Beschwerde #492 Betway Casino

Casino not answering to my email and still waiting for verification

Von marekjona

vor 2 Jahren

I have opened account in Betway in May and played there over month. I lost a little but later I have won. My balance was over 500 euro and in the June they blocked access to the Account. They wanted additional verification so of course I sent all documents.

Later they wrote me that documents are checking and I have to wait. I write to them but they didn't answer co I found this site in Web and I hope my Complaint will be helpful.

Unseriöses Casino Betway Casino

Grund Verzögerte Auszahlung

Betrag €500

Diskussion

AskGamblers

• Support Team

vor 2 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 2 Jahren

Hello MAREKJONA,

Thank you for reaching out.

We have taken a look into the account; we do see that the Operations team completed a review, the account was closed in accordance with term 7.1 and 7.2 of our Terms and Conditions:

7.2 Account Suspension and Termination
7.2.2 Termination
Should Our investigation result in knowledge that You have violated these Terms, or engaged in any activity described in 7.1, We reserve the right to restrict or close Your account. In these instances, We will withhold the balance on Your account, up to the amount of any loss or fees incurred by Betway. Cases of Underage Gambling will be dealt with as described in section 3.1.

If you have engaged in illegal activity. Betway is under no obligation to refund to You any money that may be In Your account. In addition, Betway shall inform the relevant authorities, relevant regulatory body, sports governing bodies, other online service providers, banks, credit card companies, electronic payment provider or other financial institution of Your identity and of any suspected unlawful, fraudulent or improper activity. You will not be allowed to open any future accounts with Us.

Specific term in 7.1 that customer has violated:
7.1.3 if You provide incorrect or misleading information regarding Your identity, ager or location, or refuse to provide information requested by Betway

As of now, the decision cannot be overturned, and the account shall remain closed.

Regards,
The Betway Team

AskGamblers

• Support Team

vor 2 Jahren

Dear @marekjona,

Rest assured that the AskGamblers Complaint Team is in contact with the Betway Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

AskGamblers

• Support Team

vor 2 Jahren

Dear Betway Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Can you please clarify what happened with the player account's balance as well?

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thank you in advance.

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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