Betway Casino - A retirada do jogador foi adiada.

Since March 13, I requested a withdrawal at Betway for 2000 euros and they sent me a message telling me that money was transferred to my account, which was not the case, I contacted customer service and they told me that I had to wait between 4 to 5 days to see the transference. On March 20, I returned to earn 15,154 euros and I retired without any problem. On March 22 I contact customer service again because the withdrawal of March 13 had not reached me and I was like that every day until March 31 that my account was closed without any explanation. To this day I keep asking about my withdrawals and they have not given me any answers. I have been with Betway for more than a year and I have never had problems with my withdrawals and I was very happy with that game house. I filed a complaint and still no one gives me an explanation for my withdrawals and why they closed my account. They owe me a total of 17,158 euros that I need them urgently and I have no answer. The truth is that I am very disappointed in the treatment they have given me and I did not expect this. To be faithful to a gambling house, depositing you have no problems but to withdraw what you have played there no one gives their face or gives you an answer.

More than 2 months have passed and no one has contacted me to tell me what happened and when they will pay me my withdrawals.

Desde el 13 de Marzo solicite un retiro en Betway por 2000 euros y me mandaron un mensaje diciéndome que dinero fue transferido a mi cuenta cosa que no fue así, contacto atención del cliente y me dicen que tenia que esperar entre 4 a 5 días para ver la transferencia. El 20 de Marzo volví a ganar 15.154 euros y hice me retirada sin ningún problema. El 22 de marzo vuelvo a contactar atención al cliente porque el retiro del 13 de marzo no me había llegado y así estuve todos los días hasta el 31 de marzo que me cerraron la cuenta sin explicación alguna. Hasta el día de hoy sigo preguntando sobre mis retiros y no me han dado ninguna respuesta. Yo tengo mas de un año con Betway y nunca he tenido problemas con mis retiros y estaba muy contenta con esa casa de juegos. Puse una queja y aun así nadie me da explicaciones de mis retiros y tampoco del porque me cerraron mi cuenta. Me deben un total de 17.158 euros que los necesito con urgencia y no tengo respuesta de alguna. La verdad que me siento muy decepcionada por el trato que me han dado y no me esperaba esto. Para ser fiel a una casa de juego depositando no tienes problemas pero para retirar lo que has jugado ahí nadie da la cara ni te dan alguna respuesta.

Ya han transcurrido mas de 2 meses y nadie me ha contactado para decirme que paso y cuando me van a pagar mis retiros.

Dear Mariana,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you made successful withdrawals from this casino before?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Good morning Kristina,

I have already sent you the attachments of relevant information about my case to your email.

Greetings,

Buenos días Kristina,

Ya te envié a tu email los archivos adjuntos de información relevante de mi caso.

Saludos,

Thank you very much Mariana for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Good morning,

Thank you very much Kristina.

A question how long do you take to solve the cases. I ask you because I am very frustrated and betway nothing that contacts me. I send emails every day and they don't respond to me.

Buenos Días,

Muchas gracias Kristina.

Una pregunta cuanto tiempo tardan ustedes en resolver los casos. Te pregunto porque estoy muy frustrada y betway nada que me contacta. Mando emails todos los días y no me los responden.

Hello Mariana,

I'm Nick and I'll be in charge of your complaint now. I'll now try to contact the casino and let them know about your issue. I can't exactly tell you how long is the process and it is very individual with every casino. Sometimes it get's resolved in a few day but unfortunately, sometimes the casino won't even answer us. We always hope for the best so let's hope we will get answer this time.

Hi Nick, thank you very much for your help. They have not contacted me and I notified my problem on March 20 when I saw that the transfer from March 13 did not reach me.

Let's see if this time they are serious and they pay me.

Hola Nick muchas gracias por tu ayuda. A mi ni me han contacto y notifique mi problema el 20 de marzo cuando vi que las transferecia del 13 de marzo no me llegó.

A ver si esta vez son serios y me pagan.

Good afternoon,

I am writing to inform you that today betway transferred my money to me.

You can now put my case as solved.

Greetings,

Buenas Tardes,

Les escribo para informales que el día de hoy betway me transfirió mi dinero.

Ya pueden poner mi caso como resuelto.

Saludos,

Dear Mariana,

Thank you for informing us about it. The case will be now closed as the player received her winnings. Please do not hesitate to contact us if you will come across any other trouble again.

Best regards,

Nick

Casino.guru