Betway Casino breaching one week suspension cooling off period allowing me revers and lose £13.5k of my winnings

Here is the last response I have received on 23rd November pasted below.

You can clearly see that Betway have stated that because I have not made deposits during the cooling off period no refunds can be given? Because I reverse my funds they wont refund me.

So this statement already implies you are accepting responsibility for this? So from your statement, in theory I could had deposited £20,000, lost that and you have to refund me? That correct? I don’t think you would.

Whatever the funds are, reverse withdraws, deposits is completely irrelevant. You have failed to enforce the one week cooling off period which I reiterate is a SUSPENSION as defined by your own terms and conditions.

You have abused your position of trust within responsible gambling guidelines.

I hope this complaint is viewed by all players that see the unethical values this casino has.


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Hi XXXX,

Account: XXXXXX

Hope this e-mail finds you well?

I would like to thank you for your patience regarding this matter.

As per our previous discussion on the phone, I have escalated this matter to our Operations department who have had a further investigation into this.

They have provided us with feedback stating that you did not make deposits during this cooling off period, Only reversed cash-ins were made and therefore we cannot be liable for these reversed funds made on your request.

There were no deposits and therefore no funds can be refunded.

Kindly note that this decision is final. If you do require any further information, you may contact our regulators at (http:­//w­ww.e­co­gra.org/).

Hope you enjoy the rest of your day.

Kind Regards,

Roberto

The Betway Team

This is copied from the Betway Group page to show their Corporate Responsibility. They say they take responsible gambling very seriously. I am hope a Betway representative can understand that the responsible conduct of their gaming operator has fallen well below its required standards as outlined by their regulator eCOGRA.

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Corporate Responsibility

Responsible gaming
Betway is committed to ensuring that all players can enjoy a safe and fair gaming experience whenever they play. Each site offers a number of ways for players to ensure they stay in control of how much they gamble. This is made possible by a player’s ability to monitor and manage their accounts with the use of responsible gaming features such as; self-imposed deposit limits, cooling-off periods and the ability to request self-exclusion for a minimum period of six months.

Our commitment to state of the art processing technology across all our gaming sites means that players can be confident that their personal data and key financial details carry the highest level of security. Additionally, our on-going investment in monitoring systems and stringent KYC (know your customer) checks ensures the highest quality vetting of customers to ensure that none of our players are under age.

We take corporate and social responsibility very seriously, as is evident by our accreditation by eCOGRA, which gives our customers additional safeguards including the ability to use its services as a mediator in the event of a dispute. eCOGRA itself aims to protect players by addressing the need for fair gaming and responsible conduct by the online gaming operators. It has a very broad remit to enforce standards through continuous monitoring and onsite reviews, ensuring that the highest operating standards are maintained throughout this growing online industry.

Dear all,

Kindly notice this complaint is being reopened following the declared willingness on behalf of Betway Casino management to do everything within their powers in resolving their outstanding AGCCS cases. AskGamblers Complaints Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Hi Quay,
Please see the findings from our investigation:

2014:
The account in question was first opened.
You had then deposited £430.00 and won £13 567.15 by playing online Blackjack.
These winnings were requested to be withdrawn.
You contacted us and requested for a cooling off period of one week. The reason was to wait for the funds to be processed.

You contacted us via chat, requesting to have your account reopened. You were advised that you could re-open the account upon your request. This was in alignment with Regulations as well as our Terms and Conditions. You replied with "Yes" and confirmed that you wanted the account to be reopened. Due to the fact that 24 hours has passed, you were able to reopen the account upon your request.

We received additional contact from you stating that you would like to reverse £9 500.00 of your £13 567.15 withdrawal. This was completed after receiving confirmation from you.
You contacted us via live chat at a later stage and requested an additional £4000.00 to be reversed which was completed after gaining confirmation from you once more. This left you with £67.00 as a withdrawal balance.

You had contacted us a day later, enquiring why you were able to re-open your account. Our Terms and Condiitons were explained to you however you requested a full refund on the account.

The remaining withdrawal of £67.00 was paid to you and the refund request was denied.

Please let us know if you would like to be contacted in order to follow-through with the resolution of your complaint.

Regards,
The Betway team

AskGamblers Complaints Team has been provided with enough information and explanation on behalf Betway Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.