Resolved Betfred - Not paying winnings (£6400)

[Relentz]

Hi All,

Merry Christmas!

Any advice here will be appreciated. And bare with me if it’s difficult to read….

I’m currently learning the hard way that UK online casinos have lots of hoops to jump through and they will trip you up at any point possible.

Betfred are refusing to payout winnings to the sum of £6400.00.

They claim this is because of a duplicate account in my name, I did have a Betfred account which I asked for it to be closed via email. ***(Looking back on this, when I received no email reply to confirm the account was closed and it was probably the wrong way to close the account)

I was able to open a new account - as I thought my old one was closed at my request.

No verification was asked for and I was able to deposit. The only difference on the account is that I used a different email address.

I won £6,400 and withdrew this. I then excluded the account from Betfred as I didn’t want to ‘risk temptation/take a break from gambling!

10 minutes after the withdrawal and exclusion I received a email asking for full document verification…..

Taken aback by this I refused, as reading online the UKGC states winnings should NOT be withheld and asking for documents to pay winnings out shouldn’t happen.

Betfred also state in their terms, if I don’t provide documents they will still pay out if legal to do so.


I spoke to Betfred customer service and they responded stating that because I refused to provide documents my winnings won’t be paid and that only my deposits will be refunded…..

If Betfred insisted that they wouldn’t pay the winnings if I didn’t send the documents to verify.

I’ve now sent in all of the documents and waiting for a “complaints manager of the responsible gambling team”



Any advice what I can do here?

I do NOW understand that having multiple accounts is a break of Ts and Cs…… and winnings can be withheld.

• I have proof I asked for my old account to be closed.
• It seems strange nothing was flagged instantly (you already have a account in this name)
• There was no bonuses used/nothing activated etc….
• I’ve sent all verification documents as requested.


Thanks

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[irish-ranger]

Breach of T@Cs your screwed mate..

 

[Relentz]

Breach of T@Cs your screwed mate..

Yea, seems that’s what they are claiming!

They also told me I’ve self excluded prior to my self exclusion on Betfred (after this withdrawal) which is incorrect and they have admitted that ?.


Hopefully, the fact I sent a email asking for my old account to be closed will help in this situation.


For how many adverts and how much gambling is advertised in the UK it’s very very concerning that there are so many hurdles to trip over……

It’s beyond me how Betfred ran an identity check when opening the account and allowed me to play up until I withdrew.

Fingers crossed

I’ll certainly take this to small claims court if needed.

 

[hubbadubbadingdong]

Yea, seems that’s what they are claiming!

They also told me I’ve self excluded prior to my self exclusion on Betfred (after this withdrawal) which is incorrect and they have admitted that ?.


Hopefully, the fact I sent a email asking for my old account to be closed will help in this situation.


For how many adverts and how much gambling is advertised in the UK it’s very very concerning that there are so many hurdles to trip over……

It’s beyond me how Betfred ran an identity check when opening the account and allowed me to play up until I withdrew.

Fingers crossed

I’ll certainly take this to small claims court if needed.

You take it to small claims you’ll lose - you clearly broke the terms of service.

Hopefully they at least send you back your stake. But sorry to say you have zero to no chance on this imho

 

[KasinoKing]

I’ll certainly take this to small claims court if needed.

Sorry, but I have to agree with the other two replies.
You should have confirmed with them first, that your old account was closed, and that it was OK to open a new one.

Betfred MUST return your deposits, but I think it's extremely unlikely you will get your winnings.

It really sucks, but you have to be VERY careful with this type of thing.

KK

 

[nuera007]

Why did you open that second account? Why just play that first one?

 

[Relentz]

Why did you open that second account? Why just play that first one?

I thought it was closed! My mistake for not double checking and reading 10000 terms and conditions.

 

[Relentz]

Betfred have confirmed today that a wirhdrawal has been processed……

Shocked to say the least after reading the stories here!

 

[Relentz]

winnings arrived in bank this morning….

Well done Betfred.

 

[dunover]

winnings arrived in bank this morning….

Well done Betfred.

Great stuff. Thread amended accordingly.