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caEvensteven604
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7 August 2017 - 6:44pm

$40,000 in Withdrawals and still not paid from Betway!!!!!!

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$40,000 in Withdrawals and still not paid!!!!!
I have requested a withdrawal on July 28th 2017. for $40,000 And now 9 days later I still have the same response from the front line support team. Your withdrawals/account is with the operations team. I have deposited over $35,000 into my betway account throughout the year instantly. But When It comes to withdrawals I feel like I have to stress and jump over hoops about receiving MY money. I have passed the verification process and my account is verified with all the documents requested approved. I chose Betway because I have heard good things in change of management but now I feel like I am being treated unfairly and still don't know when or IF I will be paid. So this is my review of a large withdrawal from a high stakes casino player. I will update you guys and bring this to attention until it gets resolved. I have all chat logs and screens shots for anyone interested.

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auCL-Ed
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8 August 2017 - 12:39am
#1

This pretty much matches with my experience of Betway, along with a lot of other players, and it is noted in our review. They have always held withdrawals for a few days before paying and they have a bunch of payment limitation clauses and bonus win caps to try to prevent people from withdrawing big amounts. That said, if you have deposited that much in the past you should not be subject to the standard limitation of paying out only $4000 a week (which applies to players who have won 5x or more of their total deposits).

Let me know if you would like us to try and get in touch with management at Betway to see if we can get an explanation and move things along.

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caEvensteven604
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8 August 2017 - 1:09am
#2

Hi CL-Ed,
If you guys can contact betway management on the behalf of me to get an explanation and move things along I would greatly appreciate that!!! Please keep me updated along with everyone on the forum. Thank you!

auCL-Ed
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8 August 2017 - 1:33am
#3

No problem. I have the username you posted but I removed it from here for your privacy. I'll let you know as soon as I hear back from them.

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krcoolsongss
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8 August 2017 - 8:38am
#4

Oh, it is very bad of Betway. How could they treat a player like you !!!
I hope that your issue will be resolved as soon as possible.

Fingers crossed for you !!!

caEvensteven604
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8 August 2017 - 10:37am
#5

So, this is the email I got from them. My question is my deposits have been done through my visa card which has nothing to do with my bank accounts. It is a credit that is loaned to me by VISA. So what does this have to do with my bank account? I owe my VISA money now. Do I need to send in my bank statements or my visa statements?

Quote:

We hope you are well? We need you to assist us with your account as per below please.

Betway is regulated by the UKGC and they have certain requirements we must fulfil and this includes protecting you as a client and us as a company.

One of the requirements is to ask the customer for details of how they fund their accounts and sustain that level within their own means and also to make sure the funds used are not proceeds of criminal activity (Below is a link for you to view - it is quite interesting reading).

http://www.gamblingcommission.gov.uk/PDF/Duties-and-responsibilities-und...

So our request to you is provide a recent bank statement which shows a source of income that fits the criteria of you Betway account - this statement will need to show payments in from your employer or your business and deposits / withdrawals from Betway. Alternatively if the funds come from elsewhere (inheritance / insurance claim etc.) then you can let us know and we will ask for other proof. We are also aware of responsible gambling and making sure your activity on Betway is issue free.

If you can send in the three month statement ASAP it would be gratefully appreciated and we can release your funds once verified.

We must perform on all accounts that meet this criteria, we in no way mean to be intrusive and by reading that link I am sure you will understand this request is made by all gaming companies that are regulated by the UKGC. If you have any concerns feel free to contact and we can have a chat, but if you are happy to send in and it complies with process we will be happy to review your account if a reward is due. The document must be in a PDF version and most banks have this on-line facility.

You can send the documents to this email or support@betway.com with your username / DOB.

If you wish to discuss this further, I am happy to arrange a call later today or tomorrow?

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8 August 2017 - 11:58pm
#6

WTH? I am lost. I had no idea an online casino would ever request bank statements? Really? Is this normal?

