URGENT COMPLAINT – OUTSTANDING WINNINGS NOT PAID

URGENT COMPLAINT – OUTSTANDING WINNINGS NOT PAID

I am extremely disappointed with the service I have received from Betway regarding my withdrawal.

I have been trying to withdraw my R2,800 winnings since 8 August 2026 and today is 27 August 2026 yet I still have not received my money. This means I have been waiting for **19 days** for my withdrawal to be successfully processed.

I have tried different withdrawal methods, including Standard Bank Instant Money and an EFT withdrawal to my Capitec Bank account, but the issue remains unresolved. My withdrawals are either reversed back into my Betway account or are not released.

I have also tried contacting Betway through Live Chat but there are often no agents available to assist me. The last agent I managed to speak with, Keanan, advised me to change my Betway password. I have already changed my password three times, as instructed, but I am continuously told to wait 72 hours**. More than 72 hours have now passed, yet my withdrawal is still not paid.

To make matters worse, my account was even locked while I was trying to resolve this issue. After I contacted Betway by email, my account was eventually reactivated, but my withdrawal problem remains unresolved.

I have also tried calling your Customer Support number, ***, but the number is not working.

This situation is unacceptable. I have followed all the instructions given to me, changed my password multiple times, waited well beyond the stated 72-hour period, tried different withdrawal methods, contacted Live Chat and emailed support, but I still do not have access to my R2,800 winnings.

I am requesting that this matter be urgently escalated to the relevant Treasury/Finance or Payments Department and that I receive a clear explanation as to why my withdrawal has not been successfully released.

I would also like Betway to provide me with a specific resolution and timeframe for when my R2,800 will be paid, rather than simply asking me to wait another 72 hours.

I have screenshots and records of my attempts to resolve this matter and can provide them as evidence.

Please treat this as a formal complaint and resolve it urgently.

Kind regards

Sesihle Sivatho Songo