Betsafe Sportsbook feedback wanted

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SBR reported in November 2013 that Betsafe Sportsbook (SBR rating C-) confiscated €22,500 from a winning player.

Betsafe initially refused comment on the case citing privacy policy, but eventually shared details of the dispute with an SBR analyst. Betsafe ruled that it had sufficient proof that the player violated their terms and conditions.

Sportsbook Review published the following statement per Betsafe's request:

"The female player was placing bets on live football matches and although she verified her account with documents from onset, on her third withdrawal our Fraud Team decided to carry out enhanced due diligence by means of calling her to ensure the legitimacy of the account. The outcome of the Phone Verification was negative. It was very apparent that she was being prompted by a third party. We continued to try and contact this player by phone numerous times after the original call, and each time providing more evidence that she is not the one managing the account. As a result we closed the account and confiscated the funds. This decision is final and has been approved by senior management."

The player's only recourse was to launch complaints with the Lotteries and Gaming Authority (LGA) of Malta and the UK Gambling Commission, where Betsafe is licensed as a sportsbook and casino operator.

Betsafe players with feedback or complaints are encouraged to write to SBR at Players are asked to share their feedback on the payout speed, management, customer service, and bonus incentives offered by Betsafe.

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