JJ
Judy J
1 reviews | Active since Apr 2026
19 Apr 2026, 07:05
Account Frozen with Funds – Poor Support for Responsible Gambling Disclosure
I am writing to express my extreme disappointment with the lack of support and empathy regarding a "Responsible Gambling" issue.
I am a recovering compulsive gambler. Yesterday, I experienced a trigger and deposited R300 (via TT voucher) into my Betway account. Realizing my mistake immediately, I attempted to withdraw the funds to protect my recovery. When the app blocked the withdrawal due to "play-through" requirements, I contacted Live Chat for help.
I was connected with an agent named Randzuli. I was completely transparent about my situation, explaining that I am in recovery and made a mistake. Instead of receiving the support expected under Responsible Gambling protocols, I was met with dismissive comments, including being told I "shouldn’t deposit if I didn't want to play."
While the agent did eventually block my account for 6 months (which I support), he initially refused to refund my R300, citing T&Cs. After much insistence, he told me to email my voucher receipt and proof of bank account to *** for an EFT refund.
I have followed these instructions but have received zero confirmation. I have now been waiting for a chat agent for over two hours today with no response.
I am requesting the following please
The return of my R300 deposit via EFT, as I have self-identified as a problem gambler and should not be forced to "play through" funds to get them back.
Better training for staff on how to handle sensitive disclosures regarding gambling addiction.
Helpful (0)
Replies (8)0
Replies (8)
Betway - South Africa's replyOfficial
20 Apr 2026, 08:19Hi Judy,
Thank you for your review and for your patience in awaiting a follow-up from us.
We are investigating this matter for you and once a resolution has been obtained, we will follow up with this information to resolve this matter with you.
Thank you for sharing the thrill and the love of the game with us as part of the Betway family.
And as always, please do not hesitate to contact us directly if you need any assistance: https://www.betway.co.za/contactpage
Regards,
Betway Team
Betway - South Africa's reply20 Apr 2026, 08:19
Official
Hi Judy,
Thank you for your review and for your patience in awaiting a follow-up from us.
We are investigating this matter for you and once a resolution has been obtained, we will follow up with this information to resolve this matter with you.
Thank you for sharing the thrill and the love of the game with us as part of the Betway family.
And as always, please do not hesitate to contact us directly if you need any assistance: https://www.betway.co.za/contactpage
Regards,
Betway Team
JJ
Judy J's updateReviewer Update
21 Apr 2026, 06:23Thank you for the reply, but I have already provided the requested documents to the FICA department and have received no confirmation or refund. Furthermore, your closing statement about 'sharing the thrill' is highly inappropriate given that I have officially disclosed a gambling addiction and requested a self-exclusion. Please escalate this to your Compliance or Responsible Gambling Manager immediately to resolve
JJ
Judy J's update21 Apr 2026, 06:23
Reviewer Update
Thank you for the reply, but I have already provided the requested documents to the FICA department and have received no confirmation or refund. Furthermore, your closing statement about 'sharing the thrill' is highly inappropriate given that I have officially disclosed a gambling addiction and requested a self-exclusion. Please escalate this to your Compliance or Responsible Gambling Manager immediately to resolve
JJ
Judy J's updateReviewer Update
07 May 2026, 07:19Update: Despite already submitting all requested documents previously, I was again asked to resend documentation and had to repeatedly follow up just to receive proper information regarding my funds. Communication has been slow, generic, and inconsistent throughout this process. Only after escalating the matter multiple times was I informed that my withdrawal had been sent for a “special withdrawal” review, with yet another waiting period of 7–10 business days added afterwards. The issue is not the amount involved — it’s the poor handling of the situation, lack of transparency, and constant delays. Customers should not have to chase support for clear answers or feel as though matters are intentionally being prolonged.
JJ
Judy J's update07 May 2026, 07:19
Reviewer Update
Update: Despite already submitting all requested documents previously, I was again asked to resend documentation and had to repeatedly follow up just to receive proper information regarding my funds. Communication has been slow, generic, and inconsistent throughout this process. Only after escalating the matter multiple times was I informed that my withdrawal had been sent for a “special withdrawal” review, with yet another waiting period of 7–10 business days added afterwards. The issue is not the amount involved — it’s the poor handling of the situation, lack of transparency, and constant delays. Customers should not have to chase support for clear answers or feel as though matters are intentionally being prolonged.
Betway - South Africa's replyOfficial
07 May 2026, 13:33Hi Judy,
Thank you for your review and for your patience in awaiting a follow-up from us.
We have tried reaching out to you, sadly to no avail.
Kindly advise on a suitable time for us to contact you to discuss the matter further.
Your response will be greatly appreciated.
Regards,
Betway Team
Betway - South Africa's reply07 May 2026, 13:33
Official
Hi Judy,
Thank you for your review and for your patience in awaiting a follow-up from us.
We have tried reaching out to you, sadly to no avail.
Kindly advise on a suitable time for us to contact you to discuss the matter further.
Your response will be greatly appreciated.
Regards,
Betway Team
JJ
Judy J's updateReviewer Update
07 May 2026, 19:52I find this response concerning, as I have received no missed calls, voicemails, SMS messages, or any indication whatsoever that an attempt was made to contact me telephonically. Additionally, my last two emails — which contained direct questions regarding my withdrawal — have still not been answered. At this stage, communication remains inconsistent and unclear. Publicly stating that you “tried reaching out” while ignoring direct email queries does not resolve the matter. For the record, email communication remains the most appropriate method. I am still awaiting direct answers regarding the status of the special withdrawal and the questions previously raised.
JJ
Judy J's update07 May 2026, 19:52
Reviewer Update
I find this response concerning, as I have received no missed calls, voicemails, SMS messages, or any indication whatsoever that an attempt was made to contact me telephonically. Additionally, my last two emails — which contained direct questions regarding my withdrawal — have still not been answered. At this stage, communication remains inconsistent and unclear. Publicly stating that you “tried reaching out” while ignoring direct email queries does not resolve the matter. For the record, email communication remains the most appropriate method. I am still awaiting direct answers regarding the status of the special withdrawal and the questions previously raised.
JJ
Judy J's updateReviewer Update
21 May 2026, 07:28Further Update:
After repeated follow-ups and ongoing generic responses, I finally received written confirmation from Betway on 8 May 2026 that my “special withdrawal” had been approved and that payment would be processed within 7–10 business days. Today is now the 10th business day since that approval, and I still have:
• No proof of payment
• No confirmation that payment has actually been released
• No indication of when the funds will reflect I have continued following up professionally throughout this process, yet communication remains reactive, delayed, and incomplete.
Each step requires unnecessary chasing for information, and timelines communicated in writing are now passing without resolution.
The issue is no longer the amount involved — it is the principle, the poor handling of the matter, and the ongoing lack of accountability and transparency from support. I am once again awaiting meaningful feedback and actual proof that payment has been processed.
After repeated follow-ups and ongoing generic responses, I finally received written confirmation from Betway on 8 May 2026 that my “special withdrawal” had been approved and that payment would be processed within 7–10 business days. Today is now the 10th business day since that approval, and I still have:
• No proof of payment
• No confirmation that payment has actually been released
• No indication of when the funds will reflect I have continued following up professionally throughout this process, yet communication remains reactive, delayed, and incomplete.
Each step requires unnecessary chasing for information, and timelines communicated in writing are now passing without resolution.
The issue is no longer the amount involved — it is the principle, the poor handling of the matter, and the ongoing lack of accountability and transparency from support. I am once again awaiting meaningful feedback and actual proof that payment has been processed.
JJ
Judy J's update21 May 2026, 07:28
Reviewer Update
Further Update:
After repeated follow-ups and ongoing generic responses, I finally received written confirmation from Betway on 8 May 2026 that my “special withdrawal” had been approved and that payment would be processed within 7–10 business days. Today is now the 10th business day since that approval, and I still have:
• No proof of payment
• No confirmation that payment has actually been released
• No indication of when the funds will reflect I have continued following up professionally throughout this process, yet communication remains reactive, delayed, and incomplete.
Each step requires unnecessary chasing for information, and timelines communicated in writing are now passing without resolution.
The issue is no longer the amount involved — it is the principle, the poor handling of the matter, and the ongoing lack of accountability and transparency from support. I am once again awaiting meaningful feedback and actual proof that payment has been processed.
After repeated follow-ups and ongoing generic responses, I finally received written confirmation from Betway on 8 May 2026 that my “special withdrawal” had been approved and that payment would be processed within 7–10 business days. Today is now the 10th business day since that approval, and I still have:
• No proof of payment
• No confirmation that payment has actually been released
• No indication of when the funds will reflect I have continued following up professionally throughout this process, yet communication remains reactive, delayed, and incomplete.
Each step requires unnecessary chasing for information, and timelines communicated in writing are now passing without resolution.
The issue is no longer the amount involved — it is the principle, the poor handling of the matter, and the ongoing lack of accountability and transparency from support. I am once again awaiting meaningful feedback and actual proof that payment has been processed.
JJ
Judy J's updateReviewer Update
21 May 2026, 12:00Further Update:
After repeated follow-ups and ongoing generic responses, I finally received written confirmation from Betway on 8 May 2026 that my “special withdrawal” had been approved and that payment would be processed within 7–10 business days. Today is now the 10th business day since that approval, and I still have:
• No proof of payment
• No confirmation that payment has actually been released
• No indication of when the funds will reflect I have continued following up professionally throughout this process, yet communication remains reactive, delayed, and incomplete.
Each step requires unnecessary chasing for information, and timelines communicated in writing are now passing without resolution.
The issue is no longer the amount involved — it is the principle, the poor handling of the matter, and the ongoing lack of accountability and transparency from support. I am once again awaiting meaningful feedback and actual proof that payment has been processed.
After repeated follow-ups and ongoing generic responses, I finally received written confirmation from Betway on 8 May 2026 that my “special withdrawal” had been approved and that payment would be processed within 7–10 business days. Today is now the 10th business day since that approval, and I still have:
• No proof of payment
• No confirmation that payment has actually been released
• No indication of when the funds will reflect I have continued following up professionally throughout this process, yet communication remains reactive, delayed, and incomplete.
Each step requires unnecessary chasing for information, and timelines communicated in writing are now passing without resolution.
The issue is no longer the amount involved — it is the principle, the poor handling of the matter, and the ongoing lack of accountability and transparency from support. I am once again awaiting meaningful feedback and actual proof that payment has been processed.
JJ
Judy J's update21 May 2026, 12:00
Reviewer Update
Further Update:
After repeated follow-ups and ongoing generic responses, I finally received written confirmation from Betway on 8 May 2026 that my “special withdrawal” had been approved and that payment would be processed within 7–10 business days. Today is now the 10th business day since that approval, and I still have:
• No proof of payment
• No confirmation that payment has actually been released
• No indication of when the funds will reflect I have continued following up professionally throughout this process, yet communication remains reactive, delayed, and incomplete.
Each step requires unnecessary chasing for information, and timelines communicated in writing are now passing without resolution.
The issue is no longer the amount involved — it is the principle, the poor handling of the matter, and the ongoing lack of accountability and transparency from support. I am once again awaiting meaningful feedback and actual proof that payment has been processed.
After repeated follow-ups and ongoing generic responses, I finally received written confirmation from Betway on 8 May 2026 that my “special withdrawal” had been approved and that payment would be processed within 7–10 business days. Today is now the 10th business day since that approval, and I still have:
• No proof of payment
• No confirmation that payment has actually been released
• No indication of when the funds will reflect I have continued following up professionally throughout this process, yet communication remains reactive, delayed, and incomplete.
Each step requires unnecessary chasing for information, and timelines communicated in writing are now passing without resolution.
The issue is no longer the amount involved — it is the principle, the poor handling of the matter, and the ongoing lack of accountability and transparency from support. I am once again awaiting meaningful feedback and actual proof that payment has been processed.
Betway - South Africa's replyOfficial
21 May 2026, 13:33Hi Judy,
Thank you for your review and for your patience while we attended to your query.
Our team can confirm that the payment has been successfully processed within the advised timeframe. We have also shared a detailed update with you via email.
You may refer to that communication for further information.
Should you require any further clarification, please do not hesitate to contact us: https://www.betway.co.za/contact-us
Kind regards,
Betway Team
Kind regards,
Betway Team
Betway - South Africa's reply21 May 2026, 13:33
Official
Hi Judy,
Thank you for your review and for your patience while we attended to your query.
Our team can confirm that the payment has been successfully processed within the advised timeframe. We have also shared a detailed update with you via email.
You may refer to that communication for further information.
Should you require any further clarification, please do not hesitate to contact us: https://www.betway.co.za/contact-us
Kind regards,
Betway Team
Kind regards,
Betway Team