Complaint #296 Betway Casino

Delayed Withdrawal & Verification

By Frankmarron617

5 years ago

Message on forum

I have been trying to verify my account and withdraw £450 for 2 weeks.

I received no emails originally from Betway stating that I needed to verify. I had to contact live chat to ask why my withdrawal was delayed, they informed me I needed to verify, and to send my Passport and proof of address.

I sent this on 30/03/2021. I was told on 02/04/2021 my documents on the account were approved, but my withdrawal was still on hold.

On 06/04/2021 I received an email saying I still needed to provide PayPal proof of ownership, which I supplied on 06/04/2021.

On 07/04/2021 I was told I need to supply proof of PayPal ownership that includes my name, I sent this also and received confirmation that they had received this.

On 10/04/2021 I receive another email stating I still need to send in my PayPal proof of ownership, something that was already sent, so i sent it in again.

In between this I made a complaint to Betway following their complaints procedure. It took 10 days to get a response.

On 09/04/2021 at 2.34pm I received an email from verification team asking me to send my Passport again, despite this already being approved, and a picture of myself via a link sent to me by themselves.

An hour later I receive a response to my complaint stating I hadn’t uploaded my documents via their link provided to me only 1 hour previous.

My complaint wasn’t about my dissatisfaction at being repeatedly asked for documents and my account being closed, as my account has been fully open including being able to deposit since I was asked to verify.

My original complaint was at the length of time to get a response and the poor communication from Betway throughout the entire process, although my complaint now, through Ask Gamblers is about the latter and the former.

Once again I have provided Passport through their link provided, although I believe the picture of myself wasn’t taken correctly so I have requested a new link so I can reupload an accurate picture of myself. I asked for this yesterday 09/04/2021.

So in essence, my complaint is about poor communication from Betway, the length of time taken to receive my money, the fact I am still allowed to deposit, yet I am not allowed to withdraw. The fact all my documents have been supposedly approved yet there are continuous hoops I am made to jump through just to receive money I am legally entitled to.

Quoted from UKGC website

“Operators should also remember that they cannot confiscate a customer’s funds on the basis that they have not provided ID. Last year, on the back of action it had undertaken in the remote gambling sector, the Competitions and Markets Authority (CMA) provided its view that consumers are legally entitled to money which they have deposited in their account, to winnings made with money they have deposited and gambled, and winnings made from a bonus where the relevant conditions have been met (subject to AML or other regulatory requirements).”

Yet I have provided ID yet my withdrawal is still in limbo. What else do I have to do to receive my money?

Why wasn’t ID or verification requested at point of deposit and only at point of withdrawal? As this is also a possible breach of licence conditions 17, whereby my ID was only requested at point of withdrawal, and the operator can not rely on Paragraph 2 of this license condition when they could of reasonably requested ID sooner, ie. not solely at point of withdrawal, considering I was able to deposit £770 without issue.

I respectfully demand an update on my verification and to receive my money in a timely fashion, I believe I am justified in this demand based on the facts and evidence provided, namely being told already that all my documents are approved, yet my withdrawal is still under review.

Kind Regards,

Francis < surname removed >

Disputed Casino Betway Casino

Reason Delayed payment

Amount £450

Discussion

AskGamblers

• Support Team

5 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.

Frankmarron617

5 years ago

The verification process took a longer time than I’m used to, but I received my withdrawal eventually and consider this now resolved. Thank you.

Betway Casino

• Representative

5 years ago

Hi Frances

In response to your previous messages, we have requested you to revert to the email sent by our Customer Care team as this is our policy for formal complaints as laid out in our terms and conditions. We have tried to provide you with as much information on this platform as possible without providing sensitive information.

Thank you kindly for submitting the photograph we requested, I can confirm that all requested information and documentation has been received and accepted and verified on your account.

With regards to the duplicate emails received, please accept our apologies if this has caused you any distress. You will notice the email id's differ as they have come from two different departments as communication has been made between various departments. We only required the photograph once and as previously confirmed above we have received and verified this.

Lastly we would like to confirm that your withdrawal has been released and paid to your preferred method of payment today and should reflect within 2-24 hours.

If there is anything further we can assist you with, we will be happy to do so.

Regards
The Betway Team

Frankmarron617

5 years ago

Despite already providing my Passport and photo of myself via the link provided to me, I’ve now been sent the link again and asked to provide the same thing.

How many times will I be asked to provide the same documents?

Betway Casino Complaint Stats

Resolved 139 / 157

Avg. Amount $5,702

Avg. Complaint Duration 11 days

Avg. Response Time 1 day

Betway Casino Complaints

See all complaints for this casino

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

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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.

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Betway withdrawal not paid

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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

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Holding onto my withdrawals

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Betway not processing my withdrawal and its been three days now with no help

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

My account is verified and I have been advised there is no issues with the withdrawal and to expect it “soon”.

I have been in contact with customer support everyday to find out what the delay is but I just get told the same thing every time and that is to just be patient.

As per their T&C’s it states they aim to process within 24 hours unless there is an issue? Again which I have been told there is no issues.

The payment was approved to be released on the 16/9 @ 14:00. This was 9 hours after I had submitted the withdrawal.

I have contacted them numerous times and I seem to be getting nowhere now and I just want them to send the payment.

I don’t understand how it can take them so long but other operators hours to pay? How do they expect customers to come back and play after treating them like this?!

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Withdrawal not paid but says paid on their website

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I withdrew money from the app and it processed, it got to the point where I got a text of my passcode to use for my upcoming money transfer, however a week has passed and I have yet to receive the money to use the code. On their end it has been saying I’ve been paid. I tried reaching out to their live chat but I only get automated bots to chat with, and their withdrawal tracker is not very helpful as it does not update at all.

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2800 euro withdrawal not received since June 4th

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Almost two months have gone and I still haven't received the withdrawal!

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After this, they asked me to do live verification. I have also completed this.

Nothing has happened. Can you please contact them for me hopefully we can get this fixed in the near future!

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