Betway - refusing to pay winnings

Ruling

Found for the Player - As has become standard for this group, Betway has refused to discuss this complaint citing their license despite there license not presenting any barrier.

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Player's Complaint

I set an account up with Betway 5/11/2019.

I was told I needed to send in my documents for KYC.

I sent my Driving license in and utlility bill in. I went to sleep to find out the next day my account had been fully security checked and verified and I was good to go.

I deposited £30 on the slots , shortly after I lost .

I then made another deposit of £35 which I managed to build up a balance to £450 which I cashed out.

I was told my withdrawal was processed and on its way to me .

A few days later I still hadn’t received the money so I contacted live chat where I was then told my wiithdrawel had been frozen and I would not be receiving the money as I had a linked account .

Whilst on live chat they wouldn’t provide me any details about the linked account just told me I wouldn’t be receiving my funds but I would get my deposit refunded .

I deposited £65 and won £450!!

My account was security checked and fully verified , both deposits worked perfectly no problem and I was playing the slots for a good 3 to 4 hours with zero problem .

They only time there is now a problem is when I want to cash out the money I won fairly.

I never have dealt with such a shoddy online casino .

I have a copy of the chat log I have just had with a member of their team.

No real questions I’ve asked have been answered about this other account they are saying I’ve made .

And how the hell was I able to make 2 different deposits , my documents fully security checked and verified ?

I have read previous complaints on here other players have made and I know they aren’t great at talking to you but this cannot be allowed to happen!

They can’t take players money and then not pay out what they have fairly won!

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2 Responses