BETAT— player complaints: 34 in English

I opened an account with Betat on 26/8/2017 and closed it 24 hours later when I discovered they were owned by NRR Entertainment with whom I had self-excluded accounts (Betat, Slotty Vegas and Lucky Dino). Betat confirmed that I had self-excluded an account with them in 2014 but that the email address and telephone number that I used on my new account were different. I had a constant exchange of emails with the owner of Betat and he was insistent that they could not have identified me by name, address and date of birth alone and it was even suggested that I deliberately changed my email address and telephone number to circumvent the self-exclusion which was untrue, especially as three years had passed since I self-excluded. I am still convinced that I should not have been able to open an account with Betat as my personal details were exactly the same as those registered on the excluded accounts (as I pointed out to Betat - name, address and date of birth can never change whereas email addresses, phone numbers and bank details can change over time). The fact I was able to register a new account whilst self-excluded would suggest that Betat's procedures were not robust enough to prevent self-excluded players accessing their gambling services. I even quoted the following from the UKGC website regarding an operator who had been fined for the same failure: "there were weaknesses in their online registration system which enabled self-excluded customers to open new accounts by retaining some personal details but changing all of the following details: •user name •bank card •email address. This does not comply with the requirements in Social Responsibility Code 3.5.3(1) and (6)" Betat referred me to their ADR but they do not deal with licensing issues and refunds so I had no one else to fight my cause until I found the Pogg and now I am hoping you can mediate and help me obtain the refund I truly believe I am entitled to.

Despite my account showing at least 1 NDP and earnings of over 300e in RS, my percentage has failed to materialize in my earnings stats. Images already supplied confirm this was showing but not credited during March and it appears there's a possible quota, if not a NCO snuck in? or maybe faulty reporting. In previous months the account has added my RS commission to my balance so something is not usual here. I have tried the rep on CM and had no further response from 2 weeks ago other than an acknowledgement. My most recent image posted in CM PM's demonstrates that the now March is complete I have earned 0 despite those images showing RS. I would appreciate an investigation into this matter as it's clear something is amiss somewhere. Regards [EDIT]

Hello, i played on there site and i won 16 000SEK (more than a month ago 2017-11-28) After i tried to whidraw my money they started ask me about documents proving who i am. I sent all the documents they requested. And still no money. But today when i looked it up, they said i broke there rules. I had one moore whidraw from another of there sites, slotyvegas casino. And from them i had 19 316 SEK, And exaly the same thing happend there. And i will not recive my money. I followed all there rules. So now i come to you. Can you please help me the pogg? Is so much money for me, and i feel like im hopeless in this case... They also told me that they wont answer my questions about this.

Signed up at Betat Casino and provided my verification documents by email on 4/10/16. The terms stated that it could take up to 5 days for the verification to be completed. I have since been on Live Chat and email asking for an update, with very generic responses such as: -The delay is due to the extraordinary high volume of UK players verifying accounts at the moment. -Unfortunately the verification team still do not have an exact time frame for when your account will be verified. -We are doing our utmost to speed them up as much as possible I then received an email on 29/10/2016 with the following: Please be informed that your account has been flagged for fraudulent behaviour. Due to this, we are required to terminate any direct line of communication with you immediately. Consequently we have now permanently closed your account, forfeited all funds and removed your email address from our mailing list. No further correspondence on this matter will be entered into directly. Should you wish to discuss the matter further, you may raise this case with the Malta Gaming Authority who will act as the legal mediator between both parties. Regards, BETAT Risk Department I have had no response from The MGA so coming to you as one of the mediators as I have heard you may have had a few similar complaints regarding this casino. Please note that I do not remember the exact amount owed to me, but I do know it was around the mark I have indicated in the field. Thank you [EDIT]

I deposited and got a bonus from BETAT casino. I played on slots which wasn't on the excluded list. I was told via live chat that I could withdraw any time while using my real money and not dipping into the bonus. Imade a withdrawal for the sum of £1250 to which I was asked for identification and documents to verify my account. I sent all the relevant documents to which I received a email stating that all correct documents had been sent. I received a email today 26/03/2017 saying my account had fraudulent activity on and my account had been closed and funds confiscated. No evidence has been shown to me of the said fraudulent activity which I believe to be fictional.

