Complaint #137 Betway Casino

Missing withdrawals dating back to 29th April

By bradjparker

7 years ago

Message on forum

I'm currently having issues/experience a lengthy delay receiving 4 x withdrawal amounts totalling approximately £3700.

Last week I received an email stating that as part of a responsible gambling review, Betway had taken the decision to close my account. I found this completely unnecessary as non of my gambling habits or gambling frequency had changed. I'd even set deposit limits on my account a couple of weeks prior to this.

As I was still awaiting for the 4 withdrawals mentioned above to appear in my online banking, I contacted them via their live chat and requested assurance that I would still receive the 4 amounts as expected, to which they stated they had already been processed and paid and should appear within 1 - 2 days. The withdrawals were apparently paid between 29th April 2019 and 1st May 2019. It is now over 1 week later and still no money has been received from Betway. I have contacted my bank who have confirmed that there are no pending payments to go into the account either.

I have sent Betway screenshots of my online banking and also an excel export of all recent account activity. My statement from the bank won't be available until the end of the month however I would want this resolved sooner than that.

I've successfully received payments from Betway previously (usually within a few days), however I find it suspicious that these amounts haven't arrived in my account, and my Betway account has since been closed.

Disputed Casino Betway Casino

Reason Delayed payment

Amount £3700

Discussion

AskGamblers

• Support Team

6 years ago

Dear @bradjparker,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Betway Casino

• Representative

6 years ago

Hi Brad,
Please see the findings from our investigation:

2019:
* You requested the following withdrawals totalling £3,705.07:
* £1153 requested 30/4/19
* £776 requested 30/4/19
* £1076.07 requested 29/4/19
* £700 requested 29/4/19
* Our aim is to process and pay your withdrawal as quickly as possible. In doing so, we will take into account any pre-withdrawal restrictions that may apply and will also adhere to the requirements of the Financial Action Task Force on Money Laundering.
* Your withdrawal will only be sent to our processing department after the pending withdrawal period has elapsed. The pending withdrawal period, of up to 72 hours, may vary at weekends.
* On the 5th May you first contacted us via chat querying the withdrawal. When customers state they have not received their withdrawals we request an official bank statement. We apologize if this was not communicated to you clearly during this instance of communication.
* You then sent an email with screenshots of your online transactions.
* On the 9th May we responded to email confirming that withdrawal have been paid:
* £1153 paid 1/5/19 back to customers Mastercard
* £776 paid 30/4/19 back to Mastercard
* £1076.07 paid 30/4/19 back to Mastercard
* £700 paid 29/4/19 back to Mastercard
* We advised you that the withdrawal successfully left Betway and that it was on its way to you. Please note that once the funds have left Betway it is received by a processor, this processor is used by various methods such as card payments as well as bank transfers. Should these steps fail, Betway would be notified 5-7 working days after the withdrawal has been released from our side.
* You then emailed asking for an ARN number as requested by your bank to locate the funds.
* We launched an investigation in order to confirm whether your withdrawal was sitting with the processor or MasterCard.
* You sent in a formal complaint where you were unhappy about the progress of your withdrawal.
* Our Complaints Team explained that there was an issue with the processor causing delay in funds being allocated to your account. However, they confirmed that your funds, totalling £3,705.07, was released to your MasterCard account on the 9th May 2019 and also provided an ARN number.
* You responded wanting compensation for stress and inconvenience.
* On the 17th May 2019 our Complaints Team denied compensation as per T&C 11.1. Your complaint has since been resolved.
* Our investigation concluded with confirmation that your withdrawal has been successfully paid to your MasterCard.

We do apologise for the inconvenience this caused, our aim is to process and pay withdrawals as quickly as possible.

Regards,
The Betway team

AskGamblers

• Support Team

6 years ago

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.

bradjparker

7 years ago

I spoke to my bank on Tuesday this week, and they said that if they can get the ARN (Acquirer Reference Number) from Betway, then they will be able to trace the payments. Since Tuesday, I have requested this information from Betway 5 times via email, and spoken to 2 different advisers via live chat, and Betway are not providing this information to me. They have stated that I need to provide an official bank statement, which won't be available to me until the end of the month, and I'm not willing to wait this long. I have already provided screen shots of my online banking and an excel export of all recent banking activity.

I feel that Betway are deliberately stalling my payments, with little or no intention of actually paying out.

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

€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