Hello, I had registered and played regularly on Betfair. Two months ago, I decided to close my account due to inactivity and requested in a chat that my money be sent to my IBAN, which I provided via customer service. However, after two months, they only closed my gaming account without sending me the money. I was told that I would be paid within 5 business days. They do not respond to my emails.

salve mi sono registrata e ho giocato regolarmente su betfair , due mesi fa ho deciso di chiudere il conto per inattività e gli ho detto in chat di mandare i soldi al mio iban che gli ho fornito via assistenza clienti, tuttoggi dopo due mesi hanno chiuso solo il mio conto gioco senza mandarmi i soldi e mi avevano detto in 5g lavorativi avrebbero pagato, alle email non rispondono

Hello emanuela5555,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betfair Casino IT. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account got closed right after your request? Do you have any proof of the pending withdrawal? How much exactly did you have on your account and was it all real money? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

yes the account closed almost two months ago and they don't respond to my emails, the money was all real money without using any bonus and I have no proof that they didn't send it to me other than my empty account....

you can ask them too, they told me they sent them to me a month ago when I went to live chat but they just make fun of me

si il conto è chiuso quasi due mesi fa e non rispondono alle mie email, i soldi erano tutti soldi veri senza usare nessun bonus e non ho prove che non me li abbiano inviati se non il mio conto vuoto....

potete chiedere pure a loro, mi hanno detto che me li inviano un mese fa quando sono andata in chat live ma mi prendono in giro e basta

any news on this? how does it work ? try contacting the casino and asking why they behave like this towards me? because I don't get shit on

novità al riguardo ? come funziona ? provate voi a contattare il casino e a chiedere come mai si comportano cosi con me? perche a me non mi cagano di striscio

casino guru? Betfair isn't responding yet, aren't you responding either?

casino guru ? gia non risponde betfair , neanche voi rispondete?

Thank you emanuela5555 for all the information provided. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello emanuela5555 ,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Betfair Casino IT to join the conversation.

Dear Betfair Casino IT,

Can you please provide an explanation as to why were the player's remaining funds still not received?

Nothing? do you rate them very high index as a casino and they don't even respond to you in 15 days? what is all this for?

nulla? li valutate indice molto alto come casino e neanche vi rispondono in 15 giorni? cosa serve tutto questo?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear emanuela5555,

I understand your dissatisfaction with the complaint process so far, but as our standard process, we allow each casino to react to complaints within 14 days. I can agree with you that a good casino should be able to react much quicker, but sadly, this is not always the case. Some big-brand casinos like Betfair do have their own internal complaint procedures and are not really cooperating with third-party Alternative Dispute Resolution (ADR) providers like us in resolving player complaints. We are always trying our best to contact the casinos and somehow find a suitable solution for the situation, but it is up to the casinos to cooperate.

I have contacted the casino team multiple times, but I have not heard back from them. I will still try to get in touch with them. In the meantime, you are free to submit an official complaint to the Agenzia delle Dogane e dei Monopoli (ADM), which is the casino's regulatory body in your country.

Fill out the complaints and suggestions form and then submit it to [email protected].

Dear emanuela5555,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli (ADM). Please fill out the complaints and suggestions form and then submit it to [email protected]. The Gaming Authority has more options and tools to help players. Please let me know how they responded at [email protected]. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru