Betfair closed my account (there was more than 32K EURO)
My account was closed by Betfair security as a result of check without the right to a refund money(on my account was more than 32k EURO).
(sorry for my English I am not native speaker)
For the first time when I tried to log-in the account on August 21 I saw a message:«Access to this account is denied - this account has been closed. Please contact us if you have any questions». When I saw this message, I naturally started contacting with the live support and wrote to the email. I received a response that my account is being verified.
Next day, August 22, I turned to the Russian-speaking support by email to find out the deadlines of the verification
On the same day I receive an answer. They said that I must to send them a documents like passport, skrill screenshot and proof of the living-address.
and I have sent it and asked What is the reason of the closing my account and Is using VPN legal
The next day I got an answer : «Please accept our apologies for the inconvenience, this is a periodic check.. Using VPN and Proxy is contrary to our rules and regulations, but for players from Russia we make concessions and do not prohibit using our site in this way.»
answered: I understand, thank you very much. I will wait for the result.
The next day - August 24, I received a response from the security service regarding verification. They asked to change a format of the photo from HEIC to Jpeg or pdf.
So, I sent it to JPG format.
The most interesting begin from this moment : documents were sent on August 24. Average verifying time is 72 hours : «Verifying your account: Average Time to answer is 72 hours».
Two days has passed, I began to write in live chat…. They apologized for the delay and wrote that they are needed more time
The next day, I called directly to the English-speaking support - they said that all of the documents were accepted except the utility bill and they needed more time.
Then, on August 28, I wrote again for Russian-language support and try to find out if everything is fine and when my account be unlocked
I have not got a reply to this message, I waited a couple of days before August 30 and wrote to Russian-speaking live support
She sent a request to update the data to security department. She said that they will answer me during the day on email.
So, I did not get an answer and August 31 I wrote to Russian-speaking live support again.
She wrote that my account is closed and I can not withdraw my money! Also they will not tell me the reason.
+letter which is confirming the closing my account: "We are sorry to inform you that your account with Betfair has been closed. This decision has been made by our department on business grounds and in line with our terms and conditions."
On possibility to dispute this decision, money back or receiving the result of the security check I got the answer that this decision is final and I can not
I wrote to the higher department of the "Escalation Management Team" they answered the same:
"I hope that this email finds you well. My sincere apologies for any frustration or inconvenience which this issue may have caused to you. Having taken a look into your account, I can confirm that the account in question has been closed on business grounds. This is in line with the terms and conditions which were agreed to when the account was created. As the account has been closed on business grounds, all funds held on the account at the time of closure will be retained. Please see below for the relevant terms and conditions: Either we or you may suspend or terminate your account at any time, either with or without cause, upon notice (we will use our reasonable endeavours to give such notice to you either before or after suspending or terminating your account). Please contact the Betfair Helpdesk if you would like to close your account. Following termination or suspension of your account, the Trustee will, in the normal course of events, return any funds in your account to you in accordance with the Trust Deed. However, we reserve the right to notify the Trustee to withhold the funds in your account from you pending the determination of any investigation (including any relevant external investigation) where: We suspect you have acted in breach of these Terms and Conditions or any other agreement relevant to your activities on our site, including where we suspect the account has been linked with fraudulent or dishonest activity; and/or We have to notify the Trustee to withhold the funds in your account by law or to comply with any advice, request or instruction from any governmental, regulatory or enforcement authority. Following the determination of any such investigation we reserve the right to seize some or all of the funds in your account (by notifying the Trustee that the funds in your account should be released to us) if we are satisfied that you have acted in breach of these Terms and Conditions or any other agreement relevant to your activities on our site. We will deal with any funds obtained by us in this manner at our sole and absolute discretion and/or in accordance with any advice, request or instruction from any governmental, regulatory or enforcement authority. I fully appreciate that this is not the response which you were hoping to receive, however form our end, there is nothing further which we can do as this decision is final. Thanks, Christian Betfair Customer Service Management"
I will try to back my money from account because I didn't do anything illegal
I really need your support guys, any ideas what can be done
p.s. I wanted to provide screenshots of conversations, but this is not possible for new users
(sorry for my English I am not native speaker)
For the first time when I tried to log-in the account on August 21 I saw a message:«Access to this account is denied - this account has been closed. Please contact us if you have any questions». When I saw this message, I naturally started contacting with the live support and wrote to the email. I received a response that my account is being verified.
