Advice on acceptable waiting time for my withdrawal with Betway

[medievil2003]

I made a withdrawal of £3.9k with Betway on the 4th April. The system said it was paid on the 5th but then customer service said there's a slight delay from payment processor so much so i'll receive the winnings on the 6th, which didn't happen. 

I have been chasing this up every day to be told the same thing, there's a delay with the payment processor. Today on the other hand, customer support have said "I have had a look and withdrawals are still being processed." meaning what i was previously told wasn't true. 

What's an acceptable amount of time to wait with these kinds of excuses before i open a complaint? I'm not the only one with problems, people on Trustpilot are saying exactly the same thing, still nothing received after 10+ days. Surely it cannot take that long for the payment processor to confirm what's going on? or that the payment processor has some serious problems...

[cocopop3011]

Hi and welcome to the forum, to help assist you a bit further could you please tell us

1/ Is this your first withdrawal?

2/ Have you completed verification?

3/ Which payment method did you use please?

[medievil2003]

Hi thank you for your quick reply. 

1. I've had an account with them for years, took a break for a while and came back recentely.  Answering your question, no this isn't my 1st withdrawl but my 1st for a while. 

2. The account is fully verified.

3. Visa Direct. Other casinos have successfull paid to the same card within minutes of withdrawing. 

It seems to be a web of lies from their team. It seems to be either that my withdrawals have been processed and there is a problem with the payment processor or they haven't. I'm gobsmacked at the conflicting answers i get from them. 

What i find the hardest to swallow is that i've played on some bad casinos in the past, some of which had shocking customer service but have always been paid. I am failing to understand the time it takes to resolve this so called "delay". 

[kayenne23]

Sometimes casinos take a security measure by verifying your account for the second time. (Yes they can especial if you have taken a break ) 

There are possible outcomes. 

You get paid soon enough (how soon? Well depends on what your patience levels are. Today, tomorrow or next week)

The money processor had indeed problems and you may been asked to request a withdrawal via another method

You receive an email asking for additional verification

 

[medievil2003]

Thanks for your time Kayenne.

As per Betway, the money has been paid so i cannot see a request for further verification information being issued. 

I suppose i should have asked more about the payment processor delay, if betway are passing responsibility of the delay to them is there an average amount of time which is acceptable for one to wait to get feedback on where the money is?

Bearing in mind that this isn't a complex issue, my bank support Visa direct and my bank also confirms no payment are inbound. 

I'd love to know whether this is a payment provider issue or Betway intentionally delaying the payment. When i asked for proof, i get the same response of "we're not able to share that kind of information" which leaves me non the wiser.  Based on other reviews on Trustpilot, Betway are using different excuses but they tell me this is a wide issue, surely the seriousness of it would push a post to be put on social media. 

[cocopop3011]

Hmmmm okay interesting. I think you need definite clarity for now as to whether or not is has been processed? I know you said it shows as it has, but if the last agent you spoke to said it hasn't then there may be an issue?

Unfortunately, this casino does have a history of complaints but they are responsive. I would suggest you chat with live chat again for more clarity and if you feel after that you have exhausted all your options I would advise you to use our complaints service.

[cocopop3011]

1 hour ago, kayenne23 said:

Sometimes casinos take a security measure by verifying your account for the second time. (Yes they can especial if you have taken a break ) 

There are possible outcomes. 

You get paid soon enough (how soon? Well depends on what your patience levels are. Today, tomorrow or next week)

The money processor had indeed problems and you may been asked to request a withdrawal via another method

You receive an email asking for additional verification

 

Welcome back! We have missed you.

[medievil2003]

2 hours ago, cocopop3011 said:

Hmmmm okay interesting. I think you need definite clarity for now as to whether or not is has been processed? I know you said it shows as it has, but if the last agent you spoke to said it hasn't then there may be an issue?

Unfortunately, this casino does have a history of complaints but they are responsive. I would suggest you chat with live chat again for more clarity and if you feel after that you have exhausted all your options I would advise you to use our complaints service.

Okay so i have spoken with their support team on Twitter and they've apologised for the misinformation that the support team via the live chat gave me regarding the withdrawal status. They confirmed that on their system it clearly shows it has been paid and that with the continuous advice given to me, i am asked to keep waiting due to a delay from the processor.... 5/6 days now, deepening lack of confidence as the days go by that this is even true.

I assume i have no rights in asking for proof of the status? whether that be the payment made by them and/or anything from the processor?

I've asked through their chat system if they can let me know who their processor is so that i can do a search myself to see how many others face the same issue, they refused "We cannot provide these details, as this is company privy". 

[cocopop3011]

6 hours ago, medievil2003 said:

Okay so i have spoken with their support team on Twitter and they've apologised for the misinformation that the support team via the live chat gave me regarding the withdrawal status. They confirmed that on their system it clearly shows it has been paid and that with the continuous advice given to me, i am asked to keep waiting due to a delay from the processor.... 5/6 days now, deepening lack of confidence as the days go by that this is even true.

I assume i have no rights in asking for proof of the status? whether that be the payment made by them and/or anything from the processor?

I've asked through their chat system if they can let me know who their processor is so that i can do a search myself to see how many others face the same issue, they refused "We cannot provide these details, as this is company privy". 

Okay so that's good that we have a "reason" to start with. 

The issue we have is that a complaint could be rejected as the withdrawal is pending investigation with the payment processor. I think we need a realistic timeframe from them. If you can ask them for one and I will chat to complaints in the morning to see where you stand with opening one.

[medievil2003]

Many thanks cocopop, really great service from you guys here.

Unfortunately, i have asked for a timeframe countless times and they said they're unable to provide one because it is the payment processor who they are awaiting feedback on and it could take any period of time 

I quote a later message "Unfortunately we have no confirmed timeframe as of now. Once we have more feedback, we can advise"

[cocopop3011]

52 minutes ago, medievil2003 said:

Many thanks cocopop, really great service from you guys here.

Unfortunately, i have asked for a timeframe countless times and they said they're unable to provide one because it is the payment processor who they are awaiting feedback on and it could take any period of time 

I quote a later message "Unfortunately we have no confirmed timeframe as of now. Once we have more feedback, we can advise"

Okay, if you can give me until the tomorrow I’ll have a chat with complaints for you and see where we stand here. I’ll reply in here tomorrow with an update for you, hope that helps. 

[kayenne23]

18 hours ago, medievil2003 said:

Thanks for your time Kayenne.

As per Betway, the money has been paid so i cannot see a request for further verification information being issued. 

I suppose i should have asked more about the payment processor delay, if betway are passing responsibility of the delay to them is there an average amount of time which is acceptable for one to wait to get feedback on where the money is?

Bearing in mind that this isn't a complex issue, my bank support Visa direct and my bank also confirms no payment are inbound. 

I'd love to know whether this is a payment provider issue or Betway intentionally delaying the payment. When i asked for proof, i get the same response of "we're not able to share that kind of information" which leaves me non the wiser.  Based on other reviews on Trustpilot, Betway are using different excuses but they tell me this is a wide issue, surely the seriousness of it would push a post to be put on social media. 

I don't think they intentionally delay the process. (The trustpilot is not recommended for online casinos ) From my experience I would wait until Wednesday. (Check on terms on the maximum time frame it takes for a withdrawal to be processed by Betway) if it's 7 days, the very next day you are able to make a complaint. 

Usually a lot casinos have a term that states the max withdrawal time frame. Some are 7, some are 14 days. Correct me if I'm wrong ( @cocopop3011 ) but I think the casino can take advantage of such a term if I'm not mistaken. 

Ps. You need to ask for a time frame by Betway. 

I know it frustrating but don't worry you'll get your winnings.

[cocopop3011]

@medievil2003I have spoken with the complaints team this morning and they have confirmed that you are free to open a complaint using our website if 10 days has passed. Please remember to include everything you wrote in here and any correspondence you have received from the casino.

[medievil2003]

Yeah i don't think there's any intentional delay but it doesn't give any faith into the process or management. Their T&C's say "withdrawals will be processed in up to 24 hours, although this may vary at weekends" but the situation at the moment of this apparantely being a processor delay, i think is a get out clause for anyone to fall back to their T&C's. 

