Can a site withhold your deposit?

I signed up with Betbull in order to take advantage of their sign up offer but the experience has been a nightmare since trying to withdraw.
I deposited 100 and I’ve only got a balance of 114 that I’m trying to withdraw but they are making me jump through hoops for the money. Ive sent in passport photos and driving licences and have emailed and live chatted with them constantly but they are still reviewed my account a week later!
At this point I couldn’t care less about the slight profit but my question is can they retain my original 100 pound deposit even if they suspect me of trying to exploit their sign up offer?

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Crilly
1

March 15, 2021 at 4:13 pm

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Matt
Keymaster
1490 March 18, 2021 at 8:33 am

You should be able to withdraw your deposit at any time @crilly.

This is the guidance for operators…

4. Allow consumers to withdraw their Deposit Balance at any time (including when a Bonus is pending or active on the account) and without restriction, except as necessary to comply with any General Regulatory Obligations.

Is the sign up offer still active or have you completed it? You’ve got £14 worth of winnings in your account so that’s probably causing the hold up.

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Crilly 1 March 18, 2021 at 4:33 pm

Thanks Matt.

I dont know what is going on with Betbull. No responses to emails, phone lines are dead and when you join live chat there are 200+ people in the queue!

I would happily just take my original deposit right now as I requested the withdrawal over 2 weeks ago.

What makes the matter worse is that although I can log in, I am not allowed to place any bets as they have restricted the account.

I’m literally stuck as there’s no communication from them at all.

Awful site.

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Matt
Keymaster
1490 March 19, 2021 at 11:58 am

Hmmm not good.

You’re not the first I’ve heard complain about their customer service.

I’d perhaps give them until next week as Cheltenham will have probably slowed a few things down. If you don’t get anywhere, you could consider raising a dispute with IBAS (Independent Betting Adjudication Service), or at least suggest that to BetBull and see if it prompts a resolution.

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Crilly 1 March 19, 2021 at 1:15 pm

Thanks Matt. I’ll do that.

Keep up the great work with the site 👍

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Matt
Keymaster
1490 March 20, 2021 at 9:11 am

Will do @Crilly, thanks!

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Gooner206 0 March 21, 2021 at 7:11 pm

Hi all,

Hoping someone can help. My mum set me up a skybet account in her name so I could take advantage of the extra place offers. I used my debit card to deposit and placed quite a few bets which all lost. I then won just shy of 3k and tried to withdraw the money (not really winnings as I laid the horse off on the exchanges). They have suspended the account and asked for verification documents. With the debit card being in a different name can they refuse to pay out? I’ve done similar with Will Hills previously and had no issues after sending over document.

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terradark 0 February 7, 2022 at 4:37 pm

I remember when I first made a deposit and decided to withdraw some of the money, I was very unhappy that I had to provide a lot of personal information. Now I take it easy.

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