Betfred payout issue

**Optional** · 12-14-16, 09:41 AM

Hi Searcher. Welcome to SBR.

Frustrating as this is, many people with internet only bank accounts run across the same issue.

Can you order a hard copy statement on letterhead from your bank? That will be by far the easiest way to resolve this.

**searcher89** · 12-14-16, 09:51 AM

what do you mean by hard copy and letterhead ? Sorry , not my native language.
I told them to phone the bank and ask whatever they want , but they dont want to do it.
That is the way how the bank show/print the statement and i cant do anything about it.
It is the bank who decides whether a statement is official or not , and not Betfred.

how can i upload the image here , so you can judge it yourself ?

I also told them that i can give another statement form another bank (my own bank account), which statement comply their needs.But they refused saying that i must withdraw at the same bank i deposited.

**Optional** · 12-14-16, 09:56 AM

Originally posted by searcher89

what do you mean by hard copy and letterhead ? Sorry , not my native language.
I told them to phone the bank and ask whatever they want , but they dont want to do it.
That is the way how the bank show/print the statement and i cant do anything about it.
It is the bank who decides whether a statement is official or not , and not Betfred.

how can i upload the image here , so you can judge it yourself ?

I also told them that i can give another statement form another bank (my own bank account), which statement comply their needs.But they refused saying that i must withdraw at the same bank i deposited.

If you would like to email it to ************ I'll take a look and let you know if it looks like it should comply or not.

**searcher89** · 12-14-16, 10:03 AM

thank you for your help , i just sent it by email.
I have underlined my name , account number and branch bank name (located at the top).

I have also hidden by paint all the transactions since they are private ones , and left visible only the transactions with betfred.

I cant get what the point is.They think i am a scammer ? I deposited with my own card , provided the card several times , sent all they wanted.
I also tell them to phone the bank ; or to provide a different bank detail with staetement.

Dont know what to do else

**Optional** · 12-14-16, 10:10 AM

Originally posted by searcher89

thank you for your help , i just sent it by email.

I have underlined my name , account number and branch bank name (located at the top).

I have also hidden by paint all the transactions since they are private ones , and left visible only the transactions with betfred.

I received it.

Unfortunately I can tell you for certain that no UK book will accept that as an official bank statement.

It is just an ordinary computer printout with a bank stamp and initials. Is that the bank name and address typed on the second page?

What they want is a document that has the banks logo and contact details. Letterhead is the official paper a bank would use to write a mailed letter to you.

In most places you can ask the bank to give you a statement on bank letterhead to meet this requirement. It's only a small handful of internet only banks that won't and are a real problem for people.

**searcher89** · 12-14-16, 10:17 AM

In the second page are shown :
- my name
- my address
- bank name ( credins bank) along with the swift code
- IBAN

This is what they gave me , even when i went to ask a more serious one for the second time.

I will go again , but i doubt there is anything to do.As i said , they can call the bank to speak.
What can i do ? There is nothing on my hand

**Optional** · 12-14-16, 10:21 AM

Originally posted by searcher89

In the second page are shown :
- my name
- my address
- bank name ( credins bank) along with the swift code
- IBAN

This is what they gave me , even when i went to ask a more serious one for the second time.

I will go again , but i doubt there is anything to do.As i said , they can call the bank to speak.
What can i do ? There is nothing on my hand

In my country I would need to ring the head office and wait until they mail it to my home.

A local branch cannot produce it themselves here.

And they don't want to call the bank because they want to have a scan of a piece of paper that meets KYC standards to put on file.

**searcher89** · 12-14-16, 10:26 AM

i got those statements at branches indeed , so i will go one more time at the head office and see if i can get the right one.

Thanks fr your help

**Optional** · 12-14-16, 10:39 AM

Originally posted by searcher89

i got those statements at branches indeed , so i will go one more time at the head office and see if i can get the right one.

Thanks fr your help

Sorry i could not give you any better news.

One alternative if you cannot obtain it may be to ask your local manager to write a letter stating that the attached signed/stamped printout is a true official copy of your bank statement. I am not really confident about that working but it is worth a try as a last resort.

Another idea might be to suggest that Betfred can login to your bank account to verify the printed statement is accurate, if you are willing to do that. I don't really think they will agree to this either but it will show you are willing to comply any way that you can at least.

Offering to provide to a witnessed statutory declaration that the printout is genuine is another idea.

Whatever you do, when speaking to them always keep offering to do whatever you can to help them approve you and avoid saying you will not or cannot do anything, as they might take that as a refusal to complete KYC.

Occasionally just being so obviously willing to do whatever is needed can see them overlook minor issues like this.

**searcher89** · 12-16-16, 09:18 AM

I finally sent them my credit card statement which shows my name , my adress , bank name + logo , and even the deposit to them.
I just sent it to you by email and you can judge it yourself.
But , they are simply not willing to cooperate and finally even closed my account returning me only deposits and confiscating winning of 938 eur.

Could you please intervene and help me ?
I offered them to do whatever they wanted , but they simply ignored me and got my winnings.
Of course that i will write to ibas and their regulator too.

**Optional** · 12-16-16, 11:21 AM

Originally posted by searcher89

I finally sent them my credit card statement which shows my name , my adress , bank name + logo , and even the deposit to them.
I just sent it to you by email and you can judge it yourself.
But , they are simply not willing to cooperate and finally even closed my account returning me only deposits and confiscating winning of 938 eur.

Could you please intervene and help me ?
I offered them to do whatever they wanted , but they simply ignored me and got my winnings.
Of course that i will write to ibas and their regulator too.

Ugh. You are welcome to submit an SBR sportsbook complaint form but when they boot you for failed KYC there is little SBR can really do.

Good news is that as you are outside the UK you at least have a decent regulator to appeal to with BetFred. https://www.gibraltar.gov.gi/new/remote-gambling

Treat them the same way I suggested you do for BetFred. Make it clear you are happy to supply anything that you are able to satisfy them. I'd also say to the regulator that you have ordered the cheque account statement Betfred wanted (if you have) and had only sent the credit card one in advance as you thought it would help.

It's pretty obvious you are trying to comply so hopefully they order BetFred to reopen the KYC process. Thye wont be able to order them to take your current bank printout or anything like that. Or make a ruling about KYC. Just tell them to keep trying with you. But at the end of that I think you will still have to find a way to get the proper style bank statement they want. :\

**searcher89** · 12-16-16, 12:00 PM

I already offered them my help , but they keep saying : " account closed , deposit will be returned , no more business"

to make things clearer , i deposited with 2 different cards
1) one deposit was made by debit card from bank A (domestic bank)
2) the other deposit was made by credit card from bank B (foreign bank)

Firstly , i provided the bank statement from bank A and it was refused.
I was told by the bank : " All domestic operators recognize this statement because it is signed and stamped by our bank.It is not our bussiness that a 3rd foreign party dont recognize it.This is our bank , this is how we do it it , there is nothing else we can do."
We should keep in mind that this is a small domestic bank and maybe that is a reason ??!!

So , i went to Bank B to get a credit card statement and a account statement.Both these statements are shown in the way Betfred wants it ( maybe because this is a international bank ?! ).
I offered Betfred these statements , but they dont want to look them anymore.

I will send you these statements later when i fill the complaint.
These statements have everything : my name , my adress , account number , iban , bank name + logo , they are even signed and stamped by the bank.

**Optional** · 12-16-16, 02:26 PM

Honestly, as frustrating as it is, even if Gibraltar order BetFred to re-open KYC it does not sound like they are going to bend about the statement

I've seen this same attitude from other UK books before too regarding the proper type of bank statement. I don't know why it is such a big thing to them really. Surely just the confirmable information should be enough.

**searcher89** · 12-16-16, 02:39 PM

why is it failed KYC ?
I want to send the bank statement (the 2nd bank which is international) , but they dont want to look at it.
I sent to you by email and you already confirmed that this bank statement is the way how it should be.

the 1st bank told me clearly : This is our official bank statement and everyone should recognize here.
WHAT IS MY FAULT ?? Just that is the way how that bank works

Thats why i went to the 2nd bank...Now , why they dont want to look at it ??

And i dont understand why this fvking bank statement should be such a big deal..I also deposited to Bet365 and was not even asked for any bank statement at all...They just asked the bank details and that was all : the same with bwin.

**Optional** · 12-16-16, 02:41 PM

I agree.

Let's hope that the Gibraltar regulator sees the same sense and helps.

**searcher89** · 12-16-16, 03:27 PM

so , are we so unprotected ?

a bookie can decide itself whether a bank statement is official or not just because they dont like the statement style ?
why dont they call the bank to verify it ? I told them endless times to do it.
So , all the banks must show the statements the style how uk requires it ?!
what are these bullshits ??

I luckily deposited with 2 different banks.
Why dont they accept the other bank statement which is the same style they want it ?

its obvious they want to steal money and dont want to cooperate

**Optional** · 12-16-16, 03:40 PM

Originally posted by searcher89

so , are we so unprotected ?

a bookie can decide itself whether a bank statement is official or not just because they dont like the statement style ?
why dont they call the bank to verify it ? I told them endless times to do it.
So , all the banks must show the statements the style how uk requires it ?!
what are these bullshits ??

I luckily deposited with 2 different banks.
Why dont they accept the other bank statement which is the same style they want it ?

its obvious they want to steal money and dont want to cooperate

I can't tell you for sure how Gibraltar will rule.

But as I mentioned it's lucky you are not in the UK, as nothing would convince IBAS to over rule BetFred based on UK legislation.

**searcher89** · 01-02-17, 08:26 AM

cant you please help me with speaking with betfred ?

I sent them the bank staetement the style they want , but they ignore me

**Optional** · 01-02-17, 11:07 AM

Originally posted by searcher89

cant you please help me with speaking with betfred ?

I sent them the bank staetement the style they want , but they ignore me

I'm sorry but I would suggest SBR do that if I thought there was even a slight chance it would help. But I know it wont.

How did you go with the Gibraltar regulator?

**searcher89** · 01-04-17, 09:07 AM

I was told to fill a Complaint Resolution Request Form (CRRF) , but dont know how to do it.

How can i submit it ?

**Optional** · 01-04-17, 06:44 PM

Originally posted by searcher89

I was told to fill a Complaint Resolution Request Form (CRRF) , but dont know how to do it.

How can i submit it ?

You can download it here: https://www.gibraltar.gov.gi/new/sit...0V%201.0.5.pdf

You need to email and post it. Instructions on the form.

**searcher89** · 01-05-17, 12:22 PM

How should i fill the complaint ?

Should i print it and write by hand ? or copy to word and fill there ?

**Optional** · 01-05-17, 02:44 PM

I would use a PDF editor to fill it in but copying it to Word should be fine too. And typing the answers is fine. Or hand writing if you want. Not a biggie.

Google Search

https://www.google.com/search?q=pdf+editor