Originally Posted by
PiperSniper
Hi everyone,
I would like to share an experience with you all, so here goes:
My mom wanted to start playing online casino, and I helped her creating an account at betphoenix. She can’t speak or write English and is not very computer handy, so I helped her in the process, and translated for her, when she needed help in live support. The account was created from her address, her computer and no one else have ever created accounts at betphoenix from her house or computer. Her account got verified after sending in all needed documents and she made about 5 deposits a month for the last 3 months aprox. She lost a lot but one day she got lucky and won $780 after making a big wagerdemand.
These winnings got cashed out to her neteller account, but about 3 times her withdraw somehow went wrong. The day after her first attempt to withdraw, the $780 just got put back in her balance after the casino had taken the remaining over her max cashout. The second time she went to ask, if she could make a new deposit, while she had a pending withdraw. Dean was the one in live support, and somehow he managed to get the withdraw cancelled, and after asking why he did this, he just transferred to another supporter (Omar) He made the withdraw again and said all was on track.
Well, as earlier mentioned, I have been translating for her, when she needed help from livesupport, and I told Omar this one day in the support. That was a BIG mistake. Suddenly get got suspicious if I was a cheater who played under another person’s identity. I explained him that this wasn’t the case, and I only helped my mom, because she couldn’t speak English. They didn’t care and closed the account!
Next day we contacted Omar in live support to get this matter solved. He said, that we should take pictures of my mom sitting at her computer playing on betphoenix casino. Also she should send in her and mine birthcertificates to prove, that I really was her son, and wasn’t the owner of the account. We did all this, and the account got open again, and after asking in an email if everything now also was okay with the $780 withdraw, they wrote back everything was fine and the money would get paid. But again, suddenly the money was in the balance!
We went in livesupport again and Omar told that the money had been confiscated after the closed account and that we should make the withdraw again. But why did they email that everything was fine with the withdraw? And then cancelled it again. Now it really started to look like they just stalled the withdraw to get more time! Well, the withdraw got made and once again got promised the money was on its way.
After these withdraws going wrong, I added Nicolas to msn. I had read a lot good about him in here, so went to ask him, if and when the money would come. He checked it all, and came back with another stunning message. The account would be closed AGAIN! I got very upset about this, and wanted an explanation! He called my mom’s phone, and she answered it. But she couldn’t speak English of course, so I got handed the phone and talked with Nicolas. He told me, that me or my mom had 10 accounts at them! WOW! This was a direct lie! My mom only have one account at their casino, and no one else have created any from her home or computer. I don’t know if he meant me, but if that’s the case, that’s also a lie! I have one account at MY own home address and computer, but never really have played at it! This has NOTHING to do with my mom’s account, which was verified several times after sending in extra documents.
Well, he didn’t really listened to me, but told me, that they would pay my mom, even that her account was closed. They would even deposit about $100 more than the $780. Why? Why do that, if they are sure that anything was wrong on the account. This seemed very strange, but okay. Nothing to do about it, other than being happy at least they would pay.
He told me, that the money would be paid out within 10 days or less. Wow, again a new timeframe, and the feeling that they somehow needed to stall withdraws. Nicolas stated that he was trustworthy and would get this matter solved. The money would be paid!
After the 10 days had past, my mom went and checked her bank account and saw something STRANGE. The 2-8 Betphoenix casino had withdrawed 2x$50 from her account! That’s AFTER her account had been closed and all earlier deposits was done and handled. How on earth can they do that? Well, funny enough the 2x$50 got deposited back the same day, but its still strange that they made these two withdraws. The 9-8 there was 6x$50 deposits in her account, which only is about 1/3 of the money she should recieve.
I went and asked Nicolas about this, and he would investigate this further. After a long waiting he suddenly came with a strange explanation. He said something about, that the casino use several processors to payout winnings, so it wasn’t their fault, that only $300 had been paid out. It was "out of their hands". Lol, great to get this information now. How come this wasn’t said, back when the money got promised within 10 days? I mean, they must have known, that this would end up giving problems making their own timeframe. Again it seems like they just are trying to buy more time or stall the payout.
Now we have past day 15, and there is still no money other than the 6x$50. My mom’s patience has expired now, so therefore I write this matter in here. I have told Nicolas several times, that I would do that, if the money didn’t get paid in time, so think there have been fair play on this part. It can’t be true, that this money don’t get paid. Actually its 1 month ago, since these winnings got requested paid the very first time.
How can one person open an account again after getting extra documents, just to have another person in the casino closing it a few days later. Don’t they talk together? And why on earth does withdraws in some funny way get cancelled so they have to be made again. I mean, $870, can’t they afford to pay that? My mom have maybe deposited about $1000 in the last 3 months, and have played there a lot and consistent. Why does she get such a treatment, just because she can’t speak or write English! It’s beyond me, why they don’t want such a consistent player at their site. But maybe it’s to avoid paying out the $870!
I don’t think they have ANY reasons for not paying! They have done several things wrong in this case, and should be decent and payout that money, instead of stealing from a loyal player! I understand, that they had to investigate the account in case I was playing under another’s identity, but all this got cleared and the account open. It’s clear, that one person don’t know what the other one is doing.
So even if the casino offers big bonuses, I recommend, you all to be very careful playing in there. With their max cashouts, and consistent stalling of withdraws. I have read their terms and conditions and haven’t found anything that clearly states, that I can’t help my mom, because she can’t speak English. Its her account, and all deposits have been made from her credit card and neteller account. Extra documents was send and accepted, but even so, Nicolas takes a completely other decision.
Okay, they have the right to choose which players they want, but it makes no sense, to make different promises and accepting extra documents and stuff, when they end up closing the account again, and have so big problems by paying winnings within their own timeframes.
It is not acceptable anymore, and therefore this history is now being posted her, so you all can see, that betphoenix isn’t trustworthy.
Thanks you all for reading this and I look forward to your responses.
LinkBack URL
About LinkBacks
Reply With Quote
Bookmarks