Betway - £9.5k confiscated

Hi eggyman12 - thanks for getting in contact.

Before I can move forward to discuss this issue with Betway casino, I need you to provide me with the Username and Email address you use with Betway.

Once you've done that I'll make effort to contact Betway.

ThePOGG

Hi eggyman12 - thanks for forwarding on those details.

I've emails Betway and I'm now awaiting a response.

*Point of interest - their affiliate contact form is not currently functioning as the drop down 'Enquiry' field does not provide any options to select, but the form won't send without a selection.*

ThePOGG

Hi eggyman12,

I've not had any response from Betway. I'll try again at the end of this week.

Thanks.

ThePOGG

Hi eggyman12,

I've just tried to contact Betway casino via their live chat service and the response is as follows;

Our support team will be with you shortly. You are currently number 1 in the queue. We estimate that you will be answered within 0 seconds.

Click on the ‘Close’ button (see top right) at the end of your chat to rate your service agent

You are now chatting with '[EDIT]'

[EDIT]: Hi there ThePOGG

[EDIT]: How are you?

ThePOGG: Hi [EDIT], I represent ThePOGG.com. We've recently had a player submit a complaint about Betway casino and I've tried using the email support form a couple of time without any response. Could you put me in contact with the right person to help resolve this player's issue for me?

[EDIT]: ThePOGG the player would need to contact us directly regarding their complaint

[EDIT]: Should they wish to raise the matter further, they are welcome to contact eCOGRA directly

ThePOGG: I'm afraid that would result in a negative report for Betway casino and that's what I'm trying to avoid - there's no legal barrier to the discussion of player complaint with 3rd parties as long as the correct permissions are granted and we don't consider eCORGA independent as they are funded by the casinos that use their service, a huge conflict of interests

ThePOGG: furthermore the Betway group are Accredited at CasinoMeister

[EDIT]: ThePOGG, we cannot discuss any player's account with any third party

ThePOGG: simply put they wouldn't hold that status if they were unwilling to discuss player complaints

ThePOGG: so the bottom line is that you do discuss player complaints with a 3rd party

ThePOGG: I'm looking to provide the opportunity for Betway to present their side of the story

ThePOGG: but if they are not willing to do that, I have to take the complaint at face value

[EDIT]: Once again ThePOGG, we are unable to discuss any player's account with anyone other than the players themselves

ThePOGG: well I've done everything I can to help you including pointing out your errors

ThePOGG: please forward this conversation on to a member of your management team

ThePOGG: if they change their mind regarding this issue they can reach me at [email protected]

ThePOGG: otherwise a report will be published at the end of this week

[EDIT]: Is there anything else I may assist you with ThePOGG?

ThePOGG: just insure the issue gets escalated to your management team and that's everything that's [EDIT]

Your chat transcript will be sent to [email protected] at the end of your chat.

[EDIT]: ThePOGG, as previously stated it is against our security policy to discuss any player's account with any third party

[EDIT]: Please have a good day further

ThePOGG: [EDIT], I'm not asking you to discuss the complaint as you've informed me that you don't have authorisation to do so

ThePOGG: but I am asking you to forward this conversation on to your management team, a request I've made several times now but you've not confirmed actioning?

[EDIT]: ThePOGG, why previous answer to your question directly relates to your request to have the matter escalated. As we do not engage in discussion of private player information with 3rd parties, there is unfortunately no escalation which can take place in this respect.

[EDIT]: But as I have mentioned the player is more than welcome to contact us and discuss any concerns they may have on the account

ThePOGG: so you're saying that you have final say on all customer service issues [EDIT]? I suspect you're acting above your role in this capacity

ThePOGG: none the less, if you're saying that your word is final, there's no facility to me going round you so I can't do anything further. As the customer is unhappy with the responses they've already received from your team, simply telling them to contact you again would be unfruitful, though I will pass this along all the same. It would appear that players have not valid course of action with your group.

[EDIT]: The player is more than welcome to contact us directly to discuss their concerns

[EDIT]: Alternatively, they may contact eCOGRA directly

[EDIT]: Do you have any more questions or queries ThePOGG?

ThePOGG: certainly not [EDIT] - if you're good conscience gets the better of you feel free to pass my contact details on to your management team, the deadline will remain the same

Wow, what a joke.

Can't believe these people are allowed to advertise on English TV. I am going to complain to Trading Standards

Well with nearly a week extra Betway have failed to offer any sort of response. This is highly disappointing from a group that have held Accredited status with CasinoMeister. Their status with CM would make it highly doubtful that they "do not engage in discussion of private player information with 3rd parties" as they would have to be willing to discuss complaints with CM to gain Accredited status in the first place. That being the case, the chances are that we simply cannot reach anyone authorised to discuss player issue and between their affiliate email form not working, failure to respond to repeated emails and their exceptionally unhelpful support staff, there really is nothing I can do to get round this.

I'm sorry that I couldn't be of greater assistance eggyman12. In this instance I'd suggest contacting CasinoMeister who may have in roads with this group that I don't have access to.

ThePOGG