Betway Casino MX - Player's withdrawal is delayed.

I HAVE BEEN WAITING FOR A WITHDRAWAL SINCE SUNDAY MORNING AND IT HAS ALREADY BEEN 7 DAYS WITHOUT RECEIVING MY MONEY. I CAN'T GET HELP BECAUSE YOUR EMPLOYEES ARE ALWAYS BUSY. THE CUSTOMER SERVICE IS TERRIBLE, ONE OF THE WORST IN ALL THE CASINOS. THERE'S NOT EVEN AN ADVISOR RESPONDING TO THE EMAILS

Dear MORALESLIC4,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Ok, are the withdrawals so late?

My account has been verified for years, I have been playing with you and I have invested a lot in your platform and now that I win, the time doesn't seem fair to me. I am verified, I am not missing any documents.

I fully understand your frustration, MORALESLIC4. However, I will set the timer for additional 6 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Ok, thank you very much and sorry. I agree

The withdrawal has already been completed, it just needs to be reflected in my bank account but on Betway's side it has already been completed, thank you

They don't pay me, I've finished the process but the payment hasn't arrived in my account.

At betway they do not respond to me through any means of customer service, live chat, email or their page on X (Twitter).

I WILL NOT PLAY AGAIN ON BETWAY

I still have no response from betway

Thank you very much, MORALESLIC4, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Betway Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello MORALESLIC4,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Betway Casino MX,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Yes of course

I REQUESTED THE WITHDRAWAL ON NOVEMBER 26 AND ON DECEMBER 5 THE PAYMENT PROCESS WAS COMPLETED IN BETWAY WHERE IT APPEARS TO ME THAT IN TWO DAYS AND 2 HOURS IT WAS REFLECTED IN MY BANK ACCOUNT BUT TO DATE I DO NOT HAVE ANY PAYMENT AND I HAVE TRIED TO COMMUNICATE WITH BETWAY VIA LIVE CHAT TERRIBLE. OR THEY RESPOND THEY ARE ALWAYS BUSY BY EMAIL OR THEIR SOCIAL NETWORKS LIKE X

Yes, perfect

They blocked my account

But what about this casino?

THEY BLOCKED MY ACCOUNT WITHOUT PAYING ME MY EARNINGS THAT I REQUESTED FOR WITHDRAWAL SINCE NOVEMBER 26 WITHOUT REASONS

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They ask me and they ask me when they respond to my insistence on contacting support, they demand that I send them my bank account and they no longer respond to me and when they respond again they only demand the documents again but there is no response to my withdrawal.

AND THEY DIDN'T PAY ME

Dear MORALESLIC4,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Mexican Gaming Authority (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submitting a complaint to them. Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.v@casino.guru) . I am sorry I could not be of more help on this occasion.

Best regards,

Michal