Slow Pay Betmotion not prosessing withdrawal

[gero9mo]

Hi all!


This post could take forever if i where to write down all that has happened, but i'll try to make it short.

About a month ago I found a new site to play at, had a bad run on 4-5 microgaming sites in all of december and actually lost quite a few dollars. But then i found Betmotion.

1. I opened an account and contacted support to ask about if the bonus was automatic. They confirmed this and i deposited 50 bucks and got 50 in bonus.

2. I also noticed a pop-up window that said something in spanish but i didn't understand what it said. I asked support what it was about but they kinda made me ignore the message, was eager to get me to deposit. I read the terms, it stated my country was allowed to play so no probs.

3. I was lucky and hit a good run, my winnings where up to 12-1600 dollars. I had a lot to wager so i just kept on playing.

4. After 3 days of playing i made my withdrawal and saw that they required 3 days before they would look at it - but thats ok, some casinos still have this practice.

4. The day after i thought of maybe playing a fe poker games and contacted support to ask if i could use money i had on my main account. I then got my biggest shock in my casino life. Support told me that a week ago they had changed their terms so players from my country was not allowed and that they made this rule apply a few days before. Support told me that i maybe wasnt entitled to my money and i of course became pretty frustrated.
here is a copy of the chat log for that session:

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There are currently 4 chat request(s) before you in the chat queue.
Your Question: Poker account
Please wait, an operator will be with you shortly.
You are now chatting with Renato Amaral - Liberação créditos
20:04Renato Amaral: hold on a minute sir, you will be transfer to my partner who is in english costumers, thank you.
20:05Geir Ove Roe: ok
Debora Freire (Staff) has joined the conference.
20:05Debora Freire: Hello welcome to BetMotion what can i do for you?
20:05Geir Ove Roe: Can i use the money i have on my main/casino account, on the poker room if i open an account. Or do i have to deposit on the poker room separately?
Renato Amaral has left the conversation.
20:06Debora Freire: which is your username please?
20:06Geir Ove Roe: GOR123
20:06Debora Freire: one moment please
20:06Geir Ove Roe: ok
20:08Debora Freire: sorry your country cannot play anymore in our site
20:08Geir Ove Roe: for poker?
20:09Debora Freire: for all the site
20:09Geir Ove Roe: what?
20:09Geir Ove Roe: so my money aint withdrawable?
20:09Geir Ove Roe: i am playing on the casino?
20:09Geir Ove Roe: i have won money here
20:10Debora Freire: sorry but your money cannot return to your account
20:10Geir Ove Roe: what are you saying? The money i have on my account, i cant withdraw them?
20:10Geir Ove Roe: i deposited money
20:10Debora Freire: thats right
20:11Geir Ove Roe: omfg
20:11Debora Freire: is on the terms and conditions in our site
20:11Geir Ove Roe: this will be a lawsuit
20:11Geir Ove Roe: Norway was not on the list of banned countries
20:11Geir Ove Roe: and you let me create the account and play
20:11Debora Freire: yes is on it
20:12Geir Ove Roe: you cannot just come now and say i cant get my money
20:12Debora Freire: only can play in our site latin amercia mexico and turkey
20:12Geir Ove Roe: nono no
20:12Geir Ove Roe: when did this happend?
20:13Geir Ove Roe: why did you even let me create an account then?
20:13Geir Ove Roe: and deposit money+0
20:13Geir Ove Roe: wtf is going on here
20:13Debora Freire: since a week
20:13Geir Ove Roe: i must talk to support on mail. I have 1400 dollars in winnings
20:14Geir Ove Roe: wich email should i contact?
20:14Debora Freire: appears a popups saying that you cannot play in our site
20:14Geir Ove Roe: lol
20:14Geir Ove Roe: i see a pop up in spanish
20:14Debora Freire: this is the support
20:15Geir Ove Roe: dont know shit about what it says
20:15Geir Ove Roe: its no english warning
20:15Geir Ove Roe: and it says nothing about my money
20:15Geir Ove Roe: so i knew nothing about this
20:15Debora Freire: yes but its says that you cannot play in our site
20:15Geir Ove Roe: so what about my deposit
20:15Geir Ove Roe: ?
20:15Geir Ove Roe: and money?
20:15Geir Ove Roe: i cant get them?
20:16Debora Freire: we cannot return that money to you
20:16Geir Ove Roe: why?
20:16Geir Ove Roe: i will bring this up for lawyers
20:16Geir Ove Roe: i cant just let you steal like this
20:16Debora Freire: because we dont have metods to return the molney to you
20:16Geir Ove Roe: i got no warning
20:16Geir Ove Roe: it was in spanish
20:16Geir Ove Roe: and you let me play
20:16Geir Ove Roe: sendt me no email
20:17Debora Freire: cause the country is not available to play in our site
20:17Geir Ove Roe: no warnings at all even though i had a pending deposit for 32 days
20:17Debora Freire: because you ignore the popup
20:17Geir Ove Roe: i asked about it on support
20:17Geir Ove Roe: they said i was to ignore it
20:18Geir Ove Roe: 2 days
20:18Geir Ove Roe: i had a pending withdrawal
20:18Geir Ove Roe: you gave me no warning
20:18Geir Ove Roe: why did you let me open an account?
20:18Geir Ove Roe: i opened when it wasnt legal then
20:18Debora Freire: yes the warning was on the popups
20:18Geir Ove Roe: and you stole my money by that
20:18Geir Ove Roe: so dont think this is over
20:18Geir Ove Roe: just check my reg date
20:19Debora Freire: on 14
20:19Debora Freire: of january
20:19Geir Ove Roe: how can you expect me to know spanish language
20:19Geir Ove Roe: ?
20:19Geir Ove Roe: if it was a english message
20:19Geir Ove Roe: i would have known what it said
20:19Geir Ove Roe: yeah
20:19Geir Ove Roe: 14 of january is 6 days ago
20:20Geir Ove Roe: you let me open an account
20:20Geir Ove Roe: when it wasnt allowed
20:20Geir Ove Roe: and you let me deposit
20:20Geir Ove Roe: gave me a bonus and let me play for 6 days
20:20Geir Ove Roe: now you come and say i cant get my cash
20:20Geir Ove Roe: thats insane
20:20Debora Freire: ok we will check your case with our relevant
20:20Debora Freire: as soon i have an answer
20:21Debora Freire: we will be in contact
20:21Geir Ove Roe: i thank you for bringing it forward
20:21Geir Ove Roe: it is crazy worst i ever experienced
20:22Geir Ove Roe: if i only knew, it would be fair
20:22Debora Freire: sorry for the inconveniences
20:22Geir Ove Roe: but i honestly didnt
20:22Geir Ove Roe: np, just bring the case a step up and lets see what we can do.
20:23Debora Freire: ok
20:23Geir Ove Roe: should i expect an email from you now then because i of course stop playing now. Hope i can get my money wich i honestly won fair.
20:24Debora Freire: i will contact our relevant
20:24Geir Ove Roe: Bem-vindo ao Betmotion.com!

Para melhorar sua segurança e tornar a sua experiência mais interessante, fizemos modificações nos nossos Termos e Condições. Por favor, confira-os e entre em contato com nosso serviço de Atendimento ao Cliente para obter mais informação.

Obrigado!
20:24Geir Ove Roe: this is what it says
20:24Debora Freire: and when i have an answer we will contact you
20:24Geir Ove Roe: and i dont understand a thing of it
20:24Geir Ove Roe: werry first thing i did, when i registered
20:25Geir Ove Roe: waas askin about this popup
20:25Geir Ove Roe: i got no warning of that my country ws banned
20:25Geir Ove Roe: rather eagered to deposit from the support
20:25Geir Ove Roe: just check chat stats
20:25Geir Ove Roe: thanks for the help
20:25Debora Freire: you welcome
20:26Debora Freire: good night

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5. The next day i contacted support again asking if they had this sorted out, here is a copy of that chat log:


Full Name: Geir Ove ***
Email: ****
Staff: Leandro da Silva

--------------------------------------------------------------------------------
14:01 There are currently 3 chat request(s) before you in the chat queue.
14:01 Your Question: Withdrawal
14:01 Please wait, an operator will be with you shortly.
14:02 There are currently 2 chat request(s) before you in the chat queue.
14:02 Your request is important to us. Please wait, an operator will be with you shortly.
14:02 You are now chatting with Clara Alonso - Liberação créditos
14:02 Clara Alonso: Olá. Bem-vindo(a) a Betmotion.com, poderia me indicar o seu número de operação ?
14:05 Geir Ove Roe: hi
14:05 Geir Ove Roe: english please?
14:05 Clara Alonso: one moment!
14:05 Clara Alonso: Attempting to transfer the chat to "Leandro da Silva"
14:05 Geir Ove Roe: ok
14:06 Leandro da Silva: Olá. Seja bem-vindo(a) a Betmotion.com, em que posso ajudar?
14:08 Geir Ove Roe: only english here, dont understand the language in chat
14:08 Leandro da Silva: sorry
14:08 Leandro da Silva: How may I help you today?
14:08 Geir Ove Roe: np
14:09 Geir Ove Roe: I made a withdrawal 17/1/2013 15:35:05
14:09 Geir Ove Roe: will it be prosessed today?
14:09 Leandro da Silva: the payment its make at 3 bussines days
14:10 Geir Ove Roe: ok, so not before next week then?
14:10 Geir Ove Roe: even though itsd gone 3 days now?
14:10 Geir Ove Roe: and can you confirm that my withdrawals will be made?
14:11 Leandro da Silva: 3 days before 17
14:12 Leandro da Silva: the place finish at monday 21
14:12 Leandro da Silva: sorry Tuesday 22
14:12 Geir Ove Roe: ok
14:12 Geir Ove Roe: i am so nerveous you see
14:13 Geir Ove Roe: opened an account in the days when you changed terms
14:14 Leandro da Silva: dont worry your payement made within this on the site
14:15 Geir Ove Roe: talked to chat when i cretaed an account, read the terms wich that day did not list norway as a non-allowed country. Only sweden and some others. Told them about the pop up in the language i didnt understand. I went through with the deposit and got a bonus. Won some money and then when i contacted support they told me my country was not allowed. Can you confirm that the payment will be made in my situation?
14:15 Geir Ove Roe: iit was 6 days after i deposited support told me this, but they also said they would review the situation
14:16 Geir Ove Roe: so really nerveous, so important for me the money
14:16 Geir Ove Roe: but if you tell me not to worry i will dance on the floor tonight hehe
14:18 Geir Ove Roe: so im not gona worry?
14:18 Leandro da Silva: yes will be paid within
14:19 Geir Ove Roe: omg, thank you so much. thank you thank you
14:19 Geir Ove Roe: time for a winners dance - thx for top support - bye for now



6. After this the bullshit started. When my withdrawal was ready to be prosessed by their cashier departtment, I got the normal question for documents. I attached and sent them. The day after that they hadnt confirmed recieving the docs so i contacted them again. But cashier_at_betmotion totaly ignore all emails sendt to them. I then had to contact support_at_betmotion in order to make them confirm on behalf of the cashier dep that my docs where recieved. After all, these are presonal documents ment for being used only for banking confirmation - if they dont use it for that, i considder it personal-info theft...

7. After another day of waiting i got a reply from support that they had recieved the docs and that cashier was gona verify the documents. That was 10 days ago - 10 DAYS

8. After yet a couple of days i contacted them again, i wanted to see if i could cancell one of the withdrawals and try some more as they had confirmed that i would be paid in the chat above. I still kinda believed that the delays was only temporarly so i actually asked them to cancell one of the withdrawals and play some while i waited - chat below:



Your Question: Using funds
Staff: Leandro da Silva


14:57 There are currently 5 chat request(s) before you in the chat queue.
14:57 Your Question: Using funds
14:57 Please wait, an operator will be with you shortly.
14:58 There are currently 4 chat request(s) before you in the chat queue.
14:58 Your request is important to us. Please wait, an operator will be with you shortly.
14:59 There are currently 4 chat request(s) before you in the chat queue.
14:59 Your request is important to us. Please wait, an operator will be with you shortly.
15:00 You are now chatting with André Nunes (Staff RL) - Liberação créditos
15:00 André Nunes: Olá. Bem-vindo(a) a Betmotion.com, poderia me indicar o seu número de operação ?
15:07 Geir Ove Roe: hi
15:07 Geir Ove Roe: can we speak in english?
15:08 André Nunes: Attempting to transfer the chat to "Leandro da Silva"
15:08 Leandro da Silva: Hello. How may I assist you?
15:09 Geir Ove Roe: Hi
15:09 Geir Ove Roe: I opened an account in the days when you changed terms. i am from norway
15:11 Geir Ove Roe: i have some withdrawals that are pending but i got confirmation of that they where gona be paid. I still wonder: Can i cancell one of the withdrawals and play a bit more? Bored you see, and if i still can play with some of the cash i have pending i would love to do that. Can i still play here? untill withdrawals are made?
15:12 Leandro da Silva: please hold one moment
15:12 Geir Ove Roe: ok
15:24 Leandro da Silva: withdrawals requested by you are within the time limit to be paid
15:25 Geir Ove Roe: that is so good to hear
15:26 Geir Ove Roe: taking a winners dance tonight then
15:26 Geir Ove Roe: but, i cant cancell one of the withdrawals, have 4, and play a bit more. Or must i stop playing completely now?
15:28 Leandro da Silva: if you want you can cancel the withdrawals that you want back to your account automatically so
15:29 Geir Ove Roe: and i can play with them, and if i win make one more withdrawal if i have to?
15:30 Leandro da Silva: yes you can play with thm
15:30 Leandro da Silva: if you cancel
15:30 Geir Ove Roe: wow, awesome
15:31 Geir Ove Roe: i will cancell one withdrawal and try my luck again, i had a good run on the casino so im exited
15:31 Geir Ove Roe: thx for your great help and support
15:32 Leandro da Silva: have a nice day
15:33 Geir Ove Roe: bye for now

-----------------------------------------------------------------------

9. The above chat is a week old at least. The withdrawals that was gona be made 10 days ago are still not prosessed and the excuse they give is that cashier are still checking my documents. They cant use freakin 10 days to look at 3 images? They keep on giving me this reply:

Dear Mr. Geir
We would like to inform you that the responsable departament are checking yours documents.
As soon we have an answer we will be in contact.

If you need more information contact us everytime that you see necessary.

For ten days they have been giving me the same reply and i have no reason whatsoever to trust this casino anymore. There are no guarantees that they wont just keep on giving this reply untill they think i get tired and give up - but i wont.

Its a total of 1400 dollars won honest and fair as they accepted wagering and even in chat confirmed my money was safe. Another thing is that they almost never reply to mails, in fact they never read a reply you write if you try to reply on something they have said. Always have to write a new mail and hope they reply.

I might still get my money, they havent said i wont - but man, 6 emails (10 days) with the same reply of checking docs, 3 weeks in total since withdrawal was made. Its not acceptable and i just dont trust this site. I warned them for days about going to this site if they could not reply professionaly and give me a clear and honest reason for using 10 days to check 3 images with my driver licence front/back and a utillity bill. They completely ignore my needs of knowking whats going on - well that led to this post.

It is long, i hope you understand it, if not i'll be glad to try to explain better. In the meantime - watch out for Betmotion.com, they are on their way to the rogue list if they dont come up with a good explanation for this i hope.

But my wish is to solve this better. If they pay, i will delet this post if i can, but they regardless off payment or not needs to be warned about when they opperate like this.

Thanks for reading - I aprisiate all help in this matter.

Kind regards
Geir Ove - gero9mo

 

[sapit222]

Hi & sorry to hear that your having trouble with a casino.

I did a quick search in here & they are not on any list & cant seem to find them at all...
I did find them on google though.

Im from Sweden & i cant even enter their site. I only get a popup window that says that some countries are not allowed to play at their casino with real money etc.

Not sure where they are registrered, couse 1 site say: software licensed in Netherlands Antilles & an other1: Licenced by Malta.

You can contact Maxd Link Outdated / Removed & see if you can do a PAB https://www.casinomeister.com/forums/help/pab-rules/.

I wish you good luck!

 

[gero9mo]

Hi sapit222,

Thanks for your reply.

I am from Norway my self and they banned all but latin american countries from the day they changed their terms. But the day i registered Norway was allowed, or their terms page was not updated to reflect the changes. Also got the popup several times, but always in spanish or something, didnt understand what it ment and as they never said anything about my country being banned and accepted my wager, im good to go. They also confirmed this. I told them that their popup needed an update, the day after they made a english version for their english pages. But i was already in and have been promised that i was still ok regarding money. They confirmed this by chat as told in the post above. I am not able to access my account any longer as well. The main support is by chat, but they effectively closed me out of that possibility by blocking ip from europe etc.

I have sent them a mail now making them understand that im serious about posting their behaviour. As the only reply they give is "checking documents" - I saw no other way than posting today and giving them a heads up on it. If they totaly ignore this as well, its time for the next step and contacting Maxd and go for a PAB.

It's ok to be delayed but 6 business days to check a document makes no sense, at least without a good explanation. I was really hoping to avoid this post as i also see they arent on any bad list. But I now know so well how bad the support is and how bad they can treat a player, that they deserve to be warned about.

They also have all my personal details by the docs i sent. Not using them for their purpose might end in a lawsuit the industry has never seen before lol

I seriously hope this ends good, but it doesent look that way.

 

[vinylweatherman]

Looks like BS.

They made a business decision to restrict play to only latin America, but they DID accept customers from elsewhere beforehand, so they should properly close out these players by returing any account balances due.

The terms only apply from the date of publication, a generally accepted legal argument. If they failed to publish a new set of terms, then legally they don't exist, they are merely an internal document, just like any other internal business documents about the future direction of a business.

If they are happy to screw their former players, they are just as likely to screw the latin American players they are taking now in a similar manner.

It appears that they have decided to "run away" from markets that are starting to impose regulation having initially decided that they are safe by using an offshore jurisdiction to dodge enforcement.

What seems even worse was that they lied to you by telling you that despite the changes, you as an existing player could retain "grandfather rights" and carry on playing, a position that shifted when you won. Having told you that they had no means to pay, they now claim they are just awaiting a review of your documents. One must be a lie, as both cannot be the true position.

A Swedish player, a country on the banned list right from the start, was prevented from even registering. This is further evidence that Norway was NOT a banned country at the time you registered, but was added later to the list. Since they didn't act to close out your account at the time, and even had CS telling you that you could still play, there was a policy of NOT closing existing accounts of players from newly banned countries.
This suggests that much of this is BS, and they are targetting you personally with this action, but pretending it is a general policy for ALL players from the newly banned countries.

 

[gero9mo]

Looks like BS.

They made a business decision to restrict play to only latin America, but they DID accept customers from elsewhere beforehand, so they should properly close out these players by returing any account balances due.

The terms only apply from the date of publication, a generally accepted legal argument. If they failed to publish a new set of terms, then legally they don't exist, they are merely an internal document, just like any other internal business documents about the future direction of a business.

If they are happy to screw their former players, they are just as likely to screw the latin American players they are taking now in a similar manner.

It appears that they have decided to "run away" from markets that are starting to impose regulation having initially decided that they are safe by using an offshore jurisdiction to dodge enforcement.

What seems even worse was that they lied to you by telling you that despite the changes, you as an existing player could retain "grandfather rights" and carry on playing, a position that shifted when you won. Having told you that they had no means to pay, they now claim they are just awaiting a review of your documents. One must be a lie, as both cannot be the true position.

A Swedish player, a country on the banned list right from the start, was prevented from even registering. This is further evidence that Norway was NOT a banned country at the time you registered, but was added later to the list. Since they didn't act to close out your account at the time, and even had CS telling you that you could still play, there was a policy of NOT closing existing accounts of players from newly banned countries.
This suggests that much of this is BS, and they are targetting you personally with this action, but pretending it is a general policy for ALL players from the newly banned countries.

Hi,

Thanks for your reply and support - feels good when sh** like this happends

I havent recieved any new mails today, sendt them a note with a link to this post yesterday and told them how far I am willing to go. I really want to avoid sending any to the PAB evaluation but Its the only way I can fire back right now.

I am still gona give them a couple of days, after that i might even post the mails showing how many times they replied that they are checking docs. But maybe better to send that to the PAB team so i dont step over any line here.

I still have a bad feeling, but I am not giving up on my 1400 hard to win dollars. The battle ain't over Betmotion, if thats what "you" want!

 

[gero9mo]

IMPORTANT UPDATE - Betmotion Approving Withdrawal

IMPORTANT UPDATE

I finaly recieved confirmation of my money being ok now. OMG, i had almost given up hope.

The confirmation i got is a Withdrawal release so the cash aint arrived yet but I have no reason to doubt them now.

When the money is in the bank, i am up for deleting this post, is that allowed or can we just close it by concluding that players are safe?

 

[vinylweatherman]

IMPORTANT UPDATE

I finaly recieved confirmation of my money being ok now. OMG, i had almost given up hope.

The confirmation i got is a Withdrawal release so the cash aint arrived yet but I have no reason to doubt them now.

When the money is in the bank, i am up for deleting this post, is that allowed or can we just close it by concluding that players are safe?

This does not happen. What you can do is give us an update once you get your money. This thread helps others by making it clear that despite what their terms and CS may say, they have decided to only accept players from Latin America.

Even if the terms get updated, many non eligible players will get bogus "personal invites" via spammy affiliates, a common problem in the industry. If they do their research, they should find this thread and become aware of the eligible countries, and how they may face an initial BS attempt from this operator if things start to go wrong, but fighting on will probably have them come to their senses and do the right thing. The operator too might learn from such an issue, and take more care next time when it comes to updating their site and ensuring that players from outside their intended market can't slip through because of careless filter settings.

 

[gero9mo]

This does not happen. What you can do is give us an update once you get your money. This thread helps others by making it clear that despite what their terms and CS may say, they have decided to only accept players from Latin America.

Even if the terms get updated, many non eligible players will get bogus "personal invites" via spammy affiliates, a common problem in the industry. If they do their research, they should find this thread and become aware of the eligible countries, and how they may face an initial BS attempt from this operator if things start to go wrong, but fighting on will probably have them come to their senses and do the right thing. The operator too might learn from such an issue, and take more care next time when it comes to updating their site and ensuring that players from outside their intended market can't slip through because of careless filter settings.

Hi again,

Money have arrived on my account so i clear Betmotion from not paying, but I totaly agree that this post can be open as a warning. I just didn't want to leave it "un-asked"

This was a tough case, many emails, a lot of frustration and the only thing they had to do was giving me better explanations and reasons for so long delays after docs was sent. I can understand technical problems might push things a bit, but then it only must have been related to the new countries being banned and paying players from a lot of countries - but they gave no word of such problems, wich i would have understood.

Maybe a lesson in keeping the player updated so no missunderstanding is there to "mess" things up...

I am at least happy to finaly recieve the cash, so i clear them from not paying. Thanks for doing what was needed Betmotion!

 

[GambleGans]

I had to wait for my withdrawal like 3 weeks, this was back in december. They have told me i need to send id documents AFTER i have asked several times before why my withdrawal is not being processed.