Interaction ID: 14963781

Conversation Between:
Customer Name: Sibusiso
Agent Name: Ane

Started: 6/30/2024, 9:16:56 PM

Ended: 6/30/2024, 10:33:22 PM

-- BEGIN TRANSCRIPT --
[6/30/2024, 9:16:56 PM] from: Athena™ :: Please select an option below
[6/30/2024, 9:16:58 PM] from: Sibusiso :: Withdrawals
[6/30/2024, 9:16:58 PM] from: Athena™ :: Please select an option below
[6/30/2024, 9:17:00 PM] from: Sibusiso :: I have not received my withdrawal
[6/30/2024, 9:17:00 PM] from: Athena™ :: Which withdrawal option did you use
[6/30/2024, 9:17:08 PM] from: Sibusiso :: '1ForYou Voucher
[6/30/2024, 9:17:08 PM] from: Athena™ :: Your money is in safe hands
[6/30/2024, 9:17:08 PM] from: Athena™ :: Note: Withdrawals are processed to the
selected method, within 24 hours of you requesting it
[6/30/2024, 9:17:08 PM] from: Athena™ :: Please enter the amount withdrawn
[6/30/2024, 9:17:29 PM] from: Sibusiso :: 60
[6/30/2024, 9:17:29 PM] from: Athena™ :: When was this withdrawal made
[6/30/2024, 9:17:32 PM] from: Sibusiso :: Other
[6/30/2024, 9:17:32 PM] from: Athena™ :: Please manually enter the withdrawal date
(DD/MM/YY)
[6/30/2024, 9:18:05 PM] from: Sibusiso :: 12/2023
[6/30/2024, 9:18:05 PM] from: Athena™ :: Great, thank you for the information. You
are in our chat queue, please wait for the next available agent.
[6/30/2024, 9:23:33 PM] from: Sibusiso :: ?
[6/30/2024, 9:23:33 PM] from: Athena™ :: You are in queue, you will be connected to
an agent, as soon as one is available. Apologies for the wait.
[6/30/2024, 9:23:37 PM] from: Sibusiso :: Customer has disconnected.
[6/30/2024, 9:23:51 PM] from: Sibusiso :: Customer has connected.
[6/30/2024, 9:29:00 PM] from: Sibusiso :: ?
[6/30/2024, 9:29:43 PM] from: Sibusiso :: Customer has disconnected.
[6/30/2024, 9:30:08 PM] from: Ane :: A warm welcome to the Betway Support Team. 😁
You are chatting to Ané. I do apologize for the long wait, this is due to a high
influx of chats in this recent times. 😊

I will be happy to look into your account. 😁

[6/30/2024, 9:32:44 PM] from: Ane :: I haven't heard from you in some time. Are we
still connected? 😅

[6/30/2024, 9:33:41 PM] from: Sibusiso :: Customer has connected.

[6/30/2024, 9:33:54 PM] from: Sibusiso :: Hi
[6/30/2024, 9:34:14 PM] from: Sibusiso :: Yes I am
[6/30/2024, 9:34:37 PM] from: Sibusiso :: Customer has disconnected.
[6/30/2024, 9:34:59 PM] from: Ane :: In regards to your withdrawal , please provide
me the following details :
- Date requested

[6/30/2024, 9:35:36 PM] from: Ane :: There's no transactions on your account for
December
[6/30/2024, 9:35:41 PM] from: Sibusiso :: Customer has connected.
[6/30/2024, 9:38:35 PM] from: Sibusiso :: There are actually alot of withdrawals I
havent received even and some of them were made early last year during the scratch
cards and im dissapointed in berway hence I havent used it in a while
[6/30/2024, 9:40:24 PM] from: Sibusiso :: I once had won a considerable amount of
money on hot hot betway.I was given free spins on hot hot betway and I won some
money but I didnt receive the money
[6/30/2024, 9:40:59 PM] from: Sibusiso :: Customer has disconnected.
[6/30/2024, 9:41:06 PM] from: Ane :: Please show me the withdrawals requested on
your account that you are referring to, as I am advising that there's no activity
on your account between 2023-07-09 and today
[6/30/2024, 9:43:13 PM] from: Sibusiso :: Customer has connected.
[6/30/2024, 9:43:29 PM] from: Sibusiso :: Customer has disconnected.
[6/30/2024, 9:43:36 PM] from: Ane :: I haven't heard from you in some time. Are we
still connected? 😅

[6/30/2024, 9:43:39 PM] from: Sibusiso :: Customer has connected.

[6/30/2024, 9:43:51 PM] from: Sibusiso :: Im still there
[6/30/2024, 9:45:51 PM] from: Sibusiso :: It was during the time betway was running
the scratch cards promotion
[6/30/2024, 9:46:45 PM] from: Ane :: During the whole of 2023, there was 1
withdrawal requested on your account of R100.00 and I cannot see which method it
was as it was this long ago
[6/30/2024, 9:47:16 PM] from: Ane :: Oh I see, it was requested via EFT to your
Bank account.
[6/30/2024, 9:48:58 PM] from: Sibusiso :: Bank account? I have never received it
and I do not withdraw using my bank account
[6/30/2024, 9:49:14 PM] from: Ane :: This was on 2023-03-13

[6/30/2024, 9:50:15 PM] from: Sibusiso :: I never received it

[6/30/2024, 9:51:17 PM] from: Ane :: There was a total of 2 withdrawals on your
account since 2022.

One on 2023-03-18 an the 1 from today.

