Betway Casino - Player’s struggling to withdraw her winnings.

On the 13th/2/2023 I had won $900 with betway casino, under no bonuses

I put in for a withdrawal, I needed a new card verified. So I sent in all photo ID and bank details they asked for ( I have used this casino for years and have had all cards and accounts previously verified) while waiting for card to be verified I asked for a bank transfer withdrawal. Few days later I received an email stating that my new card had been verified and my $900 withdrawal had been REPROCESSED (which I did not asked for) I waited over 5 days and nothing showing in my bank so I contacted betway live chat and they said they had processed my withdrawal into my SWIFT account and gave me last 4 numbers, I then told them I dont and never have had a swift account and that was not my account, a day later I received an email stating my swift account withdrawal was unable to be processed as name and swift account didnt match. I then said please reprocess to my bank card that was verified. 2 days later I contacted them again and they said they cannot process to my new card as my bank does not accept payment from them?????.

So I had to open a new option of withdrawal and went with Neteller and asked them to process my withdrawal to my neteller account. They then said all this new account needs to be verified and I have to send all photo ID etc to them AGAIN. It has been 4 days and I just contacted them again to be told they still trying to sort neteller getting verified and i have to be patient. I think ive been more than patient, and now just getting the run around... can some one please help

Dear peachesvk,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

I hope that the Neteller withdrawal will be successful this time. Please keep me informed about any further developments. Thank you in advance for your reply.

Best regards,

Petronela

Hi. Yes I fully understand that not all options work over here in NZ, more concerned that 1: they changed my withdrawal method without being ask to and 2 it wasn't even my account that they changed it to and 3 ive been asked to send same ID etc over and over again even thou they said via email it had been verified and finally they keep saying will be completed within 48 hours and never is I wait at least 3 to 4 days then I message them again to be told nothings new or I need to send id etc again. Have had withdrawals with betway many times as has been a great online casino for about 3 years, just dont understand why its all so hard this time.

Thank you very much, peachesvk, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Betway Casino to ignore us in our attempts to mediate any kind of issue. Despite a couple of unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello peachesvk,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. Please be informed that Betway Casino has often ignored us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints, we keep on trying.

We would like to invite Betway Casino to join the conversation.

Dear Betway Casino,

Can you please provide some information regarding the player's withdrawal? Why was the player's payment method changed? Which payment methods are available for the player to use?

I received an email today, stating that the NEW preferred withdrawal method is no good and needs to be changed...this is the 4th time they have done this to me....even thou they told me to go via neteller etc which I did, I did a deposit via neteller to their casino which worked fine, and now they are saying AGAIN I need to change to a different method.... this is so so frustrating. I asked for help via live chat and they just kept sending same message 3 times stating I need to change it again, and offered no further information

ALSO wondering why they have a good reputation on this site as a rating if they won't help to resolve anything?

Dear peachesvk,

I understand your frustration, but please keep in mind that we can't force the casino to cooperate with us.

We try our best to contact the casino and find a solution to the issues if possible, but it is up to the casino if they are willing to cooperate.

I have contacted all the contacts we have for Betway Casino, so I hope they will respond to me soon.

Which was the latest payment method the casino recommended to you?

Thanks Michal,

They told me to use neteller or skrill. I choose neteller, and got an account with them and jumped through hoops to get account verified, betway have then instead of using my email put in my neteller customer number and then emailed me saying the withdrawal hasn't worked and I need to change preferred method of payment again. I talked to them again via chat and said this to their agent, he said oh I see what you mean about your neteller they should have used your email and he has ( once again) esqulated this with the payments team.

This now is the second time they have loaded account information incorrectly 1st time was a swift account which wasn't mine as ive never used swift and now my neteller account.

Dear peachesvk,

I understand your frustration and agree that this kind of customer support is not what we like to see for such a big brand, but unfortunately, this is beyond our control.

As I have mentioned above I have contacted all the contacts we have for Betway Casino, so I hope they will respond to me soon.

Finally after a month an a half... betway have processed my withdrawal!!!!

Dear peachesvk,

This looks like good news, do I understand correctly that your issues have been solved and you have received your withdrawal successfully? Can we consider your complaint to be resolved?

Yes I have received the money I to my account... thankyou so much for your time

Great news, peachesvk. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal