Betway Casino - Player’s deposit has never been credited to his casino account.

I have deposited 650 Rupees in in betway via net banking but the amount is not credited in my betway account but debited from bank account also I have lot of issues against betway but I love to play at betway that's the only reason I have not deactivated my account and open any another account on any another website I have also requested them to remove a ban from my promotions on my account a lot of times I have requested them to remove the ban I mail them a lot of time requested but they are not responding me properly and there they are unable to understand my concern so I request casino group to help me in the issue also

Dear Sohilshaikh51,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise which payment method you have opted for and if you contacted your payment provider/bank already? If there’s any relevant communication, please forward it along with a payment receipt to petronela.k@casino.guru.

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

Best regards,

Petronela

PS: regarding your bonus privilege being revoked, we have dealt with this issue in your previous complaint https://casino.guru/betway-casino-player-s-bonus-privilege-has-been-withdrawn and we were not able to help you with it. As we’ve explained previously, bonus privilege can be taken away at anytime for any reason or for no reason at all. 

I have use Net Banking method to deposit and I will share the deposit slip at the given email ID the transaction is successfully processed and the money is debited but the payment page on the casino its side was loading yesterday

Thank you very much, Sohilshaikh51, for your email. Could you please advise if you've contacted your bank already? They need to be part of the investigation. As I mentioned before, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not a receiver. 

I have not contacted by bank about this transaction but I will do it right now and tell you what they said

Perfect. Please keep me updated.

Amount has been sent successfully to merchant account reply from bank also want to say received 2 different Replies from casino for bonus privileges issue I will send it to you if you allow

Please forward your payment receipt.

Sent to petronela.k@casino.guru

Thank you very much, Sohilshaikh51, for the payment receipt. As I mentioned earlier, if the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account. Given that it's less than a week now since the unsuccessful transaction (28/02/2021), I will set the timer for additional 7 days and if there's no development by Thursday next week, we will intervene. Thank you very much in advance for your patience.

OK I will wait till next Thursday

Thank you.

11 march now waiting from 12 days

Thank you very much, Sohilshaikh51, for getting back to us. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I will now try to contact the casino and let them know about your issue.

No update since 15th day gone

I have waited so long I think casino Guru should intervene now

Not fair with the customer have to wait so long for receiving own money very upset

Unforunately, we haven't receveid any answer from the casino yet. We are still trying to get in touch with them. However, if they won't respond within the next 7 days, we will be forced to close the complaint as unresolved which could lead to casino's rating deduction.

And what about my money

But where is my fault why should I lose my money I don't have any benefit if their rating goes down

Unfortunately,

If the casino won't respond there is nothing we can do with it as we are a 3rd party site. All we can do in cases of unresolved complaints is to reduce the rating of the casino to make it more relevant for other players.

No problem

Any updates on this

Unfortunately we have,pt receive any answer from the casino. I'm really sorry that we could not help you more with your case but as the casino is non responsive, we will be forced to close the complaint as unresolved, which could negatively affect the casino's rating. Please do not hesitate to contact us if you will come across any other trouble in the future, we will glady try to help.

Best regards,

Nick

Casino.guru