Betway not acknowledging complaint

I have tied in vain to contact Betway to issue me with a final letter outlining their decision not to refund me my money despite they opened an account and let a self excluded customer deposit almost 2000 euros. They have not once emailed me. Isn't there a complaint procedure that everyone is entitled to be able to use and for them to act appropriately. I need that letter otherwise their regulator won't look at my case. Has anyone any suggestions. Just to let you guys know. Despite the typo that was made to create the new account . I had been talking to a guy Michael from their chat and he admitted a mistake and error had been made I have not actually had any emails from them. ..

I also took the same details to 6 other betting companies with the discrepancy in my surname and every one of them as soon as I hit the create registration button rejected my new account. They knew who I was and that I was self excluded so it shows you that companies who claim its all your fault are in serious breach . They don't care like Betway and they don't even care as much to acknowledge my complaint I made.

Hello Antrimlisa, , we are very sorry that we could not help you with your complaint that you sent us two weeks ago. Unfortunately, we can't do much without cooperation with the casino. And as Jozef said, the decrease in the rating caused by unresolved complaints might help to change the casino's approach and the casino might decides to react. I'm keeping my fingers crossed that this isn't the definitive closure of the matter.

Thank you. These companies I truly believe they know who you are. I actually have given up hope of being able to stay away from gambling it has got its grips on me and has tore my life apart. When it's so simple to open a new account what hope is there for people like me. You know I was once someone who wouldn't part with 2 euros to have a flutter on the grand national. Now I'll never own a house. I'll never have anything in my life. My credit history doesn't exist and these guys don't give a toss.

Self exclusion means nothing and you'd wonder what is the point in it being there when companies do not blacklist you. The regulators have no idea I'd say as to whats really going on. They are barely scratching the surface mean while people's lives are torn apart because betting companies can and will take and take because they know people are vulnerable. I'm a nurse and to come from a place where you cannot cut corners or be irresponsible its shocking at what they get away with to make money. Sad reality is no one really cares.

Hi,

They have licence in UK and Malta. If I were you I will contact both licence.

Also file a police report to action fraud in uk (actionfraud.co.uk)

For UK you must indicate companies names :

• BETWAY GROUP LIMITED

KINGSWAY HOUSE,

HAVILLAND STREET,

ST PETER PORT GY1 2QE

GUERNSEY

• KAVACHI HOLDINGS LIMITED

KINGSWAY HOUSE,

HAVILLAND STREET

ST PETER PORT GY1 2QE

GUERNSEY

To maltese licence authority : C 39710 - BETWAY LIMITED

Send them an email to let them know you are taking legal way for your complaint, and also to alert the authorities about them.

Hi, I'm so sorry about all of that you have just described here and agree. The consequences of things are often quite painful. But I certainly wouldn't give up without a try if there still could be a hope for a solution. I wish you to focus your attention in the future on friendlier and more "beneficial hobbies" than gambling. Those that will bring more peace to your life than troubles and suffering. And thank you for sharing your story✨

This is the email I recieved from then yesterday

Thank you for contacting Betway Customer Care.

Complaint Summary

We received a complaint whereby you state that you were able to register another account, despite being Excluded and as a result requested a refund of deposits made.

Response

Betway would like to thank you for raising your concerns and we appreciate your feedback provided.

After a thorough review of your account, we can confirm that you were able to circumvent the Exclusion blocks placed on your Betway account Lisamac79 by altering registered account details.

Kindly be advised that as a responsible operator, Betway has numerous measures in place to prevent an Excluded customer from depositing funds into a newly registered Betway gaming account.

With that being said, Betway is limited to a degree in regard to preventing an Excluded customer from depositing, as the method of prevention relies on the customer’s details that they have registered, and not necessarily solely on the documents submitted. Should a customer register accounts with different details, this may not be detected, and a newly registered customer will be able to circumvent a previous Exclusion applied to a registered Betway gaming account. The primary responsibility does fall on the customer to make sure they provide the correct information when registering accounts, as well as not to register new accounts whilst being Excluded as this is not permitted.

We urge you to ensure that the details provided are correct and are not being altered in any way to bypass the Exclusion safeguards which have been put in place.

Based on the above, we regret to inform you that your request for a refund of your deposits made to Betway has been denied.

Whilst we do sympathise with your situation, we can confirm that with regards to Betway’s Social Responsibility provisions, we can confirm that all reasonable measures available had been provided to you.

Due to concerning statements made upon lodging your complaint, we would like to refer you to the following tools, should you require any further Responsible Gambling assistance

Well, don't hate me, but if an addicted player wants to play in the casino where he or she had self-excluded before, the easiest way is to alter the previously used details.

Register a new email, use a different variant of the first name, or use the middle name instead... Sadly, it works, this is a common practice. 🙁

I'm truly sorry for the issues.