A problem with money withdrawal

I got a call Wednesday morning from one of your customer care agent by the name Neo. He said that he would contact the other team that is supposed to handle the matter and he will call if there's anything that is required from my side. To my surprise I noticed now that my betway account is terminated without notifying me... I can't get access to it. The money isn' paid into my bank account. Is it how the matter is being resolved/ investigate like this?

Good day Betway, I'm writing to let you know that I feel that the matter was resolved unfairly. Your terms and condition 11.2 of the terms states: Should it be determined that any prohibited activity has taken place, Betway reserves the right to withhold any withdrawals and / confiscate/recover all the winnings which is reasonably believes are related to the prohibited activity." - My money was not a payout/winnings, that was the deposited money from my bank account to betway account. I even have proof of the deposits and the failed attempted withdrawals from the 18January 2026. Also proof that the money was not related to the " prohibited activity"

In SA our intuition is backed by law: If a gambling operator makes a decision like freezing/ terminating an account based on an automated system / profiling, and they dont explain the logic to you, they are likely in breach of the PROTECTION OF PERSONAL INFORMATION ACT ( POPIA )

The fact that you also rep**** with an email about your system detecting a breach of your terms and conditions, you are also failing the POPIA requirement for meaningful human. I need a fair resolvement in this matter or I have no choice to escalate it.

Section 71 of POPIA ( THE RIGHT TO KNOW "WHY" )
1. "You cannot be subjected to a decision that has substantial consequences for you ( like losing a large payout) if that decision is based solely on the automated processing of your data."

Betway is legally required to provide me with sufficient information about underlying logic of that processing. The transparency is required, who made that decision? if it's the automated system that made the decision, I have the right to a human being at the company to actually listen to my side of the story and review the automated decision.

If it's a human that made the decision to terminate and take my money , I still deserve to know how he/she made that decision.

Please, Betway do the right thing and follow the POPIA law, that way everyone will be happy.

PLEASE PAY ME BACK MY MONEY. I NEED IT!!

Thank you!

I'm saying the matter is resolved unfairly. You are not communicating, all I got is an email stating clause of the terms and conditions. No call I received. I want answers, explanations and I cant get them from you or anyone of your team members. All you know is taking people's money and your terms and conditions, nothing else...

I really tried and I think now it's time for the Provincial Gambling Board, Ombudsman and the National Consumer Commission to deal with this matter and deal with Betway decisively.

Thank you for wasting my time. And its not the last time you hear from me.