I ordered a withdrawal from my betway account about a month ago. The account was verified and I was already receiving withdrawals from it. My withdrawal has not arrived. The next three withdrawals I ordered also did not come. On the chat I received information that I should confirm the address. I sent a confirmation, and after 5 days it is still verified. During the chat another employee says that I have to resend the address confirmation, which I have already sent and which they received (I have an email confirming the delivery) . I have been waiting for almost a month for my money. The amount is about 300 euros 

Dear kamkowfunt,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Yes, my withdrawals are still pending. I don't know where the problem is. I have already sent several times all the documents they asked. A month ago I received two small withdrawals from them.The next ones were already pending. Two weeks ago I asked on the chat about my money. I received a reply that they sent me an email asking me to confirm my address. I did not receive this e-mail (I also checked my spam folder). After sending confirmation of my address my account was locked. 

Thank you very much, kamkowfunt, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Betway Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello there,

Thank you kamkowfunt for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betway Casino for their help in resolving this complaint. We would like to know why was the account locked and why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Gambling Commission itself (https://www.gamblingcommission.gov.uk/contact-us). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter