BETWAY Withdrawals

marcxc

Banned User : PAB fraudster
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united kingdom
Editor's note: Betway was listed as an accredited casino for six years - from 2010 - 2016, and it was unfortunate that they decided to give us a "speak to the hand" gesture when it came to player complaints. Still an OK casino, they could use some better management training. I'll gladly volunteer to square them away. You can read Betway's full review with the last updated info about withdrawals.
Hi Guys, I'm all new to this site and first of all to everyone who posts and helps out on here, CONGRATULATIONS on an awesome site :)

Now, I've recently won a total of over £900 at Betway casino on my ipad. On withdrawing I was sent an email asking for the documents that people here say they've also been asked for. as well as separating the withdrawals £140+ and then £800.

I sent them as soon as I had the email (yesterday morning) and received another email later that day saying thanks for your Drivers Licence, Utility Bill, Bank Card images and Payment Declaration.

Then, tonight I received another email asking me for a utility bill :s Even though I had already sent one. I decided after sending them my electric bill earlier il forward them my council tax bill dated this August.

My question is, I've spoken to different people on their live chat who have told me that my winnings will go STRAIGHT to my bank after these documents have been reviewed but other people on here suggest having to wait 48 hrs and then the time to transfer to you bank, I'm confused as to what is going on as I've played various casinos online before but NEVER this kind of hassle. Am I likely to get my winnings at all?

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dionysus

Contest Manager
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the land of snow and maple syrup
Betway does have a rep here and are accredited. You can reach the rep here for more information http://www.casinomeister.com/forums/members/palace-group.html , or pm him about this thread.
However, he hasn't been online since the 6th...but it doesn't hurt giving him a shout. If you don't get a timely response from him (if you end up going that route), let Bryan know his rep's in absentia.

As for WDs, I don't play there, sorry - but another member might be able to help
 

Nifty29

Dormant account
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Jun 20, 2001
Location
Turn right, then right. then right again
Welcome to CM

A couple of things to add.

It is usual for a casino to ask for ID etc upon your first withdrawal, especially if it is large in comparison to your deposit....or even if over a a certain amount like $500 for example. Nothing to be concerned about there, and they did pay your deposits back already.

In regards to the bank transfer, have you waited the 48 hours yet? Remember, the payment will be sent from their processor to their bank and then to your bank. Depending on where these banks are, it could arrive in a day or a few days. My experience is that Betway are pretty quick, but your mileage may vary as they say.

Also, the 48 hours begins once it is processed i.e. once ALL your ID is accepted and verified.

Be patient and wait the allotted time, with the above kept in mind. Betway are solid AFAIK.
 

marcxc

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Thanks for all your advice guys. The 48hrs from submitting my dicuments is up tomorrow morning so here's hoping for a fast resolution.

I will keep you all posted with anything that happens
 

marcxc

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Location
united kingdom
I received an email today (after the 48hrs) and was told that my withdrawal was being treated with the highest level of urgency, 8 days I initially requested it!

Ive been told it will go straight into my bank account rather than into my Betway account which is a good thing too.

Will keep you posted when it arrives
 

irmster

Quit Gambling
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UK
the first withdrawal from Betway always take a little longer. You will get paid.
 

marcxc

Banned User : PAB fraudster
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Joined
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Location
united kingdom
Just to keep you updated guys:

This is getting ridiculous! I received this email on Friday 20th Sept:



Hi there Marc,

Account Number: ********

Thank you for contacting Betway.

We would like to thank you for sending us your documentation that we requested; we appreciate your time taken to do so.

We are pleased to confirm the documentation list below has been approved:

Front and back copies of card ending in ****7748
Utility Bill
Purchase Declaration Form
Drivers Licence

We can confirm that our Operations Team is hard at work ensuring that you withdrawal is paid to you soon, with the highest level of urgency. This is to ensure that the safety and security of any payments made to you is safe and correct.

We kindly ask for your patience and co-operation regarding the matter, as your withdrawal of £800.00 is under review.

On 20 Sep 2013, at 20:36, "Betway Customer Support" <support@betway.com> wrote:

Hi Marc,

Account number: *******

Thank you for choosing Betway.

We are very happy to inform you that your withdrawal of £800 is currently being processed and will be released to your Visa card ending in ****7748 once it has passed through our withdrawal process.

Congratulations on the win!





then today I emailed again to ask how long until it will reach my bank and I received this back:

Hi there Marc,

Account: *******

Thank you for contacting Betway

We have received your email querying the withdrawal of £800 Thank you for communicating with us.

We are happy to confirm that we have received all your documentation and it has all been approved. Your withdrawal of £800 should be released to you on Friday 27th September 2013.

Please keep an eye out in your emails for any feedback that we may provide
.

