Beschwerde #580 Betway Casino

Betway not paying out

Von Joannef93

vor 1 Jahr

Hello,

I am hoping I can get some help here as I'm at my wits end with this casino. I signed up and played, won £600 and cashed out. The withdrawals tab showed (and still shows) that the withdrawal has been sent successfully and that the money would be in my account within 1-3 days. That was on the 15th May.

I went to contact the casino, who have no phone number, a live chat function that doesn't work, so I emailed them.

My email address that I used to sign up with has gone to microsoft recovery as I didn't realise I forgot the password. So I emailed them from my daughter's account explaining and asking if somebody could please get in touch as I have not received my withdrawal. I sent photos of my passport and utility bill in case this was the issue, however my betway account says verified.

I got what looks like an automated email back asking for the documents I had just sent. I replied and since there has been radio silence for two weeks. I am extremely frustrated as there is literally no other way I can find to contact this casino. I have been through every live chat option several times and there has been no way to actually speak to a person.

Please can you help?

Unseriöses Casino Betway Casino

Grund Verzögerte Auszahlung

Betrag £600

Diskussion

AskGamblers

• Support Team

vor 1 Jahr

Dear @Joannef93,

The AskGamblers Complaint Team is kindly asking you to provide explanation your latest post related in a timely manner and / or 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.

Joannef93

vor 1 Jahr

Thank you. I am happy to close this issue now as I do not feel I will get any results here. The issue is not resolved, but I will escalate accordingly.

Betway Casino

• Representative

vor 1 Jahr

Hi JOANNEF93,

Use the below steps to contact our Live Chat Support:

1) Navigate to the bottom of the Betway Home Page.
2) Click on the "Help" link on the bottom left.
3) You will be prompted to select a category for the type of query, "Log In Problems"
4) Please select the FAQ page "I forgot my login details and now my account is locked"
5) You should then be able to see a hyperlink for "Live Chat." Please click on that hyperlink.
6) You will be prompted to enter your account details. Please enter these and select "Submit"
7) You will then be routed to Live Chat.

Kind regards,
The Betway team.

Joannef93

vor 1 Jahr

Also,
help.betway.com says it's not a real website when I enter it. I will attach screenshot if needed.

Betway Casino Beschwerde-Statistik

Gelöst 138 / 156

Durchschn. Betrag $6,177

Durchschn. Dauer 11 Tage

Durchschn. Antwortzeit 2 Tage

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Betway - Account geschlossen

Sehr geehrte Damen und Herren,

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

Also ich ca. 600 Euro gewonnen hätte, wollte ich auf Muchbetter und Neteller auszahlen.

Ich habe alle geforderten Unterlagen von Betway eingereicht. Nach mehrmalige Nachfragen wurde mir nun mitgeteilt, dass das Konto gesperrt wurde und der Betrag eingehalten wird. Ich habe nachgefragt ob ich weitere Unterlagen für die Verifizierung einreichen kann, aber keine Reaktion mehr von Betway.

Könnten Sie mir bitte helfen?

Grüße
Frank

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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.

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I waited days for another link which worked and I did It right away.

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So which is it I ask?

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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.

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PD: I used ia because dont speak inglish thenkiu for you help

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