Betway slowwww withdrawal

[spurs1882]

Hi everyone. I withdrew £13k by bank transfer on 17th Feb and I am on day 20 so far with no money received! It was my first withdrawal so I expected a small delay but not this long.

Here is my experience so far:

Day 1 - Requested £14k withdrawal by bank transfer, then reversed £1k. Later that day I got the message 'your account is closed' when I tried to log in. Somebody phoned me and confirmed my contact details and deposit methods.
Day 2 - Contacted live chat support who requested a copy of my payment cards and utility bill.
Day 4 - Contacted live chat support and phone support - no update for me.
Day 7 - Received email asking for certified copies of ID, payment cards and utility bill. Went to police station and bank to try and get them certified unsuccessfully. In the end I paid at the Post Office for their certification service.
Day 10 - Contacted live chat support - no update for me.
Day 12 - Sent PM to the Betway rep on here - no response yet.
Day 13 - Contacted live chat support - no update for me.
Day 14 - Received email saying my payment has been released and should be reaching me in 3-7 business days.
Day 15 - Still couldn't log in - contacted live chat support and my account was reactivated. (Bet and lost the £1k balance).
Day 20 - Waiting for my £13k still!!

I am surprised they have any returning customers if this is what they put people through for their first withdrawal. To be told for 2 weeks that 'your account is closed' is very worrying when you have a large balance. If they had processed the withdrawal quickly then they could have already won the money back from me by now. Instead I am likely to take it elsewhere when it eventually comes through.

I see that Betway is an accredited casino which means they 'must pay winnings in a timely manner'. Hmmmm!

 

[refre]

I'm sure you'll get paid.

You could try contacting the Betway rep - betway support

That said, it always surprises me how some casinos make big wins such a bad experience for the player.
They want them coming back right?
Seems not.

How about calling the player as soon as possible, congratulating them on their big win.
Perhaps casually letting them know they will need some documents before releasing the funds.
And of course reassuring them they will get paid, even though it may take an extra 3 weeks to confirm the win (does it really?).

Send them a bottle of champagne so they can celebrate in the meantime.

Whatever really.

Just make it positive.
Instead they will probably never see the player again...

This post could be about sharing a great experience. They could even attract some new players. Who knows.

Rant over

Congrats on your big win!!!



Freddy

 

[dunover]

Hi everyone. I withdrew £13k by bank transfer on 17th Feb and I am on day 20 so far with no money received! It was my first withdrawal so I expected a small delay but not this long.

Here is my experience so far:

Day 1 - Requested £14k withdrawal by bank transfer, then reversed £1k. Later that day I got the message 'your account is closed' when I tried to log in. Somebody phoned me and confirmed my contact details and deposit methods.
Day 2 - Contacted live chat support who requested a copy of my payment cards and utility bill.
Day 4 - Contacted live chat support and phone support - no update for me.
Day 7 - Received email asking for certified copies of ID, payment cards and utility bill. Went to police station and bank to try and get them certified unsuccessfully. In the end I paid at the Post Office for their certification service.
Day 10 - Contacted live chat support - no update for me.
Day 12 - Sent PM to the Betway rep on here - no response yet.
Day 13 - Contacted live chat support - no update for me.
Day 14 - Received email saying my payment has been released and should be reaching me in 3-7 business days.
Day 15 - Still couldn't log in - contacted live chat support and my account was reactivated. (Bet and lost the £1k balance).
Day 20 - Waiting for my £13k still!!

I am surprised they have any returning customers if this is what they put people through for their first withdrawal. To be told for 2 weeks that 'your account is closed' is very worrying when you have a large balance. If they had processed the withdrawal quickly then they could have already won the money back from me by now. Instead I am likely to take it elsewhere when it eventually comes through.

I see that Betway is an accredited casino which means they 'must pay winnings in a timely manner'. Hmmmm!

Well, as your account is re-opened it would seem they're happy with your KYC details provided to them so no need to cast any doubt on your credentials here. This is not unusual for a first-time depositor who wins big, the slower and extra security checks. These actions certainly haven't been done in a 'timely' fashion though, and the delays and poor communication do not befit an accredited casino. I would hate to go through that gut-churning stress if I won big.

If the 13k is not visible in your balance, it would seem they are processing the cash-out, but you should have received the cash via bank transfer by now. If the rep hasn't responded to you in 8 days, again that does not befit an accredited casino. The rep doesn't appear to have been active in the last 9 days which explains it. They also have a 4k a week cash-out limit, are you aware of this?

Given you've tried the rep and they are non-responsive, and the cash-out seems to be verified now I would do a simple PAB via Max:

Link Outdated / Removed

Before you do read the rules here:
https://www.casinomeister.com/forums/help/pab-rules/

 

[spurs1882]

Thanks dunover. I will wait 3 more days (until 7 business days after their email) and then submit a PAB. I did see about the 4k weekly limit but as the withdrawal has apparently been processed they don't seem to have enforced this.

Hopefully I will be on here tomorrow saying the money has been received.

 

[sueyh]

Hope my experience might comfort you a little bit. I withdrew from a casino-not Betway- via bank transfer, and it took 7 business days until it reached my bank account.

Since Betway is accredited here, and they said they processed, I guess and I hope the money will show up sometime early next week.

By the way, great win! Congrats!

 

[spurs1882]

it always surprises me how some casinos make big wins such a bad experience for the player.

My thoughts exactly! I have bet high stakes at several online casinos and have yet to find one which goes the extra mile to make things easier for the player. If I was running a casino I would make sure big winners were treated like royalty!

 

[dunover]

My thoughts exactly! I have bet high stakes at several online casinos and have yet to find one which goes the extra mile to make things easier for the player. If I was running a casino I would make sure big winners were treated like royalty!

There's plenty on here that will treat you far better - take a cruise through the accredited list, especially those with scores of 9 and above. Glad you're patient and are giving it the extra 3 working days, money from processors outside the UK does take a fair bit longer than UK-based ones to reach one's bank account. If it doesn't appear then I really would get Max onto it, as the current timescale is totally unacceptable for an accredited site.

 

[spurs1882]

Hope my experience might comfort you a little bit. I withdrew from a casino-not Betway- via bank transfer, and it took 7 business days until it reached my bank account.

Since Betway is accredited here, and they said they processed, I guess and I hope the money will show up sometime early next week.

By the way, great win! Congrats!

Thanks for that. I can't believe a bank transfer can take so long!

 

[Jono777]

Always find myself having to 'stay professional' when commenting on Betway as I've had countless headaches from this casino group.

However to reassure you: -

I've made several withdrawals in the past from there over 4-5 years (payment to bank card) ranging from £100 to £1200, not as much as your good self, however ALWAYS got paid 3-4 days in bank.

The downside is that (and this is personal experience not unwarranted moaning about them) I strongly feel that with this group 'Their left hand does not know what their right hand is doing' and some simple staff training would work wonders.

 

[spurs1882]

Good to know. Considering they've just spent £20m on sponsoring West Ham United I think a bit of money spent on retaining their new customers would be an idea.

 

[spurs1882]

It turns out that Betway processed my £13k withdrawal on day 14 but for some unknown reason they did it as a refund to one of my credit cards instead of as a bank transfer like I requested. This means I have a huge positive balance on the card which is against the T&Cs of the account and I can't access the money as cash. Thankfully the card provider has on this occasion agreed to transfer the positive balance as cash to my bank account.

Two more days to wait though! Complete fiasco!

 

[Jono777]

Nightmare!!!

At least the final outcome was favourable tho eh

 

[spurs1882]

Yep at least they did actually process the refund and I did eventually get a reply from their rep on here today which helped solve the problem. A terrible experience though.

I've had a look through the accredited casinos on here and I'm taking my custom to Bet365.