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Good morning,

I signed up for Betfair about a week ago and paid a total of 35 euros with paypal.

I won 148 euros playing slots and I decided to withdraw my winnings using paypal and thus renouncing the residual bonuses on sports bets.

The money has not been credited, if I connect to the site I get a technical error report. I tried to reset my password and found that the account is suspended. The only way to contact support is to send an email from within the site, so I have no way of contacting them.

I haven't received any emails from Betfair. I can't find words to define the behavior put in place.

Buongiorno,

mi sono iscritta circa una settimana fa a Betfair ed ho versato in totale 35 euro con paypal.

Ho vinto 148 euro giocando con le slot ed ho deciso di prelevare la vincita usando paypal e rinunciando così anche ai bonus residui sulle scommesse sportive.

I soldi non sono stati accreditati, se mi collego al sito ottengo una segnalazione di errore tecnico. Ho provato a fare il reset della password ed ho così scoperto che il conto è sospeso. L'unico modo per contattare l'assistenza è inviare una mail dall'interno del sito, quindi non ho modo di contattarli.

Non ho ricevuto nessuna email da Betfair. Non trovo parole per definire il comportamento messo in atto.

Dear Caretta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received confirmation regarding successful account verification? Were your winnings accumulated with or without an active bonus?

I’m very sorry but could you please explain what you’ve meant by: "I decided to withdraw my winnings using paypal and thus renouncing the residual bonuses on sports bets."?

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

Best regards,

Petronela

Hi Petronela,

yesterday I was able to contact via chat Betfair. The operator told me that the account is blocked for verification and required two documents: a screenshot of the Paypal account and a bill that proves my residence in Italy. I have attached the documents to the chat, but I have no trace of what was provided to the operator in the chat.

To answer the two questions:

1) I had received an email confirming that the account was verified

2) the active bonus related to sports bets, while the winnings withdrawn related to slots wagers.

Carla S.

Ciao Petronela,

ieri ho potuto contattare tramite chat Betfair . L'operatore mi ha detto che il conto è bloccato per verifiche e h richiesto due documenti: uno screenshot dell'account Paypal ed una bolletta che provasse la mia residenza in Italia. Ho allegato i documenti alla chat, però a me non è rimasta alcuna traccia di quanto fornito all'operatore in chat.

Per rispondere alle due domande:

1) Avevo ricevuto una email con la conferma della avvenuta verifica del conto

2) il bonus attivo riguardava le scommesse sportive, mentre la vincita ritirata è relativa a giocate sulle slot.

Carla S.

Thank you very much, Caretta, for your reply. Do I understand correctly that your account has been verified already, or those two documents are still required to complete the verification?

Hi, The two documents were requested after the block and only because I contacted the casino via chat.

Ciao, I due documenti sono stati richiesti dopo il blocco e solo perchè ho contattato via chat il casino.

If you have sent all the required documents there should be no reason for the casino to delay your verification and withdrawal. Please keep me informed.

Hi Petronela,

on 28/3 when I sent the two additional documents they told me that it took 2-5 days for verification. I will keep you informed as soon as I receive a reply.

However, blocking the account by preventing the player from viewing and collecting details on their transactions is a vexatious practice.

Carla S.

Ciao Petronela,

il 28/3 quando ho inviato i due documenti aggiuntivi mi hanno detto che servivano 2-5 giorni per la verifica. Ti terrò informata non appena riceverò una risposta.

Comunque bloccare il conto impedendo al giocatore di visualizzare e raccogliere dettagli sulle proprie transazioni è una pratica vessatoria.

Carla S.

I fully understand your point of view, Caretta. It is not ideal but at the same time, it is not unusual. I will set the timer for additional 6 days and check back with you next Tuesday. If there's no development we will intervene. Thank you very much in advance for your patience.

Hi Petronela,

Today Betfair notified me by email that the account has been reactivated. In fact I was able to log in and withdraw the money.

thanks for the support.

Carla S.

Ciao Petronela,

oggi Betfair mi ha comunicato con una mail che il conto è stato riattivato. In effetti sono riuscita ad accedere e a prelevare il soldi.

grazie per il supporto.

Carla S.

I'm very pleased to hear that. I will leave this complaint opened until your confirmation regarding a successful payout. Please let me know as soon as you receive the money. Thank you very much in advance.

Hi, I got the money.

You can close the complaint.

thanks

Carla S.

Ciao, ho ricevuto i soldi.

Potete chiudere il reclamo.

grazie

Carla S.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Caretta, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru