HomeComplaintsBetway Casino - Player can't access the website and withdraw his funds.

Betway Casino - Player can't access the website and withdraw his funds.

Black points: 284

Amount: 270,000 INR

Betway Casino
Safety Index:High
Submitted: 09 Apr 2024 | Unresolved : 10 Jun 2024
Unresolved Our verdict

No reaction policy, good regulator

UNRESOLVED

Case summary

5 months ago

The player from India had been unable to withdraw his winnings from Betway Casino and could no longer access the website due to regional restrictions. He had reached out to the casino via email but received no response. Our team had attempted to mediate the situation and requested further communication from the casino. Despite our efforts, the casino did not respond, leaving the player's issue unresolved. Consequently, the complaint had been closed as 'unresolved', which might have negatively impacted the casino's rating.

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7 months ago

I kindly request that you withdraw the amount I deposited on your website. Despite multiple emails over the past few months, I have not received any response from your team, and now I am unable to open website in India.

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7 months ago

Dear crypto,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betway Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Have you contacted the casino at enquiries@betway.com ? With what result?
  • When have you made a withdrawal request, or when have you made the deposits in the casino?
  • Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

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7 months ago

I am unable to access the Betway website in India due to restrictions. Despite sending an email, I have not received any response regarding this issue.

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7 months ago

Hi Team,


Could you please provide Me an update

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7 months ago

Could you please share your attempts to communicate with the casino? Send the recent emails you sent to the casino to my email at tomas@casino.guru

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7 months ago

Hi Thomas,



Thanks for your response and sorry for late reply


Dropped an email to your email I'd please find the email

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7 months ago

Have you requested a withdrawal of your winnings before your account has been closed?

Have you accumulated your winnings with the help of a bonus?

Do you have any records off making deposits in the casino?

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7 months ago

Hi Toma's,



I was request my winning amount before my account close


I didn't accept any bonus there is no bonus


Yes upi transaction

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6 months ago

Update please

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6 months ago

Thank you very much, crypto, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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6 months ago

Thank you Tomas

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6 months ago

Dear crypto, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Betway Casino representative to join this conversation. 

Dear Betway Casino, could you please provide more information about this case? 

Looking forward to your reply.

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6 months ago

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.

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6 months ago

Hi Katarina,


Thanks for your response


Could you please help me to recovery my amount with betway time.

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6 months ago

Dear crypto, 

I am trying to contact the casino representative outside this thread. I will keep you updated about any new development.

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6 months ago

Hi Katarina,


not receiving any response from the Betway team regarding the recovery of my stolen amount; please help me resolve this issue.

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6 months ago

Can I have an update on this please

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6 months ago

Dear crypto, 

I am sorry for the long wait. I am actively discussing this case outside the thread with a casino representative. They are currently investigating and hopefully will respond soon.

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6 months ago

Sure thanks for your response

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6 months ago

Hi Katarina,


Sorry for disturbing you; could you please provide me with an update on this?

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5 months ago

Dear crypto, 

I am sorry, I have no update. I am still waiting for casino to get back to me.

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5 months ago

Dear crypto, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I would also suggest trying to contact casino on your own one more time. They advise an alternative dispute resolution (ADR), which is eCOGRA for their casino. They are mentioned in their T&C, part 10.3.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.

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