Beschwerde #4 Betway Casino

Won some money now account is under investigation

Von benc81

vor 11 Jahren

I started an account on betway on 9/10/14 I deposited some funds and did not receive any bonus, i also sent in my driving license which u have to do within 72 of opening an account. I won around £900 and went to bed, the following I went to sign in and it kept saying it not recognise my details so I phoned up only to be told my account is under investigation but no reason was given just that it is under investigation and I will have to wait to see what happens , although I bet if I did not win anything none of would of happened, casinos like this give the rest of them bad names, I'm not sure what's going to happen as the guy on the phone sounded like he was working his notice I will give an update when I here something

Unseriöses Casino Betway Casino

Grund Kontolöschung

Betrag £900

Diskussion

AskGamblers

• Support Team

vor 6 Jahren

Dear @benc81,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Betway Casino

• Representative

vor 6 Jahren

Hi Ben,
Please see the findings from our investigation:

2014 – 2016:
- The account in question was opened in 2015.
- Verification Document was submitted and escalated to relevant department.
- We had picked up a linked account that was created in 2014 that was previously Self-Excluded, this exclusion was actioned on the 2014/11/03. Thus, account in question as well as all other linked accounts were closed as per regulatory requirements.

2016 – 2018:
- We received a requested to reopen the account.
- Betway required verification documents as well as complying with reopening of the account process.

2018 – 2019:
- Account verification documents are still outstanding and the account reopening process will need to be followed.

Please let us know if you would like to be contacted in order to follow-through with the reopening process.

Regards,
The Betway team

AskGamblers

• Support Team

vor 6 Jahren

This complaint has been reopened due to the declared willingness on behalf of Betway Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

AskGamblers

• Support Team

vor 11 Jahren

Dear @benc81,
Any update considering your complaint? Thank you.

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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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
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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.

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

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