Betway Casino - O jogador ainda não recebeu os seus prémios.

Good day,

I have only had positive experiences with Betway so far and I also know that there is no malicious intent behind it.

But I'm getting desperate because it's no longer possible to reach anyone from customer service.

When you enter the live chat, regardless of the time or question, you constantly receive the same answers from the chat robot and are then removed from the chat.

The chatbot tells you to click the chat icon at the bottom of the screen to enter the live chat. However, you're already in the chat window. You can only speak to the AI.

I have already contacted customer service three times via email and have received the same pre-written robot response three times, which was not at all helpful to my question.

My withdrawal was approved by Betway on December 10th, but the money hasn't arrived in my account yet. This is very unusual and normally only takes two days.

Could you please put me in touch with someone or contact them?

Guten Tag,

Ich hatte bis jetzt nur positive Erfahrungen mit Betway und weiß auch, dass keine böse Absicht dahinter steckt.

Aber ich verzweifle, da es mittlerweile nicht mehr möglich ist jemanden vom Kundendienst zu erreichen.

Wenn man in den Live Chat geht, egal um welche Zeit, und egal welche Frage man stellt, man bekommt ständig nur die selben Antworten vom Chat Roboter und wird dann vom Chat entfernt.

Der Chat Roboter sagt, man solle auf das Chat Symbol am unteren Bildschirm Rand klicken um in den Live Chat zu kommen. Jedoch befindet man sich ja bereits im Chat Fenster. Kann jedoch nur mit der KI sprechen.

Ich habe mich bereits 3 Mal per E-Mail an den Kundendienst gewendet und habe ebenso dreimal die selbe vorgefertigte Roboter Antwort erhalten, die überhaupt nicht hilfreich auf meine Frage war.

Es geht darum, dass meine Auszahlung am 10.12 von Betway freigeben wurde aber das Geld noch nicht auf meinem Konto ist. Das ist sehr unüblich und dauert im Normalfall nur 2 Tage.

Könnt ihr bitte vermitteln oder jemanden erreichen?

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Dear Eskimee,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Eskimee,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Eskimee,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru