Betfair suspend an account with approx. 65000 EUR on it.

[KittiP]

There's obviously some reason why Betfair's security team is doing this. It's not something random out of the blue. It never is. There's a reason. OP isn't stating that. They rarely do.

How do you know that, exactly?

[Kovac_]

There's obviously some reason why Betfair's security team is doing this. It's not something random out of the blue. It never is. There's a reason. OP isn't stating that. They rarely do.

I see there is always this tendency to defend the bookmaker, which is fine.
As far as I can do, more than quoting the entire relevant Live Chats and give SbrForum access to all the papers I sent to Betfair, I can't do.
So far they told me they neither have had the time to look into the matter.

That said,
living with 65000 Euro hanging on a balance, indefinitely, I can assure you it's not something that make you sleep well irregardless if you did something wrong or not. Simply the fact that you can't have access to your money make you feel, how can I explain..., not entirely OK.

[ZAMAZA]

Are you a professional player?

How long did it take you to make (2/3) the money?
Betfair may ask the same questions.
You've made a lot of money.

[piterp]

you kovac still not understand that they can do what they want -and no one can force them to be faster

[Kovac_]

They gave me 48 hours to sort things out.
I will keep you posted.

[Optional]

They gave me 48 hours to sort things out.
I will keep you posted.

That sounds encouraging at least.

[Kovac_]

That sounds encouraging at least.

Thanks for your support. Very much appreciated.

[ZAMAZA]

Be patient.

[Kovac_]

Still no news yet.
Weird coincidence:
Skrill asked me the same things.
I already gave my source of wealth to them last year, so it could be a case. But who knows?
However I spend the last 2 hours to compile the email I just sent them.
(I'm diamond with them since year)

[Optional]

Still no news yet.
Weird coincidence:
Skrill asked me the same things.
I already gave my source of wealth to them last year, so it could be a case. But who knows?
However I spend the last 2 hours to compile the email I just sent them.
(I'm diamond with them since year)

More likely they both just ask similar questions.

But also some chance this emanates from Skrill though.

If you have been SoW-ed before, and passed, chances are you will pass again.

[ZAMAZA]

But also some chance this emanates from Skrill though.

P.D. The disease gets worse.

[Kovac_]

Nightmare:
I'm tired and I don't know how to comment this.
Just one thing:
Today was the last day the original mail gave me in order to send the papers before the account to be closed (things that exactly happened). Seems like they never received them or something was missing but they are unable to tell me what was missing.
Nightmare, nightmare, nightmare.

Read from yourself:
You at 19:26, Feb 26:Hi

Operator at 19:28, Feb 26:Hi there! How can I help you?

You at 19:28, Feb 26:6 days ago you asked me to provide some papers that I did immediatly

You at 19:28, Feb 26:today I receveid an email informing my account was suspended and now I can't access my account

You at 19:28, Feb 26:What is going on?

You at 19:31, Feb 26an email asking the same things I already provided 6 days ago actually)

You at 19:31, Feb 26:and now when I try to log in the account is considered closed

Operator at 19:32, Feb 26:Hi there! I'm sorry to hear that. Please bear with me around 10 minutes to call to our relevant team and check what's wrong.

You at 19:32, Feb 26:Yes because I don't understand, I sent all the relevant papers 6 days ago. The same papers (source of wealth) were accepted by Skril

lYou at 19:33, Feb 26:now you sent an email where you ask the same thing you asked 6 days ago (the email is the same) but when I try to log on the account is closed

You at 19:33, Feb 26:something is clearly wrong

You at 19:34, Feb 26:and my stress level are high

Operator at 19:34, Feb 26:Please let me that time to call to our relevant team and see what's wrong.

You at 19:34, Feb 26:yes, consider also I have xxxxx EUR on this account

You at 19:35, Feb 26:I hope it's a mistake that can be rectified or explained and that we can find a solution, I can provide any sort of paper you require

Operator at 19:43, Feb 26:Thanks for waiting. To reactivate your account we need proof of ID like your passport or driving license, proof of address like a bank statement or utility bill not older than 6 months, proof of funds with a picture of your front card showing the 6 first and 4 last digits and finally a Sage PAYE like a P60 or payslip.

You at 19:44, Feb 26:but I'm sorry it's not a problem

You at 19:44, Feb 26:but sorry for the CAPSYou at 19:44, Feb 26:I ALREADY SENT IT 6 DAYS AGO

You at 19:44, Feb 26:what kind of end they did these papers?

Operator at 19:45, Feb 26:Can I ask you how did you send the documents? By chat?

You at 19:45, Feb 26:to escalations@betfair.com

You at 19:45, Feb 26nYou at 19:45, Feb 26:20/02/2020 **** AM CET

You at 19:45, Feb 26:Subject: R: Account StatusYou at 19:46, Feb 26:On 20/02/2020 **** AM CET Subject: R: ***** - Account Status

You at 19:47, Feb 26:On 20/02/2020 **** Subject: R: ***** - Account Status

You at 19:47, Feb 26:On 20/02/2020 **** PM CET Subject: R: Account Status

Operator at 19:47, Feb 26:Ok, Could you tell me which documents did you send as proof of ID, address, funds and P60 or payslip please?

You at 19:47, Feb 26:yesYou at 19:48, Feb 26:as proof of ID passport

Operator at 19:48, Feb 26:With that information I'm going to call to our team

You at 19:48, Feb 26:****

You at 19:48, Feb 26:and as salary

You at 19:49, Feb 26:I Sent screenshot of my bank account

You at 19:49, Feb 26:showing my name

You at 19:49, Feb 26:the amount of the salary

You at 19:49, Feb 26:and the type of job

You at 19:50, Feb 26:I don't want to seem rude but all of these were already sent days ago so I'm surprised that you said you didn't receive them

You at 19:51, Feb 26:I guess you can ping-pong in your system my emails from *****

Operator at 19:52, Feb 26:We need a bank statement or utility bill as proof of address not older than 6 months not your bank account. As proof of funds the photo of your front card showing the first 6 and last 4 digits. And finally a Sage PAYE like a P60 or payslip.

You at 19:52, Feb 26:And I sent utility bill

You at 19:52, Feb 26:ans bank statement as proof of address also

You at 19:53, Feb 26:and the photo of my credit card also

Operator at 19:53, Feb 26:Probably they received but it wasn't the right documents. I'm going to call again saying you sent these documents. Please allow me around 5 minutes.

You at 19:53, Feb 26:is all there

You at 19:53, Feb 26:Believe me if someone says to send me an electricity bill and a bank statement I sent them

You at 19:54, Feb 26:if they tell me to send copy of the CC I send it

You at 19:54, Feb 26:not the first time

You at 19:54, Feb 26:in my life I do that

You at 19:54, Feb 26:Please recall the emails

You at 19:54, Feb 26:I sentYou at 19:54, Feb 26:and verify by yourself

You at 19:55, Feb 26:In any case I can send them back again

Operator at 19:57, Feb 26:Thanks for waiting *. I call to the relevant team and they told me got your email with your documents. The next step is to verify all the documents by our Security Team. So unfortunately there is nothing I can do for you. When all your documents has been verified you'll be contacted by our Security team. Sorry for the inconvenience.

You at 19:58, Feb 26:I don't understand

You at 19:58, Feb 26:Before you tell me that something is missing

You at 19:58, Feb 26:now they didn't verify it?

You at 19:58, Feb 26:so why account is not closed?

You at 19:58, Feb 26:*now

Operator at 20:07, Feb 26:Sorry for misunderstood ***. The first step I told you is the regular procedure we do to reactivate an account. I called to in the second step to our Security team who received your email and is pending of verification.

Operator at 20:10, Feb 26:**** the only thing I can do for your is to escalate to our EMT team and verify your documents as soon as possible.

Operator at 20:11, Feb 26:Would you like I escalate them for your issue?

You at 20:11, Feb 26:Ok let's do that
You at 20:11, Feb 26:first of all
You at 20:11, Feb 26:question
You at 20:11, Feb 26:We’d appreciate it If you would send us In the following documentation. 1. Photographic identification, a passport or drivers licence which has not expired. 2. A copy Of a bank statement Or utility bill dated within the last 3 months. Please make sure we can see the address And your full name clearly On this.3. Documentation To demonstrate your funding payment method: • A copy Of a bank card, Or alternative payment methods such As Paypal, that Is registered To your Betfair account. Please cover all digits except the last 4 As a security measure. 4. Documentation to demonstrate your source of funds: • A full explanation As To how you are funding your account e.g. Salary Or savings, Property ownership other income, along With documentation that illustrates this e.g. Wage Slip/ P60/ company/Property ownership etc.

You at 20:11, Feb 26:you need this
You at 20:11, Feb 26:Am I right?
You at 20:12, Feb 26:it's the mail that caused the chaos
You at 20:12, Feb 26:if I'm right
You at 20:12, Feb 26:and you can confirm you need these
You at 20:12, Feb 26:I can send them to you
You at 20:12, Feb 26:I have here
You at 20:13, Feb 26:and you make me this favour to escalate to them

Operator at 20:15, Feb 26:Exactly *****I'm going to escalate them saying you sent all the documents to sort out your query as soon as possible. Please allow me around 10 minutes to do that for you.

You at 20:15, Feb 26k in the meantime I sent via Live chat?
You at 20:16, Feb 26sorry for all the chaos, but I don't know where the misunderstand is but 6 and a half days ago I was doing exactly the same things I'm doing now for apperently no reason since we came back at step 1)

Operator at 20:25, Feb 26:Thanks for waiting. I already sent your query to our team so I hope everything is sort out as soon as possible ***. That's the only thing I can do for you. I'm very sorry for the inconvenience.

You at 20:26, Feb 26on't you want me to send you via Live Chat once again all the papers?

You at 20:27, Feb 26:Maybe is better

You at 20:27, Feb 26:because if they found something wrong there, we can rectify here

You at 20:28, Feb 26:even if the lack of direct comunication between me and the verification dep makes it difficult to ping pong exactly what they thought was at their standard

You at 20:28, Feb 26:*was not

You at 20:28, Feb 26:but it's a matter of 5 minutes anyway

Operator at 20:29, Feb 26:Sorry ****but I'm an agent. Your documents are now in charge of our Security team to be reviewed. I'm sorry but it's the only thing I can do for you.

You at 20:30, Feb 26:...And I'm sorry if we start from the beginning again...but if we are here it is because something (in their mind) was missing

You at 20:30, Feb 26:while for me I sent all

You at 20:30, Feb 26:if we don't rectify it

You at 20:30, Feb 26:they will still have the same papers they reject

You at 20:30, Feb 26:and I will keep losing times

You at 20:31, Feb 26:So let's just say I send another email with all the papers again answering the original mail?

You at 20:32, Feb 26:I mean in Italian is called cedolino

You at 20:32, Feb 26:for the salaryYou at 20:32, Feb 26:I made the screenshot of the bank account highlightying the receiving of the salary

You at 20:32, Feb 26:maybe is this the problem

You at 20:33, Feb 26:who knows? how am I supposed to know?

Operator at 20:33, Feb 26:Sorry ****but there is nothing else I can do for you.

You at 20:33, Feb 26:I have ****EUR in my account

You at 20:34, Feb 26:you said there is nothing you can do? I mean I'm trying to find a solution here not yelling or doing something else

Operator at 20:35, Feb 26:***I told you what to do.

You at 20:35, Feb 26:Nothing if I understood correctly

You at 20:36, Feb 26:Just wait

Operator at 20:37, Feb 26:in conclusion **** there's only one solution for this. Unfortunately you need to wait for our Security team verify all your documents first and they'll be in touch with you when all this procedure is completed.

You at 20:38, Feb 26:I thought they came in touch today closing my account

You at 20:38, Feb 26:?

You at 20:40, Feb 26:However, I understand, it's a busy day of job for you, for me too, can you pass me over one of your colleague so I can try to find out what kind of paper they did not accept among the ones I already sent 6 days ago and finally rectify it? Because I tend to believe that if I do nothing, someone in the future will tell me that my account will remain closed because something (that I don't know) is missing

Operator at 20:49, Feb 26:Unfortunately I can't do that. Your documents needs to be verified by our Security Team and they'll be in touch with you as soon as possible.

You at 20:49, Feb 26:I'm re-sending the email...

[Optional]

Would you please try to reformat that so it is readable for us Kovac?

[Kovac_]

Would you please try to reformat that so it is readable for us Kovac?

Done.

[Kovac_]

What do I do now?

[moojoo]

When you get in line to be verified they will verify. You did all they asked for. Wait 7 more days,they will surely verify and inform you in thant period.

[Kovac_]

It's becoming annoying...

[ZAMAZA]

Be patient.



P.D. "God squeezes but doesn't drown"

[horja1]

Wow. Are you sure that is Betfair and not BetUNfair? What a poor customer service

[ZAMAZA]

Wow. Are you sure that is Betfair and not BetUNfair? What a poor customer service

There's a lot of money at stake...

[Vyasports]

Wow. Are you sure that is Betfair and not BetUNfair? What a poor customer service

[horja1]

There's a lot of money at stake...

Exactly. Live chat guy should do his homework/checking.

[dealer wins]

Its just unbelievable how Betfair deal with a high rolling client that makes them loads of money. I have no words for how truly awful their service is!!!

[KittiP]

That's very annoying, I see why you are pissed off, but I would say stop aggravating them on live chat with the extra comments and repeating the things that you are upset about, it might delay it even more.

[gamer1990]

Have patience. You have a very good chance of getting your money.

[KittiP]

I think that you have a good chance to get your money back, as in there is no reason from what you have said from them to keep it.

And betfair are pretty fair.

But, its so annoying how they can just put your money on hold, just because they can.

There should be a rule that says they send back 100% of deposits made throughout the life of the account to your latest deposit method and then they can hold the rest of the money while they do their checks.

Its still unfair because its your money, but at least it would be a bit less unfair.

[Kovac_]

All your comments are fair. Nothing to say about it.
SbrForum has all the papers Betfair had from the very beginning.
Skrill has them too.
Why is taking them so long, I don't understand.

[KittiP]

All your comments are fair. Nothing to say about it.
SbrForum has all the papers Betfair had from the very beginning.
Skrill has them too.
Why is taking them so long, I don't understand.

Big company, its just how it is, you aren't their only customer.

It is annoying though and should be quicker considering how big they are and how much they should make.

But then again, if we have a problem with how a company run their business, then its up to us whether or not we want to use them or not.

[ZAMAZA]

All your comments are fair. Nothing to say about it.
SbrForum has all the papers Betfair had from the very beginning.
Skrill has them too.
Why is taking them so long, I don't understand.

Betfair is testing your patience...

[CIS]

Big company, its just how it is, you aren't their only customer.

It is annoying though and should be quicker considering how big they are and how much they should make.

But then again, if we have a problem with how a company run their business, then its up to us whether or not we want to use them or not.

No offense but don't be a smartass. Guy has 60k in stake and ofc his worried. By looking that attitude from a big company its no wonder. They act like scam bookie regarding with deadlines and information given. Idk about UK but in a lot of EU countries, CS must give the deadline when they contact you. Usually for big companies it's 10 working days. Here, the guy has no clue wether all docs he sent are good or not and when someone contacts him. Also, years ago BF was way more loose regarding docs. Now, for example I sent 3x address verification doc and none of the sent docs they did not accepted while other bookies did. I had a choice not to choose betfair, he has not because he already has 60k in and it would be hard to write that off as a "business expense", even if ur br is 1mill...

[Kovac_]

Honestly I'm clueless. I don't even bother contacting them via Live Chat because they know nothing about what happens in "Second Level" or "Escalates Team". They don't provide timeframe (even after 10 days), a maximum timeframe, what is going on etc.etc. Non only, they stall you because they have your papers but they don't tell you if they are ok or not so you left with no choice than waiting...
And last but not least...You (I) have my account CLOSED and if it weren't for the screenshots I take I couldn't even know exactly how much I have in the account. And we are talking about Betfair, not a scrappy book here.
Happy days ahead, even looking at other thread here....

[henningts]

Wow, just reading this makes me really angry. What kind of customer service is this??

I hope you will get your money. Now I will think twice if I deposit there again.

When I opened my account there I also had trouble as I am german but live in Japan. I had to send a adress verification as well and they were unable to verify it as obviously all my bills here are in japanese. But they do take customers from Japan. After 6 weeks (!!!) I finally got my account verified. What a joke.

[ZAMAZA]

And last but not least...You (I) have my account CLOSED and if it weren't for the screenshots I take I couldn't even know exactly how much I have in the account. And we are talking about Betfair, not a scrappy book here.

That smells bad...

[DontTailMe]

No offense but don't be a smartass. Guy has 60k in stake and ofc his worried. By looking that attitude from a big company its no wonder. They act like scam bookie regarding with deadlines and information given. Idk about UK but in a lot of EU countries, CS must give the deadline when they contact you. Usually for big companies it's 10 working days. Here, the guy has no clue wether all docs he sent are good or not and when someone contacts him. Also, years ago BF was way more loose regarding docs. Now, for example I sent 3x address verification doc and none of the sent docs they did not accepted while other bookies did. I had a choice not to choose betfair, he has not because he already has 60k in and it would be hard to write that off as a "business expense", even if ur br is 1mill...

That post doesn't read as a smart ass to me at all. He's just telling it like it is, and he's not exactly forgiving the company's behavior either.

[Kovac_]

29292314[/URL]]That smells bad...

It was an automated decision with an automated email. For them, I never sent any papers in the prior 7 days meant before the deadline. See first log chat.