Betway confiscated balance, after huge win

veera94

frivolous complaint - wasting our time
PABinit
<---- Please retweet !





I opened my account to betway.com 6.5.2018.
Firstly i made my deposit and took part to their sportbook bonus offer (100% bonus)
I placed two winning bets and bonus was completed.
Then i made 500€ withdraw (8.5.2018) to my Neteller.
After I made withdraw i continued to play, but this time live blackjack.
During the same day i got information how to verify my account.
I sent all needed pictures and waited. I sent email about my verification process and was told that pictures are fine and account is verified (13.5.2018) They also called me to verify my details (14.5.2018)

Yesterday (15.5.2018) I was told that my withdraw has been paid yesterday (14.5.2018) I managed to win during my live black jack sessions and my balance was 9004€ (+500€ withdraw) 15.5.2018

Then strange thing happened.

I was kicked out from their site. But before i refreshed i saw that balance was 0.00€, betway points showing correct amount tho.
I contacted live chat and I was told that account is closed and the decision is made by manager, and all the information I'm able to get is contact him. I was given email and I sent email to that address, as well to Finnish support.
Finnish support was the same I have been in touch with my verification process. Support told that yes, account is locked, but Operation team will open it very soon.

I replied to hers email asking multiple questions and next time she replied saying that account is now reopened and all of the funds have been refunded back to my account. I wasn't happy for this simple reply for my questions so i replied again asking questions.
She didn't reply, so I decided to call to betway. I asked to Finnish speaking support, but there wasn't any at that time able to take my call (6pm). I left callback request. Nobody has called. I also saw that indeed - my balance was taken from my account, but refunded back later when my account was closed...
Later during evening i got English email from Finnish support asking about new proof of address (that was strange as i was told that documents was accepted and account is verified, by Finnish support and also English support) But i sent new picture about another utility bill and got reply that they got it.

Today(16.5) I also continued to play, live black jack and later some slots.

Balance was sailing little a bit, but third slot gave me a huge win....


Now my balance is 88 478 €

And this is life changing money - as I would be able to get buy own apartment with this.

After that huge win i stopped to play and started to wait information about my account and withdraw.

But now latest what has happened is that casino has done exactly the same as yesterday ;

My account is closed, funds has been taken and support said that they are unable to give me any further information.
 
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Harry_BKK

Meister Member
CAG
mm1
Unfortunatly, it seems like Betway does not have a Rep here and is unwilling to discuss Player Complains (see: Betway Casino Review, trusted & updated Info | 2018 - Casinomeister ). Im not sure i can give you any advice on what to do here, maybe @maxd or @Casinomeister can. Best of luck to you, i hope you will receive your winnings.
She filed a PAB, hence Max will be on to it. As per PAB rules she should not make any further posts regarding the matter.

Let's hope she gets paid as that is a lot of dosh.
 

dusky

Registered
This is yet another monumental f**k up it seems. If there are problems with an account, you close it and don't allow (2 re-openings) and one withdrawal!

I really hope you get your money, that as you say is a life changing win.
 

veera94

frivolous complaint - wasting our time
PABinit
This is yet another monumental f**k up it seems. If there are problems with an account, you close it and don't allow (2 re-openings) and one withdrawal!

I really hope you get your money, that as you say is a life changing win.
You quite hit the nail on the head there. But there was only one re-opening. (closing and re-opening happened between max 2h. @ 15.5.2018)
And all what I did with my account, was that I continued to play live blackjack and also started to play slots (that I haven't done before 16.5.2018)
So basically from casino's point of view I won way too much moneyyyyyyyyyyy.
 

nutnut

Meister of Infractions
jesus thats one large sum of money and serious amount of luck you have had.

I hope you get paid do not give up they have no right to sieze your funds or account. go after them for every penny.
 

maxd

Complaints (PAB) Manager
Staff member
@ veera94 : the others have mentioned that you should stop posting while your PAB is in progress -- and normally I would insist on this (see PAB FAQ section 3.12) -- but Betway has made it perfectly clear that they will not discuss player complaints with us (see Betway Casino Review - In the Grey Zone). In other words there's very little we can do for you on the PAB so there's not much point in sticking to the PAB rules. Given the situation I am going to cancel your PAB and you are free to post about your Betway problems as you see fit. Hopefully I will be able to assist you better on any other PAB issues you may want to bring to us.
 

veera94

frivolous complaint - wasting our time
PABinit
editor's note: removed image with personal info
 
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veera94

frivolous complaint - wasting our time
PABinit
editor's note: removed image with personal info

My reply to their hazy reply about terms and conditions seems now silly. How to prove something I did not do ?
Nevertheless their reply says it all. Its all what i can get with being conversation with them....

