Complaint #90 Betway Casino

Non payment of funds after a month

By nickid84

8 years ago

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.

Disputed Casino Betway Casino

Reason Declined payment

Amount £533.14

Discussion

AskGamblers

• Support Team

6 years ago

Dear @nickid84,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Betway Casino

• Representative

6 years ago

Hi Nicola,

Please see our investigations and findings below:

2018:

• Your account was registered on the 03/03/2018.
• You then requested withdrawals totalling 533.14 GBP.
• 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.
• As our Terms and Conditions state:
"Please note: in the case of a withdrawal being made for the first time, a large withdrawal or changes being made to payment options, we may take additional security measures to ensure that you are the rightful recipient of the funds. In these instances, copies of identification documents may be required before payment can be made. These measures are in place to protect your money and your privacy and may result in a slight delay. We apologize for any inconvenience this may cause."
• We attempted a Verification Call on the 07/03/2018, unfortunately this was unsuccessful.
• Our Terms and Conditions state:
"Betway must successfully verify Your identity as described in Section 3. If You have not been fully verified, You may not be able to deposit or withdraw".
• We received your documents on the 09/03/2018 and they were reviewed and accepted.
• At this point in time our internal review was still ongoing.
• During the review it was picked up that you were in breach of our Terms and Conditions and the decision was made to confiscate your withdrawal.
• You then initiated our internal complaints procedure. During this process, a further review and decision was made on your account whereby your withdrawal was reinstated.
• Your withdrawal was released on the 24/04/2018 to you.
• The internal complaint process was completed and resolved.

Due to the fact that you received your withdrawal, there's no further action required.

Regards,
The Betway team

AskGamblers

• Support Team

6 years ago

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.

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.

Betway Casino Complaints

See all complaints for this casino

Delayed payment no customer service answer

I've been waiting for my withdrawal for almost 1 weeks now.

The withdrawal was made on the 11 september 2026 a $2250 in total. The withdrawal was made via Wire/Swift Bank Transfer. The current status is "paid". Please see attached photo. Withdrawal guidelines shows that it could take 1-3 days for the money to come through. It has been over a week.

It's so difficult to get hold of someone from Betway as their helpdesk is AI powered. I just want to speak to a real person/agent. I have also asked about the swift/bic code to talk to my bank still betway didnt answer its very frustrating and poor customer service.

My account has been verified and I have never had any issues prior.

I tried sending in an email to [email protected] to receive an automated message saying that the inbox is no longer monitored...It's so frustrating!

Please advise.

Regards,

Salmaan

Unresolved

$2,250

Active bets

I deposited €100 into my Betway Casino account and placed three sports bets using the deposited funds. All three bets have already reached their final results and are winning bets. However, they are still marked as "Pending" in my account and have not been settled.
I have been waiting for Betway to process these bets, but there has been no progress. I have also tried to contact Betway regarding this issue. Unfortunately, Betway does not provide a live customer support service, and they have not responded to my emails, leaving me without any information about the delay.
As a result, my funds remain locked, and I am unable to withdraw my winnings.
Requested Resolution
I request that Betway settles all three bets according to their official results, as they are winning bets, and credits the winnings to my account. Once the bets have been settled, I also request that I be allowed to withdraw my funds without any further unnecessary delays.

Unresolved

€360

withdrawal failed and I cannot access my funds

Hello,

I would like to submit a complaint regarding an unresolved withdrawal issue with Betway.

My Betway account is verified, and I requested a withdrawal of CLP 47,800.

Betway later informed me by email that they were unable to process the withdrawal to my Visa card due to card restrictions, even though the card had previously been used successfully on the account.

Following their instructions, I attempted to update my withdrawal method and use an alternative option such as Bank Transfer / SWIFT.

Additionally, days earlier I also attempted to add a new payment method to my account. Betway instructed me to make a deposit using the new account/card in order to verify and enable it for withdrawals. I followed those instructions and completed the requested deposit, but the new payment method still could not be properly added or used for withdrawals.

Despite several attempts to resolve the issue, I have not been able to receive effective assistance from support. The live chat system mostly redirects me to automated responses, and my emails have not been properly resolved.

At the moment, my withdrawal has failed and my funds remain inaccessible while I continue trying to find a working withdrawal solution.

I am not accusing the operator of refusing payment. I am simply requesting assistance in resolving the withdrawal issue and accessing my funds through an alternative payment method.

I am attaching:

* the email from Betway regarding the failed withdrawal,
* screenshots of the withdrawal status,
* screenshots related to the payment method issue,
* and screenshots showing my attempts to contact support.

Thank you for your time and assistance.

Unresolved

$47,800

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