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Betway - closed my account and refused to return my balance
Ruling
Declined - This issue has already been submitted to the operator’s official ADR/received a ruling from another ADR.
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Player's Complaint
I am writing to complain about an issue regarding Sports Betting with Betway. I have already raised the issue with this organisation and it has not been resolved to my satisfaction in the several months since I first contacted them. I have now exhausted their complaints procedure.
On 19th September I decided to withdraw my balance of £630. I didn't receive the money so after some time I asked them what happened to my withdrawal. On the live chat I was informed that they took a decision to close my account and witheld my funds. I complained about that decision. On 8th December 2022 I was asked to complete an additional verification using a Jumio link provided by them and I did it on 10th December 2022. I was supposed to upload pictures of my ID card and a live picture of my face by the link, which I did. On 14th December 2022 I asked the support about my case and they confirmed that they received my verification documents on 10th December and that they were processing it.
Although that, after some time they decided to keep my my account closed and not return the funds, giving the reason that I didn't fulfilled their request to submit the required documents and live selfie - which is false. I got even the transcripts of all my chats with their support, which include the clear confirmation of the support member that they received the additional verification documents from me. The transcripts were delivered by Betway, after my request. I can share it with you.
As I am sure you understand, my overall experience has been extremely frustrating
3 Responses
Yes I did and I'm very disappointed with their behavior as they took the decision basing on false facts.
"• Betway furthermore allowed for [EDIT] to verify his documents complete the Jumio Liveness verification request, which is an additional online verification check.
• [EDIT] will be required to click on the link provided in the email and submit the required documents and live selfie.
• This request has not been fulfilled."
That's obvious false, as I finished the additional verification request ( I clicked the link, took pictures of my ID and my face by Jumio, and send that)
I have the proof of that because after I sent the documents I asked bout them on live chat and one of their support members confirmed that they received the additional documents from me and they were being processed. I have the transcript of the chat from Betway (sent by Betway).
Hi dzejek899,
If you have already taken the claim to the operator's official ADR, we cannot intervene in this claim.
Sorry we cannot be of further help.
ThePOGG
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Agreement
dzejek899 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
- Betway
- United Kingdom Gambling Commission
- Malta Gaming Authority
- Betway Limited
May 6, 2023
Hi dzejek899 - welcome to ThePOGG.com!
Have you already contacted the operator's ADR eCOGRA about this matter?
Thanks,
ThePOGG