3000 CAD Inaccessible for Almost 5 Months Despite Accepted Verification Documents
I am submitting this complaint regarding approximately CAD 3,000 that has remained inaccessible in my Betway account since May 2026.
My account is registered in British Columbia, Canada, and I have been trying to resolve this issue with Betway for almost five months, without any meaningful progress.
Throughout this period, I have fully cooperated with their verification procedures and submitted the requested documentation.
Most importantly, Betway explicitly confirmed to me in writing:
"The documents were accepted, we are still waiting for feedback from the operations team."
Despite this confirmation, my account remains under review, my funds are still inaccessible, and I have received no substantive explanation for the prolonged restriction.
I have contacted customer support repeatedly over the past several months. Unfortunately, I continue to receive essentially the same generic responses, telling me to wait for an update from the relevant department.
At times, communication has been extremely slow, and I have also been asked to provide documents that had already been submitted.
I fully understand that gambling operators have legitimate KYC and AML obligations. I have never refused to cooperate with any reasonable verification requirement.
However, I find it extremely concerning that nearly five months have passed without a clear decision, particularly after Betway confirmed that my documents were accepted.
Another serious concern is the six-month complaint submission deadline referenced in Betway's complaints procedures.
Since my issue began in May 2026, I am approaching the point at which such a deadline could potentially become relevant. I am concerned that the ongoing delays could affect my ability to exercise my rights under the applicable complaints procedure.
I am not suggesting that these delays are necessarily intentional. However, I believe the situation warrants urgent attention and a transparent explanation.
I have been patient and cooperative throughout this entire process, but five months without a meaningful resolution is unacceptable.
I sincerely hope that AskGamblers can assist in obtaining a fair and timely resolution.
I am willing to provide supporting screenshots, correspondence with Betway, and evidence of the funds held in my account.
Thank you for your assistance.
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