Betsafe do you want a DNA sample

[gia]

This casino is atrocious. I have played at online casino's for many years. I opened a Betsafe account won a little and made a withdrawal request. I was asked for a copy of my passport, a copy of the front and back of my debit card, ok no problem this is pretty standard for most casino's, but I was also asked to send in a screenshot of my Neteller account, and a copy of my bank statement showing the transaction made to them. Never in all the time I have played online have I been asked to submit such sensitive personal information.

I only used my debit card because Neteller was down at the time. They have had previous deposits from me via Neteller. After contacting support I was told all my docs were fine, but they could not verify the account without the bank statement as they need to see the debit card transaction to them on there, which I could not send as the transaction does not show up yet, it takes a few days. Support also told me they had to have the statement as it is in their Terms and Conditions, this is what I found:

2.26
Prior to effecting a withdrawal, Betsafe may request the user to provide legal identification documents including certified copies of passports, national identity cards or any other form of identification Betsafe shall deem fit at its own discretion. In the event that the User has deposited funds using a credit cards or in the event that the withdrawal shall be to a credit card, Betsafe may request for copies of the front and back of the said credit card. Betsafe strongly encourages that in such cases the User ensures that only the first six (6) Digits and the last four (4) Digits of the card are visible for the User’s own protection. CVV/CVV2 number at the back of the card, should also not be visible. ( I did not use a credit card)

Betsafe reserves the right to carry out verification procedures, whether itself or through third parties, and an Account may be blocked or closed if found to contain false or misleading information. Betsafe reserves the right to request the User to produce official documents to prove his identity. Betsafe also reserves the right to request for address verification by asking for copies of utility bills, banks statements or any other document Betsafe deems fit. In the event that the User refuses or does not produce any such documents requested in accordance with this clause, Betsafe will be entitled to block the Account. ( They do not want the statement for address verification, I can provide them with that right now with a utility bill, they want it to see the transaction)

I really object to this kind of behaviour from casino's, they have more than enough of my ID to verify my account,they have the back and front of my debit card, a copy of my passport and a screenshot of my Neteller account (verified and VIP) and they seem to be deliberately making withdrawing as difficult as possible.

[vinylweatherman]

This casino is atrocious. I have played at online casino's for many years. I opened a Betsafe account won a little and made a withdrawal request. I was asked for a copy of my passport, a copy of the front and back of my debit card, ok no problem this is pretty standard for most casino's, but I was also asked to send in a screenshot of my Neteller account, and a copy of my bank statement showing the transaction made to them. Never in all the time I have played online have I been asked to submit such sensitive personal information.

I only used my debit card because Neteller was down at the time. They have had previous deposits from me via Neteller. After contacting support I was told all my docs were fine, but they could not verify the account without the bank statement as they need to see the debit card transaction to them on there, which I could not send as the transaction does not show up yet, it takes a few days. Support also told me they had to have the statement as it is in their Terms and Conditions, this is what I found:

2.26
Prior to effecting a withdrawal, Betsafe may request the user to provide legal identification documents including certified copies of passports, national identity cards or any other form of identification Betsafe shall deem fit at its own discretion. In the event that the User has deposited funds using a credit cards or in the event that the withdrawal shall be to a credit card, Betsafe may request for copies of the front and back of the said credit card. Betsafe strongly encourages that in such cases the User ensures that only the first six (6) Digits and the last four (4) Digits of the card are visible for the User’s own protection. CVV/CVV2 number at the back of the card, should also not be visible. ( I did not use a credit card)

Betsafe reserves the right to carry out verification procedures, whether itself or through third parties, and an Account may be blocked or closed if found to contain false or misleading information. Betsafe reserves the right to request the User to produce official documents to prove his identity. Betsafe also reserves the right to request for address verification by asking for copies of utility bills, banks statements or any other document Betsafe deems fit. In the event that the User refuses or does not produce any such documents requested in accordance with this clause, Betsafe will be entitled to block the Account. ( They do not want the statement for address verification, I can provide them with that right now with a utility bill, they want it to see the transaction)

I really object to this kind of behaviour from casino's, they have more than enough of my ID to verify my account,they have the back and front of my debit card, a copy of my passport and a screenshot of my Neteller account (verified and VIP) and they seem to be deliberately making withdrawing as difficult as possible.

