Betway confiscated balance, after huge win

[veera94]

<---- 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.

 

[NeverLucky]

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.

 

[Harry_BKK]

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]

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]

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]

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.

 

[Betreels Casino & Sports]

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.

 

[maxd]

@ 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]

editor's note: removed image with personal info

 

[veera94]

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

 

[shadow123]

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]

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]

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.

 

[veera94]

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]

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]

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

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

We are talking about 104 000 usd here.

 

[bebo67]

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]

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]

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.

 

[The Dude]

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.

 

[veera94]

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.

Thank you for your concern, but I have started to lose hope while dealing with betways people. And now when I have to push this trough gaming authorities my hopes vanished.

So i went public, just to make sure that betway just doesn't simply walk away from this without community knowing the story here. I prefer share everything as it happens than many weeks later while getting email that MGA doesn't see any reason to make betway to change their final decision.
This is what searching similar cases 48 hours does to you. When was the last time MGA ruled favor of customer ?

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 ....

That was the first thought i had, but mixing my own funds to this case really doesn't add up. Other side has nearly endless pockets and sounds like fighting windmills.

You people have to understand that as that huge win happened I was thinking about buying own apartment and now that dream has taken.

And the brutal part is, that I'm pretty sure that they would have paid eventually that 500€, when i had 9004€ in my balance - as they reopened my account that time.

So that huge win seems to cost me that... There was zero accusations or anything like that before that major winning from Jungle Spirit.

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.....

Please do ! I made complaint to eCOGRA already yesterday, but I haven't been contacted yet.

 

[The Dude]

And it is not really a wise thing to do - post your real name and other identifiers here. This ends up in Google pretty fast. Not a smart move.

 

[The Dude]

...So i went public, just to make sure that betway just doesn't simply walk away from this without community knowing the story here. I prefer share everything as it happens than many weeks later while getting email that MGA doesn't see any reason to make betway to change their final decision...

This doesn't make any sense. If you were legitimately owed Euro +80K, you should have immediately found a lawyer to deal with this. These are properly licensed casinos and will be forthcoming in any civil court. Trying to drag their name though the mud will just screw up your chances.

What are you thinking??

 

[bebo67]

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.

I see now where number 10 is in bold.

 

[The Dude]

Just to add: we do not condone bad mouthing casinos to "get even". Either you have a legitimate case that can be dealt with properly, or you are ...