[B93]

I know SBR no longer deals with bwin going from previous (extremely old) threads I've read, but I was looking for an incite if anybody has advice?

I've had an account with them for around 6 months as an occasional bookie (WH and BF for regular usage), no issue at all with my depositing or withdrawals, in fact they've been pretty decent... until now.

Beginning of December managed to accumulate over £8k, withdrawn over £5k no problem and left £3k in to play with. Logged in and they had closed my account and told me to contact CS which I did. My account was under investigation with the VIP account management team pending verification despite not being a part of VIP - I sent my ID off with a selfie to verify. This was accepted but nothing else could be done without having a recorded phone call.

Weeks went by with no phone call, contacted CS again and they said they needed statements from my MB or no phone call - sent them off. Still no phone call. Phoned them in Jan and had to wait another week for a phone call and I didn't get that until second week of Jan after I phoned. VIP account management phoned me, asked questions to verify myself and about my betting history etc as a part of the KYC scheme. He then told me to save his number and asked for proof of income/funding and deposits into my MB and he will release my account to withdraw or bet with the balance, I agreed. I sent off statements - 2 months worth for income/fund proof, and then selected dates for my deposits as there was over 100 pages of statements otherwise.

Tried phoning him a week later for a follow up but no answer. Phoned CS and they emailed him. Had a response from another person (not VIP/AM) saying she will be taking over, she's now saying the dates were inconsistent, no shit! I told them that in the email. Asked for further dates so they can be "investigated". She stated that because my account has been open for x amount if months, it is highly likely it's being used for disclosed activities? Wtf. Anyway I sent off the additional dates she wanted.

TLDR; Bwin closed account with £3k inside, requesting a shit load of information from me which I've sent but they're asking for more making excuses to hold my money longer.

I feel like I'm needing to run through a field of nettles to get my money - is it something I'm going to need to take down the legal route maybe, or will they pay?

[cashin81]

Bwin are criminals.

dont see an ibas logo on their site either. Ibas are shit for wrong setlement but for this case should help if youre in uk, bwin are shit,

[ichiro4thehall]

Yeah, Bwin were the pioneers of the spend every penny on advertsing we cannot afford method and then slow pay/no pay customers to pay for it. 1xbet studied this and copied it very well.

I haven't kept up with them much OP. I would still be confident you will get your money if you remain calm and just accept they are intentionally fukking with you for winning and wanting to withdraw.

I did not know SBR doesn't deal with them which if true isn't a good sign. I'm pretty sure they are still regulated in the UK for UK customers. Last year they were fined by the Gambling commission so I'd maybe write to them or in dealing with the Bwin VIP manager bluff him about reporting BWin and ask his name, official title, ask for written notice of the specific term or terms you have broken or being asked to comply with. Basically, make it easier on them to pay you 3k than deal with you. And never play there again!!!

Also, since they own PartyPoker, if you are inclined, bombard their Twitter asking to be paid etc. They won't like bad publicity. I'd guess the Party twitter account gets more traffic.

[ichiro4thehall]

Just checked, bwin.com is licensed in the UK with the Gambling Commission under the name ElectraWorks Limited, reference 39011.

I'd definitely bluff this first by asking for written confirmation of why you haven't been paid etc as going down the formal legal route might take time to get your 3k.

Also, before you contact the Gambling Commission, you should check bwin's website as they should have posted information about dispute resolutiton. This will be basic steps you should try first before contacting the Gambling Commission. Be sure to complete these steps as if you write to the Gambling Commission and don't explain that you are aware of the dispute resolution steps and have taken them they will send basic reply telling you to complete them before contacting them further.

If Bwin does not have dispuite resolution steps listed pertaining to their UK GC license be sure to mention this to the GC, it will piss them off regarding Bwin big style and help your case and speed up its resoluton.

[Optional]

I know SBR no longer deals with bwin going from previous (extremely old) threads I've read, but I was looking for an incite if anybody has advice?

I've had an account with them for around 6 months as an occasional bookie (WH and BF for regular usage), no issue at all with my depositing or withdrawals, in fact they've been pretty decent... until now.

Beginning of December managed to accumulate over £8k, withdrawn over £5k no problem and left £3k in to play with. Logged in and they had closed my account and told me to contact CS which I did. My account was under investigation with the VIP account management team pending verification despite not being a part of VIP - I sent my ID off with a selfie to verify. This was accepted but nothing else could be done without having a recorded phone call.