This is not standard. It looks like you have already been flagged as a fraudster, and they are digging deep to either clear you of suspicion, or prove to themselves that their "instincts" were right by you not being able to produce the bank statement. They have enough to prove YOUR details, but are not convinced the bank account belongs to you. You normally use Neteller, but suddenly you switch to using a debit card. Now EVERYBODY knows that Neteller can be pretty unreliable at times, and most players have found that when they want to play Neteller is "down for maintenance" without prior notice, and it is impossible to get Neteller to say (and stick to) a time when it will be working again. I have often resorted to a "first use" of a card at a particular casino under these circumstances, but all I have been asked for is a standard copy of back & front of the card on my next withdrawal. I have NOT been asked to send in a copy of a statement, which by their nature can lead to a wait of a month to 6 weeks, depending on where in the statement period a transaction is shown.

Neteller use a different method to verify bank details, which takes only a few days. First, they send a random payment of a few pence, and the customer has to check with their bank and quote the exact amount to prove that they have control of that bank account (i.e. they have not used a stolen card). This does not require waiting for the printed statement, but can be obtained by checking online, or phoning the bank.

Many bank customers no longer get printed statements, and have to order them when needed. This can take even longer, and banks can charge up to £10 to process such a request.

You should get your money, but it will be an irritating wait until your bank sends you that statement.

[rainmaker]

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I found the OP`s title quite funny...DNA sample

[gia]

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I found the OP`s title quite funny...DNA sample

Well LOL this is what I am waiting forthem to ask for next

[gia]

This is not standard. It looks like you have already been flagged as a fraudster, and they are digging deep to either clear you of suspicion, or prove to themselves that their "instincts" were right by you not being able to produce the bank statement. They have enough to prove YOUR details, but are not convinced the bank account belongs to you. You normally use Neteller, but suddenly you switch to using a debit card. Now EVERYBODY knows that Neteller can be pretty unreliable at times, and most players have found that when they want to play Neteller is "down for maintenance" without prior notice, and it is impossible to get Neteller to say (and stick to) a time when it will be working again. I have often resorted to a "first use" of a card at a particular casino under these circumstances, but all I have been asked for is a standard copy of back & front of the card on my next withdrawal. I have NOT been asked to send in a copy of a statement, which by their nature can lead to a wait of a month to 6 weeks, depending on where in the statement period a transaction is shown.

Neteller use a different method to verify bank details, which takes only a few days. First, they send a random payment of a few pence, and the customer has to check with their bank and quote the exact amount to prove that they have control of that bank account (i.e. they have not used a stolen card). This does not require waiting for the printed statement, but can be obtained by checking online, or phoning the bank.

Many bank customers no longer get printed statements, and have to order them when needed. This can take even longer, and banks can charge up to £10 to process such a request.

You should get your money, but it will be an irritating wait until your bank sends you that statement.

I totally agree that this is not standard behaviour from a casino. When I went to live chat yesterday to query why they would need a bank statement when they already have so many ID docs from me, and to express to them that I felt very uncomfortable about providing such sensitive personal information to a casino, especially when they already have so much of my info. I was told all the ID docs are fine, not a problem at all, but they had to have this bank statement and that every customer was asked to provide this or they could lose their licence. This was told to me by the finance department at Betsafe, the live chat support guy could not answer my questions so transferred the chat to them. They cannot say they want the statement for address verification as online bank statements that they told me to send them do not have your address on, not mine anyway. And a utility bill would suffice for this.
I also noticed in their terms that if you win over 2000 Euros, even verified accounts that have already provided all this personal info, will have to have further verification checks carried out on them, hence my title, I mean what else can they possibly need except a DNA sample LOL.
Betsafe do have a casino rep here but it appears his account is dormant, so I doubt I will get any response here from them.

[rainmaker]

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Oh and by the way, here is a similar Betsafe discussion with some of the same issues :

http://www.casinomeister.com/forums/...nd-market.html

[vinylweatherman]

I totally agree that this is not standard behaviour from a casino. When I went to live chat yesterday to query why they would need a bank statement when they already have so many ID docs from me, and to express to them that I felt very uncomfortable about providing such sensitive personal information to a casino, especially when they already have so much of my info. I was told all the ID docs are fine, not a problem at all, but they had to have this bank statement and that every customer was asked to provide this or they could lose their licence. This was told to me by the finance department at Betsafe, the live chat support guy could not answer my questions so transferred the chat to them. They cannot say they want the statement for address verification as online bank statements that they told me to send them do not have your address on, not mine anyway. And a utility bill would suffice for this.
I also noticed in their terms that if you win over 2000 Euros, even verified accounts that have already provided all this personal info, will have to have further verification checks carried out on them, hence my title, I mean what else can they possibly need except a DNA sample LOL.
Betsafe do have a casino rep here but it appears his account is dormant, so I doubt I will get any response here from them.

Can they PROVE this?

The ONLY rule online casinos have to obey are the international money laundering agreements. This means that casinos have to verify the ID of their customers. I am sure that if EVERY casino running under the same jurisdiction was required to get bank statements from EVERY customer we would have heard about it through a wave of complaints.

It looks more like Betsafe are lying about this, and that there is no "requirement" imposed by the licensing jurisdiction to specifically ask every customer for a bank statement. This is probably a purely internal decision, but they are seeking to shift the blame to this faceless licensing jurisdiction, rather than take the responsibilty themselves for implementing this policy.

If they REALLY did this to EVERY customer, they soon wouldn't have any.

[gia]

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Oh and by the way, here is a similar Betsafe discussion with some of the same issues :

http://www.casinomeister.com/forums/...nd-market.html

Interesting to see that my point about them wanting bank statements to see the transaction made to them and not for address verification purposes as stated in their terms is also mentioned by this poster.

[gia]

Can they PROVE this?

The ONLY rule online casinos have to obey are the international money laundering agreements. This means that casinos have to verify the ID of their customers. I am sure that if EVERY casino running under the same jurisdiction was required to get bank statements from EVERY customer we would have heard about it through a wave of complaints.

It looks more like Betsafe are lying about this, and that there is no "requirement" imposed by the licensing jurisdiction to specifically ask every customer for a bank statement. This is probably a purely internal decision, but they are seeking to shift the blame to this faceless licensing jurisdiction, rather than take the responsibilty themselves for implementing this policy.

If they REALLY did this to EVERY customer, they soon wouldn't have any.

Well as the casino rep for Betsafe has a dormant account here, I have just emailed them the link to this post and asked them if they would please respond about the concerns I have regarding their unreasonable requests. On their website it states support emails will be answered within 15 mins or they give you 10 Euros........waiting.......

[vinylweatherman]

Software - netEnt (casino)
License - Malta
Reason for needing bank statement - bullshit, it's nothing to do with the LGA saying they have to get bank statements from all their customers, it is purely an internal decision made on a minority of specific accounts they are seeking to shift blame for on to the LGA, who are not known for their abilty to police their licensees when it comes to protecting players from rogue behaviour.

NetEnt are considered pretty solid, and in general their casinos generate few complaints. It seems Betsafe is a "loose cannon" in the NetEnt stable, having generated TWO complaints of a similar nature in a relatively short period of time. They may have an over zealous internal security team, but are not willing to take responsibilty for this, so are trying to shift the blame to the LGA by saying they are "required" to do this, rather than themselves having DECIDED this is how they will work.

I have played at LGA licensed and accredited casinos, and I have NOT been asked to send a bank or card statement on top of the usual documents needed to prove ID and ownership of the card (ID, utility bill, back & front of card).