This company is shoddy to say the least regarding it's duties to the customer. it will have been 14days since I attempted the withdrawal and that is just shocking!
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Not the best email, but they probably mean it will show in your bank by Friday. However, this would mean they are processing it Wednesday (tomorrow), hardly the "utmost urgency" they promised last Friday.

It looks like it is being treated as a fresh withdrawal made over the weekend, and rather than being urgently dealt with, is simply being allowed to dawdle it's way through the regular procedure.

Using an eWallet would make things faster by a day, as the money will post straight away, rather than only showing after the end of the banking day on which it arrives.
 

marcxc

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[Weatherman thanks for you advice, really appreciate it. It's good to know there are people out there with experience and know how when it comes to matters like this.

I've had a further email from them stating

Hi Marc,

Your account: *******

Thank you for contacting Betway Mobile.

With regards to your query, we would like to inform you that our Payments team should release your withdrawal of £800.00 tomorrow, the 25th of September 2013.

Please do allow 3 - 7 working days for the funds to reflect on your account, depending upon bank processing times.

Your understanding and co-operation in helping us assist you are greatly appreciated.


Never again will I play with these guys, such a farce
 

vinylweatherman

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Location
United Kingdom
[Weatherman thanks for you advice, really appreciate it. It's good to know there are people out there with experience and know how when it comes to matters like this.

I've had a further email from them stating

Hi Marc,

Your account: *******

Thank you for contacting Betway Mobile.

With regards to your query, we would like to inform you that our Payments team should release your withdrawal of £800.00 tomorrow, the 25th of September 2013.

Please do allow 3 - 7 working days for the funds to reflect on your account, depending upon bank processing times.

Your understanding and co-operation in helping us assist you are greatly appreciated.


Never again will I play with these guys, such a farce

So, where's the "highest level of urgency"?

This isn't even the "regular standard" of non urgency, it's worse. The regular standard is 48 hours pending, then processed the next day. Now, it seems that despite the assurances on Friday, they have strung you along with this "highest level of urgency" BS for the first two days of this week, when they SHOULD have honoured their earlier commitment and got it out of the way on Monday. Since they had no intention of doing this, they have made themselves look bad by making false promises. Had they told the truth that it wouldn't be processed till Wednesday, you would have been disappointed, but they would at least have kept their word, and not made things look any worse than they did already.

First withdrawals do take longer, but it looks like internal mix ups and miscommunications have created a situation that has lost them a customer, and perhaps made others a little wary of what to expect on their first withdrawals.
 

marcxc

Banned User : PAB fraudster
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united kingdom
The thing is, this isn't my first withdrawal! My first was for £142.20 (which went into my account in around 4 days after the withdrawal) and their 'excuse' was that this second withdrawal of £800 was much larger than the first, it makes it more unreal.

You are correct in that they have lost a valued customer though, without a doubt
 

vinylweatherman

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Location
United Kingdom
The thing is, this isn't my first withdrawal! My first was for £142.20 (which went into my account in around 4 days after the withdrawal) and their 'excuse' was that this second withdrawal of £800 was much larger than the first, it makes it more unreal.

You are correct in that they have lost a valued customer though, without a doubt
This would only have triggered the request for documents, it would not cause a 2 week delay, nor force them to lie to you on Friday that they were treating it as an urgent priority when in fact they did nothing "urgently" at all, just shoved it at the bottom of the queue for today's processing run.

The limits for KYC seem to be set at around 1000, and maybe they are using €1000 as their trigger point, rather than £1000, which would make the second £800 plus the first £942.20, just hitting the €1000 mark.

CS just needed to tell the truth, not raise false expectations that they would "urgently" address your withdrawal because they had been unduly slow in dealing with the KYC.
 

KasinoKing

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I wonder if this extended delay has anything to do with Betway being split out from the Palace Group...?
I don't recall seeing many "Slow Pay" reports from this group on the forum in the past.

Betway was taken over by Palace Group (Wagershare Affiliates) in March 2011 - but I had an e-mail from them yesterday saying Betway was being split out to be an independent operation again.
(The e-mail is not 100% clear, but it mentions GNUF too (which was also absorbed at the same time), so that may be leaving Wagershare as well).

KK
 

vinylweatherman

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Location
United Kingdom
I wonder if this extended delay has anything to do with Betway being split out from the Palace Group...?
I don't recall seeing many "Slow Pay" reports from this group on the forum in the past.

Betway was taken over by Palace Group (Wagershare Affiliates) in March 2011 - but I had an e-mail from them yesterday saying Betway was being split out to be an independent operation again.
(The e-mail is not 100% clear, but it mentions GNUF too (which was also absorbed at the same time), so that may be leaving Wagershare as well).

KK
Would have been nice to tell the PLAYERS as well:rolleyes:

It would certainly explain internal miscommunications and screw-ups as the different teams split away, and ownership of some issues is not properly allocated.

Maybe they will improve to the way they were when last independent. The Palace Group takeover lead to a doubling of the pending period, and a reduction in the value of the promotions.
 

marcxc

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Hey guys, thank you SO much for all your help and information, it's made me a bit more weary and I've been able to throw things at Betway regarding my withdrawal.

I have STILL not received my £800 winnings, and emailed them again asking when it would be paid and this is their reply....vague isn't the word:

Date: Tue, 24 Sep 2013 16:44:06 +0000

Hi Marc,



Your account: ********



Thank you for contacting Betway Mobile.



With regards to your query, we would like to inform you that our Payments team should release your withdrawal of £800.00 tomorrow, the 25th of September 2013.



Please do allow 3 - 7 working days for the funds to reflect on your account, depending upon bank processing times.



Your understanding and co-operation in helping us assist you are greatly appreciated.



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,

Ashley

Guest Services



so I emailed yesterday asking if it had indeed been paid as was promised on the 25th and I received this reply:

Hi Marc,

Your account - ********

Thank you for choosing Betway Mobile.

Congratulations again on your recent winnings!

We are pleased to confirm that your withdrawal of £800.00 was submitted for payment today. Our Payments Team will release your funds to you within the next 24 hours.

Please do allow 3 - 7 working days for the funds to reflect on your account, depending upon bank processing times.

Your understanding and co-operation in helping us assist you are greatly appreciated.

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,

Simone
Guest Services
--------



So the words 'should' and 'within' are used again. After 'promise' and 'urgent' being over exaggerated I am not holding my breath! 2 weeks tomorrow since all this fiasco began and 2 weeks ago Saturday morning when I submitted my supporting documents.
 

vinylweatherman

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Location
United Kingdom
I see they have added yet another 24 hour delay:rolleyes:

We are pleased to confirm that your withdrawal of £800.00 was submitted for payment today. Our Payments Team will release your funds to you within the next 24 hours.
Earlier, you were to be PAID on Wednesday, now it looks like you will be paid "within 24 hours of Wednesday occurring". This seems a day slower than their STANDARD service.

Anybody offered their "urgent" service should say "No thanks, I'll stick with standard, it's a day faster":rolleyes:

If they send it Today, Friday may not be when it appears in your bank, even though earlier they led you to believe it would be. It could well be NEXT Friday before you see it, rather than tomorrow.

The whole thing looks like a catalogue of internal screw-ups, but they don't want to admit anything has gone wrong, instead they are trying to make out they are proceeding extra slowly to ensure your own safety and security, and that of your £800.

Their view differs from that of the average player, where "safety and security" is only reached when they see the money in the bank.

Even a first withdrawal should never take this long, something has gone wrong behind the scenes.
 

marcxc

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Weatherman you are AWESOME! I haven't spoke to them today, thought I'd give them a rest the poor little Betway elves.

I've just been on live chat and they've told me it was released to me yesterday morning and to go with the banks processing time of 3-7 days so here goes.


General Info
Chat start time Sep 26, 2013 4:00:55 PM EST
Chat end time Sep 26, 2013 4:03:06 PM EST
Duration (actual chatting time) 00:02:11
Operator Konrad

info: You are now chatting with 'Konrad'
Konrad: Hi there Marc Renowden
Konrad: My name is Konrad
Konrad: How may I assist you today?
Marc Renowden: hi Konrad
Marc Renowden: can you please look at my account and that my £800 withdrawal has been sent to my bank
Konrad: I can certainly have a look into this for you Marc.
Marc Renowden: Thank you
Konrad: I am pleased to confirm that your withdrawal of £800 was released on our side yesterday morning.
Konrad: Please allow 3 - 7 working days for the funds to reflect to your bank.
Marc Renowden: Thank you Konrad.
info: Your chat transcript will be sent to your email address
 

noregrets

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Oct 26, 2013
Location
Sweden
Hello!

I have played many years with Betway and the first time i made a little bigger withdrawal i had to do the same as you did , but it went faster

then for you.

And after that time i always get the money paid out as promised.

Only thing i dont like is that you can reverse withdrawal untill 48 hours passed , i shitted myself sometimes there :confused: hahaha.

Other than that i will say that the withdrawal works fast and reliable for me.


Best regards :)
 

MissRuthless

Registered
Joined
Nov 6, 2013
Location
Australia
weird, my fiance plays at Betway all the time, and he has never had any withdrawl issues, last one he did was about 1 and a half months ago for $1000, and had no issues at all.
 

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