Beschwerde #532 Betway Casino

Bonus gone

Von Michele M.

vor 2 Jahren

From the 13th of December 2023 to the 19th of December 2023 I deposited £454.50 in order to receive the “casino rewards” bonus of £50,00 + £20,00 free bet.

On the 20th of December at 00:00 my account was blocked by the operator team because they needed to talk to me in regards to my gambling activity. After 3 days my bonus was cancelled. I wrote an email to Betway claiming that it was unfair to cancel my bonus since my account was blocked and I didn’t have the chance to use it (apparently every customer has 3 days to use the bonus).

After a few days, I received an email in which they explained that they would have given me back the bonus after my chat with the operator team. I had my phone call with them on the 15th of January, my account was unlocked but I didn’t receive any bonus. Betway ignored my emails (4).

I waited for support on the live chat for 2 hours (the 16th of January) and 5 hours (the 17th of January) but no one had the decency to reply to me

Basically, they lied and they stole £500,00 because they did not give me back my bonus

Unseriöses Casino Betway Casino

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Diskussion

AskGamblers

• Support Team

vor 2 Jahren

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

HairyBBeast

• Vereinigtes Königreich • 1 Bewertungen

vor 2 Jahren

Complaint resolved

AskGamblers

• Support Team

vor 2 Jahren

Dear @HairyBBeast,

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.

Betway Casino

• Representative

vor 2 Jahren

Hi HAIRYBBEAST,

Thank you for taking the time to leave a review. We have reviewed your account, and we can confirm that the bonus of £50.00, free bet of £20.00 ad free spins for the casino rewards have been credited to your Betway account and are available for you to use.

We trust the above is in order and that your issue has been resolved.

Regards,
The Betway Team.

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.

An agent then was really helpful and requested a timeframe seems it was already overdue.

I was then sent a link to yet again verify. Which did not work.

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

Now Im back to sqaure one of being told to wait which I do then told to wait longer again.

Now today my account has been locked. So I asked this morning why and was told although its not yet being reviewed it can be closed during review...
So which is it I ask?

Though the next agent then told me it was locked due to concerns on chat which is absurd.

The only thing I can possibly feel that is being excused as a reason for concern is that I agreed with agents who said it is frustrating and said it is causing me stress, which it would any normal person being messed around with inconsistent information.

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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1. Failure to Process Payments
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3. Automated Email Responses (Bot Interference)
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PD: I used ia because dont speak inglish thenkiu for you help

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"We trust you are well.

We write to advise that a review of the account has now been completed by the Operations Department.

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Refund: 300 EUR

Note: the refund amount has been calculated on total deposits minus total withdrawals – therefore placing you in the same financial position immediately before the account registration.

Please note this account will remain closed."

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