Weeks went by with no phone call, contacted CS again and they said they needed statements from my MB or no phone call - sent them off. Still no phone call. Phoned them in Jan and had to wait another week for a phone call and I didn't get that until second week of Jan after I phoned. VIP account management phoned me, asked questions to verify myself and about my betting history etc as a part of the KYC scheme. He then told me to save his number and asked for proof of income/funding and deposits into my MB and he will release my account to withdraw or bet with the balance, I agreed. I sent off statements - 2 months worth for income/fund proof, and then selected dates for my deposits as there was over 100 pages of statements otherwise.

Tried phoning him a week later for a follow up but no answer. Phoned CS and they emailed him. Had a response from another person (not VIP/AM) saying she will be taking over, she's now saying the dates were inconsistent, no shit! I told them that in the email. Asked for further dates so they can be "investigated". She stated that because my account has been open for x amount if months, it is highly likely it's being used for disclosed activities? Wtf. Anyway I sent off the additional dates she wanted.

TLDR; Bwin closed account with £3k inside, requesting a shit load of information from me which I've sent but they're asking for more making excuses to hold my money longer.

I feel like I'm needing to run through a field of nettles to get my money - is it something I'm going to need to take down the legal route maybe, or will they pay?

It is not that SBR wont deal with Bwin, it's that bwin won't discuss or negotiate with anyone. And respond just as slowly to us as you.

You are still welcome to submit a sportsbook complaint form and we can have a go, just don't get your hopes high for that.


Your best bet is an email to IBAS (adjudication@ibas-uk.co.uk), CCed to the UKGC (info@gamblingcommission.gov.uk).

Your most viable point of argument, that should be mentioned up top, is the length of time Bwin are taking. Under the UKGC guidelines books have a maximum 8 weeks to resolve problems from the time you complain. If that period has passed, state it clearly up front.

Then mention that you are happy to comply with any reasonable request and briefly tell them the extent you already have complied, in particular 100 pages of statements to prove your source of income and ability to afford to gamble. But no need to go overboard about that. IBAS and UKGC will agree Bwin can do that (which sucks IMHO), conetrate on how unreasonable the time frame and responses are.

Basically tell IBAS you want them to order Bwin to hurry the hell up... not order them to change their requests.

[B93]

Thanks for the replies.

As I had no reply to my last email I decided to phone them again. I spoke to the person it has been handed to (they are in fact a he and not a she *oops*). Apparently all of my documents are now with their legal department for inspection, he wouldn't give me an answer why to begin with as he apparently wasn't inclined to. He then opened up and mentioned there may have been suspicions and it's in their hands for them to check over my 'habits' and 'affordability', then proclaimed a response from the legal team will be this week in which he will contact me - I don't have high hopes, but I'm welcome to phone them anytime. I mentioned I'm heading for a formal complaint with UKGC and his response was "you're more than welcome to but it won't speed up the process, unfortunately".

Would it be worth waiting out this week, see what the so-called legal department have to say, then head to UKGC/IBAS or just go straight in with it them?

[Optional]

Thanks for the replies.

As I had no reply to my last email I decided to phone them again. I spoke to the person it has been handed to (they are in fact a he and not a she *oops*). Apparently all of my documents are now with their legal department for inspection, he wouldn't give me an answer why to begin with as he apparently wasn't inclined to. He then opened up and mentioned there may have been suspicions and it's in their hands for them to check over my 'habits' and 'affordability', then proclaimed a response from the legal team will be this week in which he will contact me - I don't have high hopes, but I'm welcome to phone them anytime. I mentioned I'm heading for a formal complaint with UKGC and his response was "you're more than welcome to but it won't speed up the process, unfortunately".

Would it be worth waiting out this week, see what the so-called legal department have to say, then head to UKGC/IBAS or just go straight in with it them?

If they have stopped asking for information and are just asking you to wait, I would do that.

It will be much easier to just get your money from them willingly than to fight for it.

And there is no need to tell them you are about to lodge a complaint. All that can do is make the security section people make double sure they can technically justify themselves without bothering them or making them hurry up at all. An inquiry from IBAS to the non-security management asking why the 8 week guidelines are being breached, without prior notice, is much more effective.