Beschwerde #173 Betway Casino

Account Disabled and Verification Delayed

Von Madhu S.

vor 5 Jahren

Dear Team AskGamblers,

After a month try I am here with the frustration and also with the hope of getting resolution to my issue.

I have an account in Betway with the user name "Madhukondlur". Initially while creating account I have mistakenly entered my name as well as my father name in the Name section as "Madhu S D Sringeripal Nagappagowda Darmaiah" where in my actual name is just "Madhu S D" and remaining is my father name. As there was three name sections such as First Name and Sur Name and as I was new to online gamble, I got confused while filling my details.

Later during verification process Betway team asked me to provide identity with the name "Madhu S D Sringeripal Nagappagowda Darmaiah". Then I realized the mistake that I have done and I asked them to change my name to just "Madhu S D". And I also provided all the necessary documents( Adhar Card and Bank Statement) with my actual name "Madhu S D".

As per betway terms and conditions it is possible to change the incorrect personal data to correct it(Relevant screenshot has been enclosed for the same).

Now It's been nearly two months from the day my account disabled and I am restricted to access my account in the name of verification.

Every time when I asked the customer reps they are responding with different answers and there is no proper coordination between them at all. One guys says it can be resolved soon and next day other guy says it is with operations team and and some other guy is saying "S D" cannot be considered as it is initials. But in India last name will be initials for most of the citizens and my many friends who suggested me betway are having their verified betway account with last name initials itself.

I have deposited 2000INR on 20th of Dec. My fund has stuck in my betway account and as said I am restricted to use my account now. Please help me to get the genuine resolution.

Betway account details:

User Id: Madhukondlur

Regards,

Madhu S D

Unseriöses Casino Betway Casino

Grund Kontolöschung

Betrag ₹2000

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Betway Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Betway Casino

• Representative

vor 5 Jahren

Dear Madhukondlur,

After a review on your account, we can confirm that your documents were rejected.
We have regulations that we have to adhere to at all times, unfortunately, we cannot accept a surname that is one or two letters.
We do provide customers the right to amend incorrect personal data however, the change you’re wishing to make does not align with our regulatory requirements.

With regards to your deposit that you created on the account, we have escalated this to our Operations Department for a refund review.
Unfortunately, your account will remain locked.

Kind regards,
The Betway Team

Madhukondlur

• Indien

vor 5 Jahren

Dear Team AG,

Thank you for accepting the complaint. Total of 2000INR of deposited money has stuck in betway wallet( Enclosed the transaction receipt).

Even there is a right to amend the incorrect personal data as per the terms of Betway (Screenshot of which has enclosed during complaint registration),they are denying to process the verification of my betway account and asking me to provide the document for incorrectly mentioned name.

Kindly ask them to accept the actual name " < full name removed >" as mentioned in the National Identity Card(i.e Adhar And PAN card) and amend as per the documents provided and to complete the verification process.

Thanks,

< full name removed >

AskGamblers

• Support Team

vor 5 Jahren

Dear @Madhukondlur,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

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Durchschn. Dauer 11 Tage

Durchschn. Antwortzeit 2 Tage

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Sehr geehrte Damen und Herren,

ich habe mich bei betway.com registriert und mit Paysafecard, Neteller und Muchbetter eingezahlt.

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