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Hello, I need your help!

About a month ago, I registered on this betting site.

at the time of deposit, as I did not have a prepaid card in my name, I used that of my son.

No problem for the deposit, in fact I was granted.

Therefore I am aware that I have violated the terms and conditions, I would like some clarifications.

I won the net sum of € 900. I sent my identity document and my account was immediately validated.

When withdrawing € 250, I am reminded not to make deposits with cards in the name of third parties, the money deposited is reversed and I am confirmed that my withdrawal was regularly being processed and that it would be processed within 3 days working.

When I withdraw the remaining part, € 650, they ask me for proof of residence. I send a bill, notifying that I had recently changed residence, but that in any case that bill still reflected my old residence. Their procedure, suspend the account, ask me again for the copy of my driving license, I send it and subsequently no longer receiving an answer, now my account is in a blocked state.

For a large casino it was enough to simply regularize my position as it was doing, instead to avoid my withdrawal, they disappeared.

That's a ridiculous figure for taking such a stern attitude towards me. All the more reason, why give the possibility to deposit anyway? Large casinos, when depositing with other cards immediately block your deposit reminding you of these terms and conditions. I would therefore simply like to ask the staff, if there is a possibility to unlock my account, to receive my sum and to continue playing on this site which by the way I was really enjoying it.

Buongiorno, avrei bisogno del vostro aiuto!

Circa un mese fa, ho effettuato la registrazione su questo sito scommesse.

al momento del deposito, non avendo nella mia disponibilità una carta prepagata a me intestata, utilizzai quella di mio figlio.

Nessun problema per il deposito, infatti mi è stato concesso.

Pertanto sono consapevole di aver violato i termini e le condizioni, vorrei alcuni chiarimenti.

Ho vinto al netto la somma di 900€. Ho inviato il mio documento di identità ed il mio conto era stato subito dopo validato.

Al momento del prelievo di €250, mi viene ricordato di non effettuare depositi con carte intestate a terzi, mi vengono stornati i soldi depositati e mi viene confermato che il mio prelievo di trovava regolarmente in fase di elaborazione e che sarebbe stato evaso entro 3 giorni lavorativi.

Quando metto in prelievo la restante parte, 650€, mi chiedono una prova della residenza. Mando una bolletta, comunicando che da poco avevo cambiato residenza, ma che comunque quella bolletta rispecchiava ancora la mia vecchia residenza. Loro procedura, sospendono l’account, mi chiedono di nuovo la copia della mia patente, la mando e successivamente non ricevendo più risposta adesso il mio account si trova in stato bloccato.

Per un grande casinò bastava semplicemente regolarizzare la mia posizione come stava facendo, invece per evitare il mio prelievo, sono spariti.

È una cifra ridicola per assumere un atteggiamento così severo nei miei confronti. A maggior ragione, perché dare la possibilità dì depositare comunque? Grandi casinò, al momento del deposito con altre carte ti bloccano immediatamente il deposito ricordandoti tali termini e condizioni. Vorrei quindi semplicemente chiedere allo staff, se c’è possibilità di sbloccare il mio account, di ricevere la mia somma e di continuare a giocare su questo sito che tra l’altro mi stava piacendo molto.

Dear danilospeziale94,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you been informed what seems to be the reason for blocking your account? Do I understand correctly that the proof of address caused these problems? Or was it the deposit made from your son's card?

Looking forward to hearing from you.

Bets regards,

Kristina

In my opinion both. At the time of sending the document, the game account was successfully verified. When I requested the withdrawal, however, they informed me that the card used would be eliminated, that the money deposited would be reversed and that the

withdrawal would be processed within 3 business days. However, when a further withdrawal was requested, they asked me for proof of residence. I sent the electricity bill which, however, attested to my new residence, specifying that the payment for the electricity referred to my old residence. That said, I received a second e-mail, telling me to resend the copy of my driving license. Once the copy was sent, the

my account. I enclose a copy of the e-mail.

I am an honest and fair person, I hope the casino will rate my case as a mistake.

Secondo il mio parere entrambi. Al momento dell’invio del documento, il conto gioco è stato verificato correttamente. Quando ho richiesto il prelievo però, mi hanno informato che la carta utilizzata sarebbe stata eliminata, che i soldi depositati sarebbero stati stornati e che il

prelievo sarebbe stato elaborato entro 3 giorni lavorati. Richiesto però un ulteriore prelievo, mi chiedevano la prova di residenza. Ho mandato la bolletta della luce che attestava però la mi nuova residenza, specificando che il pagamento della luce, si riferiva alla mi vecchia residenza. Detto questo, ricevevo una seconda e-mail, che comunicava di inviare nuovamente la copia della mia patente. Inviata la copia, veniva successivamente bloccato il

mio account. Allego copia e-mail.

Sono una persona onesta e corretta, spero che il casinò valuti il mio caso come un errore.

Thank you very much for your reply, danilospeziale94. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. I would especially like to see all messages regarding the third-party deposit and problems with your documents. Thank you in advance.

Hi, I sent everything by e-mail, if you haven't received it, please let me know that this is all here. Sincerely

Salve, ho inviato tutto per e-mail, se non l’avete ricevuta, avvisatemi che posto tutto qui. Cordiali saluti

In case you use a third-party payment method, the casino has the right to cancel your winnings. Do I understand correctly that the casino has decided to let you withdraw your winnings, but they deduct the deposit amount from your winnings?