I received an email stating that my account has been flagged for fraudulent behaviour. I had a balance of 1149 gbp in cash and a further 500 pounds in bonus funds. The email I received informed me to contact you as the ADR. Look forward to hearing from you, [EDIT]

Hi, I have a dispute with Betat and have been advised to contact you as the ADR. I have been playing there for a while, and would have low RTP's very regularly. On Thursday 28th December I expected to receive a £100 bonus as part of the Xmas promotion, but was told by Livechat that I wouldn't receive it, even though I had met the wagering conditions. I asked [EDIT] to close my account, he said he couldn't and I had to do it myself via self exclusion. I told him i didn't want to do it like that as this would indicate a gambling problem. I was then told by [EDIT] that this was the only way the account could be closed. On Sunday 1st I logged in, played and lost £1200, checked with livechat and my RTP's were 36% and 84% on a £500 and £700 deposit. I then contacted the casino manager to complain about this, and tell him I had asked for my account to be closed on Thursday but it hadn't been actioned, and if it had been I would be £1100 better off. When I logged in again on Tuesday, I found they had disabled my account, and this shows that they had the ability to do it when I asked them to do it on Thursday 28th. My issue is this, I believe that they should have closed the account when I asked, and not waited for another few days. I also believe that as I had a cashback arrangement with them, at the very least I should receive 20% of my losses for that week back, which they have said they won't do. Can you help?

Tried to withdraw about 8 days ago. I play here all the time and have been payed out over a handful of times so I'm already verified at this casino. I won a large amount last week tried to withdraw 7,500 first then another 5,000 and yet to receive either of those withdraws. I continued playing and now have another 70,000(AUD) in my account still now. I have spoke to the chat team and they have been giving me the same storey for the last 8 days. something about the software companies are reviewing my game play because of my large win amount. In the last 8 days they have given no no more answers on a time frame all they say is should be with in 24-48hours and this was over a week ago. regards viet.

I opened an account 13th October and deposited £100 which I then played on the casino via the welcome bonus. after completing the wagering I was left with a balance of approximately £210. On trying to access my account in November, I received a notice saying my account was closed. I then contacted the company to ask why my account was closed and was told that I needed to contact the gaming commission and make a formal complaint. They also told me that they notified me of this on the 2nd November however my junk email folder only went back to 8th November therefore have never read this email. Every email I have sent to them to inquire what is happening and what is happening to my money, but every time they just keep referring my to the gaming commission. Can you help please? surely this is theft?

Had winnings of £611, submitted documents for account verification, heard nothing for 2 weeks so went onto live chat only to be told management had closed my account, no reason has been provided.

I would like to file a complaint agains NRR Entertainment - operators of a casino website called Betat.ie/Betat.com I registered with the website on 3rd October and availed of a sign-up bonus which was - deposit €100 and get a bonus of €100. This had to be wagered a number of times before the bonus was released. I made a second deposit on the 4th October and got another matchup bonus - €20 deposit and €20 bonus which again had to be wagered a number of times. I lucking managed to win approximately €1,530. I then sent in requested documents to get my account verified to facilitate a withdrawal. This would normally be a formality as my documents were in order. Almost four weeks later my account was still unverified, which meant that i was unable to withdraw my winnings. Today, to my horror, i received an email as follows ---------------------------------------------------------------------------------------- "Hi [EDIT], Please be informed that your account has been flagged for fraudulent behaviour. Due to this, we are required to terminate any direct line of communication with you immediately. Consequently we have now permanently closed your account, forfeited all funds and removed your email address from our mailing list. No further correspondence on this matter will be entered into directly. Should you wish to discuss the matter further, you may raise this case with the MaltaGaming Authority who will act as the legal mediator between both parties. Regards, BETAT Risk Department ---------------------------------------------------------------------------------------- The bonus carried a great amount of risk. There was every chance that I would lose my deposit (possibly around 80%). I tried to contact them to see if they could explain what fraudulent behaviour was flagged. They were unwilling to provide any further information. I am absolutely certain that I did not at any time breach their terms and conditions. I would be extremely grateful if you could act as the legal mediator in this 'case' as I'm not sure what other course of action I can take, apart from a legal one. I have/had a balance of €1,650 when they suspended my account. This includes two deposits of €100 & €20. (Yes, they have my deposits also) My details are [EDIT] [EDIT] [EDIT] [EDIT] [EDIT] [EDIT]

Dear Sir/Madam I'd like to raise a serious complaint about the online casino Betatcasino. I recently opened an account with them, won some money on their site and 3-4 weeks later I got an email telling me my account had been closed for fraudulent activity. They failed to tell me exactly what this fraudulent activity was and not only did they close my account but they confiscated all my funds including my £100 deposit. Thanks in advance [EDIT]

Hi, deposited £50 after joining on 19th october 2016. After winning £50 playing on their slots and having a total balance of £100 they asked for the usual docs for account verification. I sent these to them after 2 weeks i got an email accusing me of fraud and they were closing my account and keeping my money.This is completely unacceptable.

Hi there I joined Betat.co.uk around a month ago; and sending all my genuine information/documentation over to them for approval which never came. During that time i played a welcome bonus after depositing £100 of my own money as i have done on various site before and i did nothing different to how i have played casinos before. I came out on top for once but had to wait to withdraw and after a month of waiting and chasing the casino for approval so i could withdraw or play new bonuses etc i have just received an email saying: 'Please be informed that your account has been flagged for breaches in our Terms & Conditions. Due to this, we are required to terminate any direct line of communication with you immediately. Consequently we have now permanently closed your account, forfeited all funds and removed your email address from our mailing list. No further correspondence on this matter will be entered into directly. Should you wish to discuss the matter further, you may raise this case with The Pogg. As our Alternative Dispute Resolution (ADR) they will act as the legal mediator between both parties.' I don't believe I have broken any rules at all and they haven't given explanation as to what i have done wrong. All the money they have taken was cash (£100 deposit + £252 winnings) and not bonus money at all. I feel I'm being very harshly dealt with just for winning; i have not intentionally done anything untoward or different from how i have played any other casino, none which have done this to me. I hope you can help Kind Regards [EDIT]

Signed up with BETAT casino. Deposited as per sign up bonus offer. I was very lucky to have gambled on casino slots my balance up to 1200. When trying to withdraw the casino required verification. They made the verification process dificult but still I followed every step they asked me to. The final email for this process was last wednesday 26th october. It would take maximum of 5 days for verification. After hearing nothing i emailed them today 2/11/2016 to ask for information on the current progress of my verification. upon checking my emails i have received a hostile email stating "Please be informed that your account has been flagged for breaches in our Terms & Conditions. Due to this, we are required to terminate any direct line of communication with you immediately. Consequently we have now permanently closed your account, forfeited all funds and removed your email address from our mailing list. No further correspondence on this matter will be entered into directly. Should you wish to discuss the matter further, you may raise this case with The Pogg. As our Alternative Dispute Resolution (ADR) they will act as the legal mediator between both parties" Where do i go from here? does this mean i have lost the 1200 that i was expecting? please advise Thanks in advance for your help [EDIT]

ON 11/10/16 I OPENED AN ACCOUNT WITH £75 USING BETAT'S BET £100 GET £100 FREE OFFER. AFTER WAGERING X30 ON REEL RUSH AND STARBURST I HAD A BALANCE OF £191. I WAS UNABLE TO WITHDRAW THIS AMOUNT, AND ON THEIR HOME PAGE WAS ADVISED TO SEND VARIFICASTION DOCUMENTS WHICH COULD TAKE UP TO 5 DAYS TO VARIFY. WHEN AFTER 5 DAYS I HAD HEARD NOTHING I CONTACTED LIVE SUPPORT (TWICE) AND WAS TOLD BOTH TIMES MY ACCOUNT WAS STILL BEING VARIFIED. THEN I RECIEVED THE FOLLOWING EMAIL FROM BETAT: [EDIT] Sat, 10/29/16 12:33 pm Hi [EDIT], Please be informed that your account has been flagged for fraudulent behaviour. Due to this, we are required to terminate any direct line of communication with you immediately. Consequently we have now permanently closed your account, forfeited all funds and removed your email address from our mailing list. No further correspondence on this matter will be entered into directly. Should you wish to discuss the matter further, you may raise this case with the Malta Gaming Authority who will act as the legal mediator between both parties. Regards, BETAT Risk Department AS ADVISED I CONTACTED: 'the Malta Gaming Authority' BUT WAS ADVISED BY THEM: Dear Mr. [EDIT], Whilst acknowledging your email, kindly be informed that since NRR Entertainment Limited (uk.betatcasino.com) is operating in the UK under a UKGC license, as a UK resident you are courteously requested to submit your query directly to the appropriate regulator that is The Pogg' SO I OPENED AN ACCOUNT WITH THE POGG TO RAISE A DISPUTE THIS IS TOTALY UNACCEPTABLE. PLEASE ADVISE. RGDS [EDIT]

I joined BETAT in October and was a verified player on 4.10.16. I attempted a withdrawal on the 5.10.16. This withdrawal was pending for 3 weeks and was advised numerous times that other checks needed to be made (despite being a KYC verified player). I have now received an email stating fraudulent behaviour and my winnings £950 including deposit have been forfeited.

I submitted the required documents for account verification on 07/10/16. The website states that the process should take a maximum of 5 days. However, as of 30/10/16, the account has not been verified. Any attempts to contact livechat have been useless. They refuse to give any indication of how long the process will take, and will only state that it is up to the verification team. Is there any way you could help with the verification of my account with BETAT? Thanks

Hi I signed up to BETAT Casino at the start of October. I deposited £100 and got a £100 sign up bonus. I was playing £5/spin (less than the max spin rule as per the terms of the bonus) and got my balance up to £303.50 including the bonus. The bonus terms stated that wagering requirements would only begin once the original deposit had been used. It also stated that while the bonus has not been touched, a player can forfeit the bonus and withdraw his deposit and winnings without having to complete the wagering requirements of the bonus. As I had only been wagering with my deposit and not yet touched the £100 bonus, I decided I would withdraw £203.50 and forfeit the bonus. To make a withdrawal, they first wanted ID documents. I sent these documents to them on 5th October. I received confirmation that the documents were being processed. I then heard nothing for weeks. I enquired on Live Chat several times and I was just told that there was a backlog of documents to be verified and mine would be verified in due course. Then, on 29th October, I received an email saying my account had been flagged for fraudulent behaviour and all funds would be forfeited. I have pasted the email below. I wholeheartedly refute these allegations. I read the terms of the bonus carefully before signing up and I know I didn't breach any of the terms. I have no idea why they claim fraudulent behaviour. My username at this casino: [EDIT] Email address: [EDIT] I would be very grateful if you could look into this for me and see whether there is any way this dispute can be resolved and my deposit and winnings paid to me, as I believe that they have no reason to withhold these. Please let me know if you need any more information. I look forward to hearing from you. Thank you [EDIT] Hi [EDIT], Please be informed that your account has been flagged for fraudulent behaviour. Due to this, we are required to terminate any direct line of communication with you immediately. Consequently we have now permanently closed your account, forfeited all funds and removed your email address from our mailing list. No further correspondence on this matter will be entered into directly. Should you wish to discuss the matter further, you may raise this case with the Malta Gaming Authority who will act as the legal mediator between both parties. Regards, BETAT Risk Department

have just recieved the following email from BETAT Casino; Please be informed that your account has been flagged for fraudulent behaviour. Due to this, we are required to terminate any direct line of communication with you immediately. Consequently we have now permanently closed your account, forfeited all funds and removed your email address from our mailing list. No further correspondence on this matter will be entered into directly. Should you wish to discuss the matter further, you may raise this case with the Malta Gaming Authority who will act as the legal mediator between both parties This is after signing up to them weeks ago and winning around £700. They have been apparently verifying my id all this time, so to receive this mail was a shock. I have committed no fraud, I genuinely do not understand what they are talking about. It is wrong that a casino would be able to get away with stealing players winnings with no explanation, and even stealing the original money deposited!