My withdraw of 12000? was put on hold and asked for documents however i sent yjose documents and are accepted my account was fully verified. Since then they stooped to respond over mails. On live chat all the coustmer support say is "your account is under review by operation team and we cannot give time frame when this could complete".it was almost 10 days the review is pending and i started to lose hope on getting my winnings back. Kindly help me with getting my money back

Dear Ashish,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Lastly, how long ago your account was verified previously, and when was the last withdrawal requested?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Ashish,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"My apologies for the delay in response, i was asked to upload documents through a link which i never got. And they are not responding over mail andin live chat they are advising to mail going in circles again and again"

Thank you very much, Ashish, for getting back to us. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Ashish,

I’ll be taking care of your complaint from now on. I’ll contact the casino and try my best to resolve the issue. If you’re experiencing any issues replying in this complaint thread, feel free to contact me via e-mail. My e-mail address is [email protected].

I would like to invite Betway Casino to join this thread and participate in the resolution of this complaint.

We would like to ask Betway Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Ashish,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘Unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, there’s one more option left. I strongly recommend you to contact the Licensing Authority (Malta Gaming Authority) and/or the appointed ADR of the casino (eCOGRA).

Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is [email protected].

The casino can reopen this complaint anytime.