Beschwerde #272 Betway Casino

Deposit not reflected and waiting for refund

Von realrahul

vor 4 Jahren

There were two deposits which were successfully done from my bank's end details as below to my Betway account, but they never reflected into my Betway account, I have been following up with Betway Customer care team from last almost 40 days, even escalated to their Managers betway email ID and then was advised that it is being looked by some internal dispute team, and asked for additional 10 working days, the period ends today and yet no response on this, neither have received any refund yet.

I even raised with my bank and my bank confirms payment has been successfully transferred and never got returned, if the merchant still hasn't got the money, they need an email confirming money not received from merchants email ID to take an action around this.

But neither Betway is resolving the issue and is able to trace these funds, nor they are ready to comply with requirement of my bank and supply information of non receipt of payment to me via email. I have been using Betway services for many years and never thought they would do something like this and I can understand that a payment processor is involved here and probably they are not able to do tracing of funds due their internal lack of communication with them, resulting in the overall issue and leaving me with my getting lost somewhere, I seek help from here via this forum after failing to get any responses from them after all the patience I have shown to them.

Unseriöses Casino Betway Casino

Grund Doppelbelastung/Rückerstattung

Betrag ₹61500

Diskussion

AskGamblers

• Support Team

vor 5 Monaten

Dear all,

Following an email confirmation from the complaint's submitter, 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.

AskGamblers

• Support Team

vor 4 Jahren

Dear realrahul,

Kindly be informed that providing adequate feedback and updates in a timely manner is a must, once the complaint process has started. If you do not wish to participate in the dispute anymore, the AskGamblers Complaint Team, unfortunately, will not have any other option but to reject the case.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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. The AskGamblers Complaint Team maintains zero tolerance towards players who fail to provide the necessary level of cooperation.

Betway Casino

• Representative

vor 4 Jahren

Hi Rahul,

Please be advised that we are still more than willing to provide you with feedback, once it has been provided.
However, if you wish to close your Askgamblers complaint then Askgamblers may go ahead and action your request.

Regards,
The Betway Team

realrahul

vor 4 Jahren

I give up and won't bother doing any further responses here, I have decided to close my account with them now, after ENOUGH of asking more and more time everytime and below is their LATEST BUT YET SAME RESPONSE, more than happy for Askgambler team to close this complaint, as I dont think anything further is happening here with Betway and I won't bother re-responding on this complaint any further:

[Reference: realrahul]

Dear Mr S.,

Thank you for contacting Betway Customer Care.

We would like to thank you for raising your concern and for providing your bank statement.

We can confirm that your bank statement was escalated to our Processor for further investigation. Once we have an update, we will let you know as soon as practically possible.

We can understand that the delay is inconvenient, however please understand that Betway has no control over the time it takes for our Processor to conclude their investigation.

Please be aware that until such time that our Processor concludes their investigation and provides their determination, the Customer Care Team will not be able to provide you with any update. However, we can assure you that this matter is being prioritised.

Thank you for your continued patience and understanding.

Kind regards,

Sascha

The Betway Customer Care Team

Betway Casino Beschwerde-Statistik

Gelöst 138 / 156

Durchschn. Betrag $6,177

Durchschn. Dauer 11 Tage

Durchschn. Antwortzeit 2 Tage

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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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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
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PD: I used ia because dont speak inglish thenkiu for you help

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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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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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