[6/30/2024, 9:53:42 PM] from: Sibusiso :: Hence im saying I did not receive that
withdrawal and after I did not receive it I did not use beltway anymore I wS
dissapointed
[6/30/2024, 9:55:31 PM] from: Sibusiso :: And what about the money.that I won on
the scratch cards
[6/30/2024, 9:56:48 PM] from: Sibusiso :: And what I know is I nece
[6/30/2024, 9:57:04 PM] from: Sibusiso :: ????
[6/30/2024, 9:57:35 PM] from: Sibusiso :: What I know is I never withdraw using my
bank account
[6/30/2024, 9:57:41 PM] from: Ane :: This withdrawal was processed on exactly 2023-
03-18 .
It takes 1-2 business days to reflect on the requested bank account which I cannot
see anymore due to this being from 2023-03-13.
If I may ask why are you only querying this now?

The scratch card promotion has been expired for almost a year now, as I advised,
there is no withdrawals during that timeframe unless you can show them to me

[6/30/2024, 10:00:46 PM] from: Ane :: I haven't heard from you in some time. Are
we still connected? 😅

[6/30/2024, 10:01:50 PM] from: Sibusiso :: I am quering this because I saw my

friend using betway and I was impressed by the slots you have in-store hence I
deposited money today but I wanted to make sure that I get all the money I won
fires
[6/30/2024, 10:02:09 PM] from: Sibusiso :: #first
[6/30/2024, 10:05:04 PM] from: Sibusiso :: And the money from the scratch cards is
not a withdrawal it is money that I won on hot hot frut (freespins) and was
supposed to be added into my betway account but it was never added to my balance
[6/30/2024, 10:05:17 PM] from: Ane :: Since the year of 2022 after your last
withdrawal that I do not have any information on right now, the only activity on
your account was the deposit of R5.00 on 2024-06-30 which you then immediately
withdrew again which we do not allow, we do have wagering requirements that have to
met before a withdrawal will be approved. Please note that you need to wager your
full deposit, you may only withdraw your winnings as per our terms and conditions.
[6/30/2024, 10:08:45 PM] from: Ane :: I can send you your entire running balance
from when you were registered so you can have a look at your transactions on your
end. Your balance is correct, and any queries about the scratch cards I will need
proof
[6/30/2024, 10:09:10 PM] from: Sibusiso :: I wanted to see if I was going to
receive withdrawal because I did not want the same mistake to happen to me again
[6/30/2024, 10:09:23 PM] from: Ane :: Please provide me with your email address so
I can email it to you.
[6/30/2024, 10:10:08 PM] from: Sibusiso :: [email protected]
[6/30/2024, 10:10:33 PM] from: Ane :: Thank you, I will send that to you within the
next hour, apologies, it's a timely process.
[6/30/2024, 10:12:14 PM] from: Sibusiso :: And the withdrawal you still cant help
me with?
[6/30/2024, 10:12:38 PM] from: Sibusiso :: The one you said you dont have
information about?
[6/30/2024, 10:12:48 PM] from: Ane :: At this time unfortunately not as this was so
long ago that there's no information available on it
[6/30/2024, 10:14:29 PM] from: Sibusiso :: You see what I mean ? And the on that
was supposedly withdrew via eft?
[6/30/2024, 10:14:54 PM] from: Sibusiso :: Because I di not withdraw my winnings
using eft
[6/30/2024, 10:15:45 PM] from: Ane :: Again I will advise, this was processed to
the requested method on 2023-03-13. If you never received this withdrawal why did
you not contact us in regards to that?
[6/30/2024, 10:17:25 PM] from: Sibusiso :: Because thats not the only query I have
with you
[6/30/2024, 10:17:51 PM] from: Ane :: Unfortunately II will need to look at your
account in depth because of it being on 2023-03-13. Please note this is going to
take a while as per the process. Please note that I willl send you an email in
regards to this with the information available once I have it
[6/30/2024, 10:19:34 PM] from: Sibusiso :: I would appreciate that very much
[6/30/2024, 10:20:25 PM] from: Ane :: Thank you, Is there anything else I may
assist you with at this time? 😊
[6/30/2024, 10:22:32 PM] from: Sibusiso :: If that withdrawal was not sent to my
bank account then that means theres fraudulent activity happening in my account
and I will have to take this matter further
[6/30/2024, 10:23:54 PM] from: Sibusiso :: Customer has disconnected.
[6/30/2024, 10:25:10 PM] from: Ane :: Can I call you
[6/30/2024, 10:26:58 PM] from: Sibusiso :: Customer has connected.
[6/30/2024, 10:27:10 PM] from: Sibusiso :: Yes
[6/30/2024, 10:27:38 PM] from: Sibusiso :: Why do you want to call me
[6/30/2024, 10:29:56 PM] from: Ane :: I do see that this withdrawal was refunded
via EFT and then requested via 1 for you. Apologies.

If hi is still available I can resend you the details now, In order to process your
request, please confirm your full name and ID number.
[6/30/2024, 10:31:36 PM] from: Ane :: I haven't heard from you in some time. Are
we still connected? 😅

[6/30/2024, 10:33:14 PM] from: Ane :: Due to inactivity, I unfortunately have to

end the chat now 🥺 , however if there is anything else that you need, Please do
not hesitate to contact as via Call or email, for any further assistance.
All Betway contact details can be found at https://www.betway.co.za/contactpage
[6/30/2024, 10:33:22 PM] Notice :: Agent has left the conversation.
[6/30/2024, 10:33:22 PM] from: Athena™ :: Question 1/2 : How satisfied are you with
the service received from the agent who helped you?
[6/30/2024, 10:34:22 PM] from: Athena™ :: Question 2/2 : Based on your experience
with us thus far, how likely are you to recommend Betway to a friend or colleague?
[6/30/2024, 10:35:22 PM] from: Athena™ :: Would you like a transcript of this
conversation?
-- END TRANSCRIPT --