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I had an account at Betway Latin America and I made my withdrawals normally, my card arrived the next day and then they asked me to migrate to Betway.com because Betway Latin America would stop working, I did it and when I made a withdrawal of 30.70 usd it was paid but it didn't It came to my card then they asked me to change the method to bank transfer I did it and now they tell me that it was paid to my card and I sent them the statement of my account so they can see that it was not paid

tenia una cuenta en betway latinoamerica y hacia mis retiros de forma normal a mi tarjeta me llegaba al dia siguiente y luego me pidieron que migrara a betway.com porque dejaria de funcionar betwaylatinoamerica lo hice y cuando hice un retiro de 30.70 usd salia pagado pero no me llego a mi tarjeta luego me pidieron que cambie el metodo a transferencia bancaria lo hice y ahora me dicen que fue pagado a mi tarjeta y les envie el estracto de mi cuenta para que vean que no fue pagado

Hello jesusbet23,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betway Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

They did not ask me for verification at betway.com but at betway latinoamerica it was verified and when they asked me to file my statement to verify that the payment was not made, they sent me an email from the documentation department of betway latinoamerica so I don't understand how they handle that and it was with real money it was not a bonus and I ask the casino support every day and they only tell me that it is already in the documents department and other days that it is in the payment department and to wait

No me pidieron verificación en betway.com pero en betway latinoamerica si estaba verificada y cuándo ne pidieron archivo de mi extracto para comprobar que no se realizo el pago me enviaron un correo del departamento de documentación de betway latinoamerica entonces no entiendo como manejan eso y fue con dinero real no fue un bono y pregunto al casino al soporte cada dia y solo me dicen que ya esta en el departamento de documentos y otros dias que esta en el departamento de pagos y que espere

So do I understand it correctly that you have provided them a proof that you did not receive the payment yet? If not, please do as soon as possible.

Dear jesusbet23,

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.

They sent me the money by neteller but after a lot of insistence and complaints and I can't withdraw it directly to my bank account I have to pay another commission

me enviaron el dinero por neteller pero despues de mucha insistencia y reclamos y no puedo retirarlo directamente a mi cuenta de banco tengo que pagar otra comision

So do I understand it correctly that the casino has paid out? Can the complaint be closed or do you require any additional assistance with the case?

Dear jesusbet23,

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.

The complaint will be now closed for the above mentioned reason.