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Betclic.pt does not allow me to withdraw my balance.

My username at betclic.pt

Despite being a BETCLIC customer since August 2019, on March 7, 2021, I was again asked to send copies of my citizen card, bank statement and proof of address.

I sent all of these documents on the same day and was informed that I would receive an email confirming the validation.

To date, 12 days later, I have never received an email confirming this validation, despite the live chat operators informing me that the documents have been validated.

However, on the 10th of this month I made a withdrawal request for € 248 (I have € 3496.65 in my account balance). I never received that money or any email about it. This survey was canceled and I was given no explanation on the matter.

I am still unable to withdraw money from my account.

I would appreciate your intervention

Awaiting response

Compliments

Catarina D ***

A betclic.pt não me permite levantar o meu saldo.

O meu username na betclic.pt

Apesar de ser cliente da BETCLIC desde agosto de 2019, no dia 7 de março de 2021, solicitaram-me novamente o envio de cópias do meu cartão de cidadão, extrato bancário e comprovativo de morada.

Enviei todos esses documentos no mesmo dia e fui informada de que receberia um e-mail confirmando a validação.

Até hoje, 12 dias depois, nunca recebi nenhum e-mail confirmando esta validação, apesar dos operadores de chat ao vivo me informarem que os documentos foram validados.

No entanto, no dia 10 deste mês fiz um pedido de levantamento de € 248 (tenho 3496,65 € no saldo da minha conta). Nunca recebi esse dinheiro ou qualquer e-mail sobre isso. Esse levantamento foi cancelado e não me deram nenhuma explicação sobre o assunto.

Continuo sem conseguir levantar dinheiro da minha conta.

Agradecia a vossa intervenção

Aguardando resposta

Cumprimentos

Catarina D***

Dear catarinus,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you ever made a successful withdrawal before, please? Have you accumulated your winnings by playing with a bonus?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Dear Kristina

Sim had already successfully made a withdrawal on 10/22/2019. I didn't use any bonuses to place my bets.

Compliments

Catherine

Cara Kristina

Sim já tinha feito um levantamento com sucesso em 22-10-2019. Não utilizei bónus para fazer as minhas apostas.

Cumprimentos

Catarina

Thank you very much Catarinus for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Catherine,

I looked at your complaint and will do my best to help you. I would like to invite Betclic Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Betclic 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.