Beschwerde #81 Betway Casino

Withdrawal problem

Von Midnight7755

vor 6 Jahren

I joined betway as they had an offer on as deposit 250 and get a 100% bonus for new customers. I read the terms and conditions to see my maximum bet and slot details . Started playing and after my own money went , I started using their bonus, I started to get lucky and manage to get through the wagering with just over £5000. Which I withdrew. I sent my relevant documents to help speed up the withdrawal , a week went by and it still had not been approved which confused me. I contacted them and they assured me , it was just taking a bit longer getting approved. Then 2 months went by, me contacting them various times and no help was given. A lot of lies were told, it actually got approved at one point then another email saying actually someone accidentally approved it and its under review again. One of their live chat staff said he had been in the wrong queue and is now on its way, which was another lie as weeks after he said that it was in the same status. Then 3 months went by , finally got an email saying now we want bank statements which confused me as i had already sent one for proof of address. I sent another covering a few personal transactions , got a message back weeks later saying we want to see all transactions. I have mentioned I am going to send this message to you guys now, as I dont think im getting anywhere. Thanks

Unseriöses Casino Betway Casino

Grund Verzögerte Auszahlung

Betrag £5000

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

Dear @Midnight7755,

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 Midnight7755,
Please see the findings from our investigation:

28/09/2019
- You requested a withdrawal of £5262.00.

29/09/2019
- There was a request for documentation sent from our Operations Department.
- 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 apologize for any inconvenience this may cause.”

11/10/2019
- You came in to follow up on your withdrawal, however you were advised it is still being reviewed.

15/10/2019, 16/10/2019, 21/10/2019 & 31/10/2019
- You came in on these dates to follow up on your withdrawal and were advised that the withdrawal was under review and if additional documents are required we will be in touch. We completely understand the frustration of waiting, our reviews are extensive and we apologize for any inconvenience caused.

05/11/2019
- We requested a 3 month bank statement, which you provided on 04/12/2019 and this was sent off to be reviewed.

10/11/2019
- You contacted us with regards to your withdrawal of £5262.00 which was requested on 28/09/2019 and you were advised that your 3 month bank statement was being reviewed by the relevant department. Once again we apologize for the delay and any inconvenience caused during the review period.

05/12/2019
- You queried your withdrawal and you mentioned that you have submitted the required documents and mentioned that you were not happy with the withdrawal process. You were then advised it is still being reviewed.

17/12/2019
- We requested an unredacted statement in order to continue with the review process. The 3 months bank statement you sent in on the (04/12/2019) had your transactions blurred out which delayed the review and resulted in you having to resubmit the bank statement with transactions visible.

27/12/2019.
- Due to the outstanding bank statement, we could not progress with the review. This process was put on hold, awaiting the resubmission of your bank statement.

26/01/2020
- You contacted us to inquire more information on how you can lodge a formal complaint with regards to your withdrawal and you were provided with the procedure on our official complaint process.

28/01/2020
- You then logged a formal compliant as you were not happy about the withdrawal process.

04/02/2020
- Our Operations Team reviewed the new bank statement you submitted.

05/02/2020
- Your revised bank statement was approved by our Operations Team and therefore the review to process your withdrawal commenced.

18/02/2020
- Your withdrawal was still under review, it was in the final stage of the review process.

04/03/2020
- We attempted to contact you with regards to your withdrawal, but were unsuccessful.

18/03/2020
- Your withdrawal of £5262.98 was paid to your bank account.

Once again we are very happy your query has since been resolved.

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.

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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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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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.

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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.

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Refund: 300 EUR

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Please note this account will remain closed."

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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.

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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Attach is a screenshot of my chat with the live support agent this morning

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