Hello, I have provided two of the requested documents and gotten a withdrawal of around 4k euros in 3 days. A month later when tried to withdraw 300 eur and was denied. I asked the live support what's wrong and I am supposed to print screen details of my skrill account for them to verify that I am the owner of skrill account. I feel that this is at worst quite shady and at best very amateurish. Has anyone have this happen to him? I asked for a manager to confirm what they need and to send me an official email and this was there response:
Quote:
Dear xxxx,
Thanks for contacting us earlier today.
My name is Eduard and I am one of the managers in Betsafe Customer Service.
First of all please accept my apologies for the inconvenience, however I ask you to note that the verification process is needed for both your own and our safety. We have to assure that all account holders are the ones actually playing and using the account. We have various verification procedures to assure the security of all Betsafe.com accounts including, but not limited, to requests of different documentation and phone verifications.
Document copies could be requested at any time of using the account. Sometimes we request document copies right after the registration, sometimes before the withdrawal, but sometimes, as in your case, after some withdrawals have already been processed.
I can confirm that a copy of your identification and a utility bill have already been approved by our Security Team, however since you are using Skrill account for making deposits and withdrawals we also need to make sure that you are using your own account. To ensure that I kindly ask you to upload a screenshot of your Skrill account profile page where we could see your personal details and also your Skril account number.
I hope this explains the situation for you.
Should you have any other questions or comments please feel free to contact our Customer Service Team again.
Regards,
Eduard
Manager
Betsafe Customer Service
My reply:
Quote:
Hello mr. Eduard,
I have now uploaded my skrill screenshot which I believe is quite an invasion of my privacy and have therefore censored my balance and my phone numbers. Do you not have a working relationship with Skrill so they could answer all of your queries and verify that I am indeed the account holder instead of making your customers do something like this. A total stranger asking me to share my account info and my banking details via the support chat, really? I have played at Pokerstars for nearly 5 years without ever having to be in this position.
I hope that now that you have 3 of my personal documents it is enough to pay me my money.
regards, xxxx
note, that I have not censored my address, only my phone numbers and balance. I get this email after :
Quote:
Dear xxxx
Your betsafe account is xxxx
A document you have submitted for verification: MONEYBOOKERS xxxx, has not been approved.
The reason given for this is : The screenshot you have supplied is incomplete. Please make sure that all the data is visible including the Address bar.
Please upload a corrected version of this document. If you have any questions, please contact us. Our contact details are available on the Contact Us of our website.
Best Regards
Betsafe
