Betway Casino Ontario - Player’s account has been blocked.

Dear CasinoGuru,

I am contacting about my account at betway website, which was blocked after I won 6,800 CAD. After registering on the site, I made a deposit of 800 CAD and won 6,800 CAD. After my account was blocked, I contacted the support service on the website. A support specialist at the betway website informed me that my account was blocked due to the reason stated in section 7, but the exact reason was not stated by the support team. I demand from the site to specify the definite reasons and a more complete answer on the blocking of the account, as I did not violate any rules of the site, but only wanted to play and have fun. Also, I demand to unblock the account and open the possibility of withdrawal of funds won on the site. Below I am attaching the details of an account that belongs to me and is blocked for no reason. Also, I attach screenshots of the account and conversations with the support team of the site.

Dear kodnom789,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

I have checked the general terms and conditions but didn't find any specific reason for your account to be blocked. Paragraph #7 is too vague and doesn't clarify why someone's account should be closed.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela!

The betway team did not ask for verification, that is, I did not go through it, but, of course, I will be ready to verify my identity if necessary.

I registered my account October 14, 2022 and I played on the website without using bonus offers, and made a deposit using the payment method Instadebit for the amount of 800 CAD. I played in the slots and live games section of this site. I also checked this paragraph and the blocking seems unwarranted to me. Please help me to unblock my account and get my winnings back. Thank you!

Hi again!

Are there any updates?

Thank you very much, kodnom789, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Ok. I am waiting! Thank you so much for you help!

Hello kodnom789,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. First, I would like to ask the representative of Betway Casino to join the conversation in order to help us resolve the issue.

Betway Casino,

Could you explain what is the reason why kodnom789's account was blocked and the balance withheld?

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.

Dear kodnom789,

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 eCogra – an alternative dispute resolution service (https://ecogra.org/products-services/alternative-dispute-resolution), and submit a complaint to them.

Alternatively, you could try to pursue another course of action the casino refers to under 10. support and Complaints in their terms and conditions: https://betway.ca/en-ca/sports/dyn/TermsAndConditions

Please let me know what response you received (tomas@casino.guru). I am sorry I could not be of more help on this occasion.