Beschwerde #90 Betway Casino

Refusing to pay out without third party bank statements

Von Sara C.

vor 6 Jahren

I would like to make a complaint about Betway Casino. On 16/09/19 I signed up and took part in their welcome offer, I deposited £250 and was lucky enough to complete wagering with slightly more than £5,600 in my balance, so I requested a withdrawal.

Following this Betway sent me some ID requests. They asked me for some photo ID and a proof of address, which I supplied and they eventually verified.

Following this they asked me for 3 months of bank statements for the account from which made my £250 deposit. I thought this was unreasonable and excessive as I had already sent a proof of address. However I sent this as I wanted to get my winnings out.

Following this Betway phoned me up and questioned me about my gameplay which again I thought was excessive, but once again I answered all their questions and was told that my withdrawal would be approved soon.

After some time they then requested to see the bank statements of a third party as they had paid some money into my bank account several months before I made my deposit into Betway. The person who sent me this money was my ex-boyfriend who still owed me some money from when we were together a long time ago. He was abusive to me mentally and I did not want to contact with him for any reason, and I knew he would not want to assist me as we split on very bad terms. So the prospect of having to ask him to supply me his personal bank statements to a gambling company was not something I thought I could do reasonably, and I informed Betway of this. They insisted that they would not release my winnings until I sent then the bank statements of the third party, and then proceeded to ignore several of my emails following this. Finally after several more emails they sent me a dispute summary saying that they would not pay me out without these statements and to contact an ADR.

To be absolutely clear, only I ever paid money into my Betway account. The third party paid me back some money that he owed me several months before my deposit, and there were many transactions inbetween that and my deposit into Betway.

I am very surprised that a company would require me to supply the bank statements of a third party. I did not read this anywhere in their terms and conditions which I read before I signed up to their website. How can I be expected to provide the bank statements of a third party? And how can I, or Betway, demand a person's private information when the General Data Protection Regulations make accessing such data illegal without the person's consent, which neither of us have? How can paying out on a win be dependant on this, surely it is illegal.

As it was a large amount of money, the biggest win I have ever had at a casino, I faced my fears and asked my ex if he would supply the bank statements. He told me that he in no circumstances would he sent his private bank statements to a gambling company, over a matter than doesn't concern him. I totally understand his position, and feel humiliated that I was forced by Betway to ask him for this. This situation had a bad effect on my mental health. It has caused me a lot of stress that I had to go to my ex boyfriend and ask him for this when I would have preferred to have no contact with him at all, and in the end I got the result that I knew I would anyway, he would not send his personal bank statements to Betway.

I have been through their terms and conditions several times and there is no mention anywhere that you may be asked to provide third party's bank statement in order to get a withdrawal processed. If this had been mentioned in their terms and conditions I wouldn't have signed up. There is no mention of having to do this on the Gambling Commission website either.

I believe that it is unfair practice to demand something that the customer is not in control of and legally cannot ask for (third party bank statements) as a pre-condition for withdrawal, unless it is clearly stated up front in terms and conditions that this would be required.

I understand that casinos have to verify that a person can afford to gamble, but I think that this level of scrutiny is not justified for a single deposit of £250. Similarly I understand that gambling companies have a responsibility to prevent money laundering, but again I dispuate that a single £250 deposit is grounds for suspecting money laundering.

It is my belief that Betway are trying everything they can to not pay out on my win due to the size of it. I am certain that I wouldn't be asked to do any of this had I lost my money, or even had a smaller win. They are being dishonest, and trying to deny me my winnings which I won legitimately breaking none of their terms and conditions whatsover. It angers me that a company can do this and has made me lose faith in online gaming. It seems if you have a big win, dishonest companies like Betway will do everything in their power, and beyond their powers, to prevent paying out on big wins.

Please review my case and help me get my winnings out.

Unseriöses Casino Betway Casino

Grund Verifizierungsprobleme

Betrag £5600

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

Dear @connerchops86,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint 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.

Thanks in advance for your cooperation.

Betway Casino

• Representative

vor 5 Jahren

Hi Sarah,

Thank you for your feedback.

We humbly apologize for the experience that you have had.

In relation to your withdrawal which you requested on 16/09/2019. We can confirm the reason for the delay was due to our Operations Department requiring documentation from you. The document requests sent by our Operations Department was in order to review your withdrawal. Please note that in our Terms and Conditions we state: “Please note: we may need to 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 prevent fraud and protect your money and may result in a slight delay. We apologise for any inconvenience this may cause.”

On 18/09/2019 you sent us your passport which was approved as proof of identity but we still required an outstanding 3 months bank statement. On 16/10/2019 we contacted you via email to advise that your documents and withdrawal is under review by our Operations Department. On 17/10/2019 our Operations Department attempted to call you regarding your account verification.
On 23/10/2019 you have contacted us on live-chat in order to update your mobile number. On 29/10/2019 we contacted you via email to advise that we are still awaiting feedback from our Operations Department regarding your withdrawal query.

On 31/10/2019 our Source of Funding Department has requested proof of ownership for a possible third party. On 25/11/2019 you requested confirmation of your complaint via email and we responded advising how you are able to go about lodging an official complaint.

On 26/11/2019 our Customer Care Department has sent a first response to your official complaint. On 27/11/2019 your query was escalated off for investigation by our Customer Care Department with a due date of 09/12/2019. On 06/12/2019 our Customer Care Department followed up on your complaint and advised via email that you have not complied with our request for a statement. A Subject Access Request (SAR) has also been logged with the United Kingdom as per process and a request has been made to identify your source of income.

On 16/03/2020 our Customer Care Department followed up on your complaint and advised via email that your withdrawal will be paid to your verified Account. On 24/03/2020 our Customer Care Department followed up again on your complaint and advised via email that your withdrawal was successfully released.

We trust that all is in order.

Regards,

The Betway Team

AskGamblers

• Support Team

vor 5 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.

AskGamblers

• Support Team

vor 6 Jahren

Unfortunately, considering that both parties involved in this dispute did not reach to a mutual agreement and that player already confirmed that s/he have submitted formal complaint in front of the relevant regulatory body, AskGamblers Complaints Team has no other option but to close this complaint as Unresolved.

As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

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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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