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

**Vyasports** · 02-21-20, 02:34 PM

a bit confused here...you made deposits that adds up to 65000EUR ?

**ouzoun** · 02-21-20, 03:27 PM

Originally posted by Vyasports

a bit confused here...you made deposits that adds up to 65000EUR ?

Why not?

**Optional** · 02-21-20, 05:30 PM

How long ago did you open the account?

If it is a new account with deposits of 65k in a short period it should set off flags for them to check the source of funds (as it sounds like you already know about?) so maybe it is just "normal".

Personally, I believe that asking to have KYC checks done before using an account does not ever help you avoid problems but probably flags your account for more scrutiny btw.

I don't think there is anything you can do and would suggest not contacting them or saying anything else to them if you think your live conversation was what caused the account lock decision.

I'd just wait until I hear from them. And hate having to do that too. But that's what I would do in your shoes.

**Kovac_** · 02-21-20, 06:34 PM

It's 33% deposit, 66% trade gain.
They can of course check the source of funds but they cannot say we give you 7 days and then when I contact them via Chat to speed up things (you can upload papers via Chat too) they block the account. It's unreasonable.
But you are right, I'm only fuming right now because my weekend went bananas thanks to their "you are on a queue, we can't provide you a timeframe".
The less I do, the better it is, now. I understand, but I'm just very pissed off by their behaviour and maybe I was thinking someone here maybe know someone in Betfair to have a look into...Just this...

**Optional** · 02-21-20, 06:54 PM

Originally posted by Kovac_

It's 33% deposit, 66% trade gain.
They can of course check the source of funds but they cannot say we give you 7 days and then when I contact them via Chat to speed up things (you can upload papers via Chat too) they block the account. It's unreasonable.
But you are right, I'm only fuming right now because my weekend went bananas thanks to their "you are on a queue, we can't provide you a timeframe".
The less I do, the better it is, now. I understand, but I'm just very pissed off by their behaviour and maybe I was thinking someone here maybe know someone in Betfair to have a look into...Just this...

I would not suggest it right now, let them finish their checks and if the decision is bad send in a complaint form then. They won't talk to anyone when an account is in security check status anyway.

They also have what they call an Escalations Team you can contact if unhappy with customer service escalations@betfair.com but again my advice is wait for a decision if you can.

**dealer wins** · 02-22-20, 06:43 AM

More piss poor service, yet the UKGC are too busy to do anything about issues like this. It is not acceptable to just freeze an account for a document request. Any requests should allow a 7 day period for the client to supply the documents, and at all times allow a full withdrawal of the balance should the client prefer to do this.

Any important verification the bookie needs should be done by the company before allowing a deposit and betting to commence.

**Kovac_** · 02-22-20, 06:58 AM

Totally agree.
And yes, as suspected, I'm on forced holiday for the weekend. No replies yet from 20/02 and account blocked I can only hope until Monday if I'm not still "on a queue" and they "can't provide any timeframe". But in that case, as suggested, I will fill a complaint here.

**Kovac_** · 02-22-20, 07:10 AM

Originally posted by Optional

They also have what they call an Escalations Team you can contact if unhappy with customer service escalations@betfair.com but again my advice is wait for a decision if you can.

I already did this, where I explained the situation: 7 days of time before getting suspended / getting suspended right away only because I was trying to upload papers via Chat. Of course, no response on this matter. Probably on a queue....

**chilidog** · 02-22-20, 09:30 AM

Back before I worked at a book, I used to read these threads and feel bad for the people. But now that I see all the constant fraud and scam attempts against books, I'm jaded now.

Betfair is an incredibly huge company. They're not out to steal your money. They don't care if you win or lose. That amount of a deposit on a new customer is a red flag and they have to determine certain things first, like KYC and AML laws.

**Kovac_** · 02-22-20, 10:28 AM

Originally posted by chilidog

Back before I worked at a book, I used to read these threads and feel bad for the people. But now that I see all the constant fraud and scam attempts against books, I'm jaded now.

Betfair is an incredibly huge company. They're not out to steal your money. They don't care if you win or lose. That amount of a deposit on a new customer is a red flag and they have to determine certain things first, like KYC and AML laws.

I never said they are out there to steal my money.
But given the huge company they are, they cannot freeze an account when they said I would had 7 days of time to send the papers only because I sent these papers via Chat to speed up things.
They cannot say they don't have a timeframe, they cannot have a connection between customer service and other dep.
This is what we are talking about here. I immediately sent all the requested papers once at home but, nontheless right now I'm pissed off I have all my money freezed for a non specific period of time. I could have understood I missed the timeline (7 days) but I went at home and the moment I contacted the Live Chat to upload the papers (before even doing it) I was logged out without any reason.
Is this kind of behaviour you should condamn instead of defending it, only because they can do whatever they want, this does not mean they can treat whoever join them as cr*p.
And yet you come here and sympathize with the book.
My compliments.

**Foxx** · 02-22-20, 11:45 AM

Is this the first time they have asked for source of funds on this account or was it previously fully verified account including SOF documentation and they are just doing a recheck?

It does seem unfair to suspend before the 7 days is up.

**Optional** · 02-22-20, 11:53 AM

Originally posted by Foxx

Is this the first time they have asked for source of funds on this account or was it previously fully verified account including SOF documentation and they are just doing a recheck?

It does seem unfair to suspend before the 7 days is up.

It had to be something he said when he got on chat instead of just sending them the documents.

People get on chat all the time at UK books to ask about a bet grading or complain about something, then make the mistake of saying stuff like "you guys are ruining my life, I need that money before the weeekend".

And boom, account locked and SoW checks, which mostly end up resulting in a total ban.

**DontTailMe** · 02-22-20, 12:02 PM

Yeah the whole “they froze my account becuse I was trying to upload papers” thing is obviously false.

**Optional** · 02-22-20, 12:22 PM

Originally posted by DontTailMe

Yeah the whole “they froze my account becuse I was trying to upload papers” thing is obviously false.

He sounds sincere to me about that. But may have said something without realizing implications.

**DontTailMe** · 02-22-20, 12:50 PM

Originally posted by Optional

He sounds sincere to me about that. But may have said something without realizing implications.

Yes, I agree that's a possibility. I wasn't implying any intent to lie there - only that the reasoning didn't add up.

**Optional** · 02-22-20, 01:02 PM

Yeah, think same.

The good news is, if it is due to responsible gambling guidelines, they will pay him in full at least.

**Kovac_** · 02-22-20, 01:33 PM

Originally posted by Optional

He sounds sincere to me about that. But may have said something without realizing implications.

Perhaps. Read by yourself, this is what happened that day: The Live Chat is still available. No sensible data on it (I covered them), so I can post it (I guess):
--> Original Mail came in at: 16.42 19/02
--> Live Chat conversation started at 19.05, the same day. At that point the account was still active.

Originally posted by Betfair Chat;

You at 19:05, Feb 19:
today I received an email from you where you were asking to provide some details I already gave you via chat
You at 19:06, Feb 19
On 12 Feb
You at 19:06, Feb 19:

Operator at 19:43, Feb 12: -> "Quoting the last agent asked about source of funds" No problem at all! Your account has been verified now and you can commence playing. Thanks for getting in touch

You at 19:06, Feb 19:
as you can read

Operator at 19:20, Feb 19:

I can see here that your account is verified already

You at 19:20, Feb 19:
yes indeed
You at 19:21, Feb 19:
and today I received another email asking the same documents already provided 1 week ago
You at 19:22, Feb 19:
the only difference is the source of wealth: I sent the copy of the credit card used to fund the Betfair Account and if you want I can send you the screenshot of the transaction made via skrill to fund my Betfair Account plus the transactions made by wire to actually fund my Skrill account
You at 19:22, Feb 19:
I can do it in a minute
You at 19:23, Feb 19:
if we close the situation because I don't like working when a situation is not 100% clear

Operator at 19:26, Feb 19:
You asked to provide source of funds right?

You at 19:26, Feb 19:
yes, this is the only difference, I already sent one week ago copy of my master card linked to my bank account used to funds Betfair
You at 19:27, Feb 19:
I can send you right now
You at 19:27, Feb 19:
all the deposit made via skrill from my bank account
You at 19:27, Feb 19:
and the relative deposit made to betfair

Operator at 19:32, Feb 19:
Apologise for the delay ***

Operator at 19:32, Feb 19:
Give me a few moments to look into this for you

You at 19:33, Feb 19:
I'm ready if you want, I already made screenshot of my deposit to Skrill via wire
You at 19:34, Feb 19:
and I'm doing the same from Betfair to you
You at 19:34, Feb 19:
sorry from Skrill to you (Betfair)
You at 19:38, Feb 19:
I'm sorry
You at 19:38, Feb 19:
why now my account is suspended???? ---> Here I realize I was forced to log out and now my account was suspended. Which meant something happened before this line of the chat.
You at 19:39, Feb 19:
I was having some actions...
You at 19:39, Feb 19:

?
You at 19:40, Feb 19:

Still there?

Operator at 19:40, Feb 19:

I'm still here
Operator at 19:41, Feb 19:

Please hold on?

You at 19:42, Feb 19:

I can send you all the documents you want now, but you should not suspend my account suddendly in the process while I was working...
You at 19:42, Feb 19:However:
You at 19:42, Feb 19:
My passport: (Sent Passport)
You at 19:43, Feb 19:
Bill less than 6 months old (Sent Bill)
You at 19:44, Feb 19:

Credit Card actually used to fund my Betfair Account (Sent CC)
You at 19:45, Feb 19:
Skrill Screenshot of wire used to fund my Skrill account (Sent Skrill ScreenShot)
You at 19:46, Feb 19:
Last transactions from Skrill to Betfair (Sent ScreenShot)
You at 19:46, Feb 19:
I gave you all
You at 19:46, Feb 19:
And I'd like to have my account reinstated because I have to manage my positions

Operator at 19:47, Feb 19:Thank you for providing the documents ***. I will send them off to our security team and they will verify it

You at 19:47, Feb 19:
Yes but in the email
You at 19:47, Feb 19:
it was written I had one week
You at 19:47, Feb 19:
now my account is suspended
You at 19:47, Feb 19:
can you please reinstate my account?

Operator at 19:48, Feb 19:

Unfortunately I cannot reinstate the account until the documents has been verified by our security team

You at 19:48, Feb 19:
but in the email
You at 19:49, Feb 19:
it was said I had 7 days
You at 19:49, Feb 19:
from today
You at 19:49, Feb 19:
and I just wanted to speed up the process via Chat and clear the situation, not to have my account suspended in the middle of my job today

Operator at 19:50, Feb 19:

I apologies for the inconvenience however this is a business decision and is out of my control

You at 19:51, Feb 19:
but I just spoke to you
You at 19:51, Feb 19:
I contacted you
You at 19:51, Feb 19:
you gave me 7 days

Operator at 19:51, Feb 19:

your account will be open once the documents has been verified

You at 19:51, Feb 19:
if I didn't contact you now
You at 19:51, Feb 19:
I would have had my account fine

Operator at 19:52, Feb 19:
I didn't close the account ***

You at 19:53, Feb 19:
"We know it is inconvenient, although it is important that you provide us with the above information by 26/02/2020 .If I have not received the documentation by then we will unfortunately need to restrict your account activity, which we do not want to do."
You at 19:53, Feb 19:
this from today....
You at 19:53, Feb 19:
so what happened in the meantime? I just spoke to you
You at 19:55, Feb 19:
so I ask you to undo what you did or let me speak to a supervisor or give me a phone number
Operator at 19:56, Feb 19:
The documents is currently being reviewed. You will be contacted once they are reviewed

**Kovac_** · 02-22-20, 01:48 PM

Originally posted by Foxx

Is this the first time they have asked for source of funds on this account or was it previously fully verified account including SOF documentation and they are just doing a recheck?

It does seem unfair to suspend before the 7 days is up.

As you can read from the Live Chat, it was a recheck or to be more specific, they didn't ask in the first place anything about my Skrill deposit (so I didn't send anything, even if the 99.9% of the funds came from Skrill). I just did in the first check what they asked me to do.

**KittiP** · 02-22-20, 04:33 PM

Looking at this logically, it seems like nothing to worry about at this point.

Hopefully they just check your documents and then you will get your money back.

Going mental on them will just piss them off and delay it further.

Hope you get it sorted quickly.

**dealer wins** · 02-23-20, 04:45 AM

Absolute joke Betfair are. Imagine their bank froze their account for a week, dont think they would be so happy about it either!!

**Kovac_** · 02-23-20, 05:48 AM

And yet another day with 65000 frozen.
You read the chat where all occurred, prior to that I had 7 days of time to do my duty, what happened?
As KittiP said, i’m forcing myself not to go mental.

**piterp** · 02-23-20, 06:28 AM

live chat have no power to close or frozen your account- security department make decision
You can only wait for result

**Alfie White** · 02-23-20, 07:26 AM

Think the problem is that you used word "relative" as that might be considered as a cousin, blood-related family member or so and that they see that as a problem...

It is just a wild guess that someone misunderstood that word, but who knows.

**Kovac_** · 02-23-20, 07:28 AM

Yes. Security department 2 hours before give me 7 days, I go to Live Chat and even before uploading the papers, the very same security department closes the account. Of course they don’t know what to do, they don’t have a routine here because everyone at sec.dep. seems to do what he wants to do before checking what others at sec. dep. did before him in the same situation.

**Kovac_** · 02-23-20, 07:37 AM

I don’t know. English is not my native language. The correct form would have been “and the deposits, related to, made to Betfair”. Yet just ask, or actually look at the papers and not close the account....

**piterp** · 02-23-20, 07:52 AM

If langue is problem is better for you use email than live chat

**Optional** · 02-23-20, 08:31 AM

Originally posted by KittiP

Looking at this logically, it seems like nothing to worry about at this point.

Hopefully they just check your documents and then you will get your money back.

Going mental on them will just piss them off and delay it further.

Hope you get it sorted quickly.

I agree.

And can see nothing from the chat to suggest they closed the account due to anything he said there.

**semibluff** · 02-24-20, 02:17 AM

If there is any question over an account with a very large sum of money in it I would expect the account to be frozen immediately. The last thing the company wants is someone trying to get the money out of the account or making large wagers, (which they may have to refund or void). An account of this size ought to be a priority.

It's not an indication that the account holder has done anything wrong.

UK betting laws change on April 14 2020 when betting by credít cârd will become illegal. Funding a skrill account by CC then funding a betting account with that skrill account might be the same as funding an account by CC, (if that is what you tell them). The UK has also just left the EU. A large non-UK deposit account was likely a red flag. Adding a CC issue to that account could potentially have caused an instant suspension. Bet365 might be trying to figure out where they stand legally.

I'm not in the industry any more so I don't know how issues are looked at. I hope everything gets sorted out quickly.

**Kovac_** · 02-24-20, 05:36 AM

Not very good Update:

Betfair Chat:
Operator
at 11:23, Feb 24:
Thank you for waiting. I loaded your account and I can see that We did receive the document, proof of funding, which we transferred to the verification team for verification.The thing is that at the moment the queue of the verification tea, is quite high, So I am afraid that it will delay the process. Due to this, I am afraid that I cannot give you an exact time frame

to this, I am
-----
So I will fill a complaint here. It's impossible they froze an account, I can't do anything, I sent all the papers (see previous post) immediatly and the next Monday they say the waiting will be more than expected. At least SBRForum can see I have all the papers in order.

Complaint Sent, Hope Optional could do something. I would have waited but now they say the delay is even bigger than expected. It's not fair...to day the least. However you, as SbrForum, have all the papers I sent to them.

**Optional** · 02-24-20, 07:04 AM

Originally posted by Kovac_

Not very good Update:

Betfair Chat:
Operator
at 11:23, Feb 24:
Thank you for waiting. I loaded your account and I can see that We did receive the document, proof of funding, which we transferred to the verification team for verification.The thing is that at the moment the queue of the verification tea, is quite high, So I am afraid that it will delay the process. Due to this, I am afraid that I cannot give you an exact time frame

to this, I am
-----
So I will fill a complaint here. It's impossible they froze an account, I can't do anything, I sent all the papers (see previous post) immediatly and the next Monday they say the waiting will be more than expected. At least SBRForum can see I have all the papers in order.

Complaint Sent, Hope Optional could do something. I would have waited but now they say the delay is even bigger than expected. It's not fair...to day the least. However you, as SbrForum, have all the papers I sent to them.

It's not a matter of wanting to do something or not Kovac.

We would love to help. But they simply will not discuss your situation with us whilst a security issue is in play.

I sympathize with your worry over this, but you just have to wait. And once again I suggest, leave them alone. You can only hurt your chances by speaking to them, you cannot make it happen faster or make them approve you by complaining. But you can make them wonder why you are acting more worried than most of the other cases they deal with.

**Kovac_** · 02-24-20, 11:10 AM

Originally posted by Optional

It's not a matter of wanting to do something or not Kovac.

We would love to help. But they simply will not discuss your situation with us whilst a security issue is in play.

I sympathize with your worry over this, but you just have to wait. And once again I suggest, leave them alone. You can only hurt your chances by speaking to them, you cannot make it happen faster or make them approve you by complaining. But you can make them wonder why you are acting more worried than most of the other cases they deal with.

I understand

**Optional** · 02-24-20, 11:33 AM

Originally posted by Kovac_

I understand

If they rule against you, then we can try, but that will also unlock the official dispute resolution system. The Escalations team should give you a notice of deadlock if you request it if a negative decision comes.

But for now, everything you have said suggests they will probably release your money when done.

The longer than normal time could just be because it involves other accounts in their investigation and they won't clear anyone until all are done. (as an example)

**Kovac_** · 02-24-20, 11:42 AM

Originally posted by Optional

If they rule against you, then we can try, but that will also unlock the official dispute resolution system. The Escalations team should give you a notice of deadlock if you request it if a negative decision comes.

But for now, everything you have said suggests they will probably release your money when done.

The longer than normal time could just be because it involves other accounts in their investigation and they won't clear anyone until all are done. (as an example)

Thanks for the reply.
But could you please take a look at the papers I sent on SbrForum? I mean It's a nightmare I don't see any reason why they shouldn't unlock my account. All the funds come from my bank account and I explained in a detailed manner from where they are as you can see.

Thanks again for your time.

**chilidog** · 02-24-20, 11:57 AM

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.