BetVictor - closed my account taking my money and winnings

Ruling

Declined - This player has already submitted their complaint to IBAS, BetVictor's appointed ADR. As such we have to defer the case to IBAS.

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Player's Complaint

Hello, I opened account in Bet Victor after finding their promotion link online, deposited 100 GBP and played with 300 GBP after taking their welcome bonus. I played for a couple of day after which I attempted to withdraw 500 GBP from my account but I were not able to. I contacted the support team to find out why and they confirmed I had to send my Driving license and proof of address. I then sent my driving license and my bank statement. On the following day, Bet Victor replied they couldn't validate my information and requested me to send another document for my address. I then sent bank statement from my other bank as well as attached my tenancy agreement showing my name, address and the issue date as Bet Victor wanted. Bet Victor came back with the same email that the information couldn't be validated. A little later on, another email came from them stating the below

Dear [EDIT],

In response to our recent enquiries regarding your BetVictor account, we would like to advise you that your account with us has been permanently closed following our investigation into your activities on our site.

BetVictor reserves the right to suspend or close your account at any time and for any reason, included but not limited to the circumstances set out in Section 11 of the Terms and Conditions.

Following our decision:

• No activity shall be permitted (including deposits, withdrawals, betting or gaming)

• No bonuses or contingent winnings will be credited to your Account

BetVictor reserves the right to withhold the funds in your account from you where we suspect you have acted in breach of these Terms and Conditions or any other agreement relevant to your activities on our site, including where we suspect the account has been linked with Prohibited or Fraudulent Practises or Dishonest activity.

Should you wish to make a complaint regarding this decision please refer to our Complaints and Disputes procedure as set out in Section 18 of the Terms and Conditions.

I was very disappointed to read that as I only had a chance to play for a couple of days before they closed my account. I sent an email to Bet Victor expressing my thoughts about their action and decided to search for my rights and found your website as a reliable source for help. I will be very thankful if you can assist me with this matter. Ready to assist with whatever is needed.

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5 Responses

ThePOGG

June 1, 2017

Hi Nikolo15 - welcome to ThePOGG.com!

Before going any further can you please forward all emails you sent to BetVictor containing ID to [email protected]?

Thanks,

ThePOGG

Nikolo15

June 2, 2017

Good morning, this is to let you know that I just forwarded to you all email correspondence I have sent to bet victor.

Cheers

ThePOGG

June 6, 2017

Hi Nokolo15,

I've just reviewed the emails you sent through. In one of the emails you state that you've already contacted IBAS about this issue - is that true?

Thanks,

ThePOGG

Nikolo15

June 6, 2017

Hi The Pogg, yes I filled out an application on their website but because I didn't hear anything back from them, I thought it would be better to go with The Pogg as I read that the response rate here is very high. Would you like me to wait and see if IBAS comes back with an answer and then decide how to proceed?

Thanks

ThePOGG

June 12, 2017

Hi Nikolo15,

IBAS are BetVictor's selected ADR provided. If this case has already been submitted to them I'm afraid we are bound to defer the case to IBAS.

Sorry we can't be of more help,

ThePOGG