Betway, won a bonus but never received it

[rackley1005]

Hoping to get some advice, loaded big bass floats my boat last night and bonus had obviously landed without me realising last time as it pulled up the extra symbol. So the bonus commenced and I won 731X. When it finished though the amount never added to my balance.
It shows on my highest win and I took a screenshot as was going so well, but don’t know where I stand? Casino have said they are investigating.


Get the low-down on this casino right here

 

[MahoneyKnows]

You should be fine…. If it’s been more than 24 hrs I’d start to lean on them…. Sure hope they don’t pull the old “malfunction voids all pays and plays” when it’s there plain as day. Similar thing happened to me not to long ago - started chat with support with rage flowing through my veins - game history showed my last spin as being a “0 won”… support says “the last spin you took was a loss”… I’m ready to slap a baby - suddenly noticed my balance on the upper corner had corrected itself and sheepishly apologized for my anger…. Checked game history and it turned out it was slow to load the most current results. When it happened to me the game crashed just as the bonus had ended. The correction for me took all of 5 mins however.

 

[rackley1005]

it’s been over 24 hours now but fingers crossed Betway can sort it out!

 

[rackley1005]

I was recently playing big bass the new one on Betway and it gave me a bonus, was a very good bonus ended up getting over 2000£. When it finished though it didn’t add to my balance. So contacted there support had a screenshot midway through bonus and also shows on my top wins. It’s been 3 days now and they are waiting on responses from the game provider. Any way of accelerating this? It seems really cut and shut with all evidence I’ve provided. Customer service and experience have been great till now!

 

[Mark_Lottomart]

Unfortunately you’ll have to hold out for the gameplay review, no casino is going to take screenshots of a stuck round as evidence to pay you out. It’s not great having to wait but the good news is you’ll be paid once they verify.

 

[rackley1005]

Unfortunately you’ll have to hold out for the gameplay review, no casino is going to take screenshots of a stuck round as evidence to pay you out. It’s not great having to wait but the good news is you’ll be paid once they verify.

The thing I found weird was it didn’t seem stuck it just didn’t add to balance, played normally etc but just didn’t add to balance, no error code or anything? How long do gameplay reviews usually take do you know? Thanks

 

[rackley1005]

Unfortunately you’ll have to hold out for the gameplay review, no casino is going to take screenshots of a stuck round as evidence to pay you out. It’s not great having to wait but the good news is you’ll be paid once they verify.

Do you know how long this usually takes? Thanks

 

[Mark_Lottomart]

Do you know how long this usually takes? Thanks

Sorry these things vary so much, we’ve had them back in 24hrs, some we’ve chased for 4-5 days. Just need to be patient, try not to take it out on the CS team too much as it’s out of their hands.

 

[rackley1005]

Have been waiting on Betway now for a week. Was playing big bass and got the bonus. It paid me 2150
But never added to my balance. No error code nothing. Have screenshots and even added to my best wins.
Still nothing back from them. Is there a rep
Or someone I can get hold of likely to actually acknowledge me? Thanks

 

[maxd]

@rackley1005 , please (re)read the Forum Rules . You'll see that posting multiple threads on the same topic is not permitted. Please respect the forum rules and confine your posts on this same topic to one thread, please and thank you.

Regards,
Max Drayman
Senior Forum Moderator
Casinomeister.com

 

[rackley1005]

@rackley1005 , please (re)read the Forum Rules . You'll see that posting multiple threads on the same topic is not permitted. Please respect the forum rules and confine your posts on this same topic to one thread, please and thank you.

Regards,
Max Drayman
Senior Forum Moderator
Casinomeister.com

Apologies thought it was a separate thing as was asking for a contact from Betway now as it’s taking extremely long in my eyes. Thanks