Complaint #269 Betway Casino

Account Disabled and Verification Delayed

By Madhu S.

5 years ago

Dear Team AskGamblers,

After a month try I am here with the frustration and also with the hope of getting resolution to my issue.

I have an account in Betway with the user name "Madhukondlur". Initially while creating account I have mistakenly entered my name as well as my father name in the Name section as "Madhu S D Sringeripal Nagappagowda Darmaiah" where in my actual name is just "Madhu S D" and remaining is my father name. As there was three name sections such as First Name and Sur Name and as I was new to online gamble, I got confused while filling my details.

Later during verification process Betway team asked me to provide identity with the name "Madhu S D Sringeripal Nagappagowda Darmaiah". Then I realized the mistake that I have done and I asked them to change my name to just "Madhu S D". And I also provided all the necessary documents( Adhar Card and Bank Statement) with my actual name "Madhu S D".

As per betway terms and conditions it is possible to change the incorrect personal data to correct it(Relevant screenshot has been enclosed for the same).

Now It's been nearly two months from the day my account disabled and I am restricted to access my account in the name of verification.

Every time when I asked the customer reps they are responding with different answers and there is no proper coordination between them at all. One guys says it can be resolved soon and next day other guy says it is with operations team and and some other guy is saying "S D" cannot be considered as it is initials. But in India last name will be initials for most of the citizens and my many friends who suggested me betway are having their verified betway account with last name initials itself.

I have deposited 2000INR on 20th of Dec. My fund has stuck in my betway account and as said I am restricted to use my account now. Please help me to get the genuine resolution.

Betway account details:

User Id: Madhukondlur

Regards,

Madhu S D

Disputed Casino Betway Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Betway Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Betway Casino

• Representative

5 years ago

Dear Madhukondlur,

After a review on your account, we can confirm that your documents were rejected.
We have regulations that we have to adhere to at all times, unfortunately, we cannot accept a surname that is one or two letters.
We do provide customers the right to amend incorrect personal data however, the change you’re wishing to make does not align with our regulatory requirements.

With regards to your deposit that you created on the account, we have escalated this to our Operations Department for a refund review.
Unfortunately, your account will remain locked.

Kind regards,
The Betway Team

Madhukondlur

• India

5 years ago

Dear Team AG,

Thank you for accepting the complaint. Total of 2000INR of deposited money has stuck in betway wallet( Enclosed the transaction receipt).

Even there is a right to amend the incorrect personal data as per the terms of Betway (Screenshot of which has enclosed during complaint registration),they are denying to process the verification of my betway account and asking me to provide the document for incorrectly mentioned name.

Kindly ask them to accept the actual name " < full name removed >" as mentioned in the National Identity Card(i.e Adhar And PAN card) and amend as per the documents provided and to complete the verification process.

Thanks,

< full name removed >

AskGamblers

• Support Team

5 years ago

Dear @Madhukondlur,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Betway Casino Complaint Stats

Resolved 139 / 157

Avg. Amount $5,702

Avg. Complaint Duration 11 days

Avg. Response Time 1 day

Betway Casino Complaints

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Betway purposely delaying withdrawal

So I have been waiting since 24th jan for my withdrawl to be processed and yet still have no recieved my funds.

The amount is £20,668.52

I have been sent around in circles being told one thing than another.

I sent documents and was told i was successfully verified.
But the withdrawl was still delayed.

An agent then was really helpful and requested a timeframe seems it was already overdue.

I was then sent a link to yet again verify. Which did not work.

I waited days for another link which worked and I did It right away.

Now Im back to sqaure one of being told to wait which I do then told to wait longer again.

Now today my account has been locked. So I asked this morning why and was told although its not yet being reviewed it can be closed during review...
So which is it I ask?

Though the next agent then told me it was locked due to concerns on chat which is absurd.

The only thing I can possibly feel that is being excused as a reason for concern is that I agreed with agents who said it is frustrating and said it is causing me stress, which it would any normal person being messed around with inconsistent information.

No consumer is happy about funds being withheld for no valid reason.

The agent then closed the chat on me which I think is disgustingly rude.

Under the Gambling Commission rules and the Consumer Rights Act 2015, players have the right to withdraw deposited funds and winnings at any time without unreasonable delay or restriction.

I would most certainly say this has been unreasonable. I sent all my documents for verification right away and its been delayed as much as possible, using any reason they can come up with.

I have all chats screenshotted but haven't uploaded due to the large amount.

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£20,669

Not pay and live chat does not exist

I am writing to formally lodge a complaint against Betway regarding a persistent failure to process my withdrawal request and the total absence of legitimate customer support. As a registered user, I have followed all established protocols for fund withdrawal, yet the platform has failed to uphold its contractual obligations and regulatory standards.

1. Failure to Process Payments
I have a significant balance in my account that I have attempted to withdraw. Despite my account being fully verified and having met all necessary wagering requirements, the payment remains "pending" or has been cancelled without a valid explanation. This constitutes a direct violation of the terms and conditions regarding the timely disbursement of player funds. It is deeply concerning that a platform of this scale is withholding legitimate winnings from its users.

2. Non-Existent Live Chat Support
Betway advertises a Live Chat feature as a primary means of resolving urgent issues. However, after numerous attempts to access this service, I have found it to be completely non-functional. The link either leads to a dead page or places me in an infinite loop within the "Help" section. A gambling operator must provide real-time assistance, especially when financial transactions are involved. The fact that the Live Chat is "invisible" or perpetually unavailable is deceptive and prevents players from seeking immediate help.

3. Automated Email Responses (Bot Interference)
Furthermore, I have attempted to resolve this through their official contact emails. Every communication I have sent has been met with a generic, automated response generated by a bot. These replies do not address my specific concerns and offer no path to speak with a human representative. This "wall of automation" is a tactic used to frustrate users and avoid accountability. There is a total lack of transparency and professional oversight in their communication department.
PD: I used ia because dont speak inglish thenkiu for you help

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Refund Not Paid After 7 Days

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"We trust you are well.

We write to advise that a review of the account has now been completed by the Operations Department.

After careful consideration, a decision has been made to issue a refund, as per the amount shown below.

Refund: 300 EUR

Note: the refund amount has been calculated on total deposits minus total withdrawals – therefore placing you in the same financial position immediately before the account registration.

Please note this account will remain closed."

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I have been waiting for Betway to pay my withdrawal for over 3 days now.

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