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Betway confiscated balance, after huge win

Discussion in 'Online Casinos' started by veera94, May 17, 2018.

    May 17, 2018
  1. veera94

    veera94 frivolous complaint - wasting our time PABinit

    Location:
    Finland
    <---- 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....
    [​IMG]

    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.
     
    Last edited by a moderator: May 18, 2018
  2. May 17, 2018
  3. NeverLucky

    NeverLucky is actually lucky sometimes

    Location:
    Germany
    Mouche12 likes this.
  4. May 17, 2018
  5. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    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.
     
  6. May 17, 2018
  7. dusky

    dusky Experienced Member

    Occupation:
    Programmer
    Location:
    England
    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.
     
    Mouche12 likes this.
  8. May 17, 2018
  9. veera94

    veera94 frivolous complaint - wasting our time PABinit

    Location:
    Finland
    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.
     
  10. May 17, 2018
  11. nutnut

    nutnut 30 day suspension - trollish behavior

    Occupation:
    IP consultant
    Location:
    england
    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.
     
  12. May 17, 2018
  13. Betreels Casino

    Betreels Casino Online Gaming Affiliate Manager

    Occupation:
    Operations Manager Betreels.com
    Location:
    UK and Gibraltar Licensed
    You need to stop commenting in public until your PAB is resolved. Holding thumbs for you. Betsafe is probably one of the top 10 biggest operators, so I don't see this hurting them.
     
    Last edited: May 17, 2018
    theapple, Jasminebed, dunover and 2 others like this.
  14. May 17, 2018
  15. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    @ 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.
     
    Betreels Casino and Jasminebed like this.
  16. May 17, 2018
  17. veera94

    veera94 frivolous complaint - wasting our time PABinit

    Location:
    Finland
    editor's note: removed image with personal info
     
    Last edited by a moderator: May 18, 2018
  18. May 17, 2018
  19. veera94

    veera94 frivolous complaint - wasting our time PABinit

    Location:
    Finland
    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
     
    Last edited by a moderator: May 18, 2018
  20. May 17, 2018
  21. shadow123

    shadow123 Experienced Member

    Occupation:
    programmer
    Location:
    midlands
    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.
     
  22. May 17, 2018
  23. veera94

    veera94 frivolous complaint - wasting our time PABinit

    Location:
    Finland
    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 ?
     
  24. May 17, 2018
  25. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall


    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.
     
    Last edited: May 17, 2018
  26. May 17, 2018
  27. veera94

    veera94 frivolous complaint - wasting our time PABinit

    Location:
    Finland
    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
     
  28. May 17, 2018
  29. bebo67

    bebo67 Meister Member MM PABnonaccred

    Occupation:
    Im on Google and write. Thats all you need to know
    Location:
    Ontario Canada
    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?
     
  30. May 17, 2018
  31. veera94

    veera94 frivolous complaint - wasting our time PABinit

    Location:
    Finland
    1st (real-barca x + Latvia-Finland 2)

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

    We are talking about 104 000 usd here.
     
    bebo67 likes this.
  32. May 17, 2018
  33. bebo67

    bebo67 Meister Member MM PABnonaccred

    Occupation:
    Im on Google and write. Thats all you need to know
    Location:
    Ontario Canada
    Wowzers! But did you break the rules in the first one with the bonus by playing it through with 2 bets?
     
  34. May 17, 2018
  35. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    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.
     
  36. May 17, 2018
  37. SpinUk

    SpinUk Senior Member MM PABnonaccred

    Occupation:
    Marketing
    Location:
    London
    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.
     
  38. May 17, 2018
  39. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    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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