Betway - £9.5k confiscated
Found for the Player - The Betway group failed to respond to this complaint and appear to have instituted a Spirit of the Bonus fund confiscation. This is an absolutely unethical practice that would not be upheld by any reasonable law. This combined with their failure to respond to other complaints at other mediation services will result in them being listed as Not Recommended in their upcoming reviews.
Betway aren't paying me my £9,500 balance.
So I signed up to Betway casino on the 1st of November. I got their initial sign up bonus of £250 for a £250 deposit. I played Break Da Bank Again with £27 spins first of all and then played lower spins and completed the wagering with £1500 in my account and requested a payout.
The next week I logged in again, I was going to reverse my withdrawal but it was no longer in there so I decided to do the next deposit bonus of 25%. I deposited £100 and got a £25 bonus. I done £7 spins on Break Da Bank Again that time and lost.
Then I deposited again, £1000 this time for the final sign up bonus of 50% up to £500. This time I done £45 spins on Break Da Bank Again. I was down to my last £15 On BDBA when I got a £9,300 win (missing out on a £93,000 win by one reel position!). I then completed their wagering requirement, never betting more than £45.
So I had two pending withdrawals, one of £1500 and one of £7942.
They asked for my ID documents, which I sent to them. Then they asked for certified documents, which I also sent straight away as I already had them done a couple of months back.
Then they sent me this;
Following a review of your account, we have identified that you are in breach of the casino’s standard Terms.
Please refer specifically to the following clause:
- Before any withdrawals are processed, your play will be reviewed for any irregular playing patterns. In the interests of fair gaming, equal, zero or low margin bets or hedge betting, shall all be considered irregular gaming for bonus play-through requirement purposes. Other examples of irregular game play include but are not limited to, placing single bets equal to or in excess of 30% or more of the value of the bonus credited to their account until such time as the wagering requirements for that bonus have been met. Should the Casino deem that irregular game play has occurred, the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings.
Please be advised that your deposit of 1,350.00 and that all winnings gained as a result of said bonus has been confiscated.
So I emailed them back explaining that I never broke any of those terms. My bets were miles under the 30% max bet and I hadn't broke any of the other rules.
They emailed me an exact copy of the first email so I explained it again.
They then sent me this;
Thank you for contacting Betway.
Please be advised that after reviewing your account, our Operations Department has made the decision that your withdrawals that were made on your account will be confiscated.
This decision is an indefinite one at this stage. You are welcome to take this decision further and contest it with eCOGRA, who is aligned to rules of the Lotteries and Gaming Authority of Malta, where we hold our gaming licence and they are our industry regulator/auditor (http://www.ecogra.com)
We thank you for your understanding in this matter.
I noticed on your site there's a case about someone keeping the slot complimentary spins for use when their balance goes down to zero, to avoid the wagering requirements.
My balance DID go down to zero when I got complimentary spins, but I couldn't help that as it was my last bet. I didn't 'save' the complimentary spins from a previous bet and I still had to complete the wagering as normal. Maybe Betway have got confused and think I have done that?
Also, I just noticed that another casino I won at recently is part of the same casino group. I won £7,500 at Hippodrome Online and they have just paid me out fine. I played the same game Break Da Bank and I am the same person, so I am not sure why they paid that one and not the Betway one.
I was going to contact eCogra, but I have heard they are not truly independent, so I thought you would be the best bet.
the casino review
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