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Betinia - Withdrawl

Ruling

Found for the Player - Despite our repeated efforts to contact Betinia to discuss this issue we have received no response whatsoever from the operator.

Read our Betinia Review.

Player's Complaint

I've played att Betinia for some time and almost every deposit and withdrawl was done through Trustly.

In April of 2022 i changes my bank when i baught a new house and the old bankaccount was closed down and is no longer in service or registreted at the bank since April 2022.

When i went to do a deposit at Betinia with my new account I could not change the bank on Betinia and after writing to them in the chat they told me to try another mettod.

This i did and made the deposits with my new Mastercard connected to my new bankaccount at the new Bank.

When I won and made a withdrawl in i thing November 17 of 2022 with Trustly for 22.000SEK this didnt go to my new account but was payed out to the old account.

After a few days I asked Betinia for my money and they said that i have to contact my bank because they payed out the money and everything looks fine from theire side.

Pay in mind Betnina did not give a reciept on my withdrawl after it got aproved and didnt give me one when asking for it.

After asking for the reciept a couple of times they send me only a referencenumber but no reciept.

So now i still dont know to which account and bank they made the withdrawl.

I called my bank and they could not se anything coming from Betnina or Trustly.

I then asked Betinia a numberous of times to tell me what bank and account they made the payment to and after some days they gave me a accountnumber in which I saw this was my old, closed down account.

When i told them this they told me to call my old bank.

I called the bank and they said that no money or payments is registraded for me. When I asked if the amount of 22.000SEK was payed out to the old account they told me this is not possible becouse the account does not exsist since April 2022 therefore the money will bounce back to the payer.

I have asked betinia to confirm if the money have bounced back maybe 20 times the last 4-5 weeks and they never gave me an answer.

I also have asked Betinia for my reciept of the withdrawl that was sent to the wrong account and they wont give it to me.

All they gave me was a refenrece number that i could use when talking to the bank.

Betnia asked me to verify that my account on the old bank in which they made the withdrawl is closed so I called the bank and they send me a letter that i sent to Betnia that veryfies that my old banjk account is closed.

This was the only document that Betinia asked me for thus my new Mastercard is already veryfied witg Betinia.

When I gave them the document and maybe 1-2 days later wanted to ask them of a status i saw that my account was closed.

I asked them how come and they said i have to verify my identity wich i already done and to give them my bankhistory for 30 days.

I asked in the chat if this veryfication affects my old already aproved withdrawl of 22.000SEK and they told me in the chat that is doesent. Thw verifycation came in like 4 weeks after the withdrawl and she also told me that i have to verify if i wanna make new deposits and withdrawls in the future.

This I dont want because i will never again play with betinia in my life!

After this is done i will selfexclude myself for life with Betinia.

So to sum it up.

Betinia took my deposit through my Mastercard which is verifyed and then payed the money to another account that is no longer in use. It does NOT exist.

Betnia has refused me a reciept of my withdrawl and say that everything is clear from their side.

They wont answer me if the money have bounced back from the bank in which the bank say it has.

I really need help Guys!

Last mail i got from betinia they changed their story and said i have to verify for them to proceed whit my request. This is after i proveded them whit the document that the old account is closed.

And now they want me to verify for a whitdrawl that is already apporived and payed out to the wrong account.

A account that is not conected to my mastercaed where the deposit came from.

Please help!

Read the casino review

3 Responses

User icon
thepogg
December 10, 2022

Hi Dinmamma - welcome to ThePOGG.com!

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

User icon
Dinmamma
December 16, 2022

I still havent heard from them.

I wrote to the chat just now and they still say that i have to wait for an email.

Its been months since i did the withdrawl and like 3 weeks since i send them the verification of that the bank account that they send the money to is closed since April 2022.

I just cant understand why they do this...

User icon
thepogg
January 7, 2023

Hi [email protected],

Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.

All we can suggest at this juncture is that you contact the operator’s ADR, eCOGRA.

Sorry we could not be of further help.

ThePOGG

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Agreement

Dinmamma consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Betinia
  • Malta Gaming Authority
  • Maltix Limited

December 9, 2022

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