Ag Awards

Betway Casino - Jackpot withdrawal issues

Complaint Info
Disputed casino Betway Casino
Reason Delayed payment
Amount $ 280000
Posted on February 20, 2017

I am having serious issues with Betway regarding a recent jackpot win. I requested a withdrawal on the 3rd of February. I was told the withdrawal was processed on the 6th of february and accepted on the 8th. They then said it would take 1-3 working days to appear in my bank account. It is now the 17th and still no sign. I have called maybe 25 times through various ways including live chat, email, phonecall and keep getting told "congratulations but you must wait another night and call back tomorrow". Now I'm getting very vague answers from the VIP Account manager stating they are "waiting on the processor to confirm a tracking number" to give to me so I can track where the payment is. None of it makes any sense and nobody seems to know what state the payment is at or where it is. judging by the complaints here it is clear Betway have a terrible reputation with paying out withdrawals.

Posted on February 20, 2017

Dear @Jem10,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on February 24, 2017

Dear Betway Casino,

Please let us know if there's some update regarding this case.

Posted on February 21, 2020

Dear all,

Kindly notice this complaint is being reopened following the declared willingness on behalf of Betway Casino management to do everything within their powers in resolving their outstanding AGCCS cases. AskGamblers Complaints Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on February 24, 2020

Hi Eamonn,

Please see the findings from our investigation:

• You requested a withdrawal to the amount of $280 000.00
• The withdrawal was sent for processing to your SWIFT account on the 03/02.
• Our Operations Department confirmed that the withdrawal was processed successfully.
• A request to release the withdrawal was sent in on the 06/02.
• You were informed that verification documents have been received and that they are on file.
• You stated that you see on your end that funds were released on the 03/02.
• An email was sent to you informing you that the funds have been processed on the 03/02 and paid on the 08/02, which would take 1-3 working days to reflect. This was incorrectly sent by an operator. We apologize for the inconvenience caused by this email.
• An additional email was sent to inform you that you were incorrectly advised on the status of the funds.
• You then sent us proof of your recent withdrawals to show us that the amount of $280 000.00 had not reached the account yet.
• Contact via call was made to explain the status of the funds. It was advised that the funds would take around 2-6 days to reflect.
• We informed you on the 16/02 that the funds would take a further 2-6 days, our Terms and Conditions state that a large withdrawal may be broken up or take longer than expected. This was the case in this withdrawal, it was broken up in to two transactions and we requested additional details for a high value withdrawal.
• You were asked to filling details for High Value withdrawal on the 17/02. Details were provided.
• You were then informed that the funds have been paid and that the relevant processor has requested a swift confirmation.
• You were provided with a receipt for the withdrawal, to provide to their bank.

We can confirm that there is no further action required regarding your complaint.

The Betway team

Posted on February 24, 2020

Dear @Jem10,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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