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Betway - Closing winning account

Ruling

Found for the Player - Betway casino have informed us that they will not discuss complaints with anyone other than their appointed ADR service. As such they refused to review this issue.

Read our Betway Casino Review.

Player's Complaint

I signed up with a 50 complimentary spins bonus, I won around £15/16. I placed a £5 bet which won around £30, I Played slots with this and won £239. I placed a £5 bet on tennis over night which won £78 and played the other money to £228 and went to bed. When I woke I found my balance had been reduced to £10, I logged out to log back in again and see if it would come back however I couldn't log in again. I contacted Live chat who told me my account had been closed and they could not tell me why, and cut me off because they could not answer my querys So because I won off complimentary spins my account was closed and my winnings gone with no warning or reason.

Read the casino review

8 Responses

User icon
ThePOGG
January 23, 2017

Hi Vonne - welcome to ThePOGG.com!

Before going any further, can you tell me where you saw this promotion advertised?

Thanks,

ThePOGG

User icon
Vonne
January 23, 2017

HI,

Thanks for your reply, the promotion was from..

http://newnodepositcasino.co.uk/betway-casino-no-deposit-bonus/

User icon
ThePOGG
January 25, 2017

Hi Vonne,

Can you confirm what the odds were on the Tennis bet you placed?

Thanks,

ThePOGG

User icon
Vonne
January 25, 2017

I am unsure of the exact odds due to my account being closed and unable to access it, however it should have been between 14-15/1.

Roughly £78 returns, taking into account my £5 stake.

User icon
ThePOGG
January 30, 2017

Hi Vonne,

Thanks for the clarification. I'll contact the operator and see if we can find out anything for you.

Thanks,

ThePOGG

User icon
Vonne
February 6, 2017

Hi,

Is there any update on this, it has been two weeks, what are they playing at?

Thanks

User icon
ThePOGG
February 6, 2017

Hi Vonne,

Betway are routinely non-responsive to complaints posted with this service. While we are trying to contact them my honest expectation would be that we will not receive any response from them.

I'll let you know if we hear from them.

Thanks,

ThePOGG

User icon
ThePOGG
March 10, 2017

Hi Vonne,

I've managed to get to speak with the relevant individual in the Betway team. Unfortunately they've made an policy decision that they will not discuss complaints with anyone other than appointed ADR service. As such all we can recommend you do is contact IBAS or eCOGRA.

Sorry we could not be of further help,

ThePOGG

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Agreement

Vonne 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:

January 23, 2017

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