Betclic account issue
urilou777 Posted messages 319 Registration date Status Membre Last intervention -
Hello, I have a question because I am very troubled as I won 1900 euros on Betclic by making a Paysafecard deposit of 10 euros that I credited to my account... so far so good, but the issue arises at the time of withdrawal when my account is blocked for investigation... okay.
I turn to customer service who tells me to be patient and that I will receive an email very soon.
They also say that apparently my account is linked to another account, which is not true.
Let me explain, my partner had opened a Betclic account in her name for deposits and withdrawals, and after some time she decides to self-exclude because she is afraid of losing too much money, which is her right. In the meantime, I open my account in my name with my bank details for withdrawals, all the documents, etc. The only issue is that I sometimes use her card since we are together to deposit money into my Betclic account... I am within my rights, right? But of course, my partner is okay with it... I feel like they are going to try to find a pretext because she self-excluded and that they won’t be able to return my money. I feel like I am being taken advantage of here and that I will never get anything back... can you help me and reassure me please...
1 réponse
Hello,
The problem is that Betclic is a service with terms of use, personally I haven't read them but I suppose that having multiple accounts is forbidden.
Having multiple accounts can mean several things but clearly you used the same computer, therefore the same IP address, and also the same banking details, and the same last name.
Now you say that your wife has "self-excluded" but that makes no sense legally. When you want to delete an account, you either do it through the customer area if it's possible, or you send an email to customer service to request the deletion of data in accordance with the "GDPR" regulations.
So despite the "self-exclusion" and your good faith, Betclic can still consider your wife's old account as active; in fact, this can be verified in the terms of use, and it may be after a certain number of months without connection that they consider the account as inactive (and possibly delete it automatically).
Of course, if you had only won €2 they wouldn't have done all these checks, anyway, wait for them to do their "investigations", you can also look online to see if other people were in the same situation and what happened.
In the terms of use, you will surely also find the contact details of an external mediator to initiate a dispute (they are required to provide one), in case you do not agree with their final verdict.
So the best you can do while waiting is to read their terms of use and also pay attention to the time limit you have to contest, sometimes it's only a few days/weeks.
Regards