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FORMAL COMPLAINT: ACCOUNT TERMINATION AND CONFISCATION OF R6,000 WITHOUT A PROPER EXPLANATION

I recently received a shocking message from Betway support informing me that my account had been terminated and that all my funds had been confiscated, without any refund or return of my remaining balance. What makes this even more frustrating is that I was not given a clear explanation, proper evidence of any alleged breach of the terms and conditions, or an opportunity to respond.

I have been using Betway for many years, and I have never experienced anything like this before. I have always deposited money using legitimate payment methods, and I still have proof of my transactions.

To be specific, on 1 January 2026, I purchased a R1,000 OTT voucher. The details are as follows:

R1,000 OTT Voucher

Voucher code: *** Voucher amount: R1,000

I also purchased a R5,000 OTT voucher on 02 January 2026 using my Standard Bank account.

R5,000 OTT Voucher

Transaction *** Amount: R5,000 Transaction date: 02 January 2026

I have screenshots and proof of both transactions from my banking records and voucher receipt. I can also provide the relevant bank statements and receipts if required. These two purchases amount to R6,000 in total, which is my own money used to purchase OTT vouchers for depositing into Betway.

After depositing the money, I proceeded to place bets, including a bet on Barcelona. I genuinely do not understand how Betway can accept my deposits, allow me to use the platform, and then suddenly terminate my account and confiscate my funds without providing a proper explanation.

If Betway believes that I violated any rules, I expect the company to clearly explain what I supposedly did wrong and provide evidence to support that decision. Simply informing me that my funds have been confiscated without explaining why is unacceptable.

I have seen other customers raising similar complaints about accounts being restricted or terminated and balances being withheld under vague explanations such as prohibited activity or security concerns. I do not want to assume that this is what happened in my case, but the way my situation has been handled raises serious concerns about transparency and fairness.

What I am demanding is simple:

1. A full investigation into the termination of my account. 2. A clear and detailed explanation of the reason for the termination. 3. Evidence of the specific terms and conditions I allegedly violated. 4. The return of my R6,000 in deposits, together with any remaining legitimate winnings in my account, or a clear explanation of the legal and contractual basis for withholding them. 5. Escalation of this matter to senior management or the compliance department.

I am not asking for special treatment. I am simply asking for fair treatment and accountability. I have evidence of my purchases, I have been a customer for years, and I am prepared to provide all the necessary documentation to support my complaint.

I expect Betway to take this matter seriously and provide a proper response rather than sending me a general statement about confiscating my funds without addressing my concerns. My Contact number: *** I look forward to receiving a proper response, a full investigation and a fair resolution to this matter.