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auCL-Ed
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9 August 2017 - 12:06am
#7

This can happen if someone makes a large number of deposits in a short amount of time and the casino wants to make sure that they are legitimate before they pay out a large withdrawal. The short answer is that yes they are within their rights to do that due to anti money laundering rules. However the obvious question is would they have asked for this information if you had not won such a large amount and had instead just continued losing? Its one thing to talk about pro-actively monitoring their customers for responsible gambling, but its pretty obvious to me that this is only being done at the withdrawal stage. We can only speculate on the motivations for that.

I did get an acknowledgement that they received my email and that it was being passed on to someone else but nothing more than that yet. In the meantime the only thing you can do is supply the documents requested and see what happens before taking any further steps. While this is happening, make sure that you don't get frustrated and play with the funds in your account.

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caEvensteven604
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10 August 2017 - 7:03pm
#8

I have sent in the requested documents. Now awaiting reply....

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auCL-Ed
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11 August 2017 - 1:30am
#9

I did get another response which was more or less useless, just telling me that they are looking into it.

Keep in touch and let us know how you go.

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caEvensteven604
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11 August 2017 - 1:45am
#10

I will keep you guys updated. I did find somethings he said quite surprising . Let me know what your thoughts are.

"
To answer this question, yes we do this with people who lose as well that we cannot verify their funding – normally we can use LinkedIn / Facebook / social media and local checks to verify and never have to contact clients, unfortunately with yourself we could not complete all checks and thus the process began."

Soical media was all I needed to verify......

auCL-Ed
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11 August 2017 - 1:58am
#11

Geez that is disturbing. What exactly are they looking for or hoping to find on social media? Maybe you need to post a few photos of yourself sitting on a yacht drinking champagne or something.

I would have the same problem as I don't even have a Facebook / Twitter / whatever else account.

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caEvensteven604
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11 August 2017 - 4:17am
#12

Lol! That is a good idea.

krcoolsongss
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11 August 2017 - 5:11pm
#13
CL-Ed wrote:

Its one thing to talk about pro-actively monitoring their customers for responsible gambling, but its pretty obvious to me that this is only being done at the withdrawal stage. We can only speculate on the motivations for that.

I remember that a few casinos sent me the notification to require the payment of proof, right after making a deposit. I mean that they instantly sent the messages. Probably, Guts, Betfair, Betfred, and a few more did it that way... Anyway... Smile

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krcoolsongss
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11 August 2017 - 5:13pm
#14
Evensteven604 wrote:

"
To answer this question, yes we do this with people who lose as well that we cannot verify their funding – normally we can use LinkedIn / Facebook / social media and local checks to verify and never have to contact clients, unfortunately with yourself we could not complete all checks and thus the process began."

Ah, what the heck they are talking about ? It is very strange that any casino sent this kind of message to a player who want to finish the verification as quickly as possible in order to get the withdrawal...

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bgsharpe
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12 August 2017 - 11:21am
#15
CL-Ed wrote:

Geez that is disturbing. What exactly are they looking for or hoping to find on social media? Maybe you need to post a few photos of yourself sitting on a yacht drinking champagne or something.

I would have the same problem as I don't even have a Facebook / Twitter / whatever else account.

No Wi-Fi at my yacht Ed, so I can't send the pictures Tongue

Jeez, I thought I'm the only one without facebook or twiter, started to think there's maybe something wrong with me Confused ...now I know there's something wrong with us both Ed lol

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lvblck
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12 August 2017 - 11:23am
#16

I'm just shocked to read all of this. It is insane that they are checking social media, I find it very unprofessional. Please update us when you get an update.

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12 August 2017 - 11:35am
#17

But yes it's a ridiculous to have to prove your identity with a social media accounts...some people have like 20 fake ones, if they have any doubts shouldn't allow you depositing but requiring id docs even before that I think.
Anyway, good luck with all that pal, it's a huge amount so I really hope they will pay you as soon as possible.

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lvblck
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12 August 2017 - 11:57am
#18

For example my social media is kimitated- I don't have Facebook or LinkedIn and on other sites you can't find me by my name. I agree if all verification with documents was done, it's completely unfair to just hold his money.

