Complaint #503 Betway Casino

Request to close the account and return deposits

By Joe77

3 years ago

Dear all,

After my 2 deposits, 1st: 2000 € and 2nd: 5300 €, I got my account locked.

That happened on 15. April 2018

Than I contacted Betway Customer Support via Live Chat.

By Live Chat agent: Dean, both my deposits were confirmed, but my account remained locked.

I did not know how to handle this situation.

Until now, because I learned about your amazing help to your members the AskGamblers Complaint Team, and I have a strong believe you could help me to resolve my case.

I sent an email - a request to close my account and return-transfer my two deposits to my Skrill account, on tuesday February 14, 2023 on [email protected], but I have not received any reply until now. By that email I also provide you with an updated number and appropriate time to contact me, and I attached scan of ID, Internet - TV bill, forwarded an email from Skrill to prove my account ownership and verification status.

So please Betway Team, let know the Responsible Gambling Team, you have got everything you need from me, for verification so I´m asking you to return-transfer my 2 deposits back into my Skrill account and close my account.

Thank you

Regards

Disputed Casino Betway Casino

Reason Account closure

Amount €6300

Discussion

AskGamblers

• Support Team

2 years ago

Dear @Joe77,

Following a careful review of valid information and proof presented by Betway Casino management, the AskGamblers Complaint Team confirms that the issue, subject to this dispute, actually is not related to the unpaid deposits as stated in the opening post. Based on all the info and explanation presented by the casino management AskGamblers Casino Complaint Team has no other option but to reject the case.

Betway Casino

• Representative

2 years ago

Hi there JOE77,

The 2 amounts of 2000 € and 5300 € were not deposits, they were withdrawals that were set to be paid out but as we voided the deposits and returned those the amounts of 2000 € and 5300 € were not paid out as you could not receive winnings from the bets if the deposits to place those bets were returned.

The reason the deposits were voided was due to the method used to make the deposits were within a third-party name, which we do not allow.

The official closure of the Slovakia market was on the 23-10-2018 but the customer was advised on the 27-06-2018 about the closure of the market which had begun then. Regardless of the closure, the deposits were voided due to name mismatch, and they were returned, so no winnings are set to be paid out.

Kind regards,
The Betway team

Betway Casino

• Representative

2 years ago

Hi there JOE77,

The business decision to cease operating in your jurisdiction due regulations implemented by your country, was taken in 2018.
You were notified of this in both chat and on phone conversations in June of 2018.

There was an ongoing review of your account from the date of registration, and it was determined that you contravened Betway’s Terms and Conditions, specifically section 7: Acceptable Use, accepted upon registration on 18/02/2018. As a result, all balances on your account have subsequently been retained. Though we can understand your desire for more information surrounding the action taken on your account, kindly note, any analysis performed is a private business owned commodity and therefore additional information for the decision taken, will not be provided to you. With the above being said, I can assure you that the actions taken are in accordance with the Terms and Conditions.

Please note that the automated email you received is as a result of you trying to recover your log in details for an account that stems from a restricted jurisdiction. We can advise the account is closed as well as locked due to Betway no longer operating in your country. This email was triggered through the use of our FAQ articles.

We received your first email on the 14/02/2023, prior to this your last communication with us took place on the 27/06/2018.

There is no further investigation that be conducted in this regard.

Kind regards,
The Betway team

AskGamblers

• Support Team

2 years ago

Dear all,

This complaint has been reopened as per Betway Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Betway Casino Complaint Stats

Resolved 139 / 157

Avg. Amount $5,702

Avg. Complaint Duration 11 days

Avg. Response Time 1 day

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The amount is £20,668.52

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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.

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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.

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PD: I used ia because dont speak inglish thenkiu for you help

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