Could you please clarify how much money you deposited with someone else's payment method?

The casino had decided to pay me my winnings. First, however, he reversed the deposited figures, citing the elimination of the deposit method in question. I enclose the e-mail with in detail the

amount canceled, which is not part of the total winnings.

Il casinò, aveva deciso di pagarmi le vincite effettuata. Prima però, ha stornato le cifre depositate, riferendo di eliminare il metodo di deposito in questione. Allego l’ e-mail con in dettaglio la

cifra stornata, che non fa parte del totale delle vincite.

Thank you very much danilospeziale94 for your patience. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.

Hello danilospeziale94,

I will assist you with the complaint from now on. I went over the details of the case and I would like to ask you some additional questions:

1. Could you tell us if you made any additional deposits in the casino with your card, after the first deposit in the casino you made with your son's card?
2. Could you explain how much was the initial deposit in the casino you made with your son's card and if the reverse of the transaction was complete and when it was complete?
3. Did the casino inform you you can withdraw or otherwise keep your winnings in any other communication to you other than their message from the 21st of June?

From my understanding of the communication between the casino and you, You can keep your winnings only from a deposit made from your card and not from the deposits not made in your name. The casino informs you about this here:

Even at the time of deposit, the user can only use credit or debit cards whose name matches the registered one. Any winnings deriving from the use of these amounts remain however in your availability (therefore in your casino account balance)

Please let me know if I overlooked information and let me know about my questions above. Much appreciated!

I did not make any deposit afterwards, as I was waiting for the regularization of the account. However, I specify that I was given confirmation that my document was validated.

I deposited a total of € 261.00 which were then reversed, following my withdrawal request, not receiving any other communication by e-mail other than the one on 21.06.2022.

No, the casino only informed me on 21.06.2022 that my first withdrawal of € 250.00 was being processed. On my next withdrawal request, I only received the request for proof of residence.

Following the events listed above, my account was suspended without any communication and subsequently blocked.

I ask at the Betway casino: Why was such a tough decision made towards me? Why warn me that once my child's deposit method was eliminated, my position was regular and that therefore the sum of € 250.00 within 48 hours would be processed? Why give me the option to deposit anyway, even if prohibited? We are talking about a figure not even higher than € 1000.00, which on average I spend on my bets weekly. Why take away the opportunity to continue playing on this wonderful site? Nobody wants to question your rules, but I hope you have the good understanding that mine was an occasional mistake. Sincerely, thank you for intermediating. I await further implications.

Non ho effettuato successivamente alcun deposito, poiché in attesa restavo in attesa della regolarizzazione del conto. Preciso però che mi veniva data conferma che il mio documento era stavo validato.

Ho depositato un totale di € 261,00 che venivano poi stornati, a seguito della mia richiesta di prelievo, non ricevendo altre comunicazione per e-mail se non quella in data 21.06.2022.

No, il casinò mi aveva informato solo alla data del 21.06.2022, che il mio primo prelievo di € 250,00 era in fase di lavorazione. Alla mia successiva richiesta di prelievo, ricevevo solo la richiesta della prova di residenza.

A seguito delle vicende in elenco sopra, il mio conto veniva sospeso senza alcuna comunicazione e successivamente bloccato. 

Chiedo al casinò di Betway: Per quale motivo è stata presa una decisione così severa nei miei riguardi? Perché avvisarmi che la mia posizione una volta eliminato il metodo di deposito di mio figlio era regolare e che quindi la somma di € 250,00 entro 48 ore, sarebbe stata elaborata? Perché darmi la possibilità di depositare comunque, anche se proibito? Parliamo di una cifra nemmeno superiore a €1000,00, che in media spendo per le mie scommesse settimanalmente. Perché togliermi la possibilità di continuare a giocare su questo splendido sito? Nessuno vuole mettere in questione le vostre regole, però mi auguro abbiate la buona comprensione che il mio sia stata un errore occasionale. Cordiali saluti, grazie per aver intermediato. Attendo ulteriori risvolti.

I can understand your frustration danilospeziale94.

Unfortunately, the reason why your deposit in the casino you made with your son's card was accepted because there are real technical and other limitations for the casino to check if there is a mismatch between the cardholder's name and casino account name.

We'll ask the casino for explanation about your case, but please note that if they decide to confiscate your winnings anyway, we will not disagree with their decision.

Betway casino,

Could you inform us why the danilospeziale94's account has been blocked and what can be done to let him continue to play safely? Could you comment on the status of the withdrawal request of the 250€ from the 21st of June?

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’.

Hello danilospeziale94,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it.

We can't punish the casino for not allowing you to withdraw your winnings resulting from the deposit made using a payment method that is not in your name, therefore we are rejecting your complaint.

If you decide to pursue this case further, you have the option to follow the casino's complaint procedure detailed in point 8 on the following link: https://betway.it/policies/protezione-dei-giocatori/

To file a complaint contact the casino at the following email address within 3 months of the issue occurring and provide the following details to them:

E-mail: manager@betway.it

Written communications must contain the following information:

a) Username;

b) Your registered Name and Surname;

c) A detailed explanation of the complaint;

d) A date and time associated with the complaint (if applicable)

I am very sorry I couldn't help more, and I sincerely hope you won’t come across a problem like this again.

Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.