disputed 1ForYou voucher redemptions and lack of evidence

I am extremely disappointed with how Betway has handled this situation.

On Monday, I requested an EFT withdrawal of R1,000. This withdrawal was then cancelled and converted into a 1ForYou voucher withdrawal. I do not recall requesting this change, but I attempted to access the voucher anyway. When I did, I discovered that the voucher PIN had already been redeemed, despite the fact that I had never used or shared it with anyone.

The following day, a further withdrawal of R190 was processed to a 1ForYou voucher. Once again, I did not authorize this withdrawal, and the voucher PIN was also shown as already redeemed.

This means a total of R1,190 has effectively been removed from my account via voucher withdrawals that I did not redeem.

To make matters worse, I spent nearly two hours waiting for customer support just to receive assistance. Given that this involves missing funds and a potential account security issue, this level of service is unacceptable.

The response I received from Betway was that my account had been “compromised” and that Betway is not liable for losses resulting from compromised accounts. I was advised to reset my password and secure my account.

However, no evidence or supporting information has been provided to justify this conclusion.

If my account was compromised, I am requesting full clarity on: • The exact time and date the unauthorized access occurred • IP addresses and devices used to access my account • When and where the 1ForYou vouchers were redeemed • Why my EFT withdrawal was changed into a voucher withdrawal • Why a second withdrawal was processed without my consent

At this stage, I have also noted multiple similar complaints online from other users reporting issues involving 1ForYou voucher withdrawals and redemption disputes, which raises further concern about how these cases are being handled.

Under the Consumer Protection Act (South Africa), I am entitled to fair, transparent, and accountable service, as well as clear information regarding transactions affecting my account. I am requesting that Betway conduct a full investigation and provide a detailed explanation supported by transaction and security logs.

If this matter is not resolved with proper evidence and a satisfactory explanation, I will escalate the complaint to the relevant gambling regulatory authority and consumer protection bodies for further review.

At present, I am left without my funds, without evidence-based answers, and without confidence in the handling of account security and withdrawals on the platform.