Instant Money withdrawal allegedly redeemed by someone else — urgent investigation required I am extremely disappointed with Betway’s handling

I am extremely disappointed with Betway’s handling of my R250 withdrawal dispute.

Betway processed my withdrawal through an Instant Money voucher. I received the voucher number and PIN by SMS, but when I attempted to redeem it, I was told that the voucher had already been redeemed. I did not redeem the voucher and did not authorise anyone else to use it.

I contacted Standard Bank, which confirmed that the voucher was redeemed by another individual recorded as “Eso”. Standard Bank also indicated that the transaction raised a ***** concern and that the relevant account was blocked due to suspected *****ulent activity.

The voucher appears to have been redeemed almost immediately after being issued. This raises serious concerns about the security of Betway’s voucher-generation or transmission process. Despite this, I have not received a satisfactory resolution or reimbur*****t of the R250.

I am calling on Betway to act immediately by:

Investigating the voucher generation, transmission and redemption records;

Providing the exact dates and times of the withdrawal, voucher issuance and redemption;

Explaining how a third party was able to redeem the voucher;

Liaising with Standard Bank and the relevant payment provider; and

Refunding the R250 that I did not receive or authorise anyone else to redeem.

Betway should not simply refer me elsewhere when the withdrawal originated from my Betway account and the voucher was compromised shortly after being issued. I expect a written response and a clear resolution within five business days. If this is not resolved, I will escalate the matter to the relevant payment provider, consumer-protection and gambling-regulatory authorities.

Betway, please investigate this urgently and refund my R250