Ag Awards

Betway Casino - Confiscated my winnings and locked my account without any explanation and evidence

Complaint Info
Disputed casino Betway Casino
Reason Declined payment
Amount $ 20000
Inactive user
Posted on March 21, 2018

I signed up with betway just recently and just from depositing $400 CAD in my account, I managed to rack it up to a total of $20,575 CAD after playing some live blackjack. With the intention of keeping $575 to play around, I withdrew $20,000 back to the same account that was used to withdraw, this was done late at night so I didn't worry too much about it. The next day, I found out my account was locked, so I went ahead and contacted their live chat support since their phone line was down at that time. The support told me that my account was locked by "operations" and that "management" would contact me via email in 24-48 hours. I waited almost 72 hours and have never received an email from them, thus I went ahead and contacted them again via live chat. This time they told me that my deposits were refunded, winnings confiscated and account was closed and could not be reversed.

Please help. I have provided evidence and proof to this current situation.

Posted on March 2, 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 March 2, 2020

Hi Felix.

Please see our investigation as well as our findings:


• Your account was registered on the 14/03/2018.
• You then made deposits of 100.00 & 300.00 CAD and later requested a withdrawal of 20 000.00 CAD.
• When customers request withdrawals, we complete internal reviews on accounts. In doing so, we consider any pre-withdrawal restrictions that may apply and will also adhere to the requirements of the Financial Action Task Force on Money Laundering.
• It was picked up during these checks that your account was in direct breach of our Terms and Conditions.
• The decision was then made to terminate the account, as per point 7.2.2 in our terms and conditions: https:­­//­b­e­tw­­ay.c­­o­m­/­po­­lic­­ie­s­/­terms/

Due to the fact that your account was terminated as it was in direct breach of our Terms and Conditions, we have no further action on this complaint.

The Betway team

Posted on March 2, 2020

AskGamblers Complaints Team has been provided with clear explanation and information on behalf Betway Casino management that player violated their Terms&Conditions and more specifically committed potential fraudulent activity.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to reject this complaint and moreover, to ban the player from using our services in the future.

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