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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.

Read our Betway Casino Review.

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!

Read the casino review

2 Responses

ThePOGG
November 11, 2019

Hi kitkatj - welcome to ThePOGG.com!

Unfortunately you have chosen to play with an operator that are both negatively listed with this service and who have been historically non-cooperative where complaints have been submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are very low.

Thanks,

ThePOGG

ThePOGG
November 26, 2019

Hi kitkatj,

Unfortunately Betway have informed us that they will not discuss this issue with our service. They have indicated that this is due to being a "regulated operator", but no part of any of the licenses that they are subject to place any barrier to their managing complaints via this service.

All we can suggest at this juncture is that you contact Betway's ADR eCOGRA.

Sorry we could not be of further help.

ThePOGG

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Agreement

kitkatj 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
  • Malta Gaming Authority
  • United Kingdom Gambling Commission

November 11, 2019

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.