Betway Casino - Player's account was blocked after verification submission.

I placed a bet on a game, won, and my balance became R$420,00. The company requested verification via email, and I sent the requested documents on 09/03/2024. As of today (24/03/2024), I haven't received any feedback. I mention this because the company's website states that verification takes between 24-48 hours. I have been contacting the website's chat daily in search of a solution and was told that they would return to me by email. However, in the last 4 days, my account was blocked without any explanation.

Dear heyjenny,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Betway Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

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? Has your account been blocked due to unsuccessful verification?

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

Best regards

Veronika

Hello Verônica, I sent my proof of address and my document with photo, this on 03/09/2024, after that on the 11th I was sent a link that I received by email and I sent you my selfie photo, together with the documents such as you requested. Since then, this was my last submission. I was not informed about the reason for the block, I just want to withdraw my money

Please forward me all the communication between you and the casino's customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

In these prints, I, Jennifer, got in touch again. There have been numerous times that I have sought contact to request the withdrawal, they (BETWAY) said that they had received new information 4 days ago and nothing got back to me during this period, and what's funny is that they didn't get in touch. contact by email still as reported and for the 3 or 4 time I will have to resend verification documents by email/link which I don't know when they will resend to me, remembering that we are already moving into a new month and there is no value for me and there is no verifying my account

Thank you very much, heyjenny, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello heyjenny,

This is Dominika and from now on, I will be taking care of your complaint. I would like to invite Betway Casino's representatives to join this discussion to resolve the issue.

Dear Betway Casino, could you please state the reason why the player's account was blocked?

Best wishes,

Dominika

Casino.Guru

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.

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/contact-us/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). 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 (dominika.l@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Dominika

Casino.Guru