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Betway Casino - Won some money now account is under investigation

RESOLVED
Complaint Info
Disputed casino Betway Casino
Reason Account closure
Amount £ 900
benc81 United Kingdom Message
Posted on October 15, 2014

I started an account on betway on 9/10/14 I deposited some funds and did not receive any bonus, i also sent in my driving license which u have to do within 72 of opening an account. I won around £900 and went to bed, the following I went to sign in and it kept saying it not recognise my details so I phoned up only to be told my account is under investigation but no reason was given just that it is under investigation and I will have to wait to see what happens , although I bet if I did not win anything none of would of happened, casinos like this give the rest of them bad names, I'm not sure what's going to happen as the guy on the phone sounded like he was working his notice I will give an update when I here something

AskGamblers
Posted on October 15, 2014

Dear @benc81,
Any update considering your complaint? Thank you.

AskGamblers
Posted on February 12, 2020

This complaint has been reopened due to the declared willingness on behalf of Betway Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on February 12, 2020

Hi Ben,
Please see the findings from our investigation:

2014 – 2016:
- The account in question was opened in 2015.
- Verification Document was submitted and escalated to relevant department.
- We had picked up a linked account that was created in 2014 that was previously Self-Excluded, this exclusion was actioned on the 2014/11/03. Thus, account in question as well as all other linked accounts were closed as per regulatory requirements.

2016 – 2018:
- We received a requested to reopen the account.
- Betway required verification documents as well as complying with reopening of the account process.

2018 – 2019:
- Account verification documents are still outstanding and the account reopening process will need to be followed.

Please let us know if you would like to be contacted in order to follow-through with the reopening process.

Regards,
The Betway team

AskGamblers
Posted on February 13, 2020

Dear @benc81,

Please let us know if there's an update regarding your ongoing complaint. 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.

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