Betway Casino ZA - Player’s account has been closed.

My account was locked for no reason and it had money. Now when I contact Betway, they always tell me to wait 23-48 hours when the time lapses they tell me to wait for more days. Truth is nothing is being done

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I have been a player for 3 plus years & account was blocked mid December

slots

nope straight win

Still waiting for a response

Dear Chantal25,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Betway Casino ZA representative to join this conversation.

Dear Betway Casino ZA,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

Account was unlocked last week Monday but I still can’t do withdrawals 😫😫

Dear Chantal25,

Thank you for the update. I understand how frustrating this situation is, especially since your account has already been unlocked but withdrawals are still not available.

I would like to inform you that I have attempted to contact Betway Casino ZA outside of this public complaint thread in order to obtain clarification and speed things up. Unfortunately, so far I have not received any response from the casino.

At this moment, we will still need to wait for the casino’s official reply. We remain hopeful that they will respond soon and provide a clear explanation or resolution regarding the withdrawal issue.

Thank you for your patience. I will keep monitoring the situation closely and will update you as soon as there is any progress.

Dear Chantal25,

I just wanted to check in with you while we are still awaiting an official response from the casino.

Could you please let me know if there have been any changes on your side since your last update? For example, whether withdrawals have become available, if you received any message from the casino, or if you encountered any new error messages.

Thank you for keeping us informed. I will continue following up with the casino and will update you as soon as I receive their response.

Hello.. I tried making a withdrawal on Thursday & my account was locked again 😭💔

Dear Chantal25,

Thank you very much for your update. I’m truly sorry to hear that your account was locked again after attempting a withdrawal. I completely understand how upsetting and exhausting this situation must be for you.

Unfortunately, despite multiple attempts to contact the casino, we have still not received any response from their side. At this stage, we are entirely dependent on the casino’s cooperation in order to move forward with the case.

Please note that if the casino fails to reply before the complaint timer expires, I will be forced to close the complaint as "unresolved" due to the lack of communication from the casino’s side. While this is not an ideal outcome, an unresolved complaint negatively affects the casino’s rating and may encourage them to address the issue.

In the meantime, if you receive any communication from the casino, or if there is any change in your account status, please let me know immediately by replying here.

Thank you again for your patience and cooperation. I will continue monitoring the situation until the timer ends.

Dear Chantal25,

Thank you for your patience throughout this process.

Despite multiple attempts to contact the casino, both within and outside this public complaint thread, we have not received any response from their side. Unfortunately, there is very little that can be achieved without the casino’s cooperation. For a complaint to be successfully resolved, all three parties – the player, the casino, and our team – must be involved in the communication, which has not happened in this case.

As a result, I will now mark this complaint as unresolved in our system.

I fully understand that this is not a satisfactory outcome for you. However, unresolved complaints negatively affect the casino’s rating and may encourage them to address the situation. Should the casino decide to react or provide clarification, we can reopen the complaint, and you will be notified by email.

I am truly sorry that we could not be of more assistance on this occasion.

Best regards,

Barbora