Betfair closed my account- can't withdraw my balance- no reply to emails

**caramba** · 01-16-21, 12:50 PM

Another victim of Betfair's terrible customer service

I would email them again. You can also try contacting them on twitter, https://twitter.com/BetfairCS

Once you have gotten in touch with them, maybe ask for your lifetime deposits/withdrawal history and that way you will at least get dates for your deposits which might help with finding deposits in bank statements.

As for closed accounts with bookies, as long as these companies are still in business, they should be able to provide you with your account history. I needed acc history from a bunch of books a few years ago and at the time my acc with them had been closed for 5-10 years and most books were able to give me what I needed.

But overall, ridiculous that you have to put up with all of this. They never cared before, and now that you got one big win they're freezing your funds and asking you for documents that's a big hassle to find at best, and perhaps not even possible. Good luck.

If this doesn't help, file a complaint with SBR and hopefully they can talk to them for you.

**Alfie White** · 01-16-21, 05:12 PM

F them, go to IBAS and pursue your case, IBAS is their weak spot. Be sure to provide all evidence and they will release your funds for sure.

**monkeyspanker mo** · 01-17-21, 12:33 AM

Thanks caramba, I'll do that.

**monkeyspanker mo** · 01-17-21, 12:34 AM

OK thanks. I hadn't heard of IBAS. I'll check it out.

**Optional** · 01-17-21, 02:45 AM

No use contacting IBAS without a Deadlock Code from Betfair.

Plus IBAS is backed up for weeks right now.

Email escalations@betfair.com and say you are getting no reply from Customer Service and can they give you an ETA on when your account will be approved.

If they do not help you, you should ask them for a Deadlock Email as you wish to take the matter to IBAS now.

Hopefully that will encourage the escalations dept to chase the security dept hard for an answer now. You don't really want to have to go to IBAS if it can be avoided.

**Optional** · 01-17-21, 02:51 AM

Originally posted by monkeyspanker mo

The first two were easy to produce. However, most of my deposits were made over a decade ago and without knowing the exact dates of the deposits I am unable to go to my bank to get the requested statements.

They dont ask for 10 year old info and would not accept it as proof of anything in any case.

Work backwards and give them what you can from the last 12 months, 24 months, 36 months if possible. That will be plenty of timeframe to show your funds source is other books and and not black cash.

They want to know you are not using drug money or undeclared/untaxed funds. Give them what you can to assure them.

**Alfie White** · 01-17-21, 03:31 AM

Opti, what you are saying would be OK if OP deposited 100,000 or so, if he is breaking even for years now, that would mean there is no need to provide any source of income document. They have requested such document AFTER OP won some funds and that means that he did beat the market where BFs traders actually funded and lost - so they are now trivializing OPs situation requesting non-sensical documentation.

As much as I agree that every clear person should be able to produce such documents, there MUST be clear reason why those documents are requested (significant losses, big deposit etc); thus this "reason" is not normal and OP should pursue his case hard with BF (in the first place) and later UKGC/MGA/IBAS as this is disgusting behaviour.

**Optional** · 01-17-21, 03:50 AM

Originally posted by Alfie White

Opti, what you are saying would be OK if OP deposited 100,000 or so, if he is breaking even for years now, that would mean there is no need to provide any source of income document. They have requested such document AFTER OP won some funds and that means that he did beat the market where BFs traders actually funded and lost - so they are now trivializing OPs situation requesting non-sensical documentation.

As much as I agree that every clear person should be able to produce such documents, there MUST be clear reason why those documents are requested (significant losses, big deposit etc); thus this "reason" is not normal and OP should pursue his case hard with BF (in the first place) and later UKGC/MGA/IBAS as this is disgusting behaviour.

I don't think any of us here have enough information to make that determination Alfie.

But if people want to get the rules changed, or complain that Betfair are applying them unfairly, send a message to the UKGC here https://beta.gamblingcommission.gov....ct-centre/form

The more that do that, the more chance the awful UK system will be changed.

**Foxx** · 01-17-21, 11:53 AM

Ought to be a statute of limitations on how far they can reasonably ask you to go back. 10 years is crazy.

What country you playing from MonkeySpanker?

**dealer wins** · 01-17-21, 02:43 PM

Betfair are the worst company on the planet for this shit. They put me through 3 months of hell last year.

**Vyasports** · 01-18-21, 07:14 AM

Originally posted by dealer wins

Betfair are the worst company on the planet for this shit. They put me through 3 months of hell last year.

mind if i ask what was the outcome in your situation?

**dealer wins** · 01-18-21, 08:31 PM

Originally posted by Vyasports

mind if i ask what was the outcome in your situation?

I provided them with extensive ID, SOW, and evidence of 100s of counter bets with other bookies and exchanges.

After 3 months, and me providing them with evidence from literally 100s of counter bets as I arb, but the fact I couldnt provide 5 betting slips from shop bets (As I had cashed them in by giving them my slip), they closed my account of 19 years and returned my balance.

Excuse my french, but Betfair are fecking scum of the highest order.

**Poisec** · 01-20-21, 03:07 AM

These situations seem to happen more and more often, would not be surprised if even brokers get screwed by Betfair someday. It's worrying.

**Vyasports** · 01-20-21, 03:40 AM

I agree with Poisec ...indeed this is worrying.... I myself im new to betfair exchange, what is the point of taking commission if they just gonna "screw" you like that.... any update OP?

**manimal1** · 01-20-21, 05:56 AM

I really feel for OP

People do not know how long it takes betfair to carry out their "checks". Me included

After all the IDs, years of bank statements, I am now waiting for them to approve my source of wealth. I did a US election bet.
My situation: my SoW is in the UK from another bookie, the person who looks after my account there has sent SoW proof to betfair. So I consider my query to be somewhat easy. Still waiting.

I think people need to know, you may have to wait 2-3 months (at this rate maybe longer!) to see the money

**Vyasports** · 01-20-21, 06:05 AM

Originally posted by manimal1

I really feel for OP

People do not know how long it takes betfair to carry out their "checks". Me included

After all the IDs, years of bank statements, I am now waiting for them to approve my source of wealth. I did a US election bet.
My situation: my SoW is in the UK from another bookie, the person who looks after my account there has sent SoW proof to betfair. So I consider my query to be somewhat easy. Still waiting.

I think people need to know, you may have to wait 2-3 months (at this rate maybe longer!) to see the money

Thanks for the heads up. I will NEVER use betfair for betting now. It is already a headache to deal with the ups and downs with betting itself now you also have to deal with $hit books...ouff

**Vyasports** · 01-20-21, 06:06 AM

In the end I will stick with PINNACLE

**cristianbet** · 01-20-21, 09:46 AM

Deposit & Withdrawal statements for any other bookmakers you are using winnings from to fund your Betfair account with.

What the hell? Is this for real?

**monkeyspanker mo** · 01-21-21, 01:44 PM

Hi all,

I'm still stuck and am not receiving any reply to my emails. I tried escalations@betfair.com and got this reply:

Please note that this email address is no longer monitored, and as such you will not receive a response to your email.
If you require assistance, click here for our handy help pages or alternatively you can connect to a Live Customer Service Agent via our Messenger Service which can be reached here.
If your contact is in relation to an ongoing complaint, you can find details of our complaints procedure here.

Of course, the provided links only work for people who can login to their accounts.

**monkeyspanker mo** · 01-21-21, 01:52 PM

I also tried contacting them on Messenger and received this reply with no option to continue the chat.

It seems as though you still haven't sent over the requested documentation for us to process with the review on the account, which is the reason why the account has been closed down.Unless the documents requested are provided, we aren't able to proceed with the review unfortunately, thus no changes can be made to the account. - Michael M

**manimal1** · 01-22-21, 09:24 AM

I do not know if this will help your situation but..

I finally managed to get access to my account today after 6 weeks. Within 24 hours of emailing the Betfair CEO peter jackson (google for his email0

Someone from his team called me and said they were sorry it had taken so long and my account was now open.
I had already sent over all my documents. My issue was no one in customer services was replying to me or replying every 10 days

I was polite. Mentioned I had sent them everything. And that i will be quick in sending anything else they require.

Optional's, advice was also spot on. Thanks!
1) I asked them for an estimated time when they expect they will open my account
2) I asked them what legal requirements they are trying to complete, as I want to pass this info to my lawyer in case my account is not opened in a timely matter and I am forced to go to IBAS

Maybe once you have done everything else try emailing the boss. Wish I had done that a month ago :/

Originally posted by monkeyspanker mo

I also tried contacting them on Messenger and received this reply with no option to continue the chat.

It seems as though you still haven't sent over the requested documentation for us to process with the review on the account, which is the reason why the account has been closed down.Unless the documents requested are provided, we aren't able to proceed with the review unfortunately, thus no changes can be made to the account. - Michael M

**Optional** · 01-22-21, 08:35 PM

Originally posted by monkeyspanker mo

Hi all,

I'm still stuck and am not receiving any reply to my emails. I tried escalations@betfair.com and got this reply:

Please note that this email address is no longer monitored, and as such you will not receive a response to your email.
If you require assistance, click here for our handy help pages or alternatively you can connect to a Live Customer Service Agent via our Messenger Service which can be reached here.
If your contact is in relation to an ongoing complaint, you can find details of our complaints procedure here.

Of course, the provided links only work for people who can login to their accounts.

Oh that sucks.

Escalations was the only dept even worth talking to in there.

But you do not need to be logged in to view any of those links, or to start the new escalation procedure.

Here is the direct link. https://support.betfair.com/app/cont...unauth-dispute Answer the questions that come up in the chat box after a minute.

**BigdaddyQH** · 01-22-21, 08:48 PM

This sucks. You guys cannot even get your own money without jumping through hoops for weeks and months at a time. o matter what JJ and anyone else at SBR tries to sell you, this is total B.S. and so are offshore books. They have got you by the gonads. Remember, these books are the reason SBR is still in business so SBR is going to side with them, even if it means just stringing you guys along for a while until the book decides to refund your money. In the mean time, the book has used YOUR money to make more for themselves. It is Bull S**t. Do not let anyone try to tell you differently. Find a runner in Vegas and get your money when you win it, not months later.

**mjsuax13** · 01-22-21, 09:43 PM

Originally posted by BigdaddyQH

This sucks. You guys cannot even get your own money without jumping through hoops for weeks and months at a time. o matter what JJ and anyone else at SBR tries to sell you, this is total B.S. and so are offshore books. They have got you by the gonads. Remember, these books are the reason SBR is still in business so SBR is going to side with them, even if it means just stringing you guys along for a while until the book decides to refund your money. In the mean time, the book has used YOUR money to make more for themselves. It is Bull S**t. Do not let anyone try to tell you differently. Find a runner in Vegas and get your money when you win it, not months later.

You don’t bet enough to use a runner.

**monkeyspanker mo** · 01-23-21, 10:40 AM

Finally somewhat of a reply:

Thanks for getting in touch.

Kindly note that your request has been forwarded to our verification team, and that we will get back in touch with you once we have an update.

Thanks,

Karl Z,
Escalation Management Team

**GAlexei** · 01-28-21, 09:53 PM

Originally posted by monkeyspanker mo

I have had a Betfair account over 15 years. My profit&loss was probably close to zero until I made a big win on the presidential election last month. BF then asked me for the following documents:

A photo of your photographic identification, such as a a passport or drivers license which has not expired, and shows all 4 corners of the document.
· A screenshot of your Skrill account. Ensuring your name and email are visible.
· Bank statements showing the receipt of your income and subsequent deposits to Betfair.
· Deposit & Withdrawal statements for any other bookmakers you are using winnings from to fund your Betfair account with.

The first two were easy to produce. However, most of my deposits were made over a decade ago and without knowing the exact dates of the deposits I am unable to go to my bank to get the requested statements. Also, there were likely more than a hundred deposits during the first few years of my account so this request is nearly impossible to comply with.

As far as winnings from other bookmakers, these accounts were closed years ago so this is also impossible to give.

Since I was unable to produce these documents, Betfair closed my account and kept my balance.

The most frustrating thing is that Betfair have not replied to any of my mails (more than 10 days now). I have been unemployed since the onset of Covid and desperately need to withdraw my funds. Grateful if anyone has any suggestions as to what I can do.

Same situation happened to me. Had an account with Betfair for over 14 years, made a bunch of winning bets (not really big, but nevertheless) on presidential elections, and was requested for documents. The same day I sent the documents to escalations e-mail I see this when trying to log into my account: "Access to this account is denied - this account has been closed. Please contact us if you have any questions.". And, of course, they don't reply to any e-mails where I'm asking for explanation.

Is this normal for a bookie rated A? As these situations happen more and more often, maybe it's worth talking to SBR to downgrade Betfair to D?

By the way, if they assume that the other bookies should provide any reports for any period of time, I would assume that they comply with their own expectations, and also can provide full report for any period of time with the exact dates of deposits/withdrawals to/from Betfair and net win/loss over any time frame.

In fact, if you made deposits via Skrill, they can provide full transactions report on request - just ask Skrill customer support.

**Optional** · 01-29-21, 04:42 AM

Originally posted by GAlexei

By the way, if they assume that the other bookies should provide any reports for any period of time, I would assume that they comply with their own expectations, and also can provide full report for any period of time with the exact dates of deposits/withdrawals to/from Betfair and net win/loss over any time frame.

Very good point.

**gooner89** · 01-29-21, 06:31 AM

It seems they have made a habit of making life miserable for people who bet on this market:

https://www.theguardian.com/business/2021/jan/22/betfair-apologise-after-keeping-punter-100000-pounds-out-of-pocket-for-months

BF also closed my account at the end of December for no reason. When I contacted them, it was in relation to a 'multi account' issue I had back in 2008! Which, btw, I resolved a few times before but they kept dragging back up since they merged with Paddy Power. Problem is when you resolve the issue the systems can talk to each other when there is a problem, but they can't update both with a solution...

This time was different though, they promised me call backs a few times that never happened. I then fell ill with covid and was in a bad way for a few weeks so I just stopped fighting and gave up. Plenty of other bookmakers that welcome business instead of working hard to turn it away.

**GAlexei** · 01-29-21, 05:28 PM

Originally posted by Optional

Very good point.

Yes, Betfair indeed provides the statement for lifetime deposits and withdrawals. Got it on my first request (not from escalations team though, just e-mailed regular support).

**monkeyspanker mo** · 02-06-21, 12:28 PM

Funny. I never got a reply. However, I just noticed that they sent me my balance a week ago.

**Optional** · 02-06-21, 12:33 PM

Originally posted by monkeyspanker mo

Funny. I never got a reply. However, I just noticed that they sent me my balance a week ago.

Great news.

And thank you for updating the thread too