Betway Casino - Player's withdrawal is delayed.

betway casino have said the payment was made on the 12/02/2024 via

Bank transfer.But im still waiting for this transaction and i am unable to communicate with them about the situation.

regards Orren

Dear orrenn1,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you were in contact with casino support and what did you discuss?

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

Best regards,

Tomas

Hi Tomas

I have had successful withdrawals from betway

Yes I have passed all verification

No bonus was used

I haven't been in contact with them I've used live chat bot that just goes around in circles

Regards prren

Could you please post a screenshot of your withdrawal request as it appears in your casino account?

Could you please post screenshots of your communication with the casino when you attempt to contact them regarding the issue?

You can post screenshots here, or alternatively send them to my email at tomas@casino.guru

Hi Tomas

I have sent screenshots to your email.

Looking forward to your reply

Regards orrenn1

Thank you very much, orrenn1, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello orrenn1,

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 in order to resolve the issue. Meanwhile, if you have any updates regarding your withdrawals, please let us know.

Dear Betway Casino, could you please provide an update on the status of the player's withdrawal requests?

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.

Hi Dominika

Thanks for your time.

Hope to get a response from betway casino.

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