BetFred and their response when I made my first Withdrawal Reques.

WelshChappie

Banned User
Joined
Apr 7, 2015
Location
NEWPORT
I have been a member and active depositing player at Betfred for More than 6 months and today I requested my first ever withdrawal of the reasonably small amout of £200. To say I am both enraged and highly offended by this response would be an understatement!
Around an hour after submitting the withdrawal request i decided that, seen as I still had £100, that I would log in and play while awaiting the 'pending' withdrawal to be sent. Entered log in details and was met with a response telling me my account had been blocked. Naturally, I jumped straight onto live chat to ask the rep why? He told me that I would have an email explaining all. So logged into AOL and my inbox and was instantly offended at the emails subject header: "BETFRED FRAUD DPT. FULL DOCUMENTS REQUEST!"

The email itself which clearly implied by its title that I was a criminally motivated player didn't was simple proof of ID and or Age like most or all other casinos would, no no, Betfred email demanded not one, not two, not even three, but demanded FOUR documents wanting proof of everything other than my shoe size! Here is what the email from BetFred said (I am copying and pasting direct and have not altered nor edited anything to favour myself in any way what-so-ever and the only edits I have made is where my personal details may be seen):

"Dear Customer,

In the interest of responsible gambling, we carry out regular checks on all accounts and we are sorry to say we have had to suspend your account temporarily."

Now anyone who wants to try and argue the point that this does not clearly imply they suspect and think I am a criminal involved in fraud is not going to convince me of this because the way they word it clearly does imply I am a Mafia Boss from one of New Yorks Crime families who is using Betfred to launder money. . . to the tune of two hundred quid! (Bit of an exageration there but you get the idea.)

The email indirectly accuing me of Fraud went on:

"IN ORDER TO SPEED UP THE PROCESS OF RE-OPENING YOUR ACCOUNT, PLEASE FOLLOW THE INSTRUCTIONS BELOW CAREFULLY

4 DOCUMENTS REQUIRED

(1) A clear copy of your passport - displaying your picture and passport number in full (or Licence or Birth Certificate)
(2) A clear copy of a recent Utility Bill showing the address that you have registered
In addition, we will accept Bank Statements, Rental agreements, Council Tax invoices or Mobile Phone accounts

(3) A clear copy of the FRONT of your card(s). (Please block the middle 8 digits for Internet Security)

(4) A clear copy of the BACK of your card(s) (sign the cards, block out the middle 8 digits and 3 digit security number)"



How about my fingerprints and full DNA sample also so you can make absolute sure I am me and not a conspiring party acting for and on the bahalf of the New Your Crime Families, collectively referred to as The Mafia, with a criminal plan to illegally launder TWO HUNDRED UK POUNDS through BetFred and then quickly run away into hiding with my staggering £200 rivaling that of the spoils that the Grate Train Robbery suspects eloped with? What's that, CB Check permission Request? Yes thats ok BetFred yes, you can and do have my permission to do a Criminal Backgroud Check because off all the fraud and stuff!

Now see Betfred are extremely amusing to me in the respect of their security and anti-fraud detective team are there instantly with guns drawn protecting the company from fraud but only doing so when it's the company having to give money over to you the player! Now Betfred have made a gig song and dance specticle of their most strict policies and dedication to stopping fraud occuring and yet when I was depositing mone time and time and time again into their business (Ok, when I was depositing in other words) then its the strangest thing because the Swat team always on stanbd-by looking out for Organized Crime Figures likemyself to come along and launder two hundred quid through their company were nowhere to be seen. I was depositing at my own free will and pace and these deposit police at Betfred allowed my to do this for months. Now see if I were A Cynically minded man, which I am, then I would suggest that if they really were concerned to the point of being paranoid about someone defrauding them then they would jump in and block the account of a depositing player who was deposting much funds at their business and lock that account until further proof be aquired.

This is the same company remember who accuse you of fraud, then inform you that they are alleging you are a criminal because they have your best interest at heart. Yes they have an interest alright, in being as abslutely awarkward as possible and trying to deter you from withdrawing or outright refusing the w/draw request itself and before anyone tells me they are not being deliberately frustrating and making my withdrawal as difficult and drawn out as possible and suggests this is their desire to stamp out fraud then I will respond with "Yes but stamp out fraud of the withdrawal kind, depositing fraud is fine as they don't care who's depositing with whoevers card because it's cash arriving at their feet so who cares how it got there and by what means?

Betfred say they cannot pay out in-shop and over the counter for wins online because they are acting in line with a anti-money laundering set of guidelines. I went in store today and had the rep. working there repeat this garbage to me also so I responded sarcastically "That's good then, you don't want to become a rouge and irrisponsible casino giving out cash to clients such as those two non-law abiding outlets called Ladbrokes and Coral Casino's Respectively." I told her I pay and deposit at both of these brands via debit card and/or UKash Vouchers every week and if I win, I simply walk into one of their shops, give my account log in etc and they then ask how much I would like to withdraw on the spot, I then tell them a figure and they give me that amount in Cash. It's absolutely outragous they are this irrisponsible and give their players as many options as they can to make it easier and more player friendly to get access to cash that they are rightly entitled to! I mean Heaven knows why these two Companies are the No. 1 & 2 on the UK's gambling market when they have these types of payout options available.

Anyway, the thing that has pee'd me off the most is being disallowed access to my account to play the £100 plus I had left in the gaming wallet. The summing up of Betfred as pr my own personal experience with them as an online casino is: Don't bother using or playing at any of their online platform's as they will sit back and allow you to deposit as much cash as you like without a question asked or one ID document requested. When you request to withdaw ten pence from them then the Swat Team will appear and you will be told your being arrested and your account detained untill you can prove to them with Exhibit's A, B, C and D as evidence to refute their suspicon that you are a Defrauding little S*it who is trying to con and launder such huge sums away from them.
If you want my advice if your looking to play at a UK Based Brand then it's either Ladbrokes or Coral Casino without doubt.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
This is a communications cock up, because what you ACTUALLY have there is nothing more than a bog standard document request. What makes it look like an accusation is the header "fraud dept", and having read this first, the player is going to be in a negative frame of mind no matter how ordinary the request that follows.

UKGC rules do provide for the suspension of an account pending the verification of a player, and they only require KYC and anti-money landering checks once a certain amount has been deposited, which is of the order of a couple of grand. In any case, regardless of the amount deposited, a first withdrawal also triggers KYC.

The additional two documents are really one, the card used to deposit, and will only be requested when a player has used a card. The top two are the standard copy of government approved ID plus an independent proof of address.

BetFred need to work on presentation, and not use provocative headers like "Fraud dept" when sending standard KYC requests to players, even if this is the dept that happens to handle all the KYC and other checks.

This is likely to cost them good customers, as one who has only managed a withdrawal after 6 months of trying is likely to be profitable, and also unlikely to feel comfortable playing again even when the withdrawal is paid and the account unlocked once the documents have been sent and verified.

The "can't pay out at shop" claim is dubious, as if this were true, then ALL high street bookies with an online presence would be banned from doing this, not just Betfred.
 

dunover

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It's a standard KYC request triggered by the first W/D. Simple as. Totally normal.

Why they need to emblazon it with the 'FRAUD' word I have no idea.

Then again it's not usual to lock an account pending a first withdrawal, merely inform you they won't process it until you have been verified.
 

Finn

Dormant account
Joined
Nov 2, 2013
Location
Finland
It's a standard KYC request triggered by the first W/D. Simple as. Totally normal.

Why they need to emblazon it with the 'FRAUD' word I have no idea.

Then again it's not usual to lock an account pending a first withdrawal, merely inform you they won't process it until you have been verified.


"BETFRED FRAUD DPT. FULL DOCUMENTS REQUEST!"

I think that in this subject header the "fraud" is there as part of "fraud department", because they felt that the header should tell it is from "BETFRED FRAUD DPT.". Most casinos call this department Security Department/team or something like that. I think Betfred might want to do this also, "BETFRED SECURITY DPT. FULL DOCUMENTS REQUEST!" would be less likely to cause any accidental offense.
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
I think that in this subject header the "fraud" is there as part of "fraud department", because they felt that the header should tell it is from "BETFRED FRAUD DPT.". Most casinos call this department Security Department/team or something like that. I think Betfred might want to do this also, "BETFRED SECURITY DPT. FULL DOCUMENTS REQUEST!" would be less likely to cause any accidental offense.

How about:

"Congratulations on your withdrawal! Further documentation is required before processing"

:rolleyes:
 

KasinoKing

WebMeister & Slotaholic..
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The email itself which clearly implied by its title that I was a criminally motivated player didn't was simple proof of ID and or Age like most or all other casinos would, no no, Betfred email demanded not one, not two, not even three, but demanded FOUR documents wanting proof of everything other than my shoe size! Here is what the email from BetFred said (I am copying and pasting direct and have not altered nor edited anything to favour myself in any way what-so-ever and the only edits I have made is where my personal details may be seen)...
I can't believe that! :eek:

When I withdrew there, they definitely DID ask for my shoe size...

KK
 

WelshChappie

Banned User
Joined
Apr 7, 2015
Location
NEWPORT
Sorted & the situ regarding the W/Drwl resolved tself. Win/, Withdrawal processed, Approved & I received the money in Bank within 3-5 days that week.

BetFerd just didn't tell me it was
processed and they sent the Money I won and just simply seems to boot Me, not give any reason nor explanation.

All resolved, have this active BetFred Acct. still & deposit & play there still now & them without any further issues
 
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WelshChappie

Banned User
Joined
Apr 7, 2015
Location
NEWPORT
Better late than never l hehe. I came bk for A totally seperate issue and noticed the notifications. .

I did consider not updating but in interest of fairness to them & Betfred brand, they did the fair & right so they should be commended Doing the right thing as they very easily do get negative reviewing & rightly so if/when they act in unfair, non ethical ways
 
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