Betway Casino - Player's account locked following verification submission.

Won 4k basically and after they ask to submit bank statement after i did they just locked the account and do not answer any email or anything.

Dear neiras1992,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer, betting on sports)
• Did you achieve your current balance with or without an active bonus? 

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

Hi,

I was playing only few days, i use to play on other casinos as well, but this one i picked because on google was recommended.

When i try to withdraw they send i need to verify with bank statement so i used my wise bank account statement where they can clearly see i paid for there casino to deposit funds. And then next day account says locked. I seen in trust pilot many people have same issue when they win thry lock your account and then your stuck with no options.

I play only slots, so i did win on multiple slots and as i cant login it should be balance something like 3998 euros on the account.

I achieve without bonus, i never take bonus in a case i need to double my amount to be allowed to withdraw.

Is similar thing happened with leovegas casino i won on first day like 5k and i try withdraw so they start asking for documentation that they keep rejecting and just waisting to you wouldn't be able to withdraw, so i just waisted the money on that casino and left. I actually moved to betway and again nonsense.

As well on top of everything i want to add that i can see the reason could be closed as spain is not allowed betway, but im Irish resident and my wise bank acc is linked to my holiday home in Spain and bank statement was Spansih address but im not Spansih resident and i was gambling with my Irish mobile data, and i have Irish bank if is required to prove anything.

Have you deposited with your bank account associated with your Irish address? Do I understand correctly your bank account in Spanish bank is not connected to your Irish resident address? Have you explained your circumstances regarding your residency status to the casino at any point? Have you received any response?

Please send me any relevant communication you received from the casino regarding the issue to my email at tomas@casino.guru

Dear neiras1992,

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.

I got an email from them asking why i have send bank statement of Spanish bank, so i told them that i have in spain holiday home, and use wise when i travelling, regardless how it is im not spanish resident and im full allowed to play in there casino, i did submit them Irish bank statement and my driving licence in Ireland. No response yet from them

Could you please confirm you filled your casino profile data with your Irish address, which is the same as the one on the documents you provided to the casino recently?

I'll await your response.

Hi, yes i think i did. Would be easier to actual if i could login and see but they have locked me out.

Thank you very much, neiras1992, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello neiras1992,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Betway Casino to join the conversation and participate in the resolution of this complaint.

Dear Betway Casino,

Can you please provide more information regarding the status of the player's account verification?

Kind regards,

Adam

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 dont answer any emails, ignoring as usual.

Hello neiras1992,

Just to keep you updated, I have received a response from the Casino via Skype, and they are going to look into the situation and provide further information.

Kind regards,

Adam

Hello neiras1992,

I am yet to hear anything further from the casino so I will extend the timer in accordance with our policies. As soon as we have more information I will provide an update.

Kind regards,

Adam

Okey, thanks lets wait.

Hello neiras1992,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Betway Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Hello neiras1992,

The casino stated that they would be providing you with an official response, can you please provide an update? Have you heard anything further from the casino?

Kind regards,

Adam

Dear neiras1992,

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.