Betfair Casino IT - Os ganhos do jogador foram atrasados e a conta bloqueada.

Hello, on 06/04/24 I played a slot at Battair, and after a few hours, I decided to withdraw 2500 euros through PayPal. Immediately after, my account was suspended. I received an email from the casino requesting a series of documents to validate my account, which I sent. However, it has been about ten days now, and whenever I try to ask for clarification, no one responds. In the meantime, my account, which still had approximately 1000 euros in the game account, remains blocked. Could you please look into this? Thank you.

Buongiorno, in data 04/06/24 ho giocato a una slot su Battair, dopo qualche ora ho deciso di prelevare 2500 euro tramite PayPal. Subito dopo l’account e’ stato sospeso. Mi è arrivata una mail da parte del casinò che mi chiedeva di inviare tutta una serie di documenti per convalidare l’account, ho inviato il tutto, ma da una decina di giorni quando provo a scrivere chiarimenti, nessuno risponde, nel frattempo l’account sul quale erano disponibili ancora circa 1000 euro sul conto gioco è ancora bloccato. Potete fare delle verifiche per cortesia? Grazie

Dear Ladyhawke7,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’ve encountered with Batfair Casino. To assist you further, could you please provide more details regarding the following:

• Can you specify the documents requested by the casino to validate your account?
• Were these documents submitted promptly after the request?
• When you attempt to contact the casino for clarification, how are you reaching out (email, live chat, etc.)?
• Have you received any automated responses or acknowledgments?

Additionally, if you have any copies of the email correspondence or screenshots of your account status, including the suspension and communication with the casino, please consider forwarding them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good morning, thanks for the quick response. I communicated via email to send the following documents: identity card source and back, PayPal account screenshot, proof of address with registry certificate and utility bill. The PayPal screenshot initially didn't go well because they wanted it from the PC, so I redid it correctly and sent it on 06/10/24. I also communicated via chat to ask for explanations for such long waiting times, but they told me to contact the usual address by email italiandocumenti@betfair.com , from this address however I only receive the automatic response, but still no explanation.

Buongiorno, grazie per la celere risposta. Ho comunicato tramite mail per inviare i seguenti documenti: carta d’identità fonte e retro, screenshot account PayPal, prova d’indirizzo con certificato anagrafe e bolletta. Lo screenshot di PayPal inizialmente non andava bene perché lo volevano da pc, così l’ho rifatto correttamente ed inviato il 10/06/24. Ho comunicato anche via chat per chiedere spiegazioni per i tempi di attesa così lunghi, ma mi hanno detto di contattare per e-mail il solito indirizzo italiandocumenti@betfair.com, da questo inirizzo però ricevo solo la risposta automatica, ma ancora nessuna spiegazione.

Thank you very much, Ladyhawke7, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you very much, let's hope it gets resolved soon...

Grazie mille, speriamo si risolva presto…

Good morning, I wanted to let you know that the account was finally reactivated a few minutes ago, everything resolved, thank you very much for the support.

Buongiorno, volevo avvisare che finalmente il conto è stato riattivato pochi minuti fa, tutto risolto, grazie mille per il supporto.

Great news! Thank you, Ladyhawke7, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru