Ag Awards

Betway Casino - Bonus not given according to T & C

Complaint Info
Disputed casino Betway Casino
Reason Bonus terms violation
Posted on November 22, 2019

I won 3 cards on blackjack table on 17/11/2019 UTC. 2 was yellow card and 1 was red card. But it was not credit in my account so i go for hel by live chat they rised request regarding this and told me to wait for 24 hour. But amount didn't credit so asked them again then they told me to wait 24-48 hour but bonus was not credited so i asked them again then they said wait for 72 hour . And after around 60 hours they credit my amount with Rs 307.50. and told me that it is your bonus. But according yo their T&C, if customer wins yellow card then he will gets 5 free sports bets and if red card then will get 50 free spins of dream catcher game. But they said you bonus was not credit so we did it on manually by adding Rs307.50. which i should think is not equal to my winning bonus i.e. 10 free sports bets as i won 2 yellow card and 50 spins free on dream catcher. I did not want Rs307.5 as bonus i want my 10 free sports bets and 50 free spins, according to T&C of promotion. Promotion id was: 181298

I am sending you some screenshot, how they make me fool and T&C of promotion and somethings which can help you.

Please help me in this to get fair advantage of bonus. As i wasted so much time on this.

I hope you will help me soon.

Posted on June 1, 2020

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Betway Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on June 2, 2020

Good day Vaibhav,
Please see our investigation and findings below:

You mentioned you received a bonus card on black jack and you wanted the 1st game reviewed, by the dealer Eriks from the Black jack table. This was in relation to the promo Sunday Power Card promo ID 181298. It was escalated to our third party gaming provider.

You came in to follow up on your ticket and were advised that there is no feedback yet.

You came in to follow up on your ticket and were advised, as per our third party gaming provider, you did get the bonus cards, however to allow 72hrs for the promotion to credit.

You once again followed up on the promotion and you were advised the offer would be credited manually.

You left the review on Ask Gamblers.

We called the you to discuss the review and what happened, but you asked to be called back in an hour. We called later, but no one answered and we sent you an email. We apologised for how long it took for the issue to be resolved and explained the bonus that we already credited. Stated in the email:

“You mention being due two 10 Free Bets on your account. Due to the exchange rate to rupees, this equates to 625inr as per the promotion terms. We’ve added this to your account as well as the credit amount for Dream Catcher. All you need to do is go to the game and make sure that the spin amounts are set to 5inr for the 100 spins” 625INR Free bet added and 500 Bonus credits to use for Dream catcher.

You never responded to this email and then asked to close your account on 12/2/2020 due to lack of good promotions and volatility of games.

We hope this clears up any confusion.

Posted on June 2, 2020

Dear all,

Following a careful review and consideration of all the information and details 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.

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