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Betway Casino - Account suspended after huge winnings

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Unseriöses Casino Betway Spielothek
Grund Verifizierungsprobleme
Betrag $ 34850
joe_won Kanada
Veröffentlicht am 29. Oktober 2019

I made a deposit of $3,000 into my Betway Casino account and soon after I won some roulette spins to the tune of $38,000, my account was placed under provisional suspension and I was advised to submit prove of address and source of funding my account which I submitted the following documents:

*Statement for Card ending XXXX4584 ( From March 2019 - August)
*Statement for Card ending XXXX6399 for September
*Statement for Card ending XXXX9363 ( June & July )
*Statement for Card ending XXXX6219 (for August & September)
*Savings Account Statement (From July - Present )
*Statement of Remuneration(Tax Document) /T4
*3 Pay stubs
*Scotiabank Statement (Currently set up for my Payroll)
*Internet Bill

I have been in touch with Betway's customer service team via email and call but it seems the customer service team are not able to resolve this because they claim there is a different department that handles the reviews being done on my account so I just have to wait for them to get back to me.

It's been already 2 weeks since I submitted these to my BETWAY account manager(Nicole) and yet still my account isn't accessible.This clearly shows the reluctancy on BETWAY's end in paying me my winnings.

I see that a lot of such issues have been successfully resolved on this platform so I have much confidence that your team can help me.
Thank you!

Veröffentlicht am 30. Oktober 2019

Hi,
Thanks for the review.
We understand that you had an unpleasant experience and we would like to help.
We'll be making contact with you shortly
Regards,
The Betway team

joe_won Kanada
Veröffentlicht am 30. Oktober 2019

It's not really about making contact with me but it's about resolving this.
I need to get access to my account to continue playing the casino games.
You have also locked up my $38,000 winnings. A big company like Betway shouldn't be too quick to lock someone's account because after huge winnings.

There are no outstanding documents so I expect my account to be opened so I can get access to my winnings.

Thank You!

Veröffentlicht am 31. Oktober 2019

Hi,
Thanks for the feedback
Please continue communicating with the Service Teams
Regards,
The Betway team

joe_won Kanada
Veröffentlicht am 1. November 2019

I no longer receive email response from your service team anymore regarding my locked account with $38,000 winnings yet when I escalated the matter you informed eCOGRA that I haven't finished with the internal complaint Procedure. Again you are here asking me to continue communicating with the service teams.

How can any internal procedure be completed when your team do not reply my emails. You obviously flagged my email address because I reported this issue to the regulating body but that won't stop me from recovering my winnings either by negotiation or by lawsuit trust me. I won't give up my winnings just like that.

Now, I am being left with no other option than to reopen this case with eCOGRA and forward all the non-responded emails I have written so far regarding this matter.

Thank you

AskGamblers
Veröffentlicht am 1. November 2019

Unfortunately, considering that both parties involved in this dispute did not reach to a mutual agreement and that player already confirmed that s/he have submitted formal complaint in front of the relevant ADR eCogra. AskGamblers Complaints Team has no other option but to close this complaint as Unresolved.

As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

AskGamblers
Veröffentlicht am 14. Mai 2020

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Betway Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Veröffentlicht am 14. Mai 2020

Hi joe_won,

We always aim to deliver a great experience so thanks for taking the time to bring this to our attention.

Your feedback is valuable to us.

We were glad we were able to resolve this matter for you.

Regards,

The Betway team

Veröffentlicht am 14. Mai 2020

Hi joe_won,

In relation to our above message, please see below for our findings from the investigation.

10th October 2019:
- Account was closed, due to your duplicate account being closed for documentation request and account review. Your account balance at the time was $34 850.
- The original source of funds document request was made on the 13/06/2019 on the duplicate account.
11th of October 2019:
- You made contact via social media for account joe_won, advising you had sent in your KYC documentation and are awaiting feedback. An email was sent to you to refer back to the source of funds email on your duplicate account.
12th of October 2019:
- You sent an email requesting further assistance from your key account manager with regards to the accounts being closed.
14th October 2019:
- The key account manager responded to your email requesting the source of funds documentation.
15th of October 2019
- You sent in further documentation for review.
- We advised the Key account Manager was not available. This was escalated for further review.
18th – 28th of October 2019:
- You requested feedback, key account manager advised the review is ongoing and we will contact you once we receive feedback. The key account manager advised on a time frame of 1-4 weeks.
- Received email from Ecogra advising you were to follow our internal complaints process.
01st of November 2019:
- We are happy to advise the account review had been completed and successful. Before the account could be reopened our responsible gaming team wanted to be in contact with you.
02nd of November 2019:
- Our responsible gaming team made contact and the decision was made to reopen the account.

Once again we are very happy your query has since been resolved.

Regards,

The Betway Team

AskGamblers
Veröffentlicht am 14. Mai 2020

Dear @joe_won,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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