Betway Casino - Player's account has been locked.

I deposited $2350 in the last week using Mastercard and Betway doesn't allow withdrawing to Mastercard so I withdrew the money via interac using several withdrawals and I was waiting for the money to be deposited into my bank account. I also won $2000 and sent that goes withdrawal again. When I didn't see the funds I withdrew get deposited into my bank I tried contacting the casino via live support and I could not log in. I kept getting network lost connection errors. I cleared my cache, and tried a different browser, turning off wifi. Still same error. Then I tried to log in later that night and it said my casino account was locked after setting a password reset link to my email. I contacted the casino again and they asked me a series of questions to get my account unlocked but then said that 2 of the questions were incorrect. I know the correct answers to the questions. So my account remains locked and I'm not sure if it is just a log in error or they have confiscated the money for some reason but I did not violate any of the casino terms to lose the money.

Dear Jill21,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Which of your security questions were answered incorrectly?

Have you made any successful withdrawals from this casino before?

Could you please confirm if you passed the full KYC verification?

Please forward the communication between you and the casino that led to your account being blocked to veronika.f@casino.guru.

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

Best regards

Veronika

Dear Jill21,

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.

We’ve reopened this complaint at the request of Jill21. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following email:

The casino did not divulge to me which security questions that I had answered wrong.

Yes previous withdrawals to this casino were successful.

To my knowledge I was successful in the KYC verification.

When logging in I received an error message that that says my casino account is locked and that I must contact customer service.

Could you please specify the security questions asked?

To the best of my recollection the casino asked my postal code, phone number on file, address on file, last deposit method and amount of deposit and also last withdrawal method and amount. They said I answered 2 of them wrong but did not divulge what questions I answered incorrectly therfore my account remains locked.

Thank you very much, Jill21, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Jill21,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear Betway Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify why the player's account got blocked and how can the player request the activation of it?

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jill21,

I have tried to contact the casino 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 the eCOGRA – an alternative dispute resolution service (https://ecogra.org/contact-us/email address or link) 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 Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia