Canbet Sports Bookmakers UK Ltd Withdrawal Problems

Update September 2014: Peter Lord and Graeme White have been making changes to their UK companies. Updates can be found here - Recording the changes to Canbet's business records

What follows is the back and forth email trail between myself and Canbet from account opening through until now.

I opened an account with Canbet on 26th September 2013, deposited £150 and they gave me a £150 bonus.

On completing the rollover requirement I'd managed to turn the £300 into £806.25. On October 4th 2013 I requested a withdrawal of the full balance of my account.

The two directors of Canbet Sports Bookmakers UK Ltd are Peter Raymond Lord (born 07/07/1969) of KEMBLA GRANGE, NSW, Australia and Graeme Colin White (born 06/01/1960) of Melbourne, Australia.

Below are the emails. Those from Canbet to me are highlighted in light grey, from me to Canbet in white:

From: mail@canbet.com
To: Ben Catt
Date: Thu, 26 Sep 2013 11:45:16 +0000
Subject: Welcome to Canbet.com!

Dear Benjamin,

Congratulations on opening your CANBET account.

IMPORTANT ACCOUNT INFORMATION

Account Number: 1161275

Keep a record of this information by either saving or printing this page.

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Customer Service:
Telephone: +61 3 8660 8090
Fax: +61 3 8660 8080
Email: mail@canbet.com

From: Ben Catt
To: mail@canbet.com
Date: Fri, 4 Oct 2013 08:40:02 +0100
Subject: ID verification for account 1161275

Hi,

Please can you tell me what it is you need for ID verification?

I tried to withdraw my money and I got this error message:

"Withdrawal cannot be processed. Please Contact member services to complete ID verification."

Thanks,

Ben

Account number is 1161275

From: Canbet Mail
To: Ben Catt
Date: Fri, 4 Oct 2013 18:26:17 +1000
Subject: RE: ID verification for account 1161275

Hi Ben,

We have received your request for a withdrawal, unfortunately we are unable to process it at this stage.

As per the terms and conditions on our site withdrawal requests are not possible until we have verified your account.

Please forward the following documents to Canbet at your at your earliest c= onvenience to avoid any delay when withdrawing your winnings.
1. A photo ID (passport or driver's licence)
2. A recent utility bill / bank statement in your name showing your address and not older than 3 months.
3. Copy (front and back) of any credit/debit card used on the account.

Please Note: all the documents provided must be clear. It may help to photo copy the image on the lightest setting. You may email these documents to mail@canbet.com or fax to +61 3 8660 8080.
Once we receive these documents we will notify you and you will be able to = submit a withdrawal request.
If you have any further queries or need assistance, please feel free to contact us again.
Regards
Canbet Support Team [cid:image001.jpg@01CEC12F.37204B10]
Canbet Sports Bookmakers UK Ltd
Building 3, Chiswick Park
566 Chiswick High Road
London W4 5YA Support Email: mail@canbet.com
Technical Help Desk: helpdesk@canbet.com
Website: www.canbet.com


From: Ben Catt
To: Canbet Mail
Date: Fri, 4 Oct 2013 09:40:42 +0100
Subject: Re: ID verification for account 1161275

Hi,

Please find driving licence and bank statement scan attached.

Thanks,

Ben


From: Ben Catt
To: Canbet Mail
Date: Fri, 4 Oct 2013 09:41:53 +0100
Subject: Re: ID verification for account 1161275

Hi,

Front and back of bank cards attached.

Thanks,

Ben


From: Canbet Mail
To: Ben Catt
Date: Fri, 4 Oct 2013 19:57:59 +1000
Subject: FW: ID verification for account 1161275

Hi,

Thank you for providing the required documents. They have been forwarded to Customer Service who will evaluate them and get back to you as soon as possible. Thank you for your co-operation and patience.

Regards,

Canbet Support Team

From: Ben Catt
To: Canbet Mail
Date: Fri, 11 Oct 2013 22:03:18 +0100
Subject: Re: FW: ID verification for account 1161275

Hi,

It's been a week and I've still not heard anything. Please can you give me an update on the ID verification for my account (1161275)?

Thanks

Ben

From: Canbet Mail
To: Ben Catt
Date: Sat, 12 Oct 2013 16:05:24 +1100
Subject: RE: FW: ID verification for account 1161275

Hi Ben,

Thank you for your email.

We have escalated your issue to our Customer Service department which will look after your account as soon as possible.

Should you have any further question, please feel free to contact us again.

Kind Regards,
Angela W
Canbet Support Team

From: Canbet Mail
To: Ben Catt
Date: Sun, 13 Oct 2013 11:19:15 +1100
Subject: RE: ID verification for account 1161275

Hi Benjamin,

You will be pleased to know your documents have been reviewed and our records updated accordingly.
Your account is now fully activated for betting purposes.
Kind Regards,

Jacky
Canbet Support Team

From: Ben Catt
To: Canbet Mail
Date: Sun, 27 Oct 2013 10:11:00 +0000
Subject: Withdrawal request 04/10/2013

Hi,

I requested a withdrawal several weeks ago but it's still pending. Please can you look into it for me?

Account is 1161275.

Thanks,

Ben

From: Canbet Mail
To: Ben Catt
CC: IGAS Customer Service
Date: Sun, 27 Oct 2013 21:37:26 +1100
Subject: RE: Withdrawal request 04/10/2013

Dear Sir,

Thanks again for your email.

As you may be aware we continue to experience ongoing technical difficulties which have slowed down our internal payments system.
We can assure you that we are making headway into the amount of overdue withdrawals. Our finance team are making payments every day, however it is taking longer to clear the back log than previously anticipated. This is due to the fact that our finance team are still required to make the payments manually which is severely slowing down our payment process.
Because of the length of delay with your withdrawal request, I do understand your concerns and frustrations, however just to reiterate, we continue to work around the clock to fix the situation and will email you to let you know when we have addressed your own individual request.
Once again we apologise for the delay in processing your withdrawal, and we assure you we are doing everything we can to ensure your withdrawal is paid as quickly as possible.
If you have any further queries please let me know directly.

Regards,

Canbet Support Team

From: Ben Catt
To: Canbet Mail
Date: Tue, 19 Nov 2013 20:36:40 +0000
Subject: Re: Withdrawal request 04/10/2013

Hi,

Several more weeks now and I am still patiently waiting for my withdrawal.

Is there a problem?

Thanks,

Ben

From: Canbet Mail
To: Ben Catt
Date: Fri, 22 Nov 2013 19:47:53 +1100
Subject: RE: Withdrawal request 04/10/2013

Hi Ben,

Thank you for contacting us.

We appreciate your patience while our finance team work around the clock manually processing the withdrawal requests.
Whilst it is taking longer than we originally expected we are getting closer to being back up to date.

We apologise for the delays associated with your withdrawal request, and can confirm that we are doing everything we can to ensure that there are no delays like this in the future.

You will receive an email once your withdrawal request has been processed.

Should you have any further question, please feel free to contact us again.

Kind Regards,
Angela W
Canbet Support Team

From: Ben Catt
To: Canbet Mail
Date: Tue, 3 Dec 2013 20:42:45 +0000
Subject: Re: Withdrawal request 04/10/2013

Hi,

I am led to believe that people who requested withdrawals after me are being paid which makes little sense and is very unfair. I've waited nearly two months now.

Although I'd rather not have to do this I'm going to have to go to the Money Claim Online help desk to see what they can do to help me.

Two months is far too long to wait for a small £800 or so withdrawal.

Regards,

Ben

From: Canbet Mail
To: Ben Catt
Date: Thu, 5 Dec 2013 18:02:23 +1100
Subject: RE: Withdrawal request 04/10/2013

Dear Ben,

Thank you for contacting us.

We apologise for the delays you are experiencing with your withdrawal request.

We have escalated your case to our finance team, and I will contact you as soon as we have a confirmed payment date for you.

Should you have any further question, please feel free to contact us again.

Kind Regards,
Angela W
Canbet Support Team

From: Ben Catt
To: Canbet Mail
Date: Mon, 9 Dec 2013 22:41:32 +0000
Subject: Re: Withdrawal request 04/10/2013

Hi,

It's well over 2 months now which is far too long to have to wait for a withdrawal.

I have to assume that Canbet is suffering from financial issues and so I will be filling in a claim with Money Claim Online on Thursday morning UK time.

To avoid this action, please process my withdrawal today.

Regards,

Ben Catt

From: Canbet Mail
To: Ben Catt
Date: Tue, 10 Dec 2013 13:01:34 +1100
Subject: RE: Withdrawal request 04/10/2013

Hi Benjamin,

We appreciate your patience while our finance team work around the clock manually processing the withdrawal requests.
Whilst it is taking longer than we originally expected we are getting closer to being back up to date.
We apologise for the delays associated with your withdrawal request, and can confirm that we are doing everything we can to ensure that there are no delays like this in the future.

You will receive an email once your withdrawal request has been processed.

Jacky
Canbet Support Team

From: Ben Catt
To: Canbet Mail
Date: Tue, 10 Dec 2013 12:30:17 +0000
Subject: Re: Withdrawal request 04/10/2013

Hi,

I've seen that email before.

Thursday morning, MCOL.

Thanks,

Ben

From: "Canbet"
To: Ben Catt
Date: Wed, 11 Dec 2013 03:56:50 +0000
Subject: Canbet Important Notice

Dear Benjamin,
Account Number: 1161275

Please be advised that your withdrawal request will be processed and paid over the next week.

Over the past two months, as you are well aware, Canbet Sports Bookmakers UK Ltd has experienced immense difficulties in making payments to our customers. As our customer service department has reported, this has been the result of an IT error that had been triggered through bonus bets and free deposit match up bonuses.

Like many companies within the online industry, some components of the IT software are controlled by a third party and integrated into the main IT platform. At Canbet this has been the case with our financial software program for many years. This third party IT program accepts deposits and issues withdrawals; it calculates all financial transactions including bonuses. Recently it was discovered that this system was not recognising all the rules associated with deposit match up bonuses, thus many customers were unduly qualifying for their bonuses. This resulted in management having to undergo a complete overhaul of the third party IT system, including a financial forensic audit, whereby we had to first identify the issues, find out how far back the issue went, identify every customer and each of their bets and then assess if the customer qualified for their bonus or not. Unfortunately, all of this has taken time to complete.

Whilst we appreciate that this delay in payment processing has caused unnecessary angst amongst our customers, we were left with no alternative other than to resolve this problem and ensure that everyone who has made a withdrawal request was eligible to withdraw their money and paid the correct amount. During this period, once our customer service and finance department were satisfied that the customer was eligible or not to withdraw their funds, they have either been paid or notified as to why they were not eligible due to not satisfying the bonus requirements.

Over the next week, our customer clearance procedures will once again be automated which will result in customers being paid in an expedient manner, thus clearing the backlog of withdrawal requests. Going forward, we will be upgrading our whole financial platform to ensure that we don't have a repeat of this in the future.

I would like to thank both the UK Gambling Commission and IBAS for their support and assistance during this period and look forward to our customers once again enjoying the benefits of one of the world's oldest online sports books.

On behalf of the team at Canbet, I do offer our sincere apologies for any inconvenience that this temporary issue has caused you.

Yours Sincerely

Executive Director

From: Ben Catt
To: Canbet
Date: Fri, 20 Dec 2013 08:27:52 +0000
Subject: Re: Canbet Important Notice

Nine days since you sent an email saying "your withdrawal request will be processed and paid over the next week".

What is going on? Where on earth is my withdrawal?

24 hours, then I'm going to MCOL to file a claim.

From: Canbet Mail
To: Ben Catt
Date: Sat, 21 Dec 2013 17:44:37 +1100
Subject: RE: Canbet Important Notice

Hi Ben,
Thank you for contacting us.
Our finance team are continuing to make manual payments every day.

As soon as Finance have processed your withdrawal we will let you know.

Once again we apologise for the delays associated with your request.

If you have any further queries please let us know.

Regards,

Canbet Support Team

From: Ben Catt
To: Canbet Mail
Date: Sat, 21 Dec 2013 10:34:00 +0000
Subject: Re: Canbet Important Notice

I'll be filing the complaint with MCOL first thing on Monday when the office is open. I've tired of your excuses.

From: "Canbet"
To: Ben Catt
Date: Tue, 31 Dec 2013 06:46:40 +0000
Subject: Canbet Important Notice

Dear Benjamin,
Account Number: 1161275

Canbet will temporarily cease taking any further bets or deposits, effective from 31 December 2013, due to an ongoing system malfunction affecting client withdrawals and deposits. Please note that any unsettled bets will be honoured once the result is known.

The previous software fix has not rectified the current problem to the satisfaction of management and as a result this has lead to management taking this decision to temporarily cease trading until we can integrate a final technical solution, (which we are currently working on). The UK Gambling Commission has been notified of this decision.

Canbet apologise for the delayed payment issue and fully understand your frustration. Canbet has informed the UK Gambling Commission and we have assured them that ALL customer payments will continue to be paid as previously notified.

As part of our current software upgrade, the company are launching a new state of the art sportsbook and a mobile betting platform in the coming weeks.

Again Canbet apologises for the delay in payments and we will keep you posted with updates on our technical progress, which we are working around the clock to resolve.

Yours Sincerely

The Canbet Management Team

From: Ben Catt
To: Canbet
Date: Tue, 31 Dec 2013 08:28:45 +0000
Subject: Re: Canbet Important Notice

Hi,

After repeatedly warning you I finally started court action.

Please see attachment for details.

Thanks,

Ben

Attached to this email was my Claim Form from Northampton County Court. The amount owed to me from Canbet had now risen from £806.25 to £918.25 (the extra covering interest and court fees).

From: Canbet Mail
To: Ben Catt
Date: Fri, 17 Jan 2014 10:56:27 +1100
Subject: Withdrawal Update

Dear Mr Catt,

Please refer to the attached update from our director.

If you have any queries please let me know.

Regards,

Michael.

Customer Service Manager

* The following is the text from the PDF attachment *:

16th January, 2014

Dear Mr Catt,

I wanted to update you personally as to the status of your payment as I understand that you have taken a legal option to retrieve your funds.

As we are heading to the conclusion of our audit process, it has been discovered that the bonuses triggered within our IT system have far exceeded what has been reported. This has caused a great disparity in the Sportsbook balances that clients are eligible to withdraw and the actual balances that were reported to our management.

In order to ensure that each individual account with Canbet is displaying the correct balance, we have undergone a significant review which has delayed your payment and those of others. We are fully aware that it’s been reported on various social media outlets that our customers will not be paid. I wish to make it clear to you that these statements are completely false and have never come from within the company. The UK Gambling Commission is fully aware of our circumstances and is working with us to try and resolve the matter as quickly as possible.

We fully appreciate and understand that you have the right to exercise your legal rights. I would ask that you hold this option open until the Tuesday 28th January, in which time we believe all our payment issues will be resolved.

I completely understand your anger and frustrations with the recent issues. Please appreciate that our intention is to pay you as quickly as possible and we are working hard to fix the current issues.

I thank you for your understanding.

Regards

Director

The signature on the above PDF appears to be from Peter Lord but he doesn't print his name, only "Director".

From: Ben Catt
To: Canbet Mail
Date: Fri, 17 Jan 2014 08:06:20 +0000
Subject: Re: Withdrawal Update

Sorry but that's far too little, too late.

Just pay me please, today.


From: Ben Catt
To: Canbet Mail
Date: Tue, 28 Jan 2014 19:57:30 +0000
Subject: Re: Withdrawal Update

As the deadline has now passed can we ensure that payment is made as soon as the office is open again today - Tuesday 28th January 2014.

The CCJ I have been granted is in place and I find it disturbing that you still haven't paid or sent out any updates.

My Skrill account details are in my account settings and you happily took the money for the deposit so please start acting like professionals and process the withdrawal.


From: Ben Catt
To: Canbet Mail
Date: Wed, 29 Jan 2014 13:23:48 +0000
Subject: Re: Withdrawal Update

Where is the payment I was promised by Peter Lord? He said I would be paid on Tuesday 28th January 2014. I want an answer today, the County Court Judgement has already been granted - why have I not been paid yet?


Emails to Canbet aren't being answered now so I decide to go directly to Peter Lord.

From: Ben Catt
To: Peter Lord
Date: Thu, 30 Jan 2014 19:52:00 +0000
Subject: Re: Withdrawal Update

Dear Peter,

Although you didn't print your name underneath the signature I am assuming it is you who is the "Director" who signed this update.

Please can we have some real action on these withdrawal issues?

You said Tuesday and that has now passed but it was just another in a line of several false promises.

Thanks,

Ben


From: Ben Catt
To: Peter Lord
Date: Mon, 3 Feb 2014 18:43:59 +0000
Subject: Re: Withdrawal Update

Good evening Peter,

I am disappointed to find you haven't been professional enough to reply to my email. One wonders if your whole involvement with Canbet was a very clever scam.

With you now trying to deflect Canbet's issues on to an Indian company, will they be paying us soon?

Thanks,

Ben


Canbet finally come clean in the following email. Notice how it is signed by the "Board of Directors" and again Peter Lord and Graeme White shy away from putting their names on the email.

From: "Canbet"
To: Ben Catt
Date: Wed, 12 Feb 2014 04:35:51 +0000
Subject: Canbet update

12th February, 2014

Dear Canbet Clients

We are writing to update you on your client withdrawal that is still outstanding and explain the reason behind the delay. As has been previously reported during the last quarter of 2013 an issue occurred in the Canbet IT system that was related to a number of bonuses and promotions that were offered to our clients. This issue has been fully investigated and the outcome that resulted left a discrepancy between what management believed were the client balances and what the actual balances were.

At the end December as the full extent of this procedure was becoming clear, the step was taken to cease trading until the problem was completely identified. During January we were able to ascertain the full extent of what has taken place and as such there was a cash deficit within Canbet Sports Bookmakers UK Ltd.

This has occurred through the issuing of the cash bonuses which far outweighed the sum of cash deposits, therefore creating a “bubble effect” within our customer balances. Once discovered, the preference of the Directors of the company was to work with the shareholders to increase the capital within the company that would alleviate the problem and pay out the existing claims. The directors initially hoped that the parent company would reach agreement amongst the shareholders for this to occur, but unfortunately agreement could not be reached with the majority shareholder. We acknowledge that we had made previous statements that were made on the belief that these funds would be forthcoming and apologise for the inconveniences that this has caused. Such statements were made in good faith.

As such, the Directors over the last week have taken the steps to engage and work with a business asset agent to liquidate assets from within Canbet and its associated companies to recoup the funds to pay you and other clients. We wish to stress at this point in time that the directors of Canbet are doing everything possible to ensure that you are paid.

The UK Gambling Commission have continually been updated with our progress and have been advised of the direction that the directors have taken and are aware of the circumstances that have led to this decision. They also have diligently sought information from the company’s independent auditors and legal counsel ensuring that the facts that have been portrayed can be verified. They have also received a copy of this letter.

Finally, we wish to acknowledge that this experience has caused a lot of angst and anger amongst the Canbet customers. This has not been deliberate in any shape or form and we look forward to reaching a satisfactory outcome.

In summary, we reiterate that we have not abandoned Canbet or its clients and are working towards the objective of full payout of legitimate claims.

Regards

Board of Directors
Canbet Sports Bookmakers UK Ltd

Another Canbet update, again it is signed by the "Board of Directors" rather than naming Peter Lord and Graeme White. What Lord and White fail to grasp is that the "ill informed public comments" came about because they failed to give adequate updates about withdrawals and when they did update their "clients", the updates weren't entirely truthful.

From: "Canbet"
To: Ben Catt
Date: 12 March 2014 01:56
Subject: Canbet update

11th March, 2014

Dear Canbet Clients

This letter is to update you on the latest developments within Canbet Sports Bookmakers UK Ltd. As previously advised on 12th February, 2014, the company has engaged a business asset agent to liquidate assets from within Canbet and its associated companies to recoup the funds to pay you and other clients.

This process is continuing and discussions have been held with a number of parties that have shown interest in acquiring the company and/or its assets which would result in you receiving a payment. At this point we are yet to finalise anything definitive, although we are hopeful that a resolution will be secured shortly.

Despite much speculation in the media and on forums, the company remains out of administration and it is the Directors desire to remain this way to ensure that we can achieve what we have set out to do – to ensure you are paid. That being said, now that we have undertaken this route, ill informed public comments and speculation by disgruntled customers only serve to defeat the purpose in what we are trying to achieve – you want to be paid, we want to ensure you are paid.

Again, the Directors reiterate that we have not abandoned Canbet or its clients and are working towards the objective of a successful outcome.

Regards

Board of Directors
Canbet Sports Bookmakers UK Ltd

Page last updated 12th March 2014
Page first published 14th February 2014

 

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