Betway Casino - Player is experiencing difficulties with his verification.

Hi all! I want to share with you the problem of the incompetence of this bookmaker! this completely sucks, initially I want to tell you that these are scammers who deliberately delay payments, I’ll explain why:

1. On November 24, they asked me for documents to withdraw funds, they did not send instructions on where I should send these documents. On their website I found instructions that documents should be sent to the email address "verify.uk@betway.com", I sent them there. They do not send any response about whether my documents were received!

2. On Monday, November 27, I asked the support service about the results of the check, they told me that they had not received any documents from me, although I sent them everything on the same day that they asked me to (if necessary, I can provide all the screenshots ). They asked me to send them the documents again to the address: "verify.uk@betway.com" and I did it (I can also provide screenshots). The support service representative notified that the documents had been uploaded and that the results of the verification should be awaited. Their website states that verification takes 24 hours. As a result, I waited 4 days and they sent me a letter saying that I needed to upload the documents again to a completely different address, although before that their employee assured me that the documents had been successfully received!

In total, they are deliberately delaying my winnings, I provided them with documents twice!

I am looking for justice from you and I hope that you will help solve this problem! This bookmaker is completely incompetent and he does not value his reputation at all!

To confirm my words, I can provide screenshots for everything!

Dear eragell78, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

I can see in your screenshot no. 4 that the casino asked you to send your photo ID on 30 November. Have you sent them the requested document already?

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, 

Veronika

They initially asked me for a photo back on November 24th, I sent it to them! after 3 days they asked to send the photo again to the same address, I did it! 6 days later they asked for a third time a photo of my documents, but to a completely different address!I sent you screenshots that show that I sent documents on November 24 and 27!

I have reviewed the screenshots you provided me. However, the casino requested you to provide more photos for verification on November 30th. Therefore, to assist you further, I would like to confirm if you have submitted any additional documents to the casino after this date. Can you please let me know if you have submitted any further documentation to the casino?

Dear eragell78,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.