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Betway refusing to honor their own Welcome Promo

Discussion in 'Online Casinos' started by CasinoNinja, Feb 9, 2018.

    Feb 9, 2018
  1. CasinoNinja

    CasinoNinja Experienced Member

    So I've been signed up to them for a while, but actually not deposited until I received an email 2nd February,saying I could receive 200% match bonus.

    Betway refusing to honor their own Welcome Promo: upload_2018-2-9_10-50-25.png,Feb 9, 2018

    Their terms:
    *Terms and Conditions apply. See below for more details.

    Match Bonuses: This offer is valid until 23:59 UTC Monday, for selected customers only. 2) No opt-in required. 3) Min. deposit of £10 required. 4) Offer 1: 200% Match Bonus on 1st deposit. 5) Offer 2: 200% Match Bonus on 2nd deposit. 6) 50x bonus wagering applies on slots. Higher wagering applies on all other games. Classic Blackjack, All Aces Video/Power Pokers, Jacks or Better Video/Power Pokers, all Baccarats, all Craps, Red Dog and Sic Bo do not contribute. Sportsbets below 1.29 odds do not contribute. 7) Irregular betting patterns will invalidate your bonus (for example wagering 30%+ of bonus in single wager or bonus stacking). 8) Withdrawal limitations (£50 max. withdrawal from free bonus). 9) Other conditions apply

    So that seems all fine and dandy, I deposit £60, play a bit and notice that I have not received a bonus. I contact support on the Saturday and get told that the promo does not work during the weekend and they will get back to me on Monday. I even receive a phone call from them on Monday saying they are looking into it.

    First they tell me it was not added because the promo expired on the 29th of January, but I tell them again I got the email on the 2nd of February and forwarded them the email, I wait and I wait.. and this morning, nearly a week later I get following email:

    Thank you for choosing Betway UK. We hope this email finds you well.

    We have received feedback from our Operations Department, we can confirm that the 200% match offer was received on the 27th January 2018 and the email was opened on your end the same day.

    Unfortunately this offer has expired on the 29/01/2018. We are unable to grant the 200% match offer to your deposit at this point in time.

    We hope this had shed some light on the matter. We thank you for all your patience.

    Should you require any further assistance feel free to contact our friendly help desk. We are available 24 hours a day, 7 days a week for your convenience.

    Kind regards,


    The Betway Team"

    I flipped and told them yet again that I received the email the 2nd of February, and provided them a screenshot of it.

    Then I got this response:

    Thank you for choosing Betway UK. We hope this email finds you well.

    Thank you very much for taking the time to send through the screen shots.

    As the funds have been played out already, we are unable to credit any match offer to the account. We have done a full review of your account and there was no match offer available on the 2nd of February 2018.

    Should you require any further assistance feel free to contact our friendly help desk. We are available 24 hours a day, 7 days a week for your convenience.

    Kind regards,


    The Betway Team

    In the meantime, I received another email on the 7th for another Match bonus of 200%, so it's not like they wouldn't be able to offer me it.

    The rep in here has not been online since 2016, so I don't know if there is any point of contacting them to solve this. I have not completely played out my initial deposit either but that's not the issue, I expected a welcome bonus based on the terms in the email.

    I still can't believe how many times I had to tell them about the email being sent to me on the 2nd of February.
  2. Feb 9, 2018
  3. 4048

    4048 Experienced Member

    Site manager
    I haven't played on Betway but many bonus systems literally requires the money on the account to be able to add the bonus with the correct terms.

    I've worked for a casino with non-sticky bonus and we were able to grant the welcome bonus even if funds were gone, but I've also worked for a everymatrix casino where we were literally unable to add bonus unless there were funds on the account matching the requested bonus.
  4. Feb 9, 2018
  5. CasinoNinja

    CasinoNinja Experienced Member

    The main issue I'm having with them they refusing to admit their promo team made a fault, they say that I had no active bonuses that I could add that day.
    Instead they are blaming me. It's not very attractive for a first time depositing customer to get blamed for something they made a mess about.
  6. Feb 9, 2018
  7. mellody

    mellody Experienced Member

    Hi, not much help am afraid, but I've been with a few betway sites, since the Palace group abandoned the Uk n transfered my accounts over. They are NEVER wrong, currently wearing the t-shirt!, trust me and give up now, move on and save yourself the head stress!
  8. Feb 9, 2018
  9. Lincolnuk

    Lincolnuk Senior Member MM

    Company owner
    Most casino state if your bonus dont go on then you need to contact them before playing any funds
  10. Feb 9, 2018
  11. incrediblestuff

    incrediblestuff SearchingForTheHolyGrail! CAG webmeister

    Currently: Self employed, Previously: Manager
    Mostly the Netherlands
    Yeah that sucks..

    I had a similar issue with them back when they were MG only...\
    Signed up via mail, and it was definitely an active promo - had checked the terms, was eligible, but then they stated some bs excuse, and didn't grant it..

    Didn't deposit obv, and never looked back, but oddly enough years later, about when they became multiplatform, they send me another offer: went in chat, briefly talked about that issue in the past, and was granted the offer this time..

    Still not really convinced they were better now, i was playing to bust that NDB quick or ease my way to WR, and the latter happened: took like 15 minutes.
    Then i just cashed out to Neteller For more than the max stated amount (200 pound instead of 100) and it was paid within a day, no doc's etc needed?!

    So, i then thought they had become better!
    Somehow never got to depositing there anyway, and now i read this i probably won't either :p

    Hope they will find an amicable solution, if not..you know to steer clear...
  12. Feb 9, 2018
  13. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Plus, if they have tracked the email by using a pixel or something, and they can show it was opened before you say you read it, you don't have a chance of getting it.
  14. Feb 9, 2018
  15. Nate

    Nate Ueber Meister CAG webmeister

    Report them to the UKGC - Nothing worse than dealing with a bunch of people who make you feel like you emailed yourself a 200% Bonus.

    goatwack likes this.
  16. Feb 9, 2018
  17. goatwack

    goatwack Comin' atcha like Eric Crumble CAG

    Nothing more annoying, especially when it's such a good offer. It wasn't even spam or affiliate fodder either, but straight from their HQ.

    Even worse when you show them irrefutable proof of the fact and they dismiss it out of hand like you're some type of leper.

    The least they should do is honour the email, failing that report them. Why not. Even the good guys need a firm slap every once in a while :cool:
    Nate likes this.
  18. Feb 9, 2018
  19. CasinoNinja

    CasinoNinja Experienced Member

    The problem is that they sent it on the 2nd of February, not on the 28th as they stated. So obviously their promo team has messed up.
  20. Feb 9, 2018
  21. CasinoNinja

    CasinoNinja Experienced Member

    Reading the Askgamblers website I should have stayed away from them anyway, looking at all the confiscated winnings from them!
  22. Feb 15, 2018
  23. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    Complain to the ASA, this would probably break the rules for advertising as a "significant condition" is not displayed, even though there is the space to do so", something that resulted in a fine for another operator. The "significant condition" here is that the promo had already expired by the time you received the email, regardless of when it may have been sent, yet the advert makes no mention of an expiry date. Referring to "read terms and conditions" is NOT a substitute for making sure significant conditions are drawn to a potential customer's attention, but it is a bad habit casinos have adopted due to years of light regulation.

    The ASA are passing details of upheld complaints to the UKGC, which is how the other operators got fined. The UKGC themselves to not take complaints from players, merely feedback, so if you contact the UKGC about this it will be taken as feedback, and nothing will be done to resolve your particular complaint.

    Casinos CANNOT just assume that emails are read on the day they are sent, nor indeed on the day they are delivered. It is well known that emails can sometimes get held up for days "in the tubes" for reasons unknown, end up in spam when they are not. It could even be THEIR server that caused the problem, their team may well have sent it in time, but their server may have been having problems and didn't forward some emails until days later.
  24. Feb 15, 2018
  25. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Self- Employeed
    No help I'm afraid but Betway's CS and management have ALWAYS been like that. They have the proud 'title' of being the ONLY casino account I have EVER closed permanently in 15 years!!!! For the very reasons you've experienced and it wasn't just the once either!!!!!

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