TOTESSPORT

[florent]

can some advise me what to do to this guys.

i registered in this bookie TOtesport on 18th december, and then i made a deposit 1000 pounds. 10 minutes later, they closed my account.
I sent an email to the Customer care and they asked me to send my id and my proof of address. This i sent and after 24 hrs on 19th december, i got a message .

Dear Customer,

Many thanks for your email.



We are pleased to confirm that we have received your documents and that these have been verified by our security team. Your account is now active.



Should you need any further assistance please contact us via email or our live support, available 24 hours a day, seven days a week.



Kind Regards



and my account was opened, i became to bet and placed one bet 1000 pounds on odd 0f 2.38, then after another 30 minutes i decided to make another deposit with hope my bet was a loser, and i deposited another 2000 pounds. 10 minutes after, my account was locked again.
i Sent an email to the customer care again and asking why, they said that the account was decided to be closed and they were discrepanises or whatever and my 2000 pounds has been refunded. They didnt say anything about the pending 1000 pounds and i didnt ask because i was thinking it was a loser.

Then 20 minutes later, the bet won and i emailed them again about the bet and winning, i got a response,

Dear Customer



The bet was cancelled this morning and that £1000 deposit was also returned



Then when you deposit the additional £2000 this was also sent back



Kind Regards

i got upset because 1. they did not send any email about cancelling it, 2. they spent time to check my account and agreed it was ok till my bet,

i chatted with them again and they told me it was cancelled because they dont pay unverified customers but this is not truth as their terms states that they pay but one has to verify account before withdrawal.

Please can someone advise how i get my winning

 

[Trevrizent]

Florent, are you a UK-based customer or are you in Europe?

 

[quincunx]

Try copying the relevant rules,and then send an email quoting from them [including an actual scan] regarding acceptance of bets pending verification.Also send a copy of the email confirming verification.If you don't get a reply after a decent interval [ It might take longer than usual due to Christmas],ask them about it using livechat.If they now claim that there are discrepancies in your ID,they should still give you an opportunity to clear them up.
Point out again that if they intended to void the bet,they should have confirmed that in an email before it resolved.And that at the time the bet resolved,all they had told you was that your account was verified.
You will still have to show that there was nothing wrong with the ID that you gave them,otherwise they will say that it was your fault for giving them faulty ID.

 

[florent]

i am european based, and they did verify my account and i have a proof of the email.
all those questions i asked them and they never replied, live chat they wont say anything.

 

[Trevrizent]

If you're based in Europe, then you will need to contact the Gibraltar Gambling Commission if you are unable to resolve this by contacting Totesport yourself (the email address for the Gibraltar GC is gamblingcommissioner@gibraltar.gov.gi and their website is https://www.gibraltar.gov.gi/new/remote-gambling).

Betfred/Totesport (they are the same company) seem to have done this sort of thing more than once before (search under 'Betfred' on this forum and you will see exactly what I mean). I have long since stopped betting with both Betfred and Totesport and how BMR can consider Totesport as suitable for their Green List (Betfred are not on it) is a mystery to me.

 

[quincunx]

florent,the impression I am getting from various posts on this forum,including some from BMR is this.Some bookies will just say that an account has been 'verified' when you send them ID without really checking it.They will then go through some sort of verification process.If they find something they don't like in the ID you have sent,they will say that your account is not verified after all,and close it.They will refuse to tell you why the ID you sent them has failed their process,because if they did tell you it might help yourself or others to cheat their process.
So you could contact the Gibraltar GC,or you could even try the complaints button on this site,first.Try to make sure there are no mistakes in your ID first,though,and try to work out what it might have been that Totesport didn't like.You will need to show whoever you complain to that everything is okay and always was okay when you send your complaint,because they may not want to ask you questions afterwards,in case the questions give clues to the verification process.

 

[florent]

i am one million percent certain that there is nothing wrong with the ids, it is clear and i can send any other id if they want. i am not worried about my account closed, they can do what they like, but i am worried about not paying my winning.

 

[quincunx]

Okay,fine.Then since Totesport will not talk to you,either contact the Gibraltar GC,or try the complaints button on this site first.

 

[quincunx]

Okay,then since Totesport will not talk to you,either contact the Gibraltar GC,or try the complaints button on this site first.
Trevrizent,how good are the Gibraltar GC ?

 

[Trevrizent]

They're better than some, Quincunx, but I seem to remember that they found in favour of Betfred's initial decision not to pay out on the famous Barney Curley coup a few years ago. It's certainly worth giving them a try, but I wouldn't be confident.

 

[florent]

i have report the case both to the site and the gambling commission, i have read their terms and condition and i did not break any of them, i was not even long enough in the website to break anything

 

[quincunx]

Well done,florent.Please tell us how you get on.