Reclamação #187 Cassino Betway

Betway Casino - Refusing to pay out without third party bank statements

Por Sara C.

há 6 anos

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.

Cassino em disputa Cassino Betway

Motivo Problemas de verificação

Valor £5600

Discussão

AskGamblers

• Support Team

há 5 anos

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.

Cassino Betway

• Representative

há 5 anos

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

há 5 anos

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

há 6 anos

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.

Raio-X do Cassino Betway

Resolvido 138 / 159

Valor médio $6,185

Duração média da reclamação 11 dias

Resposta média 1 dia

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Conta Bloqueada e Sem resposta

Senhores,
minha conta BETWAY foi bloqueada com meu saldo retido depois que eu realizei um acesso enquanto viajava de férias. Cabe ressaltar que a conta somente é utilizada em meu celular pessoal com minha internet própria que possui cobertura na america latina. Entrei no chat e pediram para encaminhar minha documentação via e-mail, comprovante de residência documento de identidade e comprovante bancário, que foram encaminhados e analisados. Os documentos foram enviados em 16/02 e após 48 horas recebi um e-mail do Sr. Jadson (anexo) informando que a conta seria liberada quando eu retornasse ao Brasil. Em 20 de fevereiro informei meu retorno e anexei o comprovante de passagem aérea com todos os dados do embarque e desembarque. Depois disso nunca mais me responderam, enviei um e-mail (em anexo) que não obteve nenhuma resposta e solicitei via chatque só me dizia que o setor responsável estava analisando e o prazo inicial era de 48 horas. Minha conta não foi liberada e retornei ao chat (em anexo) sendo irformada pela atendente que não havia prazo para anasile dos dados e não tinha mais nada para me informar, seriram me enrolando afim de manter minha conta retida com meu saldo. Até hoje não obtive resposta e estou com a conta bloqueada ainda sim tento resolver via chat e so pedem para aguardar. Por quanto tempo?? O dinheiro de minha conta onde foi parar? Não exite nenhum tipo de transparência pois somente preferem não responder!

Não resolvido

R$1,600

Casino licenciado nao paga

Boa tarde,

No passado dia 21 de Dezembro de 2022, foi solicitado pela primeira vez, um levantamento no montante de 1403,62€, na plataforma BETWAY.PT licenciada pela SRIJ.

No momento a plataforma encontrava-se com problemas nos levantamentos, no dia 16 de Janeiro foi efetuada a transferência, mas nenhum valor foi depositado na minha conta, depois de enviar várias vezes o extrato bancário, onde era visível a ausência desse mesmo valor, foi-me solicitado que comunica-se a situação junto do meu banco, assim o fiz, tendo o meu banco averiguado que a transferência foi revertida, sem qualquer outra tentativa posterior. Encaminhei esse mesmo comunicado oficial do meu banco (Revolut), ao qual a operadora BETWAY.PT respondeu de forma positiva, assumindo que o valor foi devolvido e que iriam assumir total responsabilidade.

Com isto, passou-se dias e semanas, entre tentativas de contacto com o apoio ao cliente, que entre mentiras e lacunas constantes, foi-me solicitado um novo IBAN, desta vez de um banco nacional, assim o fiz, o funcionário do apoio ao cliente da BETWAY.PT, disse que foi feita nova transferência no passado dia 7 de Fevereiro, 2 dias mais tarde outro funcionário, disse que a situação ainda se encontrava em resolução, mais uma mentira e uma falha de comunicação.

A SRIJ, foi acionada logo no início deste processo, sendo comunicado num último email no passado dia 9 de Fevereiro, que não podem fazer nada porque a transferência foi realizada, mas que existiu um problema com o banco que reverteu esse mesmo valor e que sendo assim a situação não poderá ser solucionada através da SRIJ.

Depois de ter solicitado aconselhamento jurídico, foi-me comunicado que esta empresa BETWAY.PT, sediada em Malta, rege-se pela lei do pais de origem, o que dificulta ainda mais a situação.

Este processo parece não ter fim, com isto, temos uma casa licenciada a dever 1403€ a um cliente, usufruindo de uma impunidade que me deixa perplexo. Se a transferência foi revertida pelo meu banco, tal como confirmado pela plataforma BETWAY.PT e pela própria SRIJ, porque não é efetuada outra tentativa para a minha outra conta, essa já sediada em território nacional e com uma menor probabilidade de ser revertida.

É lamentável toda esta situação, o próxima passo, se na próxima semana, não conseguir resolver esta situação, será ativar os serviços jurídicos nacionais juntamente com as autoridades competentes.

Espero que me consigam ajudar com este processo.

Nome utilizado na plataforma: Straca

Cumprimentos

Não resolvido

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Erro ao enviar o pagamento em conta em que outros pagamentos já foram feitos várias vezes

Fiz a solicitação de retirada dia 11.06.2021, observação, em uma conta que já utilizada para retirada várias vezes, segue anexo os históricos de retiradas na conta que o site agora diz que deu erro. No dia 14 o site afirma que foi enviado os fundos R$ 1.100 para minha conta cadastrada, porém houve ERRO, e não foi completado! Erro de que? Se essa conta sempre foi usada... tem histórico de mais de 5 retiradas na mesma conta! Como deu erro agora? No chat reclamei várias vezes, e dia 16 disseram que mais uma vez deu erro!

Enviei os dados de conta ecopayz dia 18/06/2021, por pura pressão do casino, pois não gosto de utilizar carteira digital pelas altas taxas de transações cobradas.

O site não cumpriu a regra de pagamento em dia, e ainda não resolveu o caso em tempo hábil.

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Betway Casino - 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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Betway Casino - Not pay and live chat does not exist

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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"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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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 Casino - Betway withdrawal not paid

Withdrawal says it’s been paid since Dec 17 I have received no emails no nothing and was apparently paid after I had to change my payment method to receive it and still nothing it’s been months now and there is 0 communication. It’s so hard to try to talk to them I’ve tried everything and now I’m starting to think it’s just not going to show up.

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Betway Casino - Holding on to my winnings

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 Casino - Holding onto my withdrawals

Hi they’re holding onto my withdrawals I’ve already sent them a complaint I’ve used my own card details with my name to deposit with and they’re saying they’ve cancled this and holding onto it I’ve sent everything to them with my name on it pdf bank statement picture of the card everything and still not even writing back to me said they’re contact me before 18th of October and I’ve still heard nothing

Não resolvido

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