Betfair won’t verify my identity.

[roblooo888]

I’m based in Spain, play a lot of games online. I moved here last year from the UK.

Recently joined Betfair (their Spanish website) as a new customer, didn’t use any of their bonuses, deposited from my bank three times and submitted photos of my residency card.

I won several hundred Euros and went to withdraw.

As soon as I did, they wanted additional verification info.

So in addition to my Spanish residency card, but they now wanted proof of funds. Sure.

So I sent them a photo of my physical bank card which I used to deposit, which they asked for.

That wasn’t good enough. So I sent them my bank statements, dated that day, clearly showing my Spanish address.

That wasn’t good enough. So I sent them photos of my passport, including photos of myself holding it next to my face.

Now they want a particular Spanish document which is (to my knowledge) only used for voting in elections and registering for public healthcare. Not only is it arduous to get this document, but it needs to be signed by your landlord, which he refuses to do.

Keep in mind, you do not need this document to get a job, to open a bank, to live and work or pay taxes, I have no use for it and no other Spanish casino has ever asked for it. In fact, this is the first time ANYONE has asked for it.

Betfair have told me they will ONLY accept this document and this document alone and I literally have no way of obtaining it unless I move apartment.

Now they refuse to pay me and have suspended my account as a result.

They close chats whenever I open them.

I’ve contacted their UK and Spanish support via email and chat. Also any escalation emails I could find online. Their KYC addresses as well as the CEO email. Nothing. This was more than a week ago and I don’t have a single response back.

Honestly, I thought stories like these were made up nonsense by people breaching TOS somehow. Now it’s happened to me and I’m disgusted.

Where can I take this?

Many thanks

 

[ollygarch]

And I thought the ID requirements in the UK were overly complex. Have a look at the Casinomeister PAB system. Your problem looks tailor made for it.

 

[GourdFollower]

Unfortunately, Betfair is traditionally a talk-to-the-hand situation: which means they won't accept, respond or acknowledge complaints of any kind from outside arbitration services like us.

The best we can do -- and what we did here -- is submit the player's details to the casino and ask that they contact the player directly to resolve the issue.