The player from the United Kingdom had his account closed without notice, with customer service citing safety and security under section 7.1 of the terms and conditions, which he disputed. He requested the return of his remaining balance of 1,277€, but did not receive a response regarding the withdrawal. The casino adopted a "No Reaction Policy" and did not respond to any attempts at communication or negotiation. We were unable to resolve the complaint due to the casino's consistent lack of cooperation and therefore closed the case as unresolved. This lack of response affected the casino’s overall rating and served as a warning to other players.
Betway Casino - Player’s account has been closed unexpectedly.
Unresolved
Our verdict
No reaction policy
Black points: 182
Amount: £1,277
Betway Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
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2 months ago
Dear Ahmed Hussain,
Thank you very much for submitting your complaint. I am truly sorry to hear about the issue you are experiencing.
Unfortunately, we have received multiple complaints concerning this particular gambling establishment. Despite numerous cases being submitted, the casino has adopted a "No Reaction Policy" and has not responded to our attempts to resolve these matters through negotiation.
To better understand your situation and assist you more effectively, I would like to ask you a few questions:
- Which games did you primarily play (slots, live casino, sports betting, etc.)?
- Had you successfully completed the account verification process before losing access to your account?
- Were your winnings accumulated while using an active bonus, or without any bonus?
Your responses will help us assess the situation more thoroughly and determine the most appropriate course of action.
Thank you very much in advance for your reply. I look forward to assisting you further.
Best regards,
Petra
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2 months ago
Dear AhmedHussain,
Unfortunately, we have reached a point where we are unable to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation. However, this casino has 10+ cases closed as "No Reaction Policy," which clearly shows that it is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand that this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could change the casino’s approach.
Regrettably, we have no other choice since it seems to be a common practice for Betway Casino to completely ignore our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives, as well as with affiliate team members. Unfortunately, all efforts to resolve any issues have died as the complaints grew in numbers. We strictly recommend staying away from Betway Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
Best Regards,
Petra
