Complaint #489 Betway Casino

Account Locked until I speak to responsible gambling team

By omfgz

3 years ago

There are too many things that happened which make no sense and no proper communication was provided by Betway. This is not a new account I have had account with betway for about 2 years now and I have been able to make withdrawals previously.

On Monday I requested a withdrawal for about 15k CAD using etransfer since it said i can only withdraw using the method i used to deposit. I did do but i know etransfer is limited to 10k at a time i thought they will split into two transactions. Then i decided to withdraw the rest of my funds from account which was about 70k CAD but i want it go directly in my bank account. So i made a deposit using INSTADEBIT so i can use it to withdraw directly to my bank.

The following day i tried to login to my account and it says it was locked and see an email i got from betway saying i need to speak to the responsible gaming team before they will release my account so i replied back to the email with my phone # to call me back. The day passes no calls so i get in touch with support they said they were unsuccessful in calling me even though the number was correct. So i verified the number again to make sure it was correct. 4 days later still no call.

The 15k etransfer withdrawal i made gets sent out to INSTADEBIT withdrawal option which i did not use and the other 70k i did still have not hit my instadebit account yet. I had made another 2 small withdrawals (6k and 7k) with etransfer, i get only one deposit of $9,999.99 CAD in my bank and I'm not sure what happened to the rest.

I got in touch with customer service again to let me know when they will call. They said there is no ETA. So now I'm locked out of my account and i have no idea what is going on with almost 100k that I'm missing.

Disputed Casino Betway Casino

Reason Account closure

Amount $100000

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

omfgz

3 years ago

Got this response today. This complaint can now be closed.

Thank you

Betway Casino

• Representative

3 years ago

Hi, Ali.

We apologize for the inconvenience this may have caused.

I see the Responsible Gambling Team did send you an email on the 18th of February advising they will be contacting you regarding the re-opening of your account.

Unfortunately, they are experiencing extremely high volumes at the moment and apologize for the delay in your call-back request.

I will be in contact with them again to ensure your call is conducted as soon as possible.

Regards,

The Betway team

omfgz

3 years ago

My account is locked again, saying i have to speak with the responsible gambling team before it can be unlocked. I do not want to go through this process again it was painful getting to call someone.

What I do not understand is how when I'm depositing money it's not an issue but when I win a lot of money they block my account. Should it not be another way around?

Please unlock my account I already had this conversation with responsible gambling team already.

Betway Casino Complaint Stats

Resolved 139 / 160

Avg. Amount $5,611

Avg. Complaint Duration 11 days

Avg. Response Time 1 day

Betway Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 105 out of 123 complaints in this category have been resolved.

This operator's average complaint duration is 11 days, while the average duration across all operators is 8 days.

Betway Casino Complaints

See all complaints for this casino

Delayed payment no customer service answer

I've been waiting for my withdrawal for almost 1 weeks now.

The withdrawal was made on the 11 september 2026 a $2250 in total. The withdrawal was made via Wire/Swift Bank Transfer. The current status is "paid". Please see attached photo. Withdrawal guidelines shows that it could take 1-3 days for the money to come through. It has been over a week.

It's so difficult to get hold of someone from Betway as their helpdesk is AI powered. I just want to speak to a real person/agent. I have also asked about the swift/bic code to talk to my bank still betway didnt answer its very frustrating and poor customer service.

My account has been verified and I have never had any issues prior.

I tried sending in an email to [email protected] to receive an automated message saying that the inbox is no longer monitored...It's so frustrating!

Please advise.

Regards,

Salmaan

Unresolved

$2,250

Active bets

I deposited €100 into my Betway Casino account and placed three sports bets using the deposited funds. All three bets have already reached their final results and are winning bets. However, they are still marked as "Pending" in my account and have not been settled.
I have been waiting for Betway to process these bets, but there has been no progress. I have also tried to contact Betway regarding this issue. Unfortunately, Betway does not provide a live customer support service, and they have not responded to my emails, leaving me without any information about the delay.
As a result, my funds remain locked, and I am unable to withdraw my winnings.
Requested Resolution
I request that Betway settles all three bets according to their official results, as they are winning bets, and credits the winnings to my account. Once the bets have been settled, I also request that I be allowed to withdraw my funds without any further unnecessary delays.

Unresolved

€360

withdrawal failed and I cannot access my funds

Hello,

I would like to submit a complaint regarding an unresolved withdrawal issue with Betway.

My Betway account is verified, and I requested a withdrawal of CLP 47,800.

Betway later informed me by email that they were unable to process the withdrawal to my Visa card due to card restrictions, even though the card had previously been used successfully on the account.

Following their instructions, I attempted to update my withdrawal method and use an alternative option such as Bank Transfer / SWIFT.

Additionally, days earlier I also attempted to add a new payment method to my account. Betway instructed me to make a deposit using the new account/card in order to verify and enable it for withdrawals. I followed those instructions and completed the requested deposit, but the new payment method still could not be properly added or used for withdrawals.

Despite several attempts to resolve the issue, I have not been able to receive effective assistance from support. The live chat system mostly redirects me to automated responses, and my emails have not been properly resolved.

At the moment, my withdrawal has failed and my funds remain inaccessible while I continue trying to find a working withdrawal solution.

I am not accusing the operator of refusing payment. I am simply requesting assistance in resolving the withdrawal issue and accessing my funds through an alternative payment method.

I am attaching:

* the email from Betway regarding the failed withdrawal,
* screenshots of the withdrawal status,
* screenshots related to the payment method issue,
* and screenshots showing my attempts to contact support.

Thank you for your time and assistance.

Unresolved

$47,800

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.

Resolved

£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

Resolved

Refund Not Paid After 7 Days

I received an email from Betway Support stating that my deposit would be refunded due to alleged issues with my account ("verification process" took 2 weeks as well which is unbelievable). However, it has now been seven days since that message, and I have yet to receive the refund. This delay seems excessively long. I ask Betway to provide an update on the status of the refund.

"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."

Unresolved

€300

Delayed Withdrawal By repeating asking proof of ownership of my cards

AskGamblers Team,

I need your help regarding a delayed $3,000 CAD withdrawal from BETWAY initiated on January 14, 2025. Despite providing all requested documents, including statements and verification for my payment methods, the casino has yet to process my withdrawal.

As a loyal customer with a history of significant transactions, I find the repeated requests to prove card ownership unreasonable, especially when I’ve already submitted the required evidence.

Please assist in resolving this issue promptly. I can provide further details if needed.

Unresolved

$3,000

Betway withdrawal not paid

Withdrawal says it’s been paid since Dec 17 I have received no emails no nothing and was apparently paid after I had to change my payment method to receive it and still nothing it’s been months now and there is 0 communication. It’s so hard to try to talk to them I’ve tried everything and now I’m starting to think it’s just not going to show up.

Unresolved

$780

Holding on to my winnings

I have been denied access to the bet I placed on the 14 /10/24 which resulted in a total sum of £662.43.
I have sent several emails,uploaded the required documents for verification which they’ve received. I have sent several messages to the live support which refused to do anything to it.
Attach is a screenshot of my chat with the live support agent this morning

I will appreciate it if you look into it and withdraw my wins to my bank connected to my Betway account.

Thank you

Unresolved

£662

Holding onto my withdrawals

Hi they’re holding onto my withdrawals I’ve already sent them a complaint I’ve used my own card details with my name to deposit with and they’re saying they’ve cancled this and holding onto it I’ve sent everything to them with my name on it pdf bank statement picture of the card everything and still not even writing back to me said they’re contact me before 18th of October and I’ve still heard nothing

Unresolved

£310