Betfred withdrawal - documents request (unfair?)

[Newfourlegs]

Opened an account with Betfred and had no issues depositing funds.

Account was verified, as I’m led to believe automatically… I’m in the UK.

 

I managed to win £6000 and withdrew this, I also then decided to self exclude my account 15/20mins after.

I then receive a email asking for ‘full documents’ which includes passport, utilities and the front and back of the card.

The email does not state the documents are for the withdrawal, they state they are 

 

“in the interest of my account”

My account has been excluded for 6 years, so it’s clear they are not in the “interest of my account”

Are betfred in a position here to request these documents to process the withdrawal?

I thought the UKGC stopped all of this Bullshit when they request more documents after you have sent a withdrawal request.

Seems betfred have ‘masked’ the email by stating “in the interest of my account”.

I will submit the documents, just was wanting to see your guys views on this situation. 
 

 

[dagreenblazer]

Yo dude, this sounds more to me like they're just verifying it's actually you and that no criminals or 3rd party are using your account unauthorized.

 

If you've never sent these docs to casino before, then it is standard practice to have to submit them at some point - the automatic verification thing you thought was done is not full verification - that's just them having you declare you're a UK citizen, allowing you to open an account, deposit there & play - they're not breaking any Anti-Money Laundering Regs by accepting deposits without full verification, but they would be if they paid out withdrawals without full verification. I wouldn't be surprised if withdrawals over certain amount trigger automatic reverification requests too.

 

Also, I don't know if I'm reading your history correct, but it sounds like; you were excluded for 6 years, you then open a new acct, win 6K which you instantly withdraw and then reapply self-exclude 15 mins later?? Even to me who's never worked for a casino, that screams of unauthorised 3rd party account access bro!! So you've got to appreciate how it looks to them & why they are asking. And on the flip side these sort of checks do also protect you as a customer too - if someone had hacked your acct, and they just paid out without verification you would be rightly livid.

 

Betfred are relatively professional & trustworthy outfit so once you submit docs i would like to assume all will proceed & pay out fine - if they do decide to continue being dicks then look to take it further then. 

 

Mega Congrats on such an epic win too - sorry to hear it may be delayed tho hope you can enjoy it when it does come!

Edited 20 December, 2022 by dagreenblazer

[dagreenblazer]

Forgot to also add, although it sounded like i was overly defending them, casinos do also love delaying withdrawals sometimes too, and I'm sure they were probably hoping you wouldn't self-exclude again so quick lol!

So if you do find they are dragging their feet, please also remember following advice:

 

ALWAYS stay polite in all communications with them (in the event of escalation, this would then be a point in your favour)

 

And.....

 

NEVER NEVER EVER EVER say that you need the money or are waiting on using the withdrawal money - this is very important for all casinos, as any suggestion from you that you may be desperate for money is more than enough reason for them to close acct & retain funds due to Safer Gambling laws - they can claim they are protecting you from harm lol! You have to always sound like the withdrawal is an irrelevant bonus and you are playing with funds you can afford to lose - try to keep any criticism you do have to being just about the professionalism of their timescales rather than you need money to come asap. 

 

Apologies if you already knew all this dude, but for 6K i thought it's worth writing still! GLagain dude!

Edited 20 December, 2022 by dagreenblazer

[Newfourlegs]

Hi,

Small update on this.

I have never been self excluded before, and only ever excluded from 1 casino (ladbrokes).

I did although have a OLD Betfred account which I asked for it to be CLOSED….. maybe via the wrong email - I have this email still where I asked for my account to be closed and I never received a response…. I presumed it was closed.
 

I made  this account as I thought my old one was CLOSED …. Opened with no issues or checks etc.

I have now been told my winnings don’t count as it’s a duplicate account…. Nothing to do with exclusion.

 

£400 has been refunded. 
 

£6400 winnings withheld … so far….

 

••••• Seems very harsh, especially when I have evidence I asked for the old account to be closed…… (right or wrong I never received a reply back)

 

••••• all documents submitted and now a waiting game. 

[Ryflupl]

On 19/12/2022 at 22:01, Newfourlegs said:

Opened an account with Betfred and had no issues depositing funds.

Account was verified, as I’m led to believe automatically… I’m in the UK.

 

I managed to win £6000 and withdrew this, I also then decided to self exclude my account 15/20mins after.

I then receive a email asking for ‘full documents’ which includes passport, utilities and the front and back of the card.

The email does not state the documents are for the withdrawal, they state they are 

 

“in the interest of my account”

My account has been excluded for 6 years, so it’s clear they are not in the “interest of my account”

Are betfred in a position here to request these documents to process the withdrawal?

I thought the UKGC stopped all of this Bullshit when they request more documents after you have sent a withdrawal request.

Seems betfred have ‘masked’ the email by stating “in the interest of my account”.

I will submit the documents, just was wanting to see your guys views on this situation. 
 

Its standard  procedure to ask for proofs of I'd Etc. But because u won so much they eont want you anymore on that casino Haha. Also you self excluded. Which is great but not for them ofcourse