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I HAVE BEEN WAITING FOR A WITHDRAWAL SINCE SUNDAY MORNING AND IT HAS ALREADY BEEN 7 DAYS WITHOUT RECEIVING MY MONEY. I CAN'T GET HELP BECAUSE YOUR EMPLOYEES ARE ALWAYS BUSY. THE CUSTOMER SERVICE IS TERRIBLE, ONE OF THE WORST IN ALL THE CASINOS. THERE'S NOT EVEN AN ADVISOR RESPONDING TO THE EMAILS

TENGO ESPERANDO UN RETIRO DESDE EL DOMINGO MAÑANA YA SON 7 DÍAS SIN RECIBIR MI DINERO SIN QUE ME PUEDAN ATENDER QUE SIEMPRE ESTAN OCUPADOS SUS EMPLEADOS EN ATENCIÓN AL CLIENTE ES MUY MALA ATENCIÓN DE LAS PEORES EN TODOS LOS CASINO NI SIQUIERA TE CONTESTA UN ASESOR NI POR EMAIL

Dear MORALESLIC4,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Ok, are the withdrawals so late?

Ok son tan tardíos los retiros?

My account has been verified for years, I have been playing with you and I have invested a lot in your platform and now that I win, the time doesn't seem fair to me. I am verified, I am not missing any documents.

Mi cuenta está verificada desde hace años estoy con ustedes jugando eh invertido mucho en su plataforma y ahora que gane pues no me parece justo el tiempo yo estoy verificado no me falta ningún documento

I fully understand your frustration, MORALESLIC4. However, I will set the timer for additional 6 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Ok, thank you very much and sorry. I agree

Ok muchas gracias y disculpe . Estoy de acuerdo

The withdrawal has already been completed, it just needs to be reflected in my bank account but on Betway's side it has already been completed, thank you

Ya se completó el retiro nomás falta.que se refleje en mi cuenta de banco pero por parte de betway ya se completó gracias

They don't pay me, I've finished the process but the payment hasn't arrived in my account.

No me pagan ya termino el proceso pero no me llega el pago a mi cuenta

At betway they do not respond to me through any means of customer service, live chat, email or their page on X (Twitter).

En betway no me responde por ningún medio de atención ni chat en vivo ni por email ni por su página en X (Twitter)

I WILL NOT PLAY AGAIN ON BETWAY

NO VUELVO JUGAR EN BETWAY

I still have no response from betway

Sigo sin respuesta de betway

Thank you very much, MORALESLIC4, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Betway Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello MORALESLIC4,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Betway Casino MX,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Yes of course

Si claro

I REQUESTED THE WITHDRAWAL ON NOVEMBER 26 AND ON DECEMBER 5 THE PAYMENT PROCESS WAS COMPLETED IN BETWAY WHERE IT APPEARS TO ME THAT IN TWO DAYS AND 2 HOURS IT WAS REFLECTED IN MY BANK ACCOUNT BUT TO DATE I DO NOT HAVE ANY PAYMENT AND I HAVE TRIED TO COMMUNICATE WITH BETWAY VIA LIVE CHAT TERRIBLE. OR THEY RESPOND THEY ARE ALWAYS BUSY BY EMAIL OR THEIR SOCIAL NETWORKS LIKE X

EL RETIRO LO SOLICITE EL 26 DE NOVIEMBRE Y EL 5 DE DICIEMBRE SE COMPLETÓ EL PROCESO DE PAGO EN BETWAY DONDE ME APARECE QUE EN DOS DIAS Y 2 HORAS SE EVRA REFLEJADO EN MI CUENTA BANCARIA PERO HASTA LA FECHA NO TENGO NINGUN PAGO Y EH TRATADO DE COMUNICARME CON BETWAY POR CHAT EN VIVO PÉSIMOS. O RESPONDEN SIEMPRE ESTÁN OCUPADOS NI POR EMAIL NI POR SUS REDES SOCIALES COMO X

Yes, perfect

Si perfecto

They blocked my account

Me bloquearon mi cuenta

But what about this casino?

Pero que pasa con este casino

THEY BLOCKED MY ACCOUNT WITHOUT PAYING ME MY EARNINGS THAT I REQUESTED FOR WITHDRAWAL SINCE NOVEMBER 26 WITHOUT REASONS

ME BLOQUEARON MI CUENTA SIN PAGARME MIS GANANCIAS QUE SOLICITÉ EL RETIRO DESDE EL 26 DE NOVIEMBRE SIN MOTIVOS

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They ask me and they ask me when they respond to my insistence on contacting support, they demand that I send them my bank account and they no longer respond to me and when they respond again they only demand the documents again but there is no response to my withdrawal.

me piden y me piden cuando llegan a responder mi insistencia de contactar a soporte me exigen y les mando mi cuenta bancaria y ya no me responden y cuando me vuelven a responder solo me vuelven a exigir los documentos pero no hay una respuesta a mi retiró.

AND THEY DIDN'T PAY ME

Y NO ME PAGARON

Dear MORALESLIC4,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Mexican Gaming Authority (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submitting a complaint to them. Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.v@casino.guru) . I am sorry I could not be of more help on this occasion.

Best regards,

Michal