Betway Casino - Hráč má potíže s výběrem své výhry.

Good Morning,

I hereby complain about the betway site.

I made a withdrawal request for € 377 on the last 30-10 day which was indicated to me that it would take up to 2 working days to keep the amount available in the account.

On 3-11 I sent my statement to prove how I did not receive any amount related to the € 377.

I have already spoken with several operators, all of whom indicate that they are going to address the situation and so far have not expedited any clarification or solution to the situation.

I've done several surveys on the site and until then I had no complaints to make.

They forward the situation from department to department according to them, even on the past 9th they sent me an email informing them that the order was processed and that they would receive the money because as of today I have not received the missing amount and have already contacted them again that indicate that they are going to address the situation. And deep down, I always walk in this plot that has no solution.

I have already made a complaint on the complaint portal and now I do it with you in order to help me with this situation. Because I don't think it is legitimate for the casino to take over an amount that should have already been paid and was not.

I sent all the documents they asked for to resolve the situation and even then nothing is dealt with. Even after being told that everything is already underway and taken care of.

They are not consistent in their responses and each person I speak to gives me a different version.

I have all the emails and screenshots of chat conversations with the operators who can check what I'm transmitting.

I ask for your help / intervention in solving this situation.

Thank you in advance.

Bom dia, 

Venho por este meio reclamar acerca do site betway. 

Fiz um pedido de levantamento de 377€ no passado dia 30-10 ao qual me foi indicado que demoraria até 2 dias úteis para ficar com o valor disponível na conta. 

No dia 3-11 enviei o meu extrato a comprovar como não recebi qualquer valor relativo aos 377€. 

Já falei com diversos operadores todos me indicam que vão encaminhar a situação e até agora não agilizaram qualquer esclarecimento nem solução para a situação. 

Já fiz diversos levantamentos no site e até entao não tive reclamações a fazer. 

Encaminham a situação de departamento em departamento segundo eles, inclusive no passado dia 9 enviaram-me um email a informar que o pedido foi processado e que iria receber o dinheiro pois até a data de hoje não recebi o valor em falta e já contactei com eles novamente que indicam que vão encaminhar a situação. E no fundo, ando sempre neste enredo que não tem solução. 

Já efetuei uma reclamação no portal da queixa e agora faço-o convosco a fim de me ajudarem com esta situação. Pois não acho legítimo que o casino se apodere de um valor que já devia ter sido pago e não foi. 

Enviei todos os documentos por eles pedidos para a resolução da situação e mesmo assim nada fica tratado. Mesmo depois de me indicarem que já está tudo encaminhado e tratado. 

Não são coerentes nas respostas e cada pessoa com quem falo me dá uma versão diferente. 

Tenho todos os emails e prints de conversas no chat com os operadores que podem comprovar o que estou a transmitir . 

Peço a vossa ajuda/intervenção na resolucao desta situação. 

Desde já obrigada. 

Dear Mcmp,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

When exactly have you requested your withdrawal? Could you indicate whether this was your first attempt for a withdrawal? Have you received any confirmation from the casino regarding successful KYC verification?

Additionally, please forward the communication between you and the casino to kristina.s@casino.guru.

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,

Kristina

Good afternoon ,

account verification is done.

I have already received amounts from this site at other times and even received amounts after this one I claim.

however, I had the same problem again, since 11/13 I have been waiting for a value of 1500 € and so far I have not received anything.

the customer support service is terrible and so far I haven't gotten any response, even I've already sent an email and they didn't answer me!

I have already filed a complaint with several entities and will forward all documents I have by email.

thanks

Boa tarde ,

a verificação da conta está feita.

ja recebi montantes desse site em outras alturas e até mesmo já recebi valores depois deste que reclamo.

no entanto voltei a ter o mesmo problema , estou desde dia 13/11 aguardar um valor de 1500€ e até agora não recebi nada.

o atendimento no apoio ao cliente é péssimo e até agora não obtive qualquer resposta inclusive já enviei email e não me responderam !

já apresentei reclamação em várias entidades e vou encaminhar por email todos os documentos que tenho.

obrigada

Mcmp, do I understand correctly, that you've already received the amount of €377, which was originally this complaint about, and now you are waiting for a new (another) withdrawal?

Dear Mcmp,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re forced to reject 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.