Betway Casino - Player’s having difficulties withdrawing her winnings.

Good Morning,

I hereby complain about the betway site.

I made a withdrawal request for € 377 on the last 30-10 day which was indicated to me that it would take up to 2 working days to keep the amount available in the account.

On 3-11 I sent my statement to prove how I did not receive any amount related to the € 377.

I have already spoken with several operators, all of whom indicate that they are going to address the situation and so far have not expedited any clarification or solution to the situation.

I've done several surveys on the site and until then I had no complaints to make.

They forward the situation from department to department according to them, even on the past 9th they sent me an email informing them that the order was processed and that they would receive the money because as of today I have not received the missing amount and have already contacted them again that indicate that they are going to address the situation. And deep down, I always walk in this plot that has no solution.

I have already made a complaint on the complaint portal and now I do it with you in order to help me with this situation. Because I don't think it is legitimate for the casino to take over an amount that should have already been paid and was not.

I sent all the documents they asked for to resolve the situation and even then nothing is dealt with. Even after being told that everything is already underway and taken care of.

They are not consistent in their responses and each person I speak to gives me a different version.

I have all the emails and screenshots of chat conversations with the operators who can check what I'm transmitting.

I ask for your help / intervention in solving this situation.

Thank you in advance.

Dear Mcmp,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

When exactly have you requested your withdrawal? Could you indicate whether this was your first attempt for a withdrawal? Have you received any confirmation from the casino regarding successful KYC verification?

Additionally, please forward the communication between you and the casino to kristina.s@casino.guru.

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

Good afternoon ,

account verification is done.

I have already received amounts from this site at other times and even received amounts after this one I claim.

however, I had the same problem again, since 11/13 I have been waiting for a value of 1500 € and so far I have not received anything.

the customer support service is terrible and so far I haven't gotten any response, even I've already sent an email and they didn't answer me!

I have already filed a complaint with several entities and will forward all documents I have by email.

thanks

Mcmp, do I understand correctly, that you've already received the amount of €377, which was originally this complaint about, and now you are waiting for a new (another) withdrawal?

Dear Mcmp,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.