Betway complaint - poor customer service

[tim166]

Has anyone else had trouble with betway?

They don't seem to have a contact number and are pretty slow at replying to the emails.

Me and my father both have accounts with them and they have recently blocked both our accounts suggesting we are using multiple accounts! I don't see why this has only recently become a problem. When contacting them they are very general with their responses and not helpful at all.

It seems that despite emailing them 10/15 times I have got absolutely nowhere to sorting out the problem.

[Andy]

Yes they got 5*s (out of 10) for a reason:
The Gambling Times | Bookmakers, Reviewed By The Gambling Times | betway

They have been quite quick to close accounts suspected of being linked in the past, did you both log in from the same place/computer? That would probably have done it. Was there a balance in either account?

[blowingbubbles]

Unfortunately they have every right to refuse your custom:

1.3 Refusal to Register, Deregistration and Exclusion

1.3.1 We may refuse to register you as a player or elect to deregister and exclude you as a player from Betway at any time and for any reason whatsoever.

1.3.2 You acknowledge hereby that Betway is not obliged to give you prior notice of its decision to refuse, deregister or exclude you nor to furnish you with any reasons for such decision.

1.3.3 You may only open and hold one account at Betway. Duplicate accounts will be unilaterally closed by us. All bets and bonus bets on such duplicate accounts will be void and all funds deposited by you will be returned to you less a 10% handling fee. In the case of a player registering multiple accounts in such a manner that would indicate clear intent to mislead Betway.com as to the true identity of the player concerned, we shall be entitled, at our sole discretion, to withhold all funds due, including initial deposits.

1.4 Consequences of Deregistration or Exclusion and Closed Customer Accounts

1.4.1 If we deregister or exclude you from Betway we shall have the right to:

1.4.1.1 Withhold payment to you of any contested funds whether such contested funds are bets placed, deposits, cash-in, bonus bets, refunds, free money, pay outs or the like;

Also note this T&C from the sign up bonus:

Any Sportsbook promotion can only be redeemed once per person, family, household, e-mail address, phone number, payment method details, shared computer (e.g. school or work.) and IP address.

So I think you will need to explain the full story before getting any more advice like did you both claim sign up bonuses? Do you both live at the same household? And have they confiscated any money?

[clarke9]

Had real problems with these once think it might have been the iesnare thing at the time, closed my account and said i could have my £25 deposit back minus 10% admin charge. Tried to get to the bottom of it but no explanations came my way and very little responce in general to my emails. After about 2 months having written the money off it suddenly appeared in my bank account. Sorry cant really offer you any advice on the subject only that your not the only one who has had problems with this book.

[tim166]

Yeh no worries, it seems like they're not going to reply any more. I really don't know why they blocked the accounts, we've been using them for a while. We do use the same computer therefore have the same IP but there's no reason this shouldn't be allowed?

I did recently use their bet £25 get a free £25 bet offer and luckily i'd withdrawn my winnings from the first bet so they only siezed my free bet.

In summary I really wouldn't recommend them to anyone and it makes sense that they only got 5/10.

[wobbler]

To be honest I'm amazed they get 5 stars, in my opinion they would be lucky to get zero.

[blowingbubbles]

I've never had a problem myself using just one account from my household and think 5 stars is a fair assessment, read somewhere they are hot on accounts from the same IP, household etc so never chanced it. Then again I've never had a reason to contact CS so can't comment there.

[munk]

Yeh no worries, it seems like they're not going to reply any more. I really don't know why they blocked the accounts, we've been using them for a while. We do use the same computer therefore have the same IP but there's no reason this shouldn't be allowed?

I did recently use their bet £25 get a free £25 bet offer and luckily i'd withdrawn my winnings from the first bet so they only siezed my free bet.

In summary I really wouldn't recommend them to anyone and it makes sense that they only got 5/10.

Just to confirm - you've opened an account with Betway, completed the SUB, then your dad has gone in and tried to do the same SUB and they've refused the bonus on your Dad's account?

If that's the case then I would say they have acted quite properly in this instance if the T&C that bb pasted above are correct:

Any Sportsbook promotion can only be redeemed once per person, family, household, e-mail address, phone number, payment method details, shared computer (e.g. school or work.) and IP address.

To be fair you've probably been quite lucky to get off so lightly, they could easily have confiscated your Dad's winnings from his initial bet if not the full balance as well (in which case you might have had a 'complaint' to answer). But as it is I think they've probably done you a favour by removing the free bet - imagine if you'd placed the free bet at very long odds, layed the bet off at an exchange, the bet went on to win and THEN they'd decided to confiscate the free bet and any winnings from it? You'd be down £1000s and wouldn't have a very strong case at all for getting it back since they clearly say in the T&C only one bonus per household etc.

The best thing is just to move on and learn from it, always remember to read the T&C fully before you do any bonus and get screenshots as well if you can to fall back on in case they change the T&C later.

Re the 5* rating - I would say if anything this kind of behaviour you've described actually goes in their favour if anything, as I say they could easily have been a bit dirty here but they weren't and appear to have done 'the right thing'. Makes a nice change really.

[Diamondgeezer]

Always found Betway very good myself.

[munk]

I've had an annoying experience with CS at Betway now. I took a £50 reload bonus (by email invite) with a £750 WR. I was mugging just £5-10 bets mostly with the occasional £20 bet perhaps, mostly winners which was good. After about £500 of wagering, they limited me to just £1 bets, so I had £250 or so left to WR on £1 bets which was tedious to say the least.

CS were completely useless, they refused to either sort the limits out or remove the WR which meant my balance was locked in completely until I'd placed the remaining few hundred bets at £1 a go. They suggested completing the WR in the casino (which is 30x, not 15x with lots of per-game weighting as well so really only slots count even at 30x), I wasn't really that interested in playing in the casino at those odds.

If it had been a lot larger WR / my balance had been larger I probably would have complained to LGA and it would have been sorted out eventually I suppose, but as it was I just stuck a ton of £1 bets on and got through it eventually. Probably for the best as well because a lot of those bets had lost so I'd have been well down if it weren't for them limiting me - instead I think I came out up £150 so ... thanks Betway, I suppose?!

Still, completely rogue, they didn't give a crap about it and didn't seem to think it was unreasonable at all limiting to £1 stakes when they'd locked my balance pending completion of a fairly substantial WR. On the plus side though they did pay out in just 3 days, I had expected to have to jump through hoops verifying ID (again) but thankfully no problems other than a not too unreasonable 3 day wait.