Ag Awards

Betway Casino - Account Closed & Winnings Withheld Unjustly

Complaint Info
Disputed casino Betway Casino
Reason Account closure
Posted on February 23, 2015


After recent correspondence via LiveChat with betway regarding my account, I feel that I have been harshly treated and this company has acted in a dishonourable way and a degree of sharp practice has been exercised.

I opened an account in good faith on the 13/02/2015. I deposited in good faith and was allowed to place bets until Monday the 16/02/2015 when I tried to access my account but was not allowed. I came on Live chat and was told I have a duplicate account which is fine as I did not remember and the agent I spoke to who was said he will arrange for my account (tdizzle24) to be opened and close the other account he stated as a duplicate within 30 minutes.

I checked my account after 30 minutes and could not gain any access and then contacted support via Live chat. I was then told my account has been transferred to the operations team and the chat was closed on me.

I came on Live chat again and then was told by another agent that my account is with the operations team and this may take about 24 - 48 hours.

On Tuesday 17/02/2015, I contacted Live chat and an agent said I self excluded my self which is why I was unable to gain access (There is no proof or evidence about my exclusion on this account). He also ended the chat session in a rudely manner.

My main fact of this query is that Betway have taken the winnings. They stated that I have a duplicate account, so why not just close one of them instantly!!, instead I have been allowed to operate my account as normal and then all correspondence since has been contrary to this, would we be having this dispute if none of my bets had won?. This in my eyes is sharp practice and the way I have been treated leaves a lot to desire.

BETWAY let me open account
let me deposit money
let me have bets
then tell me I was self excluded when quite clearly this is a lie/incorrect.

I feel I have been hard done by and there have been attempts to mislead me in this matters. Betway have acted totally unprofessional and deceived me during the duration of this account.

I have proof and can attach screen shots of my account showing the winnings I had before it was closed, operations such as bets made on the account and conversations had on Live chat if required.



Posted on February 23, 2015

Dear @tdizzle2,
Any update considering your complaint? Thank you.

Posted on February 24, 2015


There has been no updates as it stands. I was informed that I would receive my initial deposit back but they also haven't sent this amount of £90 which I was allowed to bet with.

This is part of their deceit and unprofessional ism and this also shows why they have not yet responded.

I am owed £1000 of winnings and I should be paid by BETWAY however like they do to other customers, they have also confiscated my winnings using the act of sharp practice.

Posted on February 19, 2020

This complaint has been reopened due to the declared willingness on behalf of Betway Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is happy to give these old cases one more chance for a successful resolution.

Posted on February 19, 2020

Hi Tolulope,

We hope you are well.

After an extensive investigation into your account, these were our findings:

Your initial account was created on 13/11/2014 with the username, solja02. Due to the activity picked up by the Traders, a limit was sent on your account. You had then created a duplicate account, which is in breach of our T’s & C’s.
Thus, the same limitation was applied to the duplicate account, your winnings removed and your deposit refunded.

We can confirm that you have been informed of this via email back in 2015.

Please let us know if you would like to be contacted in order to follow-through with the resolution of your complaint.

The Betway team

Posted on February 19, 2020

Upon the information provided on behalf Betway Casino management within their latest post, AskGamblers Complaints Team confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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