Betway Casino - Player's not able to withdraw his balance.

how did you go ... I wanted to make a claim for betway ... I had an account with the name topi12 at the time I wanted to make a withdrawal, I could not make the withdrawal because my username did not match my name on the card ... I spoke to the manager theirs and they wanted to know if I was the person, they asked me some security questions which I passed them and you told me to change my first and last name...after that they told me that we will change these... a few days passed and I wrote to you again, they told me to open a new account and the old one cannot be restored anymore... I asked them about the money I had in the account, which was 140 euros, they told me to send the bank documents to which I made the payment to them .. I sent everything they asked for but when I write support about this issue they just tell me you have to wait for feddback because we are looking into it ... 1 month has passed and I still haven't received a solution

Dear acmilanac94,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you created an account with incorrect personal details?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina

I send you email thanks for you support

Thank you for your reply, acmilanac94. Please understand that you must always enter correct and complete personal information. This is stated in the General T&Cs:

"You may not use Our Services:

...

3. if You provide incorrect or misleading information regarding Your identity, age or location, or refuse to provide information requested by Betway;"

I even checked the registration form and it is pretty clear which information is required during the registration. I am sure that no one would think that "First name" means a nickname:

Since you admitted to submitting incorrect personal details, there is not much more we could do for you. I can only recommend that you avoid such actions in the future.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion.