Beschwerde #59 Betway Casino

Delayed payment after lots of different verification request

Von deesalih64

vor 6 Jahren

Hi Ask gamblers.. I went onto money saving expert site and someone on that forum site recommended I contacted you...

Betway Casino are withholding a life changing win that I had last week. They have fully verified my account when joining so I was happy to start playing on their web site. After I won they then asked for my ID and proof of address so I sent this to them and both were accepted. I was then asked to carry out a verification phone call which I did after them constantly calling me while I was at work. I managed to speak to them in the evening all they told me I would hear back from them on Monday 12th August. To my surprise I was again called a number of occasions on Sunday night but this time Betway decided to withhold their number which was very strange. After a number of calls from this withheld number I decided to answer, It was Betway again asking to carry out another phone call verification? I again completed this.

They said they now needed me to send them proof of bank card ownership? They insisted that I sent them all my bank statements showing my deposits into Betway. I have sent them all of these now and I have sent them screenshots of each deposit along with the bank statements.

They never like to respond to my emails and they are completely ignoring me since 13th August 2019.

I have to admit when I joined up to them they had a bit on their site talking about new account verification rules that they now have so they need to verify my age before I deposit with them. I thought these new rules were to prevent companies asking for extra information only because the customer has actually dared to win money?

I would like to now be paid my winning s in full so I can get on my with my life after being put through this stress for no fault of my own.

List of what I have had to do

1. I was told on the site my account was fully verified upon joining
2. After winning I was asked to send in my ID and proof of address. I sent them my full UK driving licence and my recent Barclays bank statement
3. I was asked to carry out my first phone verification after being bombarded with calls all day.
4. I was again bombarded with calls but this time from a private number which i find very strange. I had to carry out my 2nd Phone verification with Betway.
5. I have sent them all my recent bank statements to show them proof of the deposit I made to Betway. They even asked for previous bank statements going back months that have no relation to Betway.
6. I have sent screen pictures of each of the three payments I have made to betway.

I thought Betway were a large trustworthy name but it looks like I they are very untrustworthy.

Unseriöses Casino Betway Casino

Grund Verzögerte Auszahlung

Betrag £197424

Diskussion

AskGamblers

• Support Team

vor 6 Jahren

Dear all,

Following a careful review of valid information and proof presented by Betway Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

Betway Casino

• Representative

vor 6 Jahren

Dear Deena,
Thank you for your feedback.
As this particular issue has exhausted our Internal Complaints Procedure, we as Betway Customer Support are unable to enter into further communications/discussions about this particular dispute.
Please see our official response to your dispute for detailed information.
We further note that you have raised your complaint with ECOGRA and Betway have liaised with ECOGRA regarding this case.
Regards,
The Betway team

AskGamblers

• Support Team

vor 6 Jahren

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.

Inaktiver Benutzer

vor 6 Jahren

Betway have responded and said I won’t now hear anything until 16th September?

Why don’t betway answer on this forum?

Are you sure they know about ask gamblers?

Deena

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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Betway purposely delaying withdrawal

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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I am writing to formally lodge a complaint against Betway regarding a persistent failure to process my withdrawal request and the total absence of legitimate customer support. As a registered user, I have followed all established protocols for fund withdrawal, yet the platform has failed to uphold its contractual obligations and regulatory standards.

1. Failure to Process Payments
I have a significant balance in my account that I have attempted to withdraw. Despite my account being fully verified and having met all necessary wagering requirements, the payment remains "pending" or has been cancelled without a valid explanation. This constitutes a direct violation of the terms and conditions regarding the timely disbursement of player funds. It is deeply concerning that a platform of this scale is withholding legitimate winnings from its users.

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

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Please note this account will remain closed."

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I need your help regarding a delayed $3,000 CAD withdrawal from BETWAY initiated on January 14, 2025. Despite providing all requested documents, including statements and verification for my payment methods, the casino has yet to process my withdrawal.

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I have been waiting for Betway to pay my withdrawal for over 3 days now.

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I have been in contact with customer support everyday to find out what the delay is but I just get told the same thing every time and that is to just be patient.

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