Next day, August 22, I turned to the Russian-speaking support by email to find out the deadlines of the verification
On the same day I receive an answer. They said that I must to send them a documents like passport, skrill screenshot and proof of the living-address.
and I have sent it and asked What is the reason of the closing my account and Is using VPN legal
The next day I got an answer : «Please accept our apologies for the inconvenience, this is a periodic check.. Using VPN and Proxy is contrary to our rules and regulations, but for players from Russia we make concessions and do not prohibit using our site in this way.»
answered: I understand, thank you very much. I will wait for the result.
The next day - August 24, I received a response from the security service regarding verification. They asked to change a format of the photo from HEIC to Jpeg or pdf.
So, I sent it to JPG format.
The most interesting begin from this moment : documents were sent on August 24. Average verifying time is 72 hours : «Verifying your account: Average Time to answer is 72 hours».
Two days has passed, I began to write in live chat…. They apologized for the delay and wrote that they are needed more time
The next day, I called directly to the English-speaking support - they said that all of the documents were accepted except the utility bill and they needed more time.
Then, on August 28, I wrote again for Russian-language support and try to find out if everything is fine and when my account be unlocked
I have not got a reply to this message, I waited a couple of days before August 30 and wrote to Russian-speaking live support
She sent a request to update the data to security department. She said that they will answer me during the day on email.
So, I did not get an answer and August 31 I wrote to Russian-speaking live support again.
She wrote that my account is closed and I can not withdraw my money! Also they will not tell me the reason.
+letter which is confirming the closing my account: "We are sorry to inform you that your account with Betfair has been closed. This decision has been made by our department on business grounds and in line with our terms and conditions."
On possibility to dispute this decision, money back or receiving the result of the security check I got the answer that this decision is final and I can not
I wrote to the higher department of the "Escalation Management Team" they answered the same:
"I hope that this email finds you well. My sincere apologies for any frustration or inconvenience which this issue may have caused to you. Having taken a look into your account, I can confirm that the account in question has been closed on business grounds. This is in line with the terms and conditions which were agreed to when the account was created. As the account has been closed on business grounds, all funds held on the account at the time of closure will be retained. Please see below for the relevant terms and conditions: Either we or you may suspend or terminate your account at any time, either with or without cause, upon notice (we will use our reasonable endeavours to give such notice to you either before or after suspending or terminating your account). Please contact the Betfair Helpdesk if you would like to close your account. Following termination or suspension of your account, the Trustee will, in the normal course of events, return any funds in your account to you in accordance with the Trust Deed. However, we reserve the right to notify the Trustee to withhold the funds in your account from you pending the determination of any investigation (including any relevant external investigation) where: We suspect you have acted in breach of these Terms and Conditions or any other agreement relevant to your activities on our site, including where we suspect the account has been linked with fraudulent or dishonest activity; and/or We have to notify the Trustee to withhold the funds in your account by law or to comply with any advice, request or instruction from any governmental, regulatory or enforcement authority. Following the determination of any such investigation we reserve the right to seize some or all of the funds in your account (by notifying the Trustee that the funds in your account should be released to us) if we are satisfied that you have acted in breach of these Terms and Conditions or any other agreement relevant to your activities on our site. We will deal with any funds obtained by us in this manner at our sole and absolute discretion and/or in accordance with any advice, request or instruction from any governmental, regulatory or enforcement authority. I fully appreciate that this is not the response which you were hoping to receive, however form our end, there is nothing further which we can do as this decision is final. Thanks, Christian Betfair Customer Service Management"
I will try to back my money from account because I didn't do anything illegal
I really need your support guys, any ideas what can be done
p.s. I wanted to provide screenshots of conversations, but this is not possible for new users
