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Question Betsafe withdrawal

Discussion in 'Online Casinos' started by asadzareef89, Mar 1, 2017.

    Mar 1, 2017
  1. asadzareef89

    asadzareef89 Meister Member MM

    Occupation:
    Admin Asst
    Location:
    United Kingdom
    I have been playing betsafe for atleast 3-4 years and the main reason has been the quick withdrawals. When i started the time used to be around 6-12 hours before the money was in my skrill/neteller.

    Then came the best time to play where i would get instant withdrawals, i would press click withdrawal and money would be in my neteller.

    Now, in october i think after ages i had a decent win of 1250 on BDBA before that my withdrawals were very far between and always b/w only 50-200, that win triggered something after which i don't get instant withdrawals and far from it

    Now everytime i make a withdrawal it takes 48-72 hours if i'm lucky, website and support say if withdrawal isn't processed after 24 hours i can contact them and they will process it. Well done that last 5 times and got a standard reply which i have memorized, my account is going through a security check.

    How can they let me carry on depositing if they were not satisfied with a security check a week ago, i understand they have to do this every now and then but every single withdrawal?

    I asked the rep for clarification and he informed me last time that it shouldn't happen every time but he can't tell me what's triggering a security check as i offered him my full support to clarify any issue with my account

    My problem is that how can they justify a security check on each of my last 5 withdrawals which are all in last 6-8 weeks?

    To be fair rep has been responsive but its more of copy/paste replies that the support gives,

    Below are some of the replies and they are a funny read, rep's replies were of the same nature

    Hi Asad,

    Thank you for contacting us regarding your withdrawal.

    I can see that we have received your request and that it is currently being processed. As we are carrying out some security checks, we are sorry that it is taking a bit longer than normal. I want to assure you that we are doing our best to process your request as quickly as possible.
    Thank you for understanding and for your patience.

    We hope that you are having a lovely day and you are always welcome to get back to us if you need help with something else.
    Best regards,
    Madara
    Betsafe Customer Service.


    Customer Service 19/02/2017 06.46 PM
    Hi Asad,

    Thank you for your response.

    I fully understand exactly what you mean however I can assure you we're working very hard on getting withdrawals approved in the shortest time possible.

    Furthermore, we tend to process all withdrawals as soon as possible but it may take up to 24 hours. I personally believe that speedy withdrawals is the key to a great experience so I can assure you that we will get back to you via e-mail as soon as the withdrawal has been processed!

    Thank you for your patience and understanding.

    Have a pleasant day.

    Best regards,
    Cameron
    Betsafe Customer Service.


    Customer Service 27/01/2017 12.01 PM
    Hi Asad,

    Thank you very much for contacting us.

    We are really sorry about the waiting time and I really do hope that it will be checked in the nearest future but as soon as it is checked you will be informed as well.

    Thank you for your understanding and I wish you all the best!

    Should you have any further questions, we are more than happy to help you and feel free to contact us again anytime.

    Have a lovely day and all the best!

    Best regards,
    Marianne
    Betsafe Customer Service.


    Customer Service 25/12/2016 10.01 PM
    Hi Asad,

    I hope this email finds you well.

    Thank you very much for contacting us. We can see here that you have requested a withdrawal of £100 back to your Neteller account around 23:14 yesterday. Please note that our payments team can take up to 24 hours to process it but they will do the best to pay out as soon as possible. We appreciate your patience!

    Should you have any other questions or concerns, do not hesitate to contact us again. Our customer support is open 24/7 across three platforms: e-mail, live chat or phone.

    Have a lovely evening and Merry Christmas!


    Best regards,
    Thamires
    Betsafe Customer Service.
     
  2. Mar 1, 2017
  3. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    You definitely have to wait the full 24 hours before contacting them . They wont look at it before then. They are meeting the standards that they advertise if they process the withdrawal in that time.

    The constant security checking is more of a concern. Surely they cant need to security check you every time. Have you contacted the rep for help?

    Betsafe are a really good outfit. I hope you get it sortedf
     
  4. Mar 1, 2017
  5. Andneas

    Andneas Dormant account

    Location:
    London
    Yeah definitely bigger withdraws trigger more serious security checks. Its happen to me in PKR and even in PokerStars back in the days when I was playing poker seriously. Smaller withdraws to Skrill was processed in minutes, but bigger sums take days.
     
  6. Mar 1, 2017
  7. Betsson-Group

    Betsson-Group Accredited Casino Representative

    Occupation:
    Betsson Group
    Location:
    Malta
    Hi Asadzareef89,

    Although I fully understand that you want every withdrawal to go as quick as possible, and do not want withdrawals stuck for additionally checks, I kindly ask for your understanding that we can't go into detail in regards to our security procedures and what may or may not trigger extra security checks.

    That said I understand your frustration about several of your last withdrawals taking longer than the 24 hours we strive to stay within and I have put your feedback forward. You can however rest assured that we do our utmost to handle all withdrawals - from you and all of our other valued customers - as quick as possible. But at certain times it unfortunately might require more than the advised 24 hours to handle a request.

    A large part of our withdrawal requests are handled instantly, and as a company we have a high focus on offering the best possible customer experience, offering quick and reliable withdrawal times is a big part of this initiative. In the unlikely scenario where a withdrawal has been pending for more than 24 hours our customers are more than welcome to contact our Customer Support department, who will do their best to solve any issue or question as fast as possible. In the unlikely scenario anyone feel they need further assistance they can always contact me here via Private Message. Do however keep in mind that I might not always be available and usually work normal office hours.

    I can only apologize if you feel my replies have been mechanical or non-informative, but I can assure you that any question or issue raised with me are thoroughly looked into and checked with the relevant departments.

    I hope your future withdrawals will be handled within a time frame that lives up to your expectations and if you for any reason should encounter issues in the future you are more than welcome to contact me and I will do my best to assist you in a timely manner.

    Best Regards,
    Halvor
    Betsson Group
     
  8. Mar 2, 2017
  9. asadzareef89

    asadzareef89 Meister Member MM

    Occupation:
    Admin Asst
    Location:
    United Kingdom
    in each of the case i did contact them after 24 hours to be told they cant do anything as its a security check and i should just wait
     
  10. Mar 2, 2017
  11. Valhalla

    Valhalla The Professional MM

    Occupation:
    Poker Player
    Location:
    Northern Ireland
    With the utmost respect intended Halvor -

    Why do some casinos process withdrawals almost instantly (or flush where applicable); Trada, Royal Panda, BetAT/Slotty Vegas, Video Slots to name just a few... and others have this "24hrs" thing (and longer in many cases)?
    Betsson are a HUGE group, and a highly respected name in the industry. Why can't you guys work as quickly as others? A pending period in 2017 should be the sole preserve of Costa Rican clip joints and Curacao-licensed shoddy operations.
    I can send money to anyone anywhere instantly. Me, just a guy with a current account and debit card. Why is it so easy for me, but you guys can't send money to a verified player within a reasonable timescale? :confused:
     
  12. Mar 2, 2017
  13. Betsson-Group

    Betsson-Group Accredited Casino Representative

    Occupation:
    Betsson Group
    Location:
    Malta
    Hi Valhalla,

    If you have any specific examples where you feel any withdrawals with us have been pending for a unreasonable amount of time, I'm happy to look into it for you.If this is the case kindly PM me with your account details and I will look into it with the relevant department

    I can't comment on how other operators handle withdrawals or within what time-frame, but with us more than 50% of the withdrawal requests are handled instantly, unfortunately it's however not possible to handle everything automatically. There's multiple reasons that can make it necessary to manually check or an account verification before a withdrawal withdrawal, this can be both from a security perspective as well as licensing needs. We are for example obliged to do KYC's on yet to be verified accounts in certain instances.

    Kindly also keep in mind that our withdrawal times depends on the current workload, as soon as a withdrawal request reach the front of the queue it will be handled as quickly as possible therefore the 24 hours are more of a guarantee, and far longer than our actual average processing time. Having withdrawals pending for longer than 24 hours is unusual and our customers are more than welcome to contact our Customer Support in any case where this might happen, and they will do their utmost to solve it straight away. As mentioned in my previous post we have a large focus on a positive customer experience and handling withdrawal requests in a timely manner is part of this focus.

    Best Regards,
    Halvor
    Betsson Group
     
  14. Mar 2, 2017
  15. Valhalla

    Valhalla The Professional MM

    Occupation:
    Poker Player
    Location:
    Northern Ireland
    Thanks for replying Halvor, I just want to clarify that it was not a complain as such. Just a question/observation.
    I'm a big fan of Betsson (BetSafe being my choice of casino due to UKGC regulations) and have never had any issues, only that my last few withdrawals from there were pending for around 24hrs. Whilst this is stipulated so you're not breaking any promises/terms, my only question was "why?" when there's really no need these days. Manual flushing would end all concerns really.

    It's more of a suggestion I guess :D
     
  16. Mar 2, 2017
  17. lotusch

    lotusch Megaways Slots, as useless as salt in your coffee webby PABaccred mm2

    Occupation:
    Marketing Assistant
    Location:
    Dún Dealgan
    I have to nudge in here and vouch for the Betsson Group.
    I play mostly at CasinoEuro from this group and my last 4 or 5 WD's were all instantly, even if they were at 1.30 in the night or in the weekend.
    I use Skrill and the WD's to Skrill are always very quick.
    If not instant I would have them early next morning.

    I also never had the issue of having to undergo extra security checks. *touch wood* :)

    For me one of the best casino's around at this time! :thumbsup:
     
  18. Mar 2, 2017
  19. Betsson-Group

    Betsson-Group Accredited Casino Representative

    Occupation:
    Betsson Group
    Location:
    Malta
    Hi Valhalla,

    I'm here even if you want to complain and shout as well :)

    We do strive to handle everything as quick as possible and if it's been taking upwards to 24 hours on your last withdrawals I hope we can be better and quicker in the future. I would assume the handling time has most likely been down to workload and I hope you will be more satisfied with the processing time going forward.

    Unfortunately we do not have manual flushing at the moment, but I will make certain to pass on your feedback.

    If you have any issues or need for help in the future, do not hesitate to contact me.

    Best Regards,
    Halvor
    Betsson Group
     
  20. Apr 16, 2017
  21. JkG

    JkG Lady Loser of House Losealot of The Lost Islands

    Occupation:
    Admin.
    Location:
    Ireland
    Just marking this thread to read back.
    24 hrs waiting for credit to be released to PayPal.
     

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