Hi there,

I'm contacting you to ask for help. On September 11, 2023, I accepted a welcome bonus and played casino games on Betway Casino. I wagered my winnings and immediately submitted the necessary documents as requested, including proof of address and identification documents. 

I've also finished the additional email verification process, which required me to send my ID and a live selfie.

Unfortunately, a full month has gone by and I have not heard anything about the progress of my account verification or the status of my withdrawal request. I've emailed their support team several times, but I've never heard back, and the live chat agent doesn't appear to know when my account will be checked out properly.

Your assistance in settling this issue would be highly appreciated.

Kind regards,

Nika

Dear punjekn16, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

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, 

Veronika

Kindly,

I understand the circumstances completely, and I find it disappointing that there hasn't been any communication in this regard. When I registered I submitted my ID and proof of address. In addition, I successfully finished the email-sent verification check that was sent eleven days ago. So, I sent the last documents 11 days ago.

In conclusion, a whole month has passed since my registration, and during that time, I have not received any specific updates about the state of my account. 

Kind regards,

Nika

Thank you for your response. Before we proceed with your case, could you please specify when was the last time you communicated with customer support of the casino and what it was about?

Hello,

I asked how long it will take to complete my account's verification on October 16th during a live chat session. Sadly, they couldn't give a precise response. In addition, I sent an email on October 14 asking for updates regarding my account's verification.

Thank you very much, punjekn16, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear punjekn16,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Betway Casino representative to join this conversation and participate in resolving this complaint.

Dear Betway Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Update: They asked me for ID verification again 3 days ago ( I had to take a picture of my ID and took a live selfie via link). I completed that verification again and sent them the proof via email.

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,

Stefan