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caEvensteven604
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13 August 2017 - 6:34pm
#19
Quote:

The player mentioned below that the he funds his Visa debt via Income from his Business of which player has provided docs – Amazing
Player then also stated that he funds his debts via his winnings from NIAGARA FALLSVIEW CASINO – if player can proof his winnings, this will help us as per decision making process.

Lastly, referencing provided QIF docs, although Microsoft word can open the file it does not provide essential details of the statement i.e. credit limit, player’s name, Bank Name etc – If player can request that from his bank that would be great.

Now i have to provide proof of my winnings from NIAGARA FALLSVIEW CASINO. I sent them a picture of the cheque from my winnings.

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ushope777
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13 August 2017 - 8:22pm
#20

They are really taking this too far. Have you contacted them at all CL-Ed? If so, what are they saying? I would be SO angry by now, and if I received my winnings, I would certainly NEVER play there again.

Sorry they are putting you through all this to receive what is rightfully yours!

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Hope777

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auCL-Ed
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13 August 2017 - 10:52pm
#21

Yes I have contacted them and they have not really engaged at all. i.e. more or less "we are looking into it".

I'm half expecting them to ask for proof of the funds that you deposited into Niagra Fallsview, then when you provide that to ask for proof of how you earned that money, and then on and on ad-finitum until you're sending in statements from your parents saying that they gave you $5 in pocket money in 1971.

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caEvensteven604
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14 August 2017 - 1:27am
#22

Should I get legal advice or start more post on other forums? How can I get my money..

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14 August 2017 - 2:17am
#23

Wait and see what they come back with first. They are UKGC regulated which means you have avenues open to pursue them should they fail to pay you but as intrusive as this is, I think they are within their rights at the moment.

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lvblck
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15 August 2017 - 11:24am
#24

It's truly just ridiculous. I mean, what difference does it make about his deposits at some Niagara casino? Let's hope that you'll get your money later than never as in my opinion you have done nothing wrong.

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caEvensteven604
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15 August 2017 - 5:56pm
#25

This has been a Nightmare for me.... I have sent all required documents and I keep get requested for more and more...

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caEvensteven604
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15 August 2017 - 5:57pm
#26

I have been tempted to gamble my remaining funds but I chose to stay calm until this matter is resolved.

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caEvensteven604
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15 August 2017 - 5:57pm
#27

Thanks for the support.

bgsharpe
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15 August 2017 - 6:05pm
#28
Evensteven604 wrote:

I have been tempted to gamble my remaining funds but I chose to stay calm until this matter is resolved.

yeah that's probably the right approach there dude, try to be patient, this s big money...maybe it would all end good in the end.

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ushope777
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15 August 2017 - 9:01pm
#29
CL-Ed wrote:

Yes I have contacted them and they have not really engaged at all. i.e. more or less "we are looking into it".

I'm half expecting them to ask for proof of the funds that you deposited into Niagra Fallsview, then when you provide that to ask for proof of how you earned that money, and then on and on ad-finitum until you're sending in statements from your parents saying that they gave you $5 in pocket money in 1971.

Although you say they are "within their rights," CL-Ed, this just not seem right to me at all. It appears to me as if they are just stalling and not wanting to pay what is rightfully the player's money.

Of course, I have never had a big win, so I have nothing to compare it to, and I know you are far more knowledgeable (and patient, lol) than I.

Just seems extremely intrusive to me and like they are employing stalling tactics.

Hope777

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ushope777
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15 August 2017 - 9:03pm
#30
Evensteven604 wrote:

I have been tempted to gamble my remaining funds but I chose to stay calm until this matter is resolved.

No, don't do it! That is exactly what they want you to do while they are stalling.

Continue to hang in there, and STAY STRONG. Also, once you receive your money, if it were me anyway, I would inform them I am NEVER depositing a penny in their casino, or sister casinos, again. This is obviously horrible customer service. At least in my humble opinion.

Appreciate you keeping us posted and please continue to do so.

Good luck! Smile

Hope777

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