Betway Casino - Deposit not reflected and waiting for refund

Hi, Rahul.

Thanks for your feedback.

We’ll contact you as soon as we’re done reviewing your account.

Regards,
The Betway team

I am delighted, that atleast got a response from them. I can see posting my situation helped, thanks Askgamblers team.
Although, below is the response I have got from them yet again and I have now totally lost faith on Betway, I already stopped playing with them after the delays they have been causing on this for a while now and with no responses on my email. It would take a lot of thinking for me to play with them again, I have played with them for years and have deposited and withdrawn a lot of winning money as well and never had a trouble. But their customer care team isn't good at all, if the entire thing hasn't been resolved in 40+ days and they still need more time, one can understand, either they are not interested in resolving it nor they are doing anything about it.
Infact, I even gave them an option to not take a pain of doing anything more on this and rather arrange a confirmation email from the actual payment processor that payment hasn't been received to my email ID which is what my bank has been asking so that they can raise with billdesk team to get the transaction traced and money to be credited back to my account, I forwarded the actual email from my bank to them, which they keep ignoring and have done nothing, which makes me feel they aren't putting any effort to actually resolve this matter.

Below is the actual timeline of entire incident:
- Transaction done on Oct 20th, debited from my bank, Betway states money not received and first asked to wait for 48 hours
- Post 48 hours, they say money not received and will be credited back to source within 10 working days
- Post 10 working days when money not received in my bank, they say wait we shall escalate and send us full period statement in PDF format with bank stamp, etc, sent immediately to them and got confirmation on chat, then they said please wait for another 48 working hours for feedback to arrive, as it has been escalated
- Post 48 hours, payment processor saying money not received, further investigation is required, no timeline available please wait and check back in 48 hours again for any further feedback on investigation
- Now I escalated to their managers@betway team, who said matter is being now handled by them and is escalated to internal dispute team and will take upto 10 working days
- Upon completion of 10 working days, now they say,"we need additional time, as the matter is still under investigation", no further timeline provided
- I have involved askgambler, and due to which I see a few responses started to come from them, otherwise they would not even bother to response

Below is the response recieved from them them late last night:

Reference: realrahul]

Dear Mr Suri,

Thank you for contacting Betway

Kindly be advised that your complaint is currently being investigated, however, due to the nature of your complaint, we require additional time.

We apologise sincerely for the delay and can assure you that we will respond as soon as the investigation has been concluded.

Thank you in advance for your patience.

Kind regards,

Sascha

Hi, Rahul.

Thanks for bringing this to our attention.

We’ll check your account and get in touch with you.

Regards,
The Betway team

Same response received from Betway team and more time requested by them, see below:
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Hi Rahul

Username: realrahul

We trust this e-mail finds you well.

We are contacting you regarding your review you had left on Ask Gamblers. We humbly apologize for the experience that you have had.

The review was regarding your deposit query. Please note that as per the feedback from our Customer Care team, your complaint is currently being investigated, however, due to the nature of your complaint, we require additional time.

We apologise sincerely for the delay and can assure you that we will respond as soon as the investigation has been concluded.

Should you require any further assistance, please do not hesitate to contact us.

Kind Regards,

The Betway Team

Dear Betway Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Hi Rahul,

At this stage we have not received any further information from the Customer Care team as the investigation is still ongoing. Once the review has been completed, we will update you accordingly.

Regards,
The Betway Team

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

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

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.