Casino Complaint Betvoyager/Betcruise Online Casino Complaint

[Gordonline]

Hi All

This is a No Bonus issue

I'm new to CM and apologise for posting so soon after joining, but I need help with an issue with Betvoyager that happened last week

I will keep this as short as I can, I've been a player at BV for a few years on their RNG site and I've never seen any complaints about them but on Friday 28th Feb, I decided to have a look at their Live casino, but I was unable to see any live table operating, after a number of attempts I gave up but soon realised that all my funds (244 Euros) had disappeared from my account.

This is the issue, I've sent 18 emails and lost count with the number of Skype messages I've sent, They admitted on 1st March that they have a technical issue with their live site and not to be alarmed and my funds are safe............It is now 8th March and over a week without access to my funds and all they say is that "the concerned dept is looking into the problem and they will contact me when it is sorted"

I'm pretty sure they cannot refuse me access or prevent me withdrawing my money after such a long time has passed, but they have and are not doing anything about it or explaining what the issue is, I'm not the only player this has happened to

I'm hoping someone on this site maybe able to help me or point me in the right direction

Thanks in advance Gordon

 

[syntynyt]

BetRaiser, their poker can't hold 200 players at one tournament without being cancelled and they are very old in online. BetLiner is awful, not registering the bets in time or not at all or match sudden disappear from page. this is a place to avoid, always full of technical issues. i hope you get your money back and next time deposit elsewhere. they are not roguish but outdated in every aspect.

 

[sigothx1]

Both casinos are not accredited here, meaning max wont be able to help you with a PAB, however, If what you say is true i wouldn't be to concerned about getting the money back, more on how long its going to take, Personally once i got it back id close my accounts and open new ones with accredited casions from this site, then if you had an issue with them, you could contact there Representative on this board, or submit a PAB and have a good chance of getting the issue resolved quickly.

 

[Gordonline]

Hi Sigothx1

Thanks for your advice, it's disturbing that an online casino such as Betvoyager who have been around along time and don't have a history of complaints can behave this way

9 days without access to my money and now they've stopped responding to my questions is ridiculous, I'm currently in contact with the local government to see if they can help

Fingers crossed

Gordon

 

[maphesto]

Both casinos are not accredited here, meaning max wont be able to help you with a PAB

This is not true! a PAB is possible to do against casinos who aren't Rogue or on the NoCanDo-list!

I can't find them on the NoCanDo-list or in the Rogue section which means that op should PAB (they don't have a rep here I guess).

Read carefully and do not post about the issue more:

Link Outdated / Removed

Good luck!

 

[Janek12]

I am not sure if you sent e-mails to their e-mail address or through their internal messaging system - they usually replied within 1-2 days to me when I used their internal messaging system.

According to my experience, you need not worry about your money, but - as you have already found out - it might take longer.

Once, I had a problem with their comp points (actually lottery points) system; they owed me some 10 EUR; I sent them a complaint, they admitted a technical error; and after a few days they credited me with 70 EUR.
Yes, they are outdated technically and in terms of software and slow to respond and resolve issues, but in personal terms I found them rather nice - I even spoke with them over the telephone once and they were helpful and courteous and I had no trouble reaching them over the telephone.

 

[Gordonline]

Hi Janek12

This evening I finally had someone from Support respond to my questions and also identify themselves, she assured me my funds are safe and will be returned, she also agreed that it's not been handled very well

I've also heard from a friend who emailed them and was worried about depositing money due to rumours of missing funds
They replied admitting the problem and also said all players money will be returned

I'm a bit more positive although not having access to my money for 10 days is unacceptable

Gordon

 

[Gordonline]

Just thought I would update everyone as my funds were returned this morning

Thanks for those who commented

Gordon

 

[petkaymad]

The same thing happened to me in March when it happened to Gordon, eventually we both got our money back after about 10 days and I considered closing my account, but was assured all the problems had been rectified.

Unfortunately this is not the case and it happened again to me a few days ago. This time I have not been even able to get a reply to any of my internal or external emails to them. Happily it was not my whole BR this time as I learnt from the previous time.

I will however be closing my account with them if I ever get my money back this time and highly recommend people avoid Betvoyager at all costs, especially thier live casino. All I can say is that thier service really is the pits for a casino with such a good reputation. Or percieved good reputation.

 

[alberfab1961]

Some time in September I won a total of 9683 euros.
I emailed proof of ID, proof of bill and selfie with their email on background. But after a week no response from them. They said they will notify me but they did not. I tried emailing info@betcruise.com also Live Chat - Temporarily not available.
Then I saw this on my spam folder -
Our Security team has conducted an audit of your account. The audit concluded that your account intersects with other accounts which is a violation of the site rules. In lieu of this your account will stay banned and all your bets will be nullified. The remainder of your deposit will be transferred to you in accordance with the site terms and conditions.

Sincerely,
BetCruise Support

I have only one account at betcruise.com. I don't know why they said that.
I emailed them but they never responded back.