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Betive - Confiscated withdrawal and locked account
Ruling
Resolved - After a short discussion with Betive the operator re-reviewed the player case, concluded a mistake had been made and paid this player.
Player's Complaint
I registered with Betive Casino in November 2016. When I requested my first withdrawal I was asked to upload my Identification Documents to the casino, which I did. Then I received email to provide them a selfie holding my drivers license, which I also have done. The day after I received email from the security department confirming they have checked and approved my Identity. My withdraw was processed and I have received it. I have made two more withdrawals after that and also received. All my deposits were made by Skrill except the first one was by my debit card. On the 18th December 2016 I deposited into my casino account by Skrill again and I did requested a withdrawal of 500.00. I received email the day after from support asking me to provide my debit card for security check. I went on chat to let them know that I made my deposit by Skrill and the Identification documents have been approved and I have email confirmation from security department. But the person on chat was so unfriendly and telling me if I don't provide the card they can close my account. I couldn't believe how she was so rude. I did give her a bad rating. Which she has seen it and thanked me for it. I upload the card photo as she wanted. But I haven't heard anything, I went on chat and she picked up my line again. I asked did they receive it and when will my withdrawal be processed. She said when my turn comes absolutely really rude. After few hours I received email saying they want to do a security check by speaking to me on my mobile that I gave them when I registered. I told them I was involved in car accident only two days ago and my mobile was damaged, I can give them another number they can call me on. But I was told that's the only number they can call me on. So when it's fixed to let them know and they will call then. I had no choice but to pay for my phone to be fixed immediately so they can call me. I contacted them the following day saying that they can call me, but now they are saying a different department is dealing with my withdrawal and they will be in touch and also they locked my account. Then I received email from support saying that my account have been closed and the money confiscated due to breaking there terms and conditions. I asked what have I done wrong?and the email I reserved back was saying, my account has been closed due to suspected fraud. We do not have anything else to add that's it. My daughter has suggested for me to register with this casino, she then closed her account late November I think as she had problems with support on chat.
I have all the emails and chat transcripts saved.
15 Responses
Hi,
Thank you for your response. No my daughter doesn't live at same address as me.
Kind regards
Stanka Domazet
Hi stankad,
I'll contacted the operator and see what we can find out for you.
Thanks,
ThePOGG
Hi,
Thank you for your help.
Regards
Stanka Domazet
Hi,
I would like to ask you, If you had a chance to contact the operator? To find out if you can why are they accusing me of suspected fraud.
Thanks
Stanka D
Hi stankad,
We have contact the operator but have not received a response at the present time. We will continue to try for the time being.
Thanks,
ThePOGG
Hi,
Thank you for letting me know and for your help.
Hi,
I have logged in a complaint against Betive Casino on 02/01/2017. But it's showing still in process. I am not sure if I need to supply any more information for my complaint against Betive Casino to be shown to the online casino players, so they can be aware of the way Betive casino treats there customers.
Regards
Stanka D
Hi,
I would also like to ask you about Betive casino it's saying on the Pogg site that Betive Casino dose Not except players from Australia. But on Betive Casino is saying they do except players from Australia. Could it be that it's false information from them?
Regards
Stanka D
Hi stankad,
As with ALL 'in process' complaints they are managed privately. Only at the point where we feel the issue has been resolved or there's no possibility of any resolution being reached are complaints moved to the public setting. This approach is far more conducive to resolving complaints.
We are still trying to reach the right person within this operator to discuss this issue.
As to what our site says about Betive, I'd be interested to know where you're getting your information? We don't currently have ANY information published about this operator.
Thanks,
ThePOGG
Hi,
Thank you for your response and explanation much appreciate it. When I go on The Pogg site to log in, a scream comes up with the information which I have taken a screenshot to show you.
IMG_0048.PNG.
If you are unable to see this I will email you a screenshot as well.
Kind regards
Stanka D
Hi stankad,
Thanks for you email - this is a system glitch that we'll look to have addressed in the near future.
We still haven't received any response from Betive.
Thanks,
ThePOGG
Hi stankad,
I've spoken with Betive and they've concluded that an error was made when reviewing your account. My current understanding is that they intend to re-open your account and allow you to withdraw.
If you could confirm when you've managed to do that I would appreciate it.
Thanks,
ThePOGG
Hi,
I would like to inform you that I have received email from Betive Casino this morning to inform me that they did reopen my case today. They reviewed with the relevant manager my account again and have decided to reopen my account and pay back the money that was confiscated in December. So my account is open from now and I can withdraw my $500.00 that is in my account. The email came from Lisa at Betive Casino customer support. I would like to thank you Lisa for her help to look into the situation. But absolutely grateful to The Pogg that was willing to read my complaint and taking the time and effort to follow my situation through. I would like to say that I have contacted Ask Gamblers site I found on line for assistance. And I was so disappointed with there response saying there is nothing they can do to help me follow through with my complaint. The response was from them I need to follow the rules on terms and conditions of casino. They have not bothered to look into the complaint and check to see did I brake any rules of the casino and question it at all. Thank you so much for your help
. Best Regards
Stanka.
Hi,
I would like to confirm with you that my withdrawal of $500.00 was processed with Betive Casino and I have already received my funds. Thank you for all you have done to resolve my complaint.
Best regards
Stanka.
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Agreement
stankad 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:
January 2, 2017
Hi stankad - welcome to ThePOGG.com!
Do you live at the same address as your daughter?
Thanks,
ThePOGG