Betway Casino - Player's account was blocked.

I had played a mixture of roulette and sports betting at beltway until they recently requested verification documents, which I supplied. But they did not reopen my account and refuse to send me my funds siting only a breach of rule 7 which is very vague. I don’t need to play there again so don’t care about the account being closed. But obviously I want my money back.

Dear Lucygal,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your account has not been marked as verified? Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Hi Kristina

Thanks for your response. All required documents have been supplied and as far as I am I a, fully verified. Their dispute is that I breached their rules (but I don’t know how).

All the best

Thank you very much for your reply, Lucygal. Have you accumulated your winnings with or without an active bonus? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Lucygal,

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.

Hi

There was no bonus involved in accumulating the money.

Unfortunately, the communication where they first told me they wouldn't send me my money was in a live chat so I don't have a copy of it. However, they recently emailed me this:

Upon the registration of your Betway account, you accepted Betway’s Terms and Conditions, entering into a binding contract between yourself and Betway. Kindly refer to sections 6.1 titled What is a Prohibited Activity? and 7.2 titled Suspension and Closure by Us due to a Prohibited Activity.

Thank you very much, Lucygal, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi Lucygal,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Betway Casino to the conversation to participate in the resolution of this complaint.

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.

Thanks kindly Peter

Hi Lucygal,

I've contacted every single available contact we have but the response is very weak and uncertain. We can extend the timer one last time until tomorrow and if the casino doesn't reply by then, the complaint will become unresolved.

Hi Lucygal,

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 the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/guide/complain-about-a-gambling-business). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter