Betway Casino ZA - Player’s bonus reward has been delayed.

I have signed-up with Betway on 27 March 2024 as a new player. I deposited R1000 with the intention of accepting the sign-up bonus 100% deposit match.

I am yet to receive the bonus. I have queried numerous times and each time I am given a 24hour turnaround time for the resolution of the query. To date, I STILL have not received the sign-up bonus and I have been given incorrect information by the "support" online chat - which was acknowledged telephonically. I have used online support chat, email and called but still unresolved.

The deposit match seems to then be false advertising and one cannot trust this site based on my experience.

Dear TaniaS63,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any promotional offers from this casino in the past?

• What was the exact reason why a promotional offer couldn’t have been applied to your account?
• Could you please advise if you have tried communicating this issue with the casino?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru.
• Have you already played any of your deposited funds, or is the entire deposit still inside your casino account?

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Have you redeemed any promotional offers from this casino in the past? No, brand new account that I have signed-up.

What was the exact reason why a promotional offer couldn’t have been applied to your account? No idea. Waiting on feedback. I have been told that this will be applied and I am still waiting. I signed up on the 27th.

Could you please advise if you have tried communicating this issue with the casino? Yes, every single day since signing up and the only feedback that I have received is that it has been escalated and that it will be resolved within 24 hours and the bonus credited. 7 days later and still waiting.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Have you already played any of your deposited funds, or is the entire deposit still inside your casino account? Played the deposited funds without the bonus (as have not received the bonus)

UPDATE: I have received the bonus after another phone call. I signed-up on the 27th of March 2024 and have received the promised sign-up 100% deposit match this morning - 8 days and a few hours later.

Thank you, TaniaS63, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Thank you. Please close as resolved.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, TaniaS63, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru