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Betway Casino - Non payment of funds after a month

UNRESOLVED
nickid84 United Kingdom Message
Posted on 10 April 2018

On 05/03/18 I tried to withdraw £260, soon after I received a call from their operations department, they asked a series of questions, which I answered & was under the impression that they were satisfied. However, I was then asked to provide ID, I sent this off immediately. A week or so later, I had still not received any funds & so contacted live chat. I was told that ‘it was with operations’ and this is all they could tell me (I was not allowed to speak directly to operations). I contacted them via live chat every couple of days & was told the same thing until eventually I was told that management had decided to confiscate the money & no reason had been given. Obviously I was not happy about this but I still had £273 left in the account, I asked the advisor about this money & was informed that they could see no reason why I would have issues withdrawing this money (I have screenshots of this conversation). I submitted a withdrawal request immediately after the chat (27/03/18), as of 03/04/18, I still had not received any funds & so contacted live chat again. I was told that a payment had been made to my card & should show either that day, or the next. Funds were still not showing in my bank as of 06/04/18 & so I tried live chat again, this time I was told that operations would need to call me. I explained that I’d been through this process before & did not want to go through it again and asked them to return my deposits (£260) & close my account. I was then told that the ‘process’ had to be followed to even return the money that I had deposited & I would not hear anything until Monday. Despite expressing my displeasure with this, the adviser informed me that they would now end the chat. It has now been a full month since I tried to make my first withdrawal & I have still not been able to get a single penny out of an account that I have put £260 in to (plus answered questions, provided ID and proof of address etc), surely they cannot just do this? Any help would be appreciated.

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