Hi all,
Firstly just wanted to say a big thank you to all the useful advice on here, have read back on old forum posts about a similar issue to what mine is and its a big help, if I can get anything like that today then I will be very pleased.
So here goes. I had a Betfair account, which (I can't remember the exact date, think it would be around 2 years ago) was closed under a permanent self exclusion as I had started to struggle with gambling, debts, etc.
I have been going through a tough time recently financially, and stupidly decided to try and earn some quick easy cash by setting up a new account with Betfair and placing some bets on the tennis. I put in my actual name, my actual address, my new mobile number, and my date of birth. All of which are the same as what was on my previous account. I then used my debit card to add funds to the account. Now the card used is linked to the same bank account I had previously used, however its just a newer one as the one they would have on file in the self excluded account would have expired.
Before long I had racked up some serious deposits, to the tune of £2000. Before long, Betfair had suspended my new account (which's username is my new email), and when I tried to access on my phone, it came up with the message:
"This account is self excluded as part of our Responsible Gambling Policy and cannot be accessed. Please contact us if you require further assistance."
I knew that this would probably happen, and if Im honest Im glad it did. I felt sick to know that I had relapsed, but without trying to run from all responsibility, feel that it should have been allowed to happen in the first place. I mean same bank? Same address?
The account was suspended with around 572 in it. I knew I had another bet that had been placed, which was due to resume later in the day so contacted customer services using live chat, and told them about the issue, and how I wanted all deposits reversed and the account closed again. She said that they wouldn't pay up, and would only return what was in the account, and what would be added to it if the pending bet won. She also said that they wouldn't be able to do anything as I had lied about my name, as my old account had Matt, whereas this time I had used Matthew. I really don't think an abbreviated name should make a difference, especially as the name would have been inputted when putting in card details.
Either way she eventually terminated the chat, as I was asking to speak to a manager, or gain a contact for the manager, which she wouldn't give me, said we were going in circles, then left. After this I had to pop out. I came home this evening to see my pending bet had won. This gained another 625. I logged onto the account as I could still see account balances, all else is locked, and saw that the balance hadn't changed. The game had finished over 4 hours ago.
This time I called Betfairs customer services. After some back and forth, I was put on hold as the lady spoke to the traders, as the bet that had won (the extra 625) wasn't showing at all on my account. To my shock, she returned and said the traders had said this money was lost when the account was suspended, saying I only had 572 to withdraw. Not even my original stake, placed yesterday evening as soon as the account was opened (match only just finished due to a rain delay), would be returned she said. I was so shocked I told her I wouldn't let that drop and now the traders have said they will look into this and let me know.
I can't believe what has happened, but am looking for help as to sorting this. I understand I have been stupid to relapse, but just want to try and get my life back on track again. I want to have all my deposits returned to me since this new account was opened as I was under a self exclusion. Even in a worse case scenario, I cannot understand how they can close my account, take a pending stake (and winnings!) then say they are not returning any deposits made.
I have seen some members have helped with complain emails/leters etc and would love anything as such. I asked what to do next to Betfair customer services and they said "just contact gambling commission but it won't do anything"
Thanks in advance.
Firstly just wanted to say a big thank you to all the useful advice on here, have read back on old forum posts about a similar issue to what mine is and its a big help, if I can get anything like that today then I will be very pleased.
So here goes. I had a Betfair account, which (I can't remember the exact date, think it would be around 2 years ago) was closed under a permanent self exclusion as I had started to struggle with gambling, debts, etc.
I have been going through a tough time recently financially, and stupidly decided to try and earn some quick easy cash by setting up a new account with Betfair and placing some bets on the tennis. I put in my actual name, my actual address, my new mobile number, and my date of birth. All of which are the same as what was on my previous account. I then used my debit card to add funds to the account. Now the card used is linked to the same bank account I had previously used, however its just a newer one as the one they would have on file in the self excluded account would have expired.
Before long I had racked up some serious deposits, to the tune of £2000. Before long, Betfair had suspended my new account (which's username is my new email), and when I tried to access on my phone, it came up with the message:
"This account is self excluded as part of our Responsible Gambling Policy and cannot be accessed. Please contact us if you require further assistance."
I knew that this would probably happen, and if Im honest Im glad it did. I felt sick to know that I had relapsed, but without trying to run from all responsibility, feel that it should have been allowed to happen in the first place. I mean same bank? Same address?
The account was suspended with around 572 in it. I knew I had another bet that had been placed, which was due to resume later in the day so contacted customer services using live chat, and told them about the issue, and how I wanted all deposits reversed and the account closed again. She said that they wouldn't pay up, and would only return what was in the account, and what would be added to it if the pending bet won. She also said that they wouldn't be able to do anything as I had lied about my name, as my old account had Matt, whereas this time I had used Matthew. I really don't think an abbreviated name should make a difference, especially as the name would have been inputted when putting in card details.
Either way she eventually terminated the chat, as I was asking to speak to a manager, or gain a contact for the manager, which she wouldn't give me, said we were going in circles, then left. After this I had to pop out. I came home this evening to see my pending bet had won. This gained another 625. I logged onto the account as I could still see account balances, all else is locked, and saw that the balance hadn't changed. The game had finished over 4 hours ago.
This time I called Betfairs customer services. After some back and forth, I was put on hold as the lady spoke to the traders, as the bet that had won (the extra 625) wasn't showing at all on my account. To my shock, she returned and said the traders had said this money was lost when the account was suspended, saying I only had 572 to withdraw. Not even my original stake, placed yesterday evening as soon as the account was opened (match only just finished due to a rain delay), would be returned she said. I was so shocked I told her I wouldn't let that drop and now the traders have said they will look into this and let me know.
I can't believe what has happened, but am looking for help as to sorting this. I understand I have been stupid to relapse, but just want to try and get my life back on track again. I want to have all my deposits returned to me since this new account was opened as I was under a self exclusion. Even in a worse case scenario, I cannot understand how they can close my account, take a pending stake (and winnings!) then say they are not returning any deposits made.
I have seen some members have helped with complain emails/leters etc and would love anything as such. I asked what to do next to Betfair customer services and they said "just contact gambling commission but it won't do anything"
Thanks in advance.
