The player from Italy is experiencing issues with the website of the online casino. The player's account was suspended due to using third-party payment method. Moreover, the player lost all the money she deposited. Due to these reasons, we rejected the complaint.
Betway Casino IT - Player struggles with casino website issues.
Amount: €500
Betway Casino IT
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Dear marinaeleonora87,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information than a picture. Could you please elaborate?
How long have you been playing at the casino?
How long have you been experiencing software issues?
Have you contacted customer support regarding your problem?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 year ago
Translation
Hi I joined this casino on 07/18
I paid with a bank account not in my name so on 07/18/ they suspended my account ... I continue to play and deposit and have slot errors ... I agree yesterday with the suspension email so contact support for both the continuous server problems both for the limitation .... they say that I have to contact the adm for server problems and that with a limited account I should not have paid.
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1 year ago
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The slot was practically crazy the reels continued to spin and as soon as they stopped they gave average winnings then the total block exits the screen and this error gives me ... I try to access the game again but despite everything it had been disconnected and I lost the progress of the bonuses and it should have been opened by calculating the amount and coins collected during the entire game.
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1 year ago
Thank you very much for the additional information. I have checked the Terms and Conditions, and this is what I found:
4.4 Verifica dei dati bancari
Se i Clienti utilizzano carte di credito o debito, il nome dell’intestatario DEVE corrispondere a quello inserito al momento della registrazione al Sito e a quello dell’intestatario del Conto. In caso contrario, il Conto potrebbe essere sospeso e il Cliente dovrà mettersi in contatto con il Servizio Clienti per conoscere i dettagli della nostra procedura di verifica. Le vincite o i pagamenti eseguiti da Betway tramite bonifico bancario, potranno essere accreditati esclusivamente su un conto intestato al titolare del Conto di Gioco. Per i depositi, il Cliente potrà utilizzare solo carte di credito o debito intestate a suo nome.
Furthermore, please check our Fair Gambling Codex for Players:
"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
Thank you very much in advance for your reply and understanding.
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1 year ago
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Ok I was wrong to pay but if I had a suspended account on the 18th because on the 19th they accepted payments anyway, usually a suspended account cannot deposit or am I wrong?
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1 year ago
Could you please explain why did you make a deposit in your account when you knew it was suspended?
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1 year ago
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No, I didn't know it was suspended ... I contacted them about the slot problem, then I opened an email and saw the suspension as they were also told.
I didn't know about the suspension and anyway if I'm suspended I can't deposit.
So I never thought I would have the account suspended since the deposits have been accepted.
Once I read the email, I asked for explanations ... which never arrived and they didn't reply to the last email.
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1 year ago
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I contacted customer service again ... they told me that my account was permanently closed but no email was sent to notify me of this procedure.
I asked again why payments were accepted after the suspension
And they said payments are always accepted
Except in case of account closure and self-suspension.
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1 year ago
How much did you deposit to the casino? How much of the money have you gambled away?
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1 year ago
Do I understand correctly that you deposited 866 euros to the casino? How much of the money have you lost?
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1 year ago
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I deposited and lost a total of 866 euros
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1 year ago
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Convinced that the slot will get to the bonus because I collected a lot of amazing zeus during the game, but then the 503 error ... something that has never happened to me in any casino.
To this day I still can't understand what happened and how it is possible for a person to play more than 500 euros in a slot and then out of nowhere an error comes out for which the dealer is not liable.
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1 year ago
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I would like to contact adm and check my play because I am convinced that the error was not accidental.
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1 year ago
I apologize but since you deposited money from a bank account that did not belong to you, and you gambled away the money, there is nothing we can do to assist you. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
