Hello everyone

My name is Attila and I am from Hungary. I can barely believe that I am writing this, but this is nevertheless what happened.

I have been patient with them, but frankly from their side it's the worst customer service I have ever seen in my life.

About 7 weeks ago I made an account on Betfair. Many sites have been unaccessible in Hungary and so was Betfair for a while, but not anymore.

I only managed to have one session, and it was nothing spetacular. Next day, upon logging in, I get the message "this account has been closed."

So, I send them an email. The response was:

"Hello Attila,

We want to get your account up and running, but we’ve had to suspend it until we get some paperwork, as a security measure. We need you to send us some high quality colour photos of your documents, please send us one from each of the below categories:

Proof of your ID
• A high quality colour photo of your passport, driving licence, or National ID card.

Photo of you holding your ID
• A high quality colour photo of you holding your above ID next to your face.

Proof of your address
• A high quality colour photo of a utility bill or a bank statement not more than three months old.
• It needs to show your residential address; PO box numbers won’t work.
• Online statements won’t work either, sorry.

Proof of how you pay
• A high quality colour photo of the credit or debit card that’s registered to your Betfair account. (Just make sure that you blank out all but the first six and last four numbers of the card number, leaving the name, start and expiry date showing.)"



Pretty standard stuff, or so I thought. The only problem is, after eventually getting all the documents (I had to wait for a utility bill etc. so it was not a short process) they basically went quiet. WTF?

At some point there was a 10 day with no responses and I decided to call their support. This was 10 days ago. I was told to send an e-mail (again :S) as well, which I did. The response was:



"Hi Attila

Thanks for getting in touch.

The proof of address has been accepted.

Can you please give us a valid phone number to call you and a convenient time withing the next 3 days?

Let me know if there’s anything else I can help with. Or maybe our FAQs will come in handy?

Thanks,

Betfair Customer Service"



Ok, great, I guess it could just be some kind of misunderstanding. However, less than 24 hours later I get this e-mail:



"(11/05/2017 03.43 PM)
Hi Attila,

Unfortunately they were denied

Can you please send us better quality documents ?

Best regards,
Sergio"



WTF. This is after ****ing with me for at least 10 days with no response. At no point did they suggest I did something illegal (like colluding, chip dumping or whatever) and I didn't. But by now I realized that they are not really interested in resolving this - for whatever reason.

The documents were not of bad quality, and if they were, they could have let me know within 24 hours, why do I have to call in 10 days later and push the matter?

I decided to be patient and send them more utility bills.

I've called their support a few more times, and also e-mailed them time frames when it would be possible to reach me. But they didn't call back.

So, this has now taken 7 weeks, and the last response now is 5 days ago. There are many earlier e-mails (mostly from my side) that I won't bother you with, as my post is already long enough.

I have now made it clear that I won't be playing on Betfair anymore either way. Neither should you, or your account could be closed for no reason and you'll wonder wtf happened.

I've never experienced such awful customer care in my life.

So now I want to post this story in forums (suggestions are welcome) partly to warn you people, and partly because I hope to reach a Betfair representative who can actually help with this matter.

If you are out there, you are welcome to tell me in this thread what my crime is, you don't have to keep it private.

I hope someone can help.

Best Regards,

Attila

So I should end my 10+ years relationship with betfair because your documents didn't meet betfairs strds? Come on now betfair ain't stealing your money.

M8 I am happy that you had a better experience, but this is nevertheless what happened and please don't ignore the rest of my post. I have been diplomatic in my correnspondance with them until now, but as far as I am concerned, after 7 weeks of this bull****, yes, they have in fact stolen my money.

As I said I can't believe that I am writing this, but I have already put out a lot of personal information and I have nothing to hide. This is what happened.

Why send them the only document they have accepted, again? It appears that they want the other 3 documents (ID, TIM ID and Proof of CC), as they were of bad quality, not the one they accepted (Utility Bill)

Have they at any point said we are confisticating your money? Support might suck true it's a common feature in this business 2017. And it doesn't help you know (but in the future might) but sending all the docs before making deposits is the way to go.

No, never suggested anything apart from the obvious - shutting down my account after 1 day for no reason.

The point is that one e-mail said that they accepted them, and next one said that they were denied. And that's after having me wait for 10 days, until I called in.

Sick life, it's like talking to two different companies or something.

Post ALL emails, to and from Betfair about this, in order. Dont leave any out

Cliffs: Betfair wants a decent copy of a passport belonging to Attila the Hun.

Yeah, I wonder if that would be sufficient for them.

FWIW, their B2B partner support is terrible as well. Good luck getting an email response from them. Shame too, they used to have responsive managers who were even available over Skype.

--
Kahn