Betfred

[HOFF]

I’ve had a win with casimba casino £20k and I deposited £4K into betfred. I’ve had an email from betfred to say I’m verified etc. I don’t earn much and retired I accumulated my budget over the lockdown so had a little more to play with and managed to win on casimba. I managed another win with betfred and won 11k including my deposit. I requested the funds back via PayPal but have not arrived as yet apart from one at £800. They have now emailed me from the compliance team to prove my source of funds. I have sent them screen shots of the approved wins in my casimba account along with screen shots of them going into my bank. Why would they lock my account when it clearly shows that I had a win. Ive told them I have a weekly budget and if I lose that’s it till next week but if lucky enough to win I can afford to bet more or move it out my betting account. Where do I stand with this as I’m not wealthy and managed a few wins but as soon as I try and get it back even though I’m verified they lock my account.

 

[colinsunderland]

They have likely froze your account while they check the source of wealth you have provided. How long is it since you sent them over?

 

[HOFF]

They have likely froze your account while they check the source of wealth you have provided. How long is it since you sent them over?

I don’t have a source of wealth I had a large win. And banked some and was fortunate to win again I don’t know how to prove it other than bank statement screen shots and casimba screen shot.

 

[HOFF]

I don’t have a source of wealth I had a large win. And banked some and was fortunate to win again I don’t know how to prove it other than bank statement screen shots and casimba screen shot.

Over 2 days ago

 

[colinsunderland]

I don’t have a source of wealth I had a large win. And banked some and was fortunate to win again I don’t know how to prove it other than bank statement screen shots and casimba screen shot.

Your SoW is your previous win, they may request details of where the deposit for that came from, then it's up to you if you want to provide it. If you don't they still have to pay you, but it might take a while.
2 days over the Christmas period isn't long though, it's still a bank holiday today, I would hang on a bit longer.

 

[HOFF]

Your SoW is your previous win, they may request details of where the deposit for that came from, then it's up to you if you want to provide it. If you don't they still have to pay you, but it might take a while.
2 days over the Christmas period isn't long though, it's still a bank holiday today, I would hang on a bit longer.

I requested 4 withdrawls all PayPal £5k then £5k Then £1K then £800. The £800 was paid in a few hours. I’ve called and emailed many times but keep getting fobbed off. I’ve sent screen shots of the wins as I stated previously and it reaching my bank by screen shot. I have also sent them my pension from which I get from the government. This has been an anxious time as they took the money no questions asked but as soon as a withdraw was made account frozen and email from compliance. I don’t know what else I can send them other than what I have done. I don’t have much money and set aside a weekly fund.

 

[colinsunderland]

I requested 4 withdrawls all PayPal £5k then £5k Then £1K then £800. The £800 was paid in a few hours. I’ve called and emailed many times but keep getting fobbed off. I’ve sent screen shots of the wins as I stated previously and it reaching my bank by screen shot. I have also sent them my pension from which I get from the government. This has been an anxious time as they took the money no questions asked but as soon as a withdraw was made account frozen and email from compliance. I don’t know what else I can send them other than what I have done. I don’t have much money and set aside a weekly fund.

As I say, I would wait a couple more days at least. I don't know where deals with compliance for Betfred, but in both the UK and Gibraltar, it is a bank holiday today, so they won't have a full staff in. The UK offices are in Tier 3 too, so there could be staffing problems & people working from home.
Well done on your win.

 

[HOFF]

As I say, I would wait a couple more days at least. I don't know where deals with compliance for Betfred, but in both the UK and Gibraltar, it is a bank holiday today, so they won't have a full staff in. The UK offices are in Tier 3 too, so there could be staffing problems & people working from home.
Well done on your win.

Thanks for the advice and help. I’ll feel better when it gets released. It’s funny that if I’d have lost there would be no issue.

 

[colinsunderland]

Thanks for the advice and help. I’ll feel better when it gets released. It’s funny that if I’d have lost there would be no issue.

Thats just perception though. Although they shouldn't do it, some casinos have hard limits in place and once you hit that turnover limit, they will ask for SoW. Now Betfred might have a £10k limit for example, you may have been £9000 away from that but your win takes you over, therefore they ask for it.
You could argue it, but if you are happy to supply what they request and want the money in days rather than months, sending what they ask is the best way forward I'm afraid.

 

[tumble]

So I want to know what games were you playing for such big wins Congrats on your wins and hope you get paid pronto.

 

[HOFF]

Thats just perception though. Although they shouldn't do it, some casinos have hard limits in place and once you hit that turnover limit, they will ask for SoW. Now Betfred might have a £10k limit for example, you may have been £9000 away from that but your win takes you over, therefore they ask for it.
You could argue it, but if you are happy to supply what they request and want the money in days rather than months, sending what they ask is the best way forward I'm afraid.

Thanks. I’ve sent all I have available to me most importantly the approved wins with the other casino and then going into bank.

 

[HOFF]

Thats just perception though. Although they shouldn't do it, some casinos have hard limits in place and once you hit that turnover limit, they will ask for SoW. Now Betfred might have a £10k limit for example, you may have been £9000 away from that but your win takes you over, therefore they ask for it.
You could argue it, but if you are happy to supply what they request and want the money in days rather than months, sending what they ask is the best way forward I'm afraid.

Slots very lucky! I never usually bet as much but a had a decent win and had my limit for walking away happy. I set deposit limits with all sites I use anyway. But I’ve not even had the chance to set up limits as I’m locked out my account.

 

[HOFF]

So I want to know what games were you playing for such big wins Congrats on your wins and hope you get paid pronto.

 

[HOFF]

I have now been asked to provide a bank statement from which the betfred funds came from. I did not use funds from my bank for the deposit with betfred I used my PayPal balance that I had. I received a gift from my daughter that was placed into my account on Xmas day and as I had the win from casimba my intentions were to leave it in there and bet from PayPal which I did for betfred. I have shown them the transaction of the Gift revived on Xmas day and me using the balance on the 26th for betfred. How can I provide evidence feom bank statements that don’t exist. I have clearly showed them the approved wins and them in my account but as I had a PayPal balance I didn’t need to remove my funds from PayPal to bank as I thought it would be easier using PayPal. I’m frustrated and anxious how they can do this. My mental health is going through the roof . PayPal don’t even provide statements I can only screenshot the transaction details

 

[colinsunderland]

Just email them back stating you used paypal balance and there is no bank transaction relating to the deposit.

 

[HOFF]

I have and sent them the proof I used the balance of PayPal and the gift going in. I’ve also downloaded a pdf from Santander showing them the wins going in. That fact I received the gift from my daughter and I showed proof of it too I did not register a card with them I used the PayPal balance. I cannot show them anymore proof I’ve gave them everything I have. I’m gutted that this has been so difficult.

 

[colinsunderland]

Have they replied to the fact it wasn't from the bank?

 

[HOFF]

If I use a PayPal balance to fund the account how can that be an issue. It’s my funds to chose how I spend them. I have called them and I’ve been told that they have the screen shot transactions from PayPal showing a balance used and that it was gifted the day before on Xmas day as a gift from family. How can they not release my funds. Their my funds to chose to do as I wish regardless of the win I had with casimba. They have a manager looking at it and I can’t be advised what will happen from the call handler as I can’t be put through to the compliance team

 

[colinsunderland]

all you can do is wait until they get back to you and go from there.

 

[HOFF]

They have asked for proof of who owns the PayPal account how the hell do I prove that? I’ve again screen shot the personal information in my PayPal profile but this is getting rediculous I’m being made feel like a criminal. I had a balance and used it. They’ve not only got my deposit but win too. I feel I will need to go to IBAS. My son set up my PayPal over 10 years ago before my illness so I could order from eBay etc. I only usually use it for that but because I was sent the money I used it for that. I’m having to do things I’ve no idea of how to do and my wife and I are in tears with anxiety over this. I’m disgusted I feel like a criminal

 

[colinsunderland]

You prove it by doing what you've done, sending over the personal details from within the account.
This is what casinos do these days, its not personal, but after it's all done I would make a complaint to the UKGC about the fact they only started doing a SoW after you had a big win.

 

[HOFF]

You prove it by doing what you've done, sending over the personal details from within the account.
This is what casinos do these days, its not personal, but after it's all done I would make a complaint to the UKGC about the fact they only started doing a SoW after you had a big win.

I have no idea of how to do this it’s stressing both my wife and I. If I go through IBAS it could take months and they’ve got my initial deposit too. I’m disgusted with them. UKGC doesn’t have an email etc they can’t make any decisions

 

[colinsunderland]

I have no idea of how to do this it’s stressing both my wife and I. If I go through IBAS it could take months and they’ve got my initial deposit too. I’m disgusted with them. UKGC doesn’t have an email etc they can’t make any decisions

You were prepared to lose your initial deposit so it shouldn't be too much of a problem to wait a couple of days to get your winnings. IBAS won't do anything as it's a regulatory matter and Betfred will say they are following UKGC guidance. If they are or not is open to interpretation but regardless, at this moment, thats beside the point, you just need to supply what they ask for, for the quickest resolution. They seem to be replying fairly quickly, so hopefully it doesn't take much longer, some casino's can take a week + to reply each time, so you are lucky Betfred is a quicker one.
If after doing so they still refuse to pay, or ask for something that cannot be supplied, we can go from there with what to do next.

 

[HOFF]

Surely providing proof of winning on the 23rd should be enough. The money that was in my PayPal is irrelevant. They verified me after asking to send my verification document and replied stating im fully verified. But because I’ve won they are subjecting me to this. I’ve provided more than enough documents to prove funds and my identity what’s the issue.

 

[colinsunderland]

Surely providing proof of winning on the 23rd should be enough. The money that was in my PayPal is irrelevant. They verified me after asking to send my verification document and replied stating im fully verified. But because I’ve won they are subjecting me to this. I’ve provided more than enough documents to prove funds and my identity what’s the issue.

Not really as what if someone used stolen money to fund the original deposit that funded the winnings that you used to win this time.
You can blame the UKGC for this as they are the ones who issued unclear instructions for casinos to follow. It is rare that a UK based company does this though, hopefully you get it sorted fairly quickly.