Missing Funds -Betway

To Betway South Africa

I am writing to formally raise a serious concern regarding missing funds from my account.

On 16 February at approximately 19:40, I was playing roulette. The winning number was 19, and the payout was R180. After this win, my account balance showed R1115.39. When I attempted to place another bet shortly thereafter, I was shocked to see that my balance had dropped to R0.39.

I am the only person with access to this account. No one else uses my login details.

I immediately logged a call and sent an email but received no acknowledgement, reference number, or callback. It is extremely concerning that an organisation of your size does not provide proper email confirmations or timely responses to customer queries.

When I followed up with your customer care department two days later, I was told that I had allegedly placed a bet which used the full R1115. However, when I requested a detailed breakdown of the exact numbers played and full betting history reflecting how this amount was used, your agent was unable to provide this information. I further requested to speak to a senior representative and was promised a callback within an hour, which never happened.

This is completely unacceptable.

I require the following without delay:

A full transaction and betting history for 16 February around 19:40, clearly showing where the R1115.39 was used.

Proof of the alleged bet placed for that full amount.

Immediate reimbur*****t of my funds should you be unable to provide clear evidence of the transaction.

This is my money, and I expect transparency and accountability. If this matter is not resolved urgently, I will have no choice but to escalate it to the Western Cape Gambling Board.

I look forward to your prompt response.

Regards, Ash