I have to wait what MGA, IBAS, eCOGRA and GamblingComission have to say to my case here.

But it seems that all these different authorities are sitting on the same side of table. But let's see.

Its also worth to mention that these problems started after i increased my balance playing live blackjack.
My balance were 3404,60€ when i made my 500€ withdraw to Neteller, and I successfully verified my account.

And it seems that it would have been ok to be with 9004€ balance and have 500€ pending withdraw as they reopened my account very same day when they closed it.

But this last plot twist - hitting that 76900€ bonus game winning.... that was too much
 
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shadow123

Senior Member
MM
Would help if they were a bit more specific about which term had been violated,seems
from their reply that feel they are on solid ground and are justified in seizing the winnings.
 

veera94

frivolous complaint - wasting our time
PABinit
Well, they can do whatever they want and justify it with their terms and conditions.

Totally different thing is the legitimacy.... From peoples view they are pissing to the customers eyes and there is nobody to stop them.

What's really the difference if about 50 people who saw this case remembers not to join to this casino ?
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
My reply to their hazy reply about terms and conditions seems now silly. How to prove something I did not do ?
Nevertheless their reply says it all. Its all what i can get with being conversation with them....

I have to wait what MGA, IBAS, eCOGRA and GamblingComission have to say to my case here.

But it seems that all these different authorities are sitting on the same side of table. But let's see.

Its also worth to mention that these problems started after i increased my balance playing live blackjack.
My balance were 3404,60€ when i made my 500€ withdraw to Neteller, and I successfully verified my account.

And it seems that it would have been ok to be with 9004€ balance and have 500€ pending withdraw as they reopened my account very same day when they closed it.

But this last plot twist - hitting that 76900€ bonus game winning.... that was too much


But this last plot twist - hitting that 76900€ bonus game winning.... that was too much
Jesus, you shouldn't be posting full private e-mails with the senders' contact details and full names on a public forum. If you're serious about the complaint I'd edit this ASAP or else you could have the mods take some action against you. You'll find those e-mails will have confidentiality warnings at the bottom, bear that in mind! Simply remove the names and addresses and just leave the vital text in, or preferably don't do it at all.
 
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veera94

frivolous complaint - wasting our time
PABinit
Jesus, you shouldn't be posting full private e-mails with the senders' contact details and full names on a public forum. If you're serious about the PAB/complaint I'd edit this ASAP or else you could have the mods take some action against you. You'll find those e-mails will have confidentiality warnings at the bottom, bear that in mind! Simply remove the names and addresses and just leave the vital text in, or preferably don't do it at all.
Relax, I have made this open case with my Twitter account and as casinomeister told that they are unable to solve this since betway doesnt co-operate with PAB:s
 

bebo67

Meister Member
PABnonaccred
MM
Curious on two accounts. How were you able to do the bonus play through of a 100% on your first deposit in two spins? Also how much is the final win in Canadian?
 

veera94

frivolous complaint - wasting our time
PABinit
1st (real-barca x + Latvia-Finland 2)

2nd (Ik Sirius - Örebrö 2 + Canada-Denmark 1)

We are talking about 104 000 usd here.
 

bebo67

Meister Member
PABnonaccred
MM
1st (real-barca x + Latvia-Finland 2)

2nd (Ik Sirius - Örebrö 2 + Canada-Denmark 1)

We are talking about 104 000 usd here.
Wowzers! But did you break the rules in the first one with the bonus by playing it through with 2 bets?
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Relax, I have made this open case with my Twitter account and as casinomeister told that they are unable to solve this since betway doesnt co-operate with PAB:s
I know, but allowing you to discuss it in public doesn't mean you can post confidential stuff from a third party - I'm just saying be careful.
 

SpinUk

Senior Member
PABnonaccred
MM
The letter seems to indicate “illegal activity” but thats not particularly helpful for the OP. That kind of money id be i’d be in touch with a solicitor for a win split on the winnings deal. Someone should take it up on those terms, even if its a local maltese solicitor.
 

Casinomeister

Forum Cheermeister
Staff member
It seems like they (Betway) is highlighting fraudulent activity in their response. I am guessing they are referring to identity theft. I would recommend contacting eCOGRA. They should be able to help you out. I'll even give them a heads up that you are going to submit a complaint to them.

It would be well worth your time to do this - for this kind of money. I would contact them and secure a solicitor. If you are legit, of course.

If you choose eCOGRA, please let me know and I'll give them a heads up.
 
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