Betway Casino - The player's bonus was not credited.

Full disclosure, the disputed amount is only the amount of the deposit.

They have a promotion running where you can receive a spin on their Super Prize Wheel if you deposit $20 and then wager $20.

I did that, received a pop-up notification saying I qualified, yet no such spin was to be found.

Upon contacting their nearly impossible to reach support, he was dismissive of what I had to say. He then said that I failed to spin my spin within the allotted time frame (which was about 15 mins). I was then told to email support.

After emailing and attaching the chat transcript, I got an auto-reply stating that the email address is no longer actively monitored.

I then got a second reply (from the same guy I spoke to in chat) asking me to provide a screenshot of the notification I received.. which is obviously impossible to do.

I replied saying I will just cut my losses and play at a more user friendly casino, as Betway appears to be on the outs.

I don't expect anything to come of this, but I do feel that their 7.5 rating is much too high for a casino who has cut the RTP to 94% and makes support nearly impossible to contact.

Hello linedancehippie,

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 is your account fully verified? Is it possible to forward the specific link or information regarding this bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Shortly after filing the complaint, the casino manually credited me with the minimal guaranteed reward of five free spins.

As stated earlier, this complaint isn't about recovering a specific amount of money. It's more about their rating being too high for a casino that treats their players in this fashion.

Here is their response:

The issue here, is that I just so happened to make my deposit and meet the wagering requirements right near the end of their day.

They also tell me to wait ten minutes after meeting the requirements for the spin to become active. However, during that time, they switched over to the next day, which essentially "expired" my spin.

Their dismissive attitudes and nearly-impossible-to-reach support should be cause for concern for anyone, and I feel that a more in-depth review is definitely something that should be considered by Guru staff.

Thanks for taking the time to read my complaint.

Hello linedancehippie,

If you also do say that you have finished the wagering of the deposit by the end of the day, it might have caused some system issues in the casino which caused this problem. After all the casino credited you with spins even if not the exact same way they should have.

We unfortunately can't punish the casinos for such issues as system errors might happen even in best casinos but until the casino can help the players to solve it out there is basically nothing we can do.

Is there anything else we can assist you with?

Dear linedancehippie,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.