I have been trying to verify my account and withdraw £450 for 2 weeks.
I received no emails originally from Betway stating that I needed to verify. I had to contact live chat to ask why my withdrawal was delayed, they informed me I needed to verify, and to send my Passport and proof of address.
I sent this on 30/03/2021. I was told on 02/04/2021 my documents on the account were approved, but my withdrawal was still on hold.
On 06/04/2021 I received an email saying I still needed to provide PayPal proof of ownership, which I supplied on 06/04/2021.
On 07/04/2021 I was told I need to supply proof of PayPal ownership that includes my name, I sent this also and received confirmation that they had received this.
On 10/04/2021 I receive another email stating I still need to send in my PayPal proof of ownership, something that was already sent, so i sent it in again.
In between this I made a complaint to Betway following their complaints procedure. It took 10 days to get a response.
On 09/04/2021 at 2.34pm I received an email from verification team asking me to send my Passport again, despite this already being approved, and a picture of myself via a link sent to me by themselves.
An hour later I receive a response to my complaint stating I hadn’t uploaded my documents via their link provided to me only 1 hour previous.
My complaint wasn’t about my dissatisfaction at being repeatedly asked for documents and my account being closed, as my account has been fully open including being able to deposit since I was asked to verify.
My original complaint was at the length of time to get a response and the poor communication from Betway throughout the entire process, although my complaint now, through Ask Gamblers is about the latter and the former.
Once again I have provided Passport through their link provided, although I believe the picture of myself wasn’t taken correctly so I have requested a new link so I can reupload an accurate picture of myself. I asked for this yesterday 09/04/2021.
So in essence, my complaint is about poor communication from Betway, the length of time taken to receive my money, the fact I am still allowed to deposit, yet I am not allowed to withdraw. The fact all my documents have been supposedly approved yet there are continuous hoops I am made to jump through just to receive money I am legally entitled to.
Quoted from UKGC website
“Operators should also remember that they cannot confiscate a customer’s funds on the basis that they have not provided ID. Last year, on the back of action it had undertaken in the remote gambling sector, the Competitions and Markets Authority (CMA) provided its view that consumers are legally entitled to money which they have deposited in their account, to winnings made with money they have deposited and gambled, and winnings made from a bonus where the relevant conditions have been met (subject to AML or other regulatory requirements).”
Yet I have provided ID yet my withdrawal is still in limbo. What else do I have to do to receive my money?
Why wasn’t ID or verification requested at point of deposit and only at point of withdrawal? As this is also a possible breach of licence conditions 17, whereby my ID was only requested at point of withdrawal, and the operator can not rely on Paragraph 2 of this license condition when they could of reasonably requested ID sooner, ie. not solely at point of withdrawal, considering I was able to deposit £770 without issue.
I respectfully demand an update on my verification and to receive my money in a timely fashion, I believe I am justified in this demand based on the facts and evidence provided, namely being told already that all my documents are approved, yet my withdrawal is still under review.
Francis < surname removed >