Betway Casino - The player's account got blocked.

I played in a casino, then I wanted to withdraw funds. a week later I contacted the support service, sent the documents and my account was blocked. The mail with which I registered was lost. please look into the situation

Hello a76Ashford11,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betway Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block your access to your account while it is ongoing.

Looking forward to your answer.

Regards,

Nick

The verification process has not even begun. The casino reported that my account was blocked and the money was confiscated. Communicated yesterday with the casino they reported about it.

Hello a76Ashford11,

Did they specified the reason of blocking your account? How much was your remaining balance on your casino account and did you ever deposit there?

They indicated the reason by referring to their point of the rules. (I don’t remember which one - they answered in live chat). I don't agree with this. Yes, I made deposits of 200 pounds. Now on the account 600 pounds

Hello a76Ashford11,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru before we would try to get in touch with them?

Hello a76Ashford11,

Based on the casino's respond, you are allowed to withdraw your funds from there. Did you request for it by mail since they closed the account?

Also please note that once you will have no remaining balance there, the casino is allowed to permanently close your account.

Thank you a76Ashford11 for all the information provided. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello a76Ashford11,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, could I ask you to clarify if you have played casino games or placed sports bets?

We would like to invite Betway Casino to join the conversation and participate in the resolution of this complaint.

Dear Betway Casino,

Can you please explain the reason for the player's account having been blocked?

Kind regards,

Adam

Casino only, may be i bet 2 bets, cant remember

Dear a76Ashford11,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Betway 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Dear a76Ashford11,

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 eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) - and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the UK Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/complaints).

Please let me know how the ADR responded (adam.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Adam