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I requested a withdrawal on January 17th, and I waited for the three business days required to receive the withdrawal, as I had previously withdrawn 1900 MX and received it within this timeframe. However, when nothing arrived within those three days, I contacted them and was told that they needed more documents. Therefore, I sent the required documents, which were confirmed on Monday, January 29th. Since then, I have been in touch with them and I have been given different answers - some say to wait 48 hours, others inform me that the withdrawal has not yet been executed.

Hice el retiro desde el día 17 de enero, espere los 3 días hábiles para recibir el retiro, por que ya había retirado antes 1900 mx y me llego en ese lapso de tiempo, pero como no llego nada en esos 3 días me contacte con ellos y me dijeron que necesitaban mas documentos, así que mande los documentos y quedaron confirmados el Lunes 29 de enero. Desde entonces me he estado contactando con ellos y unos me dicen que espere 48 hrs, otros que el retiro aún no lo accionan.

Dear Lyrox,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you were in contact with casino support and what did you discuss?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Could you please confirm that you have passed the KYC verification?

Yes, I sent an electricity bill, my credential, an account statement and my bank contract.

Have you accumulated your winnings with the help of a bonus?

No, do not use any bonus or promotion. In fact, I had already withdrawn 2,000 Mexican pesos once and had not had any type of problem, by the next day I already had my money.

When was the last time you were in contact with casino support and what did you discuss?

This morning, they told me that it was already paid, and I told them that nothing is reflected in my bank account yet and they told me that it may take from 1 to 7 business days for it to be reflected in my bank account, which was for a SWIFT transfer, but the truth is I don't trust it very much, for the same reason that the first withdrawal I made took 1 day and this withdrawal already took more than 1 day.

¿Podría confirmar que ha pasado la verificación KYC?

Si, envié un recibo de luz, mi credencial, un estado de cuenta y el contrato de mi banco.

¿Has acumulado tus ganancias con la ayuda de un bono?

No, no use ningún bono ni una promoción. De hecho ya había retirado una vez 2000 pesos mexicanos y no había tenido ningún tipo de problema, para el día siguiente ya tenia mi dinero.

¿Cuándo fue la última vez que estuvo en contacto con el soporte del casino y qué discutieron?

Hoy en la mañana, me comentaron que ya quedo pagado, y les dije que aun no se refleja nada en mi cuenta de banco y me comentan que puede tardar de 1 a 7 hábiles en verse reflejado en mi cuenta de banco, que fue por una transferencia SWIFT, pero la verdad no me fio mucho, por lo mismo que el primer retiro que hice tardo 1 día y este retiro ya tardo mas de 1 día.

I update the information a little, on February 7 they made the deposit and it is now February 12 and I have not received anything. I spoke to support a few minutes ago and they told me that since February 7 it had already been paid on their part, that by Wednesday at the latest it could be reflected in my bank account. I also asked them if there was a way to confirm that they made the deposit, they told me to mark my bank and ask if I had a pending or held deposit, which I just did a few minutes ago and they told me that nothing appears to them. About that, I told them a little about the situation and they told me that the casino could provide me with a number to be able to track that withdrawal but they have not provided me with that.

Actualizo un poco la información, el 7 de Febrero me hicieron el deposito y ya es 12 de Febrero y no he recibido nada. Hable con soporte hace unos minutos me comentaron que desde el 7 de febrero ya había quedado pagado por su parte, que mas tardar para el miércoles se podría ver reflejado en mi cuenta de banco. También les pregunte si había una forma de corroborar que ellos hicieron el deposito, me dijeron que marcara mi banco y preguntara si tenia un deposito pendiente o retenido, cosa que acabo de hacer igual hace unos minutos y me comentan que a ellos no les aparece nada de eso, les comento un poco la situación y me dicen que los del casino me podrían proporcionar un numero para poder rastrear ese retiro pero no me han proporcionado eso.

I update the information again. Today, February 13, I contacted betway support telling them about everything mentioned above, and they told me that they put the withdrawal on pause again. The support that assisted me told me that he does not know the reason why they put it on pause again, that it is an independent team from them that is in charge of making the withdrawals, but nevertheless he sent a message to let me know that it was no longer There was no documentation missing on my part, the only thing missing was for them to make the withdrawal. But they have already told me this on 2 other occasions, that the support sends a message to the team in charge so that they can make the payment, so they have been bringing me for two weeks now that my documentation was verified. In total they took 2 weeks to validate my documents, and another 2 weeks that I am trying to withdraw and they do the same thing, telling me that the payment will be made, and then they pause it again, and I ask if there is any reason why this happens but the support can't tell me why.

Actualizo de nuevo la información. Hoy 13 de Febrero me comunique con el soporte de betway comentándoles todo lo anterior mencionado, y me dicen que el retiro lo volvieron a poner en pausa. El soporte que me atendió me comento que el no sabe la razón por la cual lo volvieron a poner en pausa, que es un equipo independiente e a ellos los que se encargan de realizar los retiros, mas sin embargo mandó un mensaje para avisar que ya no faltaba nada de documentación por mi parte, que solo falta por parte de ellos hacer el retiro. Pero pues esto ya me lo han dicho en otras 2 ocasiones, que el soporte manda mensaje a el equipo encargado para que ya efectúen el pago, así me traen desde hace dos semanas que mi documentación quedo verificada. En total tardaron 2 semanas en validar mis documentos, y otras 2 semanas que estoy tratando de retirar y me hacen lo mismo, de decirme que el pago ya se hará, para que después lo vuelvan a poner en pausa, y pregunto si hay alguna razón de por que pasa esto pero el soporte no sabe decirme el por que.

Thank you very much, Lyrox, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Lyrox,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betway Casino MX representative to join this conversation.

Dear Betway Casino MX,

Could you please provide more information about this case?

Thank you in advance,

Mirka

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.

Dear Lyrox,

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 (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka