Betway Casino - Player’s account verification is denied.

Hello,

I would like to make a complain on this casino since it is impossible to pass verification with them.

They blocked my account and requested proof of address document, ( I have uploaded my passport over automated process which was easy) however after they requested additional document I have problem because their support mail gives automated reply "This mailbox is no longer monitored and your email will not be responded to."

I've tried reach them over livechat support 4 times and everytime there is a queue of 40 people and when I reach ~5 It disconnect me, what makes them impossible to reach them. Proof of address document I sent 4 days ago and there is no confirmation if they even receive it, literally nothing.

Hello wernyyyy123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betway Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello Nick

They sent me request on 20.06.2024 for additional document ( proof of address )

My passport has been approved I think as It was uploaded over automatic up-loader.

I sent this document a week ago as a reply to their request but I got automatic reply that this mail is not monitored anymore. I sent it to another mail and did not receive any reply still so I don't even know if they got this document.

It is impossible to contact them as 40 people in que is about 5 hours of waiting to pass 35 people, I wasted about 10 hours already and I got automatically disconnected just before my turn, this is why I decided to make a complain because their support is probably the worst I have ever met.

Hello,

Seems like that they verified my account as I managed to get in touch with them over live chat finally, however this is awful service despite my account got "verified" and I'm able to withdraw, my balance is 204EUR I have 604EUR in unsettled bets, the guy in live chat was repeatedly telling me that these bets are settled and tried to tell me that I used this money to place other bets while only open bets are from 19.06.2024 for those 604EUR ( they were placed before verification request),

I was trying to refresh my session multiple times and even tried to re-login few times however it did not help and I heard only it is the issue on my end.

He decided to disconnect from chat at the end and I'm forced to wait again few hours to pass 40 people que, this is really unbelievable, literally the worst customer service ever, It should be rated as 0.

Hello wernyyyy123,

I'm glad to hear that the verification is complete. Unfortunately, we do not deal with sport betting related issues and we also recommend 14 days for the withdrawal.

Is there anything else we could assist you with or can we consider the case as resolved?

Hello

I would like to withdraw my money however they withhold it as unsettled bets from 19.06.2024 that official score was released same day.

If you can't help me in that case please don't close this complain instantly as I would like to wait until they fix settlement and withdraw my money but I'm unsure if they won't be making any problems with withdrawal too.

Hello wernyyyy123,

As the unsettled bets are in sports betting, we will forced to close the complaint for now. In case if you have issues with the withdrawal, please contact me on nikolas.b@casino.guru and we will reopen the case.

Also keep in mind that if the withdrawal is pending less then 14 days, we can only recommend to wait.

Best regards,

Nick