Account locked without any explanation

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.

Username: Lungiswa Bilikwana

Personal data removed

Betway confirmed it was approved 02/10 at 15:12 and confirmed processed since.

Today is 16 Oct 2026 — Day 10 working days — funds have NOT reflected in my Capitec account.

I have waited since morning with no real update.

What I want: Betway Finance Team to escalate and release my R3480 immediately to Capitec 2271227557, or provide proof of payment with transaction reference.

I can't afford another delay — it was confirmed processed since 02/10, I wouldn't know the delay now to be until the 16th.

Please help.

Amount Disputed: R3480

Brand: Betway South Africa

I participated in the Betway Wimbledon Leaderboard promotion from last week of June to July 2026. I finished in Position 3. The prize per promo terms was cash k5000.

Immediately after finishing Position 3, my account was locked. I was told to request a special withdrawal.

I requested a special withdrawal . It has now been over 60 days.

Problem:

1. My account was opened with phone number only, no email linked, so I have never received any email requesting documents or giving a reason for lock.

2. Every time I call Betway Zambia support, I am only told "wait" with no written update, no reference number, no email.

3. My balance is mix of Wimbledon Leaderboard prize + regular winnings. The leaderboard prize is stated as CASH in terms and should have been paid within 7 days post-event.

What I have done:

- Called multiple times for 60+ days

- Sent NRC and proof of phone ownership to [email protected] on

What I am requesting:

- Clear written reason why my account was locked

- Confirmation of my Position 3 finish and prize amount

- Payment of my special withdrawal in full to my original Mobile Money number < phone number removed > which is registered in my name.

Attached:

1. NRC

2. A Screenshot of leaderboard showing Position ,I do not have as the account is

locked

3. Proof of phone number ownership

5.plus evidence that we talked

I have not received any free bet abuse warning or bonus abuse notice. I followed all promo rules.

I ask AskGamblers to assist as Betway Zambia phone support has not provided any written resolution for over 60 days.

Thank you.