Betive - Confiscated withdrawal and locked account
Resolved - After a short discussion with Betive the operator re-reviewed the player case, concluded a mistake had been made and paid this player.
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.
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