Resolved: BetFred Cashout Problem

[kr22]

Hello to all

Recently I've decided to join Betfred as they had attractive 200 GBP bonus and blackjack was allowed. During my play I noticed a change in promotions and wanted to assure myself if I'm in it or not. Unfortunately for me I missed the deadline and my blackjack play was not going to count. I left it for a month and now want to cash out.

I ended up with 421 GBP. I played usually 4 chips per bet so with that I never went below 200. Actually I don't think I went lower than 300 during my play. This is important as it shows I did not use bonus funds to profit from.

I transferred the money back to sportsbook, was warned that I will be losing my bonus funds. I agreed. I had 221 in the sportsbook. I put in a withdrawal request for 221. It was denied based on the fact that I did not meet WR. There was also mentioned that bonus AND winnings cannot be cashed out before meeting WR.

At the time my funds were lost -- not in the sportsbook nor the casino. I contacted them and they returned it, but just 221, without the bonus. I said fine, I don't want it anyway. I played some slots and lost my winnings of 21 having my balance 200 at the end. Now I think I am ready to cashout. But AGAIN I was held up. They want me to wager around 6,000 GBP to be able to withdraw anything, even to ge tmy deposit back. To make it even funnier, they already took away the 200 bonus and I was left with just my deposit and still needed to finish WR. This is pathetic.

Live chat did not help either. It sounded as a "great good will gesture" that they will put the 200 back, so I won't complain with finishing the WR.

But I don't want that! I just want my 200 GBP back to my Neteller! This is all within their rules.

Please help.

 

[Mousey]

If you have not done so already, you may want to contact the casino manager to attempt resolution.

https://www.casinomeister.com/forums/members/

Good luck and let us know how it turns out.

 

[chuchu59]

Did they at any time earlier mention that you still needed to meet the WRs despite having the bonus removed. In my view they cannot have it both ways ie removing the bonus and still asking you to finish the WRs nevertheless.

 

[Betfred]

Hello all,

I apologise for the late response to this issue, but I thought I would shed some light on the situation having replied to KR22 via PM.

The issue here seems to be a simple misunderstanding. Initially when the player attempted to withdraw more than their inital deposit, i.e. 421, the withdrawal was correctly rejected as wagering had not been met.

The comment made (This is important as it shows I did not use bonus funds to profit from) is actually irrelevant as it is clearly stated in the T&C's that once a player accepts a bonus and plays the bonus and all rules are deemed to have been read and accepted. Upon withdrawal we warned KR22 and gave the player the chance to complete wagering thereby giving them the chance to keep their winnings. Most casinos would have simply cancelled the bonus and immediately cancelled all winnings at this point.

I do accept however, that what happened next is an error on our part. We will always allow a player to cash out their remaining funds (minus bonus and any winnings earned) and as such the attempted withdrawal of 200 should have been accepted. If this is indeed what happened I will resolve this immediately.

Once I receive the players username, I will check the facts and act accordingly.

Kind regards,

Ian
Asst Manager
Betfred Casino

 

[kr22]

I confirm everything what Betfred says here and also the fact that all has been resolved 100%.

Regards

 

[chuchu59]

Hello all,

I apologise for the late response to this issue, but I thought I would shed some light on the situation having replied to KR22 via PM.

The issue here seems to be a simple misunderstanding. Initially when the player attempted to withdraw more than their inital deposit, i.e. 421, the withdrawal was correctly rejected as wagering had not been met.

The comment made (This is important as it shows I did not use bonus funds to profit from) is actually irrelevant as it is clearly stated in the T&C's that once a player accepts a bonus and plays the bonus and all rules are deemed to have been read and accepted. Upon withdrawal we warned KR22 and gave the player the chance to complete wagering thereby giving them the chance to keep their winnings. Most casinos would have simply cancelled the bonus and immediately cancelled all winnings at this point.

I do accept however, that what happened next is an error on our part. We will always allow a player to cash out their remaining funds (minus bonus and any winnings earned) and as such the attempted withdrawal of 200 should have been accepted. If this is indeed what happened I will resolve this immediately.

Once I receive the players username, I will check the facts and act accordingly.

Kind regards,

Ian
Asst Manager
Betfred Casino

Credit where credit is due. Glad to see an operator shouldering some of the blame and not shifting it entirely to the customer. The issue seems to have been satisfactorily resolved now and the attitude of this operator is tops IMO.

 

[Betfred]

Thank you for the kind words.

In a perfect world mistakes wouldn't happen but when they do I like to think we will always resolve them fairly.

Thanks again.

Ian.