Beschwerde #51 Betway Casino

Delayed withdrawal for 10+ days

Von Gunstorm

vor 7 Jahren

Good day. I want to complain about the casinos betway. I deposited 2000 and won 5000. when I withdrawal the winnings they requested documents. I sent the documents for verification and they were approved. For more than 10 days I hear that the information is being processed, wait, we appreciate your Patience. Specifically, when they do not pay, I sit in a chat for half an hour until I wait for the operator to respond. Then I wait when he consults with the senior and as a result I get a standard answer. Support in the casino is very low. Still waiting for my winnings...

If they don’t pay me my legit winnings I would call BETWAY a SCAM CASINO!

If they just have too many clients and that’s why withdrawal taking so long I would take my words back.

Unseriöses Casino Betway Casino

Grund Verzögerte Auszahlung

Betrag $5000

Diskussion

AskGamblers

• Support Team

vor 6 Jahren

Dear all,

Following a careful review of valid information and explanation 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, and confirm casino actions according to term:

"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 3.2.

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 providers 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."

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

Hi Pascal,
Please see the findings from our investigation:

2019:
• You registered the account in question on the 03/05/2019.
• We received communication from InstaDebit that your account you have with them was under review.
• You initiated a withdrawal of 5050.00 CAD.
• 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.
• Please note: in the case of a withdrawal being made for the first time, a large withdrawal or changes being made to payment options, we may take additional security measures to ensure that you are the rightful recipient of the funds. In these instances, copies of identification documents may be required before payment can be made. These measures are in place to protect your money and your privacy and may result in a slight delay. We apologize for any inconvenience this may have caused.
• It was picked up during these checks that your account was in direct breach of our Terms and Conditions.
• The decision was then made to terminate the account, as per point 7.2.2 in our terms and conditions: https://betway.com/policies/terms/

Due to the fact that your account was terminated as it was in direct breach of our Terms and Conditions, we have no further action on this complaint.

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.

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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Not pay and live chat does not exist

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.

2. Non-Existent Live Chat Support
Betway advertises a Live Chat feature as a primary means of resolving urgent issues. However, after numerous attempts to access this service, I have found it to be completely non-functional. The link either leads to a dead page or places me in an infinite loop within the "Help" section. A gambling operator must provide real-time assistance, especially when financial transactions are involved. The fact that the Live Chat is "invisible" or perpetually unavailable is deceptive and prevents players from seeking immediate help.

3. Automated Email Responses (Bot Interference)
Furthermore, I have attempted to resolve this through their official contact emails. Every communication I have sent has been met with a generic, automated response generated by a bot. These replies do not address my specific concerns and offer no path to speak with a human representative. This "wall of automation" is a tactic used to frustrate users and avoid accountability. There is a total lack of transparency and professional oversight in their communication department.
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.

After careful consideration, a decision has been made to issue a refund, as per the amount shown below.

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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Delayed Withdrawal By repeating asking proof of ownership of my cards

AskGamblers Team,

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.

As a loyal customer with a history of significant transactions, I find the repeated requests to prove card ownership unreasonable, especially when I’ve already submitted the required evidence.

Please assist in resolving this issue promptly. I can provide further details if needed.

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Betway withdrawal not paid

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Holding on to my winnings

I have been denied access to the bet I placed on the 14 /10/24 which resulted in a total sum of £662.43.
I have sent several emails,uploaded the required documents for verification which they’ve received. I have sent several messages to the live support which refused to do anything to it.
Attach is a screenshot of my chat with the live support agent this morning

I will appreciate it if you look into it and withdraw my wins to my bank connected to my Betway account.

Thank you

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Holding onto my withdrawals

Hi they’re holding onto my withdrawals I’ve already sent them a complaint I’ve used my own card details with my name to deposit with and they’re saying they’ve cancled this and holding onto it I’ve sent everything to them with my name on it pdf bank statement picture of the card everything and still not even writing back to me said they’re contact me before 18th of October and I’ve still heard nothing

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Betway not processing my withdrawal and its been three days now with no help

Hi,

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

My account is verified and I have been advised there is no issues with the withdrawal and to expect it “soon”.

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.

As per their T&C’s it states they aim to process within 24 hours unless there is an issue? Again which I have been told there is no issues.

The payment was approved to be released on the 16/9 @ 14:00. This was 9 hours after I had submitted the withdrawal.

I have contacted them numerous times and I seem to be getting nowhere now and I just want them to send the payment.

I don’t understand how it can take them so long but other operators hours to pay? How do they expect customers to come back and play after treating them like this?!

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Withdrawal not paid but says paid on their website

Hi,

I withdrew money from the app and it processed, it got to the point where I got a text of my passcode to use for my upcoming money transfer, however a week has passed and I have yet to receive the money to use the code. On their end it has been saying I’ve been paid. I tried reaching out to their live chat but I only get automated bots to chat with, and their withdrawal tracker is not very helpful as it does not update at all.

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