None of it makes sense, i'm in contact with 3 account holders in the UK with betway who are facing the exactly the same problem, betway keep saying the payment processor has issues but then payments came back as failed and re-tried so that the status of the payments reset, have to wait X amount of time and then because of the processor issue there will be further delay. Other casinos i've played with, when hit a problem like this, asked me if there is another form of payment i would like it to get to. 

Today for example, i chase it up and i get "Your payment has been processed by us on the 11/04/2022 , this would normally freflect on your side within 12-24 hours, however due to the delay, we're unable to provide a time frame" this is precisely what happened when i asked for the withdrawal at the beginning. So i'm seeing this as tactic, again. 

Everytime i ask for a timeframe i get the same answer.

[medievil2003]

9 minutes ago, cocopop3011 said:

@medievil2003I have spoken with the complaints team this morning and they have confirmed that you are free to open a complaint using our website if 10 days has passed. Please remember to include everything you wrote in here and any correspondence you have received from the casino.

Thanks so much cocopop, well the withdrawal was requested on the 4th, m,arked as paid on the 5th and the original delay started when they said they've paid on the 6th due to the delay. I'm going to file it because i don't see this getting anywhere whatsoever. A player i'm contact with on WhatsApp has been waiting since the 3rd April and Betways responses are literately a mirror of what they're saying to me, including them retrying payments and saying it'll be in within 12-24 hours but that's well passed. 

[medievil2003]

Betways Twitter has tweet after tweet of people complaining of not receiving their winnings, as far as i've gone down from the 14th March 

[cocopop3011]

49 minutes ago, medievil2003 said:

Thanks so much cocopop, well the withdrawal was requested on the 4th, m,arked as paid on the 5th and the original delay started when they said they've paid on the 6th due to the delay. I'm going to file it because i don't see this getting anywhere whatsoever. A player i'm contact with on WhatsApp has been waiting since the 3rd April and Betways responses are literately a mirror of what they're saying to me, including them retrying payments and saying it'll be in within 12-24 hours but that's well passed. 

Good luck with the complaint. 

[medievil2003]

Just to let you all know that my withdrawal has just come through. What a relief! 

Thank all for your time. 

[Blackjax]

3 minutes ago, medievil2003 said:

Just to let you all know that my withdrawal has just come through. What a relief! 

Thank all for your time. 

Wonderful. Enjoy your winnings.

[medievil2003]

Just now, Blackjax said:

Wonderful. Enjoy your winnings.

Cheers pal, it's clearing my credit cards, booking a small holiday for my small family and rest in savings for a rainy day... might try my luck with £150 on another casino though!

[Slack]

I'm having the exact same problem and unlike OP I STILL haven't been paid, please help guy! Other people I'm talking to on Twitter also hasn't received their money. Please guys continue to follow this up if you can, very worried

[cocopop3011]

5 hours ago, medievil2003 said:

Just to let you all know that my withdrawal has just come through. What a relief! 

Thank all for your time. 

Amazing news!

[cocopop3011]

1 hour ago, Slack said:

I'm having the exact same problem and unlike OP I STILL haven't been paid, please help guy! Other people I'm talking to on Twitter also hasn't received their money. Please guys continue to follow this up if you can, very worried

How long have you been waiting please?

[Slack]

15 minutes ago, cocopop3011 said:

How long have you been waiting please?

"Paid" status on the 8th April. Betway are now asking me to update my withdrawal method to bank transfer and send a bank statement to an email address. This seems kind of fishy. 

 

What I don't get is how the OP on this post has been paid. I'm talking to someone on Twitter (@LuniMarco) who says he withdrew on the 26th of March and still hasn't been paid. Yet this poster is saying he withdrew on April 4th and has been paid. If there is a processing queue then surely the other guy should have been paid first? 

 

Can the OP of this post confirm whether he had to change withdrawal methods to bank transfer or if he just randomly received his money please? This all seems suspect. 

[Slack]

Right I've updated my preferred withdrawal method to bank transfer as advised by their live chat and they've said the payments team will reattempt payment within 48 hours of the update. Let's see if this sorts it out because this is getting ridiculous!