Betway Casino - Player's account has been closed after complaint.

Betway have broken every responsible gambling rule in existence with my account.

Betway set me a spend limit in August 2024. I noticed this when I couldn’t deposit and I contacted their social media team on X who told me I had been assigned a monthly spend limit of £1095.

The spend limit seemed to be working at first but I only withdrew £20 in August, withdrew £3900 in September but deposited £5000. From October to March I didn’t withdraw a penny and was losing roughly £1100 a month (sometimes it was going above but not by an awful lot). 

In March I started withdrawing quite a lot but I was still down over double my spend limit. I didn’t notice this because I had been winning a lot from other sites and I felt like I must be withdrawing enough on Betway to still be within my spend limit. 

It turns out I lost almost exactly £3000 in March and £2200 in April. I got all the figures from my account and calculated that Betway had allowed me to overspend £3831 since this spend limit. 

I asked about this on their live chat and they told me my limit was £2500! I have always known that companies are not allowed to increase limits unless requested and furthermore only after affordability evidence is provided. I never requested an increase nor did I send in any evidence of affordability at any point.

I spoke with someone from the UKGC who told me they are not allowed to increase limits without request. They also told me to write to Betway, make an official complaint and get a final response if they’re not cooperating. I did this, my complaint was full of evidence because I took screenshots of my NET position pages before they locked my account. They locked my account because I complained about the new limit they had added and I demanded it go back to the £1095.

I received a response on Friday which was just utter rubbish. They did not even address the issue of going over the spend limits and instead treated it as a random moan about limits and demanding refunds. 

There is plenty of evidence within my complaint to absolutely crucify Betway for what they have done and failure to do anything about it.

I have sent my complaint and my response to their response to the UKGC on Friday. I really hope this company wakes up and does the right thing.

The latest news as of yesterday is from the social media team who I asked about the situation. They said the customer service team is still looking into it.

I have only been able to upload 4 screenshots - I have many more.

Dear AQS2023,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betway Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that your account has been blocked? For what reason has it been blocked?
• How did you learn about your account being blocked?
• Have you raised a complaint with the casino's dispute department only, or have you escalated the issue with ADRs or UKGC already?
• Could you please share the evidence relevant to the assertion that the deposit limit didn't work according to expectations?
• Share the screenshots here or send the information to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Tomas,

I have responded via email and sent all screenshots. They don’t seem to be in order but you should be able to work out what the correct order is.

if you have any further questions, please just ask.

Betway are just trying to escape this issue by sending vague emails where they never address the actual issue which is how more than the spend limit is being spent. They have to refund the overspend by law. I know this because when it happened with another company they told me themselves and refunded me without me even needed to request them to.

I have sent all of the evidence and correspondence.

can you please let me know what is going to happen with this as it seems completely ridiculous.

This evil company does not even respond now and even when they did they completely avoid the issue.

They have responded and admitted they changed the spend limit. I had no knowledge of this. They cannot increase limits under UKGC rules unless requested and evidence is provided.

They are declining to pay what I spent above the limit they agree was £1095.

As far as I am concerned, they have to pay. I will go to small claims court if necessary because there is no way they can win the case.

They have not done what is required of them by law.

I have attached their nonsense

and my reply.

At this point Betway are more responsive than Casino Guru…

I will be closing this complaint here soon as Casino Guru are not responding.

Thank you for your patience, AQS2023.

We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.

I went over the evidence and the communication you provided.

Please note, we don't consider the deposit limits or spending limits to be a mandatory responsible gambling tool in online casinos, and this tool might work slightly differently depending on the casino. If the limits worked, in that it prevented you from depositing (or spending) more than it was set to, we might not conclude the casino acted unfairly.

If you believe the way the casino handled poorly how the spending limit was set up in your case based on information on the particular regulation requirements in effect, be sure to pursue the case with the ADR of the casino and then with the casino's regulator, UKGC, if you don't reach a resolution otherwise.

The casino has an obligation to provide the necessary details regarding the procedures to these entities, while to us, they cannot.

Based on the information you provided, the deposit limits were set by you, while the spend limit was managed by the operator. None of the circumstances seems to point towards a valid reason to request a refund from our point of view.

Please let me know if I overlooked any information, otherwise, the complaint will be closed.

You have overlooked the fact that they increased my monthly spend limit from £1095 per month to £2500 per month without me requesting it or informing me.

Even a credit card company must inform you for limit increases unless you state that they don’t have to.

Not only did they increase the limit, they did so after a 6 month period with zero withdrawals - this shows how greedy they are.

As far as I am concerned, they broke the rules by imposing a new much higher limit without my knowledge, permission or request. That is against the rules as an operator. Even if I had requested an increase it would and shouId have been like applying for a loan with a bank with many proofs required before it could be approved.

I understand your point of view.

From our point of view, the tool is entirely in the purview of the casino, subject to rules we can't judge as unfair based on the available information. The deposit limit you set yourself seemingly worked as you requested, or you haven't objected to how it was used.

Consequently, we don't view the situation as warranting a refund. If you disagree with our conclusion and believe you were misled, you can pursue the issue with the ADR and the regulator of the casino, as you hinted in the beginning, following the casino's dispute procedure: https://betway.com/p/terms/en-gb/ point 10.3

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues at any online casino in the future.