Betway Casino - Accounts closing request and fund reversal process not actioned

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.

Hi Mayur,
Please see the findings from our investigation:

2018:

• Your account was opened on the 21/10/2018.
• On the 25/03/2019, we attempted to contacted you due to the fact that there was no gameplay on the account for a substantial amount of time. This call was unfortunately unsuccessful.
• There was a withdrawal requested on the account.
• 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.
• Your withdrawal was placed on hold due to outstanding documents. We attempted four verification calls however all were unsuccessful.
• You uploaded documents as requested however your account was self-excluded due to concerning statements made by you. We take responsible gambling extremely seriously and the safety of our customers is one of our top priorities.
• On the 26/07/2019 your withdrawal was released and were paid out as per our Source to Source policy. This means that the withdrawal was paid back via the means with which you have deposited.
• This resulted in 4000.00 NZD being allocated to your VISA card and 1000.00 NZD being allocated to your preferred method of payment. We do see this as a successful payment on our system.
• While your account was under internal review, it was picked up that your multiple accounts were in direct breach of our Terms and Conditions.
• The decision was then made to terminate all of your accounts, as per point 7.2.2 in our terms and conditions: https:­­//­b­e­tw­­ay.c­­o­m­/­po­­lic­­ie­s­/­terms/

Regards,
The Betway team

Dear all,

Following a careful review and consideration of all the information and details 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.