Complaint #161
Betway Casino
Withdrawal not processed, casino claims that the money was reversed without any evidence
6 years ago
Dear AskGamblers,
Betway casino keeps claiming that my withdrawal in the amount of 27,025 EUR had been reversed and played down; thus the withdrawal as such no longer exists and can not be processed.
It all started after I noticed that a previous day's withdrawal in the aforementioned amount has not been processed. I contacted the live support and sent a few emails; the response was that they would escalate the matter further but from what they saw that the money had been played out.
I was asked to submit screenshot of my play check and other supporting documents, what I did. Documents (also attached here) suggest that in the given time they refer to there was no activity on account. Additionally, I included an activity log from my device and a screenshot of the withdrawal request which was taken after the money was allegedly played out.
What concerns me most is that Betway could not agree on the exact time when the withdrawal was reversed, stating nonsense about time zones in Germany compared to CET (see attachment). Even more suspicious was that they did not get back to me for 3 days but in the meantime, they decided to close my account preventing me from accessing that particular but also other play logs and transaction history. That happened after I received a phone call (attachment) from their Gaming department when they ask me if I need that money. Obviously I said yes and that was a single justification to permanently close my account, despite the fact that I have been a customer for many years with a considerably high transaction history stake.
Finally, they informed me that:
''We have escalated the matter to our technical department and they can confirm that you have reversed the amount. Please find the following game history:
2019-10-03 14:49:35.883 - You win EUR 2,700.00
2019-10-03 14:50:19.540 - Withdrawal EUR -27,025.00
2019-10-03 22:02:11.680 - Reversed EUR 27,025.000
2019-10-03 22:02:48.840 - Started to playing Roulette
2019-10-03 22:17:48.317 - You have played out the complete balance of funds.
Therefore we can confirm that the reversal went back to your account and that you have played out the funds.''
Despite the fact that I was neither logged in during that time nor could possibly perform such actions. From their attitude and activities with respect to this case, I clearly see a tendency to avoid facts and to deprive me of the money I won.
Betway casino keeps claiming that my withdrawal in the amount of 27,025 EUR had been reversed and played down; thus the withdrawal as such no longer exists and can not be processed.
It all started after I noticed that a previous day's withdrawal in the aforementioned amount has not been processed. I contacted the live support and sent a few emails; the response was that they would escalate the matter further but from what they saw that the money had been played out.
I was asked to submit screenshot of my play check and other supporting documents, what I did. Documents (also attached here) suggest that in the given time they refer to there was no activity on account. Additionally, I included an activity log from my device and a screenshot of the withdrawal request which was taken after the money was allegedly played out.
What concerns me most is that Betway could not agree on the exact time when the withdrawal was reversed, stating nonsense about time zones in Germany compared to CET (see attachment). Even more suspicious was that they did not get back to me for 3 days but in the meantime, they decided to close my account preventing me from accessing that particular but also other play logs and transaction history. That happened after I received a phone call (attachment) from their Gaming department when they ask me if I need that money. Obviously I said yes and that was a single justification to permanently close my account, despite the fact that I have been a customer for many years with a considerably high transaction history stake.
Finally, they informed me that:
''We have escalated the matter to our technical department and they can confirm that you have reversed the amount. Please find the following game history:
2019-10-03 14:49:35.883 - You win EUR 2,700.00
2019-10-03 14:50:19.540 - Withdrawal EUR -27,025.00
2019-10-03 22:02:11.680 - Reversed EUR 27,025.000
2019-10-03 22:02:48.840 - Started to playing Roulette
2019-10-03 22:17:48.317 - You have played out the complete balance of funds.
Therefore we can confirm that the reversal went back to your account and that you have played out the funds.''
Despite the fact that I was neither logged in during that time nor could possibly perform such actions. From their attitude and activities with respect to this case, I clearly see a tendency to avoid facts and to deprive me of the money I won.
Betway Casino Complaint Stats
Resolved
139 / 160
Avg. Amount
$5,611
Avg. Complaint Duration
11 days
Avg. Response Time
1 day
Betway Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 105 out of 123 complaints in this category have been resolved.
This operator's average complaint duration is 11 days, while the average duration across all operators is 8 days.
Screenshot
