Beschwerde #111 Betway Casino

Missing Funds, No Sign Of Progress

Von Dimitri V.

vor 5 Jahren

Six days ago, I won a perfect pair side bet for a total of $248 on a Blackjack table, but which never got reflected on my account. I have been in contact with live chat agents every couple of days since that time, and they have all been telling me to wait "24-48 hours" before there could be any update to my issue (which they tell me has been "escalated"), however there is 0 sign of progress as nearly an entire week has now elapsed with the same "24-48 hours" being given to me over and over again.

I have been a loyal customer to Betway for several years now, and any time an issue such as the above has arisen (rare as it may have been), I was able to instantly resolve the issue once I made a phone call to the relevant department, one time even being gifted a $10 (NOT a bonus) by a manager as a compensation for the way my issue at the time (also an error in the system) had been misunderstood and mishandled by more than one customer service agent. But at present, all telephone lines are closed, so unfortunately I am left with no other option than to post on this website to maybe get the attention of someone higher up.

Unseriöses Casino Betway Casino

Grund Verlorenes Geld

Betrag $248

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

Dear all,

As apparent from the submitter's latest post, 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.

lakechazy

• Kanada

vor 5 Jahren

The issue has been resolved, and I got my $248. Thank you. The thread may now be closed.

Betway Casino

• Representative

vor 5 Jahren

Hi Dimitrios,

Thanks for the review.

We understand that you had an unpleasant experience and we would like to help.

Our Customer Service team will be in touch.

Regards,

The Betway team

lakechazy

• Kanada

vor 5 Jahren

I was contacted by "Yaseen" on the phone a couple of days ago, and I was told there would be further investigation into this. This is what I wanted from the beginning, to speak to someone on the phone, because e-mail exchanges from experience never get anyone anywhere. I was also gifted a bonus in the meantime for all of the trouble, which was a nice gesture. The issue is still not resolved, however, so the complaint will remain open.

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.

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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I received an email from Betway Support stating that my deposit would be refunded due to alleged issues with my account ("verification process" took 2 weeks as well which is unbelievable). However, it has now been seven days since that message, and I have yet to receive the refund. This delay seems excessively long. I ask Betway to provide an update on the status of the refund.

"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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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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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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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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