Betsafe trying to rip me off!!! (proof inside)

[zmxncbv]

Firstly hello to the ask gamblers community I hope the holiday season is treating you all well!

Secondly I am writing to the community for help with an issue I am having with betsafe who I thought were a reputable casino not paying me a prize from a tournament.

About a week ago I came 4th in a slots tournament called the great gadget giveaway prizes are gadgets and a casino bonus with 2x wagering requirement.

The prize was 450 GBP and a "silver level gadget" of my choosing. (I chose an ipad).

Winning were meant to be paid out at 18:00 CET the following day, I waited and waited asking multiple times where the bonus and prize code were.
After around 3 days I was given the prize code but the bonus was no where to be seen.

I asked customer service multiple times what was happening with it and they told me it was coming and there was just a hold up with this promotion I thought this was understandable because it was christmas and things may take longer with less staff etc etc.

But then again I decided to ask when I should see the bonus in my account and I was shocked to see they had changed their tune and tried to tell me that no bonuses were offered as prizes only gadgets. This was told to me via email. I knew for a fact that the prizes for placings included gadgets and bonus funds and even have pictures of what the prizes were.

Here I will upload the evidence. I very much enjoyed gambling with this casino and cant believe they would lose a customer who deposits thousands over a 450 pound bonus and also throw their reputation down the toilet. 

So I would like to speak with a betsafe Rep and get what I am owed and I dont think that is much to ask at all.

Sorry for the clarity of the pictures they are clearly visible but they were taken on my cell phone. You can clearly see that 4th place prize is a silver gadget and 450gbp.

I have more photos of emails and such but I think this is enough for now.



 

[ValDes]

Hello there and welcome to AskGamblers. 

 

I'm afraid our forum is not the most suitable place for such disputes and strongly recommend you using AGCCS /AskGamblers Casino Complaints Service/. More to read here. Before submitting a complaint, please make sure to read carefully all the relevant terms and guidelines, otherwise you risk getting your case rejected by the AskGamblers Complaints Team. 

 

Let us know in case you need further assistance. 

[zmxncbv]

Ok thanks. The reason I posted it here was I could speak to a rep about it in public fashion so they couldnt just say take it up with someone who cares like I have seen other reps do to people in the complaints section.

Edit: I have submitted a formal complaint but would like to still speak with a betsafe rep to get this rectified.

[MacdoniS]

I hope for the better result mate. 

Welcome to askgamblers! 

[cocopop3011]

Out of curiosity did you get the iPad?

[zmxncbv]

Thanks for the reply's guys I have not received the ipad and am not sure if betsafe will send it. I have confirmation emails from their prize department that say it will take 2-4 weeks to receive so I will have to wait and see.

[cocopop3011]

Thanks for the reply's guys I have not received the ipad and am not sure if betsafe will send it. I have confirmation emails from their prize department that say it will take 2-4 weeks to receive so I will have to wait and see.

 

I have to be honest I'd be very very surprised if Betsafe didn't follow through with this. In regards to your bonus I really don't know.  Good luck with your complaint.

[zmxncbv]

Thanks cocopop. I actually thought betsafe were like a casino you could trust to honour bonuses and such. I think the evidence is pretty clear that a bonus was infact part of the prize for placing 4th. I also have more photos of discussions with customer support and emails telling me the bonus will be added soon before they turned around and tried to say there was no bonus.

[ValDes]

Hello there again. 

 

Please keep in mind that your case has been accepted and processed by the AskGamblers Complaints Team. I strongly recommend you limiting your complaints related statements within the AGCCS process from now on. Good luck with your claim. 

 

Let us know in case you need further assistance. 

[raverbabe]

Betsafe have been nothing but honourable in my dealings with them, so like other members have said I would be extremely surprised if this didn't get sorted out. It seems like a clear case of the left hand not talking to the right to me, and I would do your very best to get your screenshots to the highest placed employees that you can until somebody actually takes a look at them - it seems totally clear cut to me from the evidence you have provided, and I fully expect they will honour it with even a little something extra for your inconvenience.

[zmxncbv]

Thanks raverbabe. You are probably right. I hope so anyway haha. Iv talked to probably 8 different customer service people about it and they all seem to think the same thing. How would I go about getting my complaint to the highest possible employees? My complaint had just been accepted here if that is what you mean

[cocopop3011]

Thanks raverbabe. You are probably right. I hope so anyway haha. Iv talked to probably 8 different customer service people about it and they all seem to think the same thing. How would I go about getting my complaint to the highest possible employees? My complaint had just been accepted here if that is what you mean

 

You should let this compliant process before taking any further action.

[zmxncbv]

Ok Valdes will do. Thanks for the advice guys. About 23 hours left on the clock doesn't look like they are going to even reply which I think is very rude and seems to basically sum up their customer service.

[zmxncbv]

Well they didn't even reply to the complaint.

[ValDes]

Well they didn't even reply to the complaint.

 

Which is a shame of course and will cost them decreased rating. Not to mention the negative impact which every Unresolved complaint in AskGamblers could bring to any online casino operator. 

[cocopop3011]

Well they didn't even reply to the complaint.

 

Wow, I'm completely shocked that a casino like Betsafe didn't reply. Valdes is of course right this is a complete shame on their behalf.

 

Do you have an update on the iPad yet?

[zmxncbv]

Yeah it was a bit disappointing that there was no reply in such a time a wide time frame. Even a simple acknowledgement to say we will look into it would of been better than nothing.

 

After there was no reply I decided to make a complaint on another gambling forum which a rep has replied to so I will let you all know how it is responded to.

 

No iPad in sight but I'm hoping there is no problem there. Fingers crossed.

[cocopop3011]

Yeah it was a bit disappointing that there was no reply in such a time a wide time frame. Even a simple acknowledgement to say we will look into it would of been better than nothing.

 

After there was no reply I decided to make a complaint on another gambling forum which a rep has replied to so I will let you all know how it is responded to.

 

No iPad in sight but I'm hoping there is no problem there. Fingers crossed.

 

Yeah keep us updated mate. Which iPad did you win by the way? Pro/Air??

[Toplivecasinos]

Very surprising action by betsafe. I been even endorsing this casino to some of my friend because of its reputation as a safe and trusted casino. I hope your issues with them can be resolve and I will follow this thread until it close.

[cocopop3011]

I have to be honest I am surprised they did not reply to the complaint, but with a bit of luck the player will get this sorted.I wouldn't be bothered about the bonus as long as I got the iPad 

[zmxncbv]

Update: I have received the iPad in the mail. No sign of the bonus yet.

[cocopop3011]

Update: I have received the iPad in the mail. No sign of the bonus yet.

 

Yay!!!! This is great news, obviously not about the bonus but great you've received the iPad. 

 

Any news from Betsafe yet on the bonus situation?

[zmxncbv]

Over a month onward still no reply about the bonus

[zmxncbv]

This was never resolved. Shame on betsafe.

[cocopop3011]

It is a shame they never fixed the bonus issue for you but at least the iPad was sent - I'd be hapopy with that if it was me