Withdrawal request disaster with betway

On the 31st of January 2021 I won a bet at Betway of R314 000. I then requested a withdrawal on the same date. I got and SMS after few hours that my withdrawal request has been received and will be processed within 72 hours.

I then got a second SMS that betway request a bank statement and I immediately sent the requested bank statement. 72 hours passed with no payment and on the 5th February 2021 (5 days after withdrawal request) I logged into my betway app where I found a day old notification that says betway request colour copy of my ID which I sent on the same day (5th February 2021) and this time I CCed the betway Fica department and also betway support department.

On Monday 8th Feb 2021 I got a feedback from Mark of Support that my email and documents required have been received and that they will check them out and process my payment.

Today - 10th Feb 2021 I then saw a notification on my betway app that says BS VALID. I then called betway on *** to understand what was BS VALID notification meant and spoke with a lady by the name of Dalana or Dalala if I'm not mistaken. She requested my number for betway and checked my account and told me that my email was received and all documents were received and the BS VALID means that BANK STATEMENT is valid and they are waiting for FICA department to check my ID so they process the payment.

Later today around 21h15, by my surprise when I check my running bets on my betway app I found that my withdrawal request was returned to my betway account. I then received a notification that says “KYC/feedback requested - We had to refund your withdrawal request as we have not received feedback on the additional documentation that was requested. Please email your documentation and Betway account number to ***”

Followed by another notification that says “Hi,

Please be advised that your withdrawal of [Amount] has been reversed and credited to your Betway account as requested.

Thank you and have a great day further.

Regards, The Betway Payments Team”

Immediately I got three SMS on my phone that says “Your withdrawal has been reversed to your betway account as per your request. Have a great day.”

Betway, All I want is my money. I have never asked betway to reverse my money back to my betting accounts whatsoever and I do know what type of games you are trying to play here going up and down delaying my withdrawal. Please process my money. I have made another request again.