Betsafe Casino - Hráčovy výhry a vklad byly zabaveny kvůli uzavřenému účtu.

I made deposit of 698€ and turned it to 1294€ after few bets in their spotsbook, on the next day I was asked for pass KYC verification.

After I sucessfully uploaded all required documents, on the next day I could not login into my account. I did not get any email that my account is suspended, I had to contact live support twice and it took to 4 days to get email with infomation

Following a review of the account and information provided our management had taken the decision to permanently close this account in line with the terms and conditions 8.3 for the use of our site.

Accordingly all winnings and funds have been withheld.

They witheld 596€ of winnings and they don't even mind to pay my deposit back. I provided them all documents required to pass verification and all data was correct.

Dear egandominik787,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Betsafe Casino. I have checked the Terms and Conditions, and this is what I found under 8.3:

8.3 Whilst we understand that mistakes and typos happen, if we find the information given at the time of registration to be incorrect, this gives us the right to close Your Account and keep any applicable funds in it. Likewise, if you fail to pass any personal identification verification procedures we will also close your account and withhold any winnings.

Could you please confirm that all the personal information you provided during registration was accurate, including your first and last name, street address, city, postal code, country, phone number, and date of birth?

Could you please specify which documents you provided for the KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I provided passport photo, selfie with passport, deposit debit card photos and utility bill as adress proof.

Details provided on documents were accurate to personal details in my profile.

Thank you very much, egandominik787, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, egandominik787!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Betsafe have not reply over 2 week...

Please close this thread and give them penalty, I lost last hopes to get back my winnings.

egandominik787, we have decided to extend the timer. It seems like we begin to establish the contact with the casino.

egandominik787, hello!

Could you, please, send all documents, photos and files that you have submitted for the KYC to my e-mail: pavel.k@casino.guru?

Dear egandominik787,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey, I sent you all photos, I almost gave up on this case.... sorry for the delay

egandominik787, have you tried to open a complaint using this guide: https://www.betsafe.com/en/terms-and-conditions#how-to-complain? If no, please, try to learn what exactly was wrong with your submitted documents and let me know.

Dear casino guru, I don't understand what is the point of this complain if you say first you establish the contact with the casino first and now you tell me to deal with this case on my own.

If you were able contact with betsafe in this case why they don't say there what did not fit them here if we have already this complain opened?

They already did not respond in this thread in given period and should receive penalty. I really don't understand why this does not happen and I'm forced to deal with it on my own...

Hello, egandominik787,

unfortunately, the casino has declined to participate in this complaint and to provide any information to us. In such cases we close complaints with an "unresolved" status which may decrease the casino's safety index, which may motivate them to participate more.

In the meantime, I recommend you contact the eCogra – an alternative dispute resolution service (https://www.ecogra.org/srs/policies_procedures.php) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru