Betfair— player complaints: 271 in English

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Betfair closed my account on 11 September 2017 with $7,000 in it. I have contacted them but until now they have not provided me a reason for closing the account and keeping my money. Please help me with this. Thank you.

I had a paddy power account with the username [EDIT]. I self excluded from this casino on March 29th 2017. I was still able to deposit approximately £160 after self excluding and I contacted my bank to have that refunded as I had already self excluded days before and was still able to deposit. Anyway, I had a betfair account. This was opened before I self excluded from paddypower. At the time, I didn’t realise they were the same company. It was only recently (a few weeks ago) that I realised paddypower and betfair were the same. So, I instantly contacted live chat and explained that I am self excluded from paddypower and asked how it worked with me playing on betfair. The person I spoke to said I wasn’t self excluded from paddy power at all and I was still fine to use my betfair account. So I contacted live chat on paddypower and they confirmed I had self excluded. I have screen shots of this chat. So,I got back in touch with betfair and asked them to refund all my deposits that I had made on their site from the 29th March 2017, to date.. they refused. They said that as there’s nothing saying I was self excluded, they aren’t liable. So I get back in touch with paddy power and all of a sudden, they say I never self excluded.. and the account was only closed because of the refund I had from my bank. Half hour before, [EDIT] from paddy power, confirmed my self exclusion. Therefore, I’m just looking to have my deposits from betfair returned to me dating back to March 2017. Which is when I self excluded from paddy power. My betfair username is stated above: [EDIT] My paddypower username is:[EDIT] I can’t remember the email address used for betfair, but the email address I have provided was used for paddypower.([EDIT]) Thank you.

Note: The email attatched to the account is incorrect. It reads '[EDIT]' instead of '[EDIT],' I think this is a result of me losing my original email attatched to the account, and either myself or the live chat operator has made an error when changing it. On the 27th of February, I attempted to log in to my Betfair account like I do everyday, but was greeted by a message saying; "Access to this account is denied - this account has been closed. Please contact us if you have any questions." I then proceeded to contact live chat immediately, as as far as I knew, I had not done anything wrong and wanted answers, but I was told by an operator named [EDIT] that the account was permanently closed, that my money (over £3,000) would not be returned to me, and that she could not give me any further information herself, and that I would have to contact the security team via email, which I did. I simply asked for further information, as I had no idea what I had done or why the account was closed. I received this response; "Hello [EDIT], We are sorry to inform you that your account with Betfair has been closed. This decision has been made by our department on business grounds and in line with our terms and conditions. Thank you, Kind Regards, Account Security Team Betfair" At this point I was furious. I have been an active customer of Betfair for over 2 years, I have gambled hundreds of thousands in the casino, became a VIP in both casino and sports, and paid thousands to Betfair through exchange commission, but I am treated like this?! Having my account closed and my funds confiscated without any reasoning other than "in line with our terms and conditions"?! I responded pleading with the bookmaker, begging for some further information on the situation, as I still had absolutely no idea what I did wrong, or what grounds the account was closed and the money confiscated. I received the following response; "Hello [EDIT], Thank you for your e-mail regarding the appeal of your account closure. We are sorry to inform you that we are not in the position to grant the appeal at this time. Unfortunately, your account will remain closed. This decision has been made by our department on business grounds and in line with our terms and conditions. Betfair would like to thank you for your custom and wish you every success in the future. Thank you, Account Security Team Betfair" Again, absolutely no further information whatsoever. At this point I no longer cared about the account itself, as I now knew my custom obviously wasn't appreciated, and I would would much rather take my gambling activities elsewhere. But there was no way in which I was going to let this company retain over £3000 of my own money, which was all deposited and earned legitimately and within the terms and conditions of the website, most of which came from the exchange, and therefore weren't even winnings taken from Betfair themselves. I proceeded to send another email to the security team asking how and when the funds in the account would be returned to me, but I received no reply this time until I got in contact with the escalations team, who informed me it was not an issue they could deal with themselves, and must have got in contact with the security team, as I received a reply from them 6 days after my email. It stated; " Hello [EDIT], Thank you for getting in touch. As you have been previously advised, this decision has been made in line with our terms and conditions, and we are not in the position to grant the appeal at this time. Please accept our apologies for any inconvenience caused, and we appreciate your patience at this time. Regards, Account Security Team Betfair" This was the last time I was in contact with Betfair regarding this issue. Apologies if I have provided too little information, but unfortunately I know very little myself. As far as I'm aware I gambled within this account completely within the T&C's of the website, and if I didn't it was entirely by accident. However, even if I did break T&C's, this gives Betfair no right to confiscate my funds which I'm nearly sure came entirely from deposits from my own bank account and through the exchange. Nothing was won from Betfair themselves. Further information and screenshots can be provided if needed. Any help regarding this situation would be greatly appreciated. I have been stressing non-stop since this money was taken from me. I really don't know what to do.

I signed up to Betfair and made deposit of £200 and claimed there 200% welcome bonus of £400. I played my favorite slot machine Dirty Dancing and won £3150. This was fairly late on a work night so after telling all my friends and family about how much i won i went to bed. Next day i try to log in and my account has been closed. I call and am told to wait for an email. The email comes and asks for my ID to be sent and then my account will be reopened. I send my ID and then am left waiting 10+ days for them to then ask for me to send in a pic of me holding my bank card which i do straight away, Half hour later i get en email saying they have closed my account based on a " business decision " . They give me no other reason other than this. I have read the terms of there bonus over and over and i am 100% sure i broke no rules. How can a company just decide to steal peoples money because they get lucky and win! Outrageous! I have since called and emailed and all i get on the phone is they " we cant help you, you need to email the relevant department " and then when i email i get " its a business decision ". Clearly they can not get away with this, [EDIT]!

Hello, I am raising this issue due to Betfair suspending my account. Here is what happened. I opened my account about 3 weeks ago. I played different slots and won nearly 7500 GBP. I successfully verified my account after being asked to send my Bank Statement , Driving License and Passport. After sending the necessary documents, I received a reply stating that my account verification has been completed and all documents validated. I then continued playing and made couple of withdrawals, which were successfully paid. Today I attempted to log into my account but got an error saying that my account has been closed. I contacted the operator and was told that they are requesting me to provide photo with my bank card, which I sent immediately. A few minutes later I was asked to send my bank card(front and back) as well as my passport/driving license/id and bank statement which I previously sent. I believe Betfair has purposely suspended my account for no apparent reason. It is suspicious for them to ask me for the exact same documents which gets me worried that they may be compromising with my identity. I have sent them all documentation now but wanted to contact you as well just to make sure you keep close to my case and that no one from Betfair compromises with my data. I will be thankful if you get involved in this case just to make sure that the issue is resolved smoothly. Thanks and Regards

I am just querying a decision betfair has come to regarding my account. Basically paddy power self excluded me after telling them about my issues with gambling in september last year. I then opened a betfair account around december of last year and proceeded to lose around £4000 since then and i would like to know if it would be worth it to submit a complaint to ibas to dispute this fact. They have emailed me back with this response Hi [EDIT] Thanks for getting in touch. We appreciate your patience and have now thoroughly reviewed your query and our findings are as follows; Following the merger of Paddy Power and Betfair on 2nd February 2016, we had measures in place whereby players are signposted to our sister companies and our self-exclusion processes if required. As a business, we are making progress in terms of sharing knowledge and data and will continue to improve and align our processes and policies. As part of this, a new policy was implemented for customers who self-excluded from the 30th of December 2016 going forward to have their account on the other brand also self-excluded within 24-48 hours, and customers are informed of this at the time in advance. Self-exclusions applied prior to the 30th December 2016 are not included in this policy. We sign posted customers who self-excluded on either brand prior to the 30th of December that if they wanted to self-exclude from both brands they would need to contact them directly. Your Paddy Power account was excluded in September 2016 prior to this policy. Unfortunately, we would not be offering any refunds as we feel reimbursing is in itself an incentive to gamble and encourages the behaviour to continue. We take the position we do, in line with professional addiction advice, to avoid such an outcome and believe it is a responsible approach. Furthermore, as requested, we have attached the Deposits and Withdrawals report for you. Thanks, [EDIT] Betfair Customer Service Management Thanks in advance

I opened an account in Betfair, deposited 200 with card, won 4800, withdrew 300. Then I deposited with Skrill and withdrew, but had my account closed. I just wanted to get my funds faster, I don't mind if I get paid by card.

Hello, On the eighth of April, when I was playing live blackjack, I won a bonus of 500 GBP (on live blackjack, with only 5x wagering requirements) for getting three identical cards, in accordance with the previous T&C's of the promotion "Hit 3 of a kind and get your bonus!". [EDIT]. from Betfair Customer Service confirmed to me after she contacted the manager, that this promotion is also applied to the table where I play - Live Unlimited Blackjack, "as there is nothing which indicates otherwise on the promotion". Excerpt from chat with [EDIT]: [EDIT]: I am terribly sorry about this. I have confirmed this with my manager. [EDIT]: It actually applies to Unlimited BlackJack however the bonus will be credited after 24 hours. [EDIT]: Game code 6634618765 date 2017-04-08 20:18:45 GMT+03:00 [EDIT]: I am very sorry about this [EDIT]. [EDIT]: So my bonus will be credited within 24 hours? [EDIT]: Yes it will be credited after 24 hours. [EDIT]: Already passed 72 [EDIT]: The promotion still applies to unlimited blackjack? [EDIT]: Yes it still applies to Unlimited BlackJack as there is nothing which indicates otherwise on the promotion. (I have a screenshot with this chat) Despite this, instead of crediting in 24 hours the promised bonus, Betfair have set in my account restrictions on casino slots and live casino.These products are no longer available in my account. However, other gambling products are still available (Arcade, Macau, Bingo). After sending a complaint to Betfair, I received a response that I did not fulfil T&C's, because in accordance with T&C's "Only play at Betfair branded tables will count towards this promotion." and "Only the decision making players (box owners) for each box can qualify for a prize.". In my reply to this, I pointed out that both these terms were absent in the T&C's at the time of receiving a combination of three identical cards. I provided a screenshot with previous T&C's that confirms this. After that, they told me that Eligible Games only lists Live Blackjack and i was playing Live Unlimited Blackjack. But it's just ridiculous. Unlimited Blackjack is type of Live Blackjack. And in previous Live Blackjack promotions, Live Unlimited Blackjack was an eligible game, despite the fact that it was not listed. And I received small bonuses for playing Unlimited Blackjack many times in these promotions. Eventually, 1. AFTER I won the bonus Betfair changed T&C's of the promotion, and in accordance with the new T&C's refuses to credit the bonus. 2. Customer service advisers and managers lie and are not responsible for their words. Thank you.

I have a problem regarding the payout from betfair casino. On Nov/7/2016 I have processed a deposit of 1200 € using skrill to betfair Casino. I was playing European Roulette and doubled up my account to slightly over 2400 €. On a sidenote I did not used any bonus since I always refuse bonuses. The day later Nov/8/2016 I liked to process a withdrawal and wasn't noticed by Betfair as what else to do. When I tried again to check my account I couldn't log in anymore and received an automated message which stated that my account is blocked. I got in touch with the betfair customer service with the following e-mail: Hello, I'd like to ask why my account to betfair is closed? I was sending money before some days to my account to play. And now my account gets closed. Could you please tell me whats the problem ? Thank you in advance. Regards The day later Nov/9/2016 an automated e-mail message from betfair was sent to my registered e-mail account (in my language) stating with a standard text message to send my personal documents regarding their kyc procedure. I have used following text message on the same day as reply with all relevant documents attached simultaneously in my language and english to their e-mail addresses which they provided: Dear Ladies and Gentlemen, concerning the KYC procedure, attached i send you all relevant information i.e. scanned or photographed legal documents to proof my identity. Since my account is currently blocked and i am not able to access any data, i am not able to send you a username except the email address which i logged on which is a************ For my last deposit, i have used my skrill account which uses another email address: m*************. Attached also you will find my birth certification, my bank statement from which i have transferred money to skrill and also my credit card statement. I am not sure if those data are needed since i did not used a credit card to deposit money. However since this is part of procedure, i will send it anyways. Please let me know if you need further informations. Regards Two days later on Nov/11/2016 a message from betfair arrived to me (in my language, this is the translation): Dear ladies and gentlemen, thanks for your e-mail. Unfortunately our ******** speaking customer service isnt available due to unexpected circumstances. We kindly ask you to refer to our english speaking support. You may reach our english customer service the following ways: -By e-mail: S****************com or -By live chat on our website. We kindly ask you to write our english support in english language only. Thanks for your understanding and sorry for the circumstances. Regards [EDIT] Customer Service One day later on Nov/12/2016 I have sent again all documents in question with the same message from Nov/9/2016 to the provided support e-mail. Another day passed and on Nov/13/2016 I received their answer to the documents provided: Hi ********* Thanks for getting in touch. We have received the documents sent in to us and have forwarded them to the appropriate department who will process them and get back to you just as soon as they have an update. Let me know if there’s anything else I can help with. Or maybe our FAQs will come in handy? Thanks, [EDIT] Betfair Customer Service Since i heard nothing back then, i was writing to them again on Nov/16/2016 asking for a status: Hello [EDIT], now 3 days passed and i did not heard anything. I wonder why its taking so long since the casinos i play are doing this pretty much faster usually. Could you please make sure that my data will be approved in appropriate time since all relevant information has been sent? Can you please provide an update on the status? Thank you in advance. Regards On Nov/18/2016 i received (so far) the last message before i decided to ask for help on your website her on the pogg: Hi ********** Thanks for getting in touch. I can confirm that we have received your documents and that they have been forwarded to our verifications team. Unfortunately, I cannot give you a time frame of when this will be completed although I can reassure you that we are working as quick as possible to get to your case and that will be in touch with you when it's been done! Thank you for your patience and sorry for the long wait! Let me know if there’s anything else I can help with. Or maybe our FAQs will come in handy? Thanks, [EDIT] Betfair Customer Service Now its friday and its almost complete 3 weeks this issue is unresolved. I think that 14 days at least is plenty of time to check a couple of documents or asking back a customer if there is something missed and this all raises questions to me about the behaviour of the casino in question. Please can you help me out or let me know what can i do to resolve this issue in an appropriate way? Thank you in advance. [EDIT]

I've sent my documents to Betfair, but then my account was closed. Could you speak to them?