Complaint #580 Betway Casino

Holding my withdrawal and never review documents

By Kmdui

2 years ago

From 18 august, I have sent many emails attached the requested documents to all possible emails related to Betway as in proof here and in same time I never received any reply from Betway , I thought that my account was fully verified as I spoke with live agent and she said that my account was already activated and the page of withdrawal became open and I can request a withdrawal.

So I have made many deposits with no issue , the issue started when I requested to withdraw 1000$ as the process was commenced and I didn't receive any email explaining the reason for that so I wish from AskGamblers to help me to get my withdrawal as it is not acceptable to take about month to review the documents and every time they told me that your documents under review

Disputed Casino Betway Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

2 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.

4.1 Individual Account

Customers may only register and use a single account. If customers have multiple accounts, we reserve the right to block the additional accounts until all (associated) account data and balances have been consolidated. Once this is complete, all additional accounts will be closed, leaving a single account. Betway also reserves the right, at its sole discretion, to refund stakes and withhold any winnings won on bets entered using duplicate or multiple accounts if we determine that such betting accounts were opened by the relevant customer or were used. Betway also reserves the right to take further measures against customers if money laundering or terrorist financing is suspected.

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

2 years ago

Hello KMDUI,

As much as we understand that you wish to receive feedback via AskGamblers, you will need to wait for the formal complaints process to be completed internally first.
Once the conclusion has been reached by the Customer Care team, we'll be able to provide you with further information.

Kind regards,
The Betway Team.

Kmdui

2 years ago

No I preferred to discuss that here that what manager betway team sent for me in some sentences they said "we just stole yours deposits not only your winnings because you self excluded before on betway " they forget I already removed that exclusion as in pdf attached here even there are some information may let others to make noise for my information
Dear Mr Abdulmalak,

Thank you for contacting Betway Customer Care.

Complaint Summary

We received a complaint whereby you state your dissatisfaction regarding your $1,000.00 withdrawal which you have not yet received after providing Betway with your Proof of Ownership documentation.

Response

We would like to thank you for raising your concerns.

We have completed an in-depth investigation into your gaming account, and we can confirm that your withdrawal has been confiscated as it was found that you registered your gaming account using differing details to deliberately circumvent a previous Self-Exclusion.

Kindly be advised that as a responsible operator, Betway has numerous measures in place to prevent a Self-Excluded customer from depositing funds into a newly registered Betway gaming account.

Furthermore, any online operator is limited to a degree in regard to preventing a Self-Excluded customer from depositing, as the method of prevention relies on the customer’s details that they have registered. Should a customer register accounts with different details, this may not be detected, and a newly registered customer will be able to circumvent a previous Self-Exclusion applied to a registered Betway gaming account. The primary responsibility does fall on the customer to make sure they provide the correct information when registering accounts, as well as not to register new accounts while Self-Excluded.

We urge you to refrain from registering any future accounts and avoid using differing details to circumvent the Self-Exclusions in place.

We refer you to our Responsible Gambling Policy for further information about how to stay in control of your gambling and for contact details of recognised problem gambling organisations, who may be able to assist you further:

Gamblers Anonymous
Website: http://www.gamblersanonymous.org

Gambling Therapy
Website: www.gamblingtherapy.org

Based on the explanation above, we regret to inform you that your withdrawal has been confiscated and your deposits will not be returned.

We trust the above clarifies the concerns raised.

Should you disagree with the above determination please refer to the complaint procedure document sent to you previously.

Kind regards,

Sascha
The Betway Customer Care Team

Finally, I wish from @askgamblers team to help me in this with helping me to let proofs take my own money back to me with also my winning

Betway Casino

• Representative

2 years ago

Hello KMDUI,

Thanks for raising your concerns with us.

Your latest response towards the formal complaint email has been received and shall be reviewed by the Customer Care team for feedback.

Kind regards,
The Betway Team.

Betway Casino Complaint Stats

Resolved 139 / 157

Avg. Amount $5,702

Avg. Complaint Duration 11 days

Avg. Response Time 1 day

COMPLAINT REFERRED BY AGCCS PARTNER Freakspin (107)

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

€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

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

Hi,

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?!

Resolved

£60,000

Withdrawal not paid but says paid on their website

Hi,

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.

Unresolved

$130

2800 euro withdrawal not received since June 4th

On the 4th of June, I order a withdrawal of 2800 euro.

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

They asked me for KYC. I send them all the requested documents.

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!

Resolved

€2,800