FF
Freddy F
1 reviews | Active since Sept 2026
10 Sept 2026, 12:09
Betway account compromised R5,99.03 my winnings were used on casino games that I never played
I am writing to formally complain about Betway South Africa and their failure to protect my account and winnings.
On 09 September 2026, I placed a bet and WON R5,990.03. When I woke up the next morning, my entire balance was GONE. I did not withdraw it or play it.
When I contacted Betway support, they told me my account was "compromised" and that someone else logged in and lost my money playing casino games. This is unacceptable.
1. I use biometrics (fingerprint / Face ID) to log into my Betway account. How was someone able to bypass my biometric security and access my account without any security alert, OTP, or email from Betway? 2. I hardly ever play casino games. My full betting history will clearly show I am a sports bettor, not a casino player. A sudden large casino spend right after a R5,990.03 win should have been flagged as suspicious/*****ulent activity. 3. I received zero security notifications. No SMS, no email, no alert about a new device or location login.
Betway is taking no responsibility and refusing to refund me, even though this is clearly a failure on their security side. They can see I don't play casino.
I am requesting a full investigation with IP address / login logs for 09 September 2026, and a full refund of my winnings of R5,990.03 to my account.
Helpful (0)
Replies (11)0
Replies (11)FF
Freddy F's updateReviewer Update
10 Sept 2026, 12:17The correct amount won is R5,990.03
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Freddy F's update10 Sept 2026, 12:17
Reviewer Update
The correct amount won is R5,990.03
FF
Freddy F's updateReviewer Update
10 Sept 2026, 16:30Update 16:30 - betway responded via email Ref ***0 denying liability, claiming it was a "customer action". I have disputed this and submitted a formal PAIA request for login IP logs as they refused to provide them. Awaiting response. Still no refund.
FF
Freddy F's update10 Sept 2026, 16:30
Reviewer Update
Update 16:30 - betway responded via email Ref ***0 denying liability, claiming it was a "customer action". I have disputed this and submitted a formal PAIA request for login IP logs as they refused to provide them. Awaiting response. Still no refund.
FF
Freddy F's updateReviewer Update
10 Sept 2026, 16:56I am escalating to the Western Cape Gambling and Racing board tomorrow if the full IP/device longs are not provided and the funds not restored
FF
Freddy F's update10 Sept 2026, 16:56
Reviewer Update
I am escalating to the Western Cape Gambling and Racing board tomorrow if the full IP/device longs are not provided and the funds not restored
FF
Freddy F's updateReviewer Update
10 Sept 2026, 16:56I am escalating to the Western Cape Gambling and Racing Board tomorrow if the full IP/device logs are not provided and the funds not restored.
FF
Freddy F's update10 Sept 2026, 16:56
Reviewer Update
I am escalating to the Western Cape Gambling and Racing Board tomorrow if the full IP/device logs are not provided and the funds not restored.
FF
Freddy F's updateReviewer Update
14 Sept 2026, 11:00UPDATE 15/09/2026 - Betway still not refunding R5990.03 (Acc ***0). After my review, they denied sending other customer's ID/phone via voice note, but I have screenshot where they admitted "sent in error". Live chat on 15/09 at 08:24 ignored my POPIA complaint and kept asking for DOB. Balance now R15.67. Complaints filed with WCGRB and Information Regulator (ref pending). Awaiting logs for unauthorized bet on 09 Sept.
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Freddy F's update14 Sept 2026, 11:00
Reviewer Update
UPDATE 15/09/2026 - Betway still not refunding R5990.03 (Acc ***0). After my review, they denied sending other customer's ID/phone via voice note, but I have screenshot where they admitted "sent in error". Live chat on 15/09 at 08:24 ignored my POPIA complaint and kept asking for DOB. Balance now R15.67. Complaints filed with WCGRB and Information Regulator (ref pending). Awaiting logs for unauthorized bet on 09 Sept.
FF
Freddy F's updateReviewer Update
14 Sept 2026, 15:12Hi Betway Team,
Thank you for replying on 14 Sept but this does not resolve anything.
1. Unauthorized bet: R5990.03 placed on 09 Sept 2026 while my balance is now R15.67 (Acc ***0). I did not place this bet. Provide IP/device logs and refund.
2. POPIA breach: On 15 Sept your team sent me another customer's ID document + phone number in error via voice note, then on same day your Legal team emailed me admitting "erroneously transmitted information" and asking me to delete evidence. I have retained this evidence for WCGRB and Information Regulator as required by law.
Your live chat on 15/09 at 08:24 ignored my complaint.
Please refund R5990.03 and provide POPIA breach notification as per Section 22. WCGRB and IR complaints already filed.
Regards, Freddy
Thank you for replying on 14 Sept but this does not resolve anything.
1. Unauthorized bet: R5990.03 placed on 09 Sept 2026 while my balance is now R15.67 (Acc ***0). I did not place this bet. Provide IP/device logs and refund.
2. POPIA breach: On 15 Sept your team sent me another customer's ID document + phone number in error via voice note, then on same day your Legal team emailed me admitting "erroneously transmitted information" and asking me to delete evidence. I have retained this evidence for WCGRB and Information Regulator as required by law.
Your live chat on 15/09 at 08:24 ignored my complaint.
Please refund R5990.03 and provide POPIA breach notification as per Section 22. WCGRB and IR complaints already filed.
Regards, Freddy
FF
Freddy F's update14 Sept 2026, 15:12
Reviewer Update
Hi Betway Team,
Thank you for replying on 14 Sept but this does not resolve anything.
1. Unauthorized bet: R5990.03 placed on 09 Sept 2026 while my balance is now R15.67 (Acc ***0). I did not place this bet. Provide IP/device logs and refund.
2. POPIA breach: On 15 Sept your team sent me another customer's ID document + phone number in error via voice note, then on same day your Legal team emailed me admitting "erroneously transmitted information" and asking me to delete evidence. I have retained this evidence for WCGRB and Information Regulator as required by law.
Your live chat on 15/09 at 08:24 ignored my complaint.
Please refund R5990.03 and provide POPIA breach notification as per Section 22. WCGRB and IR complaints already filed.
Regards, Freddy
Thank you for replying on 14 Sept but this does not resolve anything.
1. Unauthorized bet: R5990.03 placed on 09 Sept 2026 while my balance is now R15.67 (Acc ***0). I did not place this bet. Provide IP/device logs and refund.
2. POPIA breach: On 15 Sept your team sent me another customer's ID document + phone number in error via voice note, then on same day your Legal team emailed me admitting "erroneously transmitted information" and asking me to delete evidence. I have retained this evidence for WCGRB and Information Regulator as required by law.
Your live chat on 15/09 at 08:24 ignored my complaint.
Please refund R5990.03 and provide POPIA breach notification as per Section 22. WCGRB and IR complaints already filed.
Regards, Freddy
FF
Freddy F's updateReviewer Update
14 Sept 2026, 15:15On 11 September your team sent me another customer’s ID. And your legal team emailed me the same day
FF
Freddy F's update14 Sept 2026, 15:15
Reviewer Update
On 11 September your team sent me another customer’s ID. And your legal team emailed me the same day
FF
Freddy F's updateReviewer Update
15 Sept 2026, 08:56@Betway Team - 15 Sep 08:49
This is the SECOND time you send the same template. "Under review with relevant team" since when?
Timeline:
• 09 Sep: R5990.03 unauthorized bet placed,
• Last week Thursday 11 Sep: Your team sent me another customer's ID + phone number via voice note
• Same day 11 Sep: Your legal team emailed admitting "erroneously transmitted information" and told me to delete evidence
• 14 Sep: I posted proof here
• Today 15 Sep: You reply with same template again
I have been waiting since last week Thursday. 4 business days with no refund, no POPIA Section 22 breach notification, no IP logs.
This is now with WCGRB (licence holder) and Information Regulator for POPIA breach. Your admission email is attached to both complaints.
Stop templating. Refund R5990.03 to account ***0 and issue breach notification TODAY.
Freddy
This is the SECOND time you send the same template. "Under review with relevant team" since when?
Timeline:
• 09 Sep: R5990.03 unauthorized bet placed,
• Last week Thursday 11 Sep: Your team sent me another customer's ID + phone number via voice note
• Same day 11 Sep: Your legal team emailed admitting "erroneously transmitted information" and told me to delete evidence
• 14 Sep: I posted proof here
• Today 15 Sep: You reply with same template again
I have been waiting since last week Thursday. 4 business days with no refund, no POPIA Section 22 breach notification, no IP logs.
This is now with WCGRB (licence holder) and Information Regulator for POPIA breach. Your admission email is attached to both complaints.
Stop templating. Refund R5990.03 to account ***0 and issue breach notification TODAY.
Freddy
FF
Freddy F's update15 Sept 2026, 08:56
Reviewer Update
@Betway Team - 15 Sep 08:49
This is the SECOND time you send the same template. "Under review with relevant team" since when?
Timeline:
• 09 Sep: R5990.03 unauthorized bet placed,
• Last week Thursday 11 Sep: Your team sent me another customer's ID + phone number via voice note
• Same day 11 Sep: Your legal team emailed admitting "erroneously transmitted information" and told me to delete evidence
• 14 Sep: I posted proof here
• Today 15 Sep: You reply with same template again
I have been waiting since last week Thursday. 4 business days with no refund, no POPIA Section 22 breach notification, no IP logs.
This is now with WCGRB (licence holder) and Information Regulator for POPIA breach. Your admission email is attached to both complaints.
Stop templating. Refund R5990.03 to account ***0 and issue breach notification TODAY.
Freddy
This is the SECOND time you send the same template. "Under review with relevant team" since when?
Timeline:
• 09 Sep: R5990.03 unauthorized bet placed,
• Last week Thursday 11 Sep: Your team sent me another customer's ID + phone number via voice note
• Same day 11 Sep: Your legal team emailed admitting "erroneously transmitted information" and told me to delete evidence
• 14 Sep: I posted proof here
• Today 15 Sep: You reply with same template again
I have been waiting since last week Thursday. 4 business days with no refund, no POPIA Section 22 breach notification, no IP logs.
This is now with WCGRB (licence holder) and Information Regulator for POPIA breach. Your admission email is attached to both complaints.
Stop templating. Refund R5990.03 to account ***0 and issue breach notification TODAY.
Freddy
FF
Freddy F's updateReviewer Update
16 Sept 2026, 08:27Update 16 Sep 07:47 - @Betway
Still no resolution. You rep**** yesterday 15 Sep 08:49 saying "under review with relevant team" - same template you sent on 11 Sep.
I have been waiting since last week Thursday 11 Sep when your team sent me another customer's ID and your legal team admitted it via email asking me to delete evidence.
R5990.03 unauthorized bet still not refunded to account ***0. Balance left R15.67.
1. Where is my refund?
2. Where is the POPIA Section 22 breach notification?
3. Where are the IP logs for the bet on 09 Sep?
Case is now logged with WCGRB and Information Regulator. I will not delete your evidence.
Stop delaying.
Still no resolution. You rep**** yesterday 15 Sep 08:49 saying "under review with relevant team" - same template you sent on 11 Sep.
I have been waiting since last week Thursday 11 Sep when your team sent me another customer's ID and your legal team admitted it via email asking me to delete evidence.
R5990.03 unauthorized bet still not refunded to account ***0. Balance left R15.67.
1. Where is my refund?
2. Where is the POPIA Section 22 breach notification?
3. Where are the IP logs for the bet on 09 Sep?
Case is now logged with WCGRB and Information Regulator. I will not delete your evidence.
Stop delaying.
FF
Freddy F's update16 Sept 2026, 08:27
Reviewer Update
Update 16 Sep 07:47 - @Betway
Still no resolution. You rep**** yesterday 15 Sep 08:49 saying "under review with relevant team" - same template you sent on 11 Sep.
I have been waiting since last week Thursday 11 Sep when your team sent me another customer's ID and your legal team admitted it via email asking me to delete evidence.
R5990.03 unauthorized bet still not refunded to account ***0. Balance left R15.67.
1. Where is my refund?
2. Where is the POPIA Section 22 breach notification?
3. Where are the IP logs for the bet on 09 Sep?
Case is now logged with WCGRB and Information Regulator. I will not delete your evidence.
Stop delaying.
Still no resolution. You rep**** yesterday 15 Sep 08:49 saying "under review with relevant team" - same template you sent on 11 Sep.
I have been waiting since last week Thursday 11 Sep when your team sent me another customer's ID and your legal team admitted it via email asking me to delete evidence.
R5990.03 unauthorized bet still not refunded to account ***0. Balance left R15.67.
1. Where is my refund?
2. Where is the POPIA Section 22 breach notification?
3. Where are the IP logs for the bet on 09 Sep?
Case is now logged with WCGRB and Information Regulator. I will not delete your evidence.
Stop delaying.
FF
Freddy F's updateReviewer Update
16 Sept 2026, 15:25@betway ?
FF
Freddy F's update16 Sept 2026, 15:25
Reviewer Update
@betway ?
FF
Freddy F's updateReviewer Update
18 Sept 2026, 14:22I’m still waiting for answers @betway it’s been a week now
FF
Freddy F's update18 Sept 2026, 14:22
Reviewer Update
I’m still waiting for answers @betway it’s been a week now