BETAT— player complaints: 34 in English

Hi, I am hoping you can help, I opened an account with BETAT a couple of days after seeing it as top rated on your site. I deposited £200 played mainly £5 spins, won about £450 so my cash funds were about £650. I continued playing, when I had played through over £200 my total cash balance was £600. I saw I had to send off my documents so I did on the 5th October 2016. They were received and I received an email back informing me verification will take up to 5 working days. I continued to play £10 here and there over the next few days my total went up and down but is now back at £600. On the 7th October I contacted via live chat to see when I would be verified and if not how would they inform me when I was verified. I spoke to [EDIT], who was more interested in how I found the Casino and not the verification. (I can send the transcript if you require). I waited over another 2 weeks before contacting them again on the 24th October. I spoke to [EDIT] again who could not tell me what was going on or why it was taking so long. He could not answer me all I managed to get out of him was "I can't tell you what they are doing exactly as it's a different department. Maybe they have more people working at present. They just said to inform players they are doing all they can" (I have a copy of this live chat transcript if required). I should of had my documents verified by the 10th October, it is now the 27th , I have still not been verified and I can not speak to anybody about this. I asked for complaints route/procedure and I was informed to contact yourselves. This Casino is highly rated on your site and i do not understand why they seem to just be withholding my funds. I have noticed in their terms that if accounts are not verified in 30days they will close accounts and return deposits. I certainly hope this will not be the case. I am sure they would not of done that if I had lost. A 5 day process has now taken over 22 days. Can you please help. regards [EDIT]

I made an account with this casino on the 3rd of October. I played a little while and ended up with a balance bigger than what I started with. I went to go and check if I could withdraw and it said my account needed verifying. Fair enough. I sent the required documents on that day and they have still yet to verify me. It says verification usually takes 5 days or less, and everytime I've been on live help, or sent an email I've been told it's still going through due diligence and there is no time frame on when it will get done. Three weeks to verify an account is far too long and I feel like I've lost this money now. Please help.

i signed up won some money sent in documents like they asked they are still telling me they are being verified a month later complete rogue casino that need removing

I deposited £20 on BETAT. I won £400 from them. They ased me to send documents in to verify my account. I did. They then sent a email back saying the documents were not clear please send again showing all 4 corners of each document. So I did. During the time I was waiting I spent the £400 I won. I lost it. They sent a email back saying my address document wasnt clear. I need to send it again (it was clear enough). Anyway due to the fact I spent the £400 and lost it I decided not to send it. The next day I got a email saying I had 50 complimentary spins. From these 50 complimentary spins I went on to win £400. I met all wagers. So I sent my address document again. A few hours later I got a email saying it was accepted and I could withdraw my winnings. I went onto live chat and asked them could if I withdraw. They said yes. So I did. A few days later (today) I get a email saying my account has been closed due to another account being opened on 19/03/2016. I have tried to contact live chat to find out what account this is. They refuse to tell me and now refuse to talk completly and have blocked my ip from talking to them on live chat (I used my phones data and I was able to talk to them) but can't talk using my home broadband due to ip ban. They refuse to tell me what account I opened. I am unaware of any account I opened. Even if I did open another account I have never deposited with them, other than this account and have never taken any complimentary spins from them other than this account. They took my £20 and let me play and even asked for documents. Yet as soon as I went to withdraw they closed the account saying I already have an account. They would have kept my £20 if I didn't win and wouldn't of told me I had another account. They have now said they are refunding my original £20 deposit. I want my winnings. They wont speak to me, they won't tell me anything about this other account I opened. Not even what email address was used, nothing. And they have blocked me from live chat. It seems like that because I lost my £400 then won it back from there 50 complimentary spins there pissed off. Not my fault they offered me 50 complimentary spins and I went on to win. Surely they shouldn't of taken my money in the first place if I did actually have this other account? Because they would of took my £20 and kept it if I didn't win. Can sombody please look into this for me and get me my winnings? thank you

This is a new rule implemented by Betat, for your information (Don't think i've ever seen one so low<img src="/forums/styles/default/casinomeister/smilies/rolleyes.gif" class="smilie" loading="lazy" alt=":rolleyes:" title="Roll Eyes :rolleyes:" data-shortname=":rolleyes:">)<br> <br> 8.27 Unless otherwise stipulated, withdrawals stemming from complimentary free spins or no-deposit bonuses will be capped at a maximum amount of £/$/€20/NOK/SEK200/RUB1500, irrespective of the amount of bonus funds turned real. Deposits placed while the player has an active bankroll obtained from said free spins promotions will be refunded and the cap implemented irrespective of gameplay following the deposit.

Hello, BetAT closed my account with security reasons. But i dont understand what that means.. I didn't make multiple accounts on BetAT. I've deposit and played alot on this casino. I've Neteller account page that shows deposit 50,- euro and 38.84,- euro in 2015. But yea, please tell me what happens. I appreciate it. It was suddenly happening to me that i couldn't login because account is closed by security reason. Can u guys help me what is wrong? Thanks in advanced. Best regards, [EDIT] BetAT account: [EDIT]

I registered at BETAT Casino on the (29th of March 2016). I had made numerous deposits at BETAT before realizing I was self excluded from there sister site "Slottyvegas", The request for self exclusion was made on (13/06/2015). I talked to there Livechat, I was advised that i didn't qualify to be refunded since i used a different email address. Which is hard to believe, no the less my place of residence, address / contact information were the same. I argued that its was unintentional, a big mistake, They didn't comprehend my complaint. I was accused first hand of having a "gambling problem". Which is not true, It was a common mistake and primarily common sense to contact them, to make them aware of my situation. Which is that I was excluded from one of there brands in the NRR Entertainment Group. However they presumed it was totally my fault, Which is not the case, all the licencor information is small printed. I wear glasses which makes it hard for me to see letters from a certain distance. They are obligated and instructed to deny me registration. I had played over a course of 2 days. They had enough time act upon the situation and advise me that I was not allowed to play there while the self exclusion was in effect, but I was allowed to make mass numbers of deposits which were undetected. What I find hard to believe. It was disputed that my phone number was not the same, which is correct. however that's personal to me. what gives them the right make that accusation. It's been over 9 months since I made the exclusion at Slottyvegas and some of them details are presumably outdated which absurd. Subsequently, I believe they had enough information to stop me but they didn't and allowed me to spend money. Which makes them responsible, so forth they appear to deny everything but I presume they will however I can provide any information they require. I never made duplicate accounts, I undoubtedly signed up to a casino with a high reputation. which happens to be the same group respectively which I didn't know at the time. "I will now provide a summary of in-depth conversations providing detailed explanations from my perspective" Me: The first conversation i had with "[CASINO REP 1]" - info: Welcome to Casino Customer Support. An agent will be with you shortly. info: You are now chatting with '[CASINO REP 1]' info: Your Ticket ID for this chat is LTK171370240128X [CASINO REP 1]: Hi there you: Hello, I have been allowed to open an account with you. however i shouldn't off because i am self excluded from slotty vegas which is part of the NRR entertainment brand. Its was a real mistake [CASINO REP 1]: can I have your email address, please? you: [EDIT] [CASINO REP 1]: one moment please Me: I am now being transferred to on duty manager. info: Please wait while I transfer the chat to '[CASINO REP 2]'. info: You are now chatting with '[CASINO REP 2]' info: Your Ticket ID for this chat is LTK171370240128X [CASINO REP 2]: Hi there. Im [CASINO REP 2] from the account opening team you: Hello [CASINO REP 2]: Hi [EDIT]. My colleague [CASINO REP 1] has explained the situation Me: "[CASINO REP 1]" Never explained nothing to me, literally [CASINO REP 2] presumed he had. tactics that casino's use to bewilder the customers from aggravating the situation and presuming they are correct. [CASINO REP 2]: You did indeed open a BETAT account after self-excluding on SlottyVegas however you chose to open your BETAT account using a different email address than that used to register your account at SlottyVegas UKGC: Social responsibility code provision 3.5.1 - Paragraph 5. "Licensees" must close any customer accounts of an individual who has entered a self exclusion agreement and return any funds held in the customer account. It is not sufficient merely to prevent an individual from withdrawing funds from their customer account whilst still accepting wagers from them. Where the giving of credit is permitted, the licensee may retain details of the amount owed to them by the individual, although the account must not be active. Me: Licensees meaning "NRR Entertainment Limited" whom hold the licence. When i was excluded from "slottyvegas", I never received a exclusion form on paper / electronically. Ordinary code provision 3.5.2 Paragraph (1.) UKGC: Self-exclusion procedures should require individuals to take positive action in order to self exclude. This can be a signature on a self-exclusion form I never signed an exclusion form, technically i am not bound to there exclusion policy only what the UKGC have provided in good practice for casino's to follow which deems there polices inefficient with UKGC's guidelines. Social responsibility code provision 3.5.1 Paragraph 6 (A.) A register of those excluded with appropriate records (name, address, other details and any membership or account details that may be held by the operator) Me: UKGC's social responsibility code paragraph 6 (A.) does not mention specific details like "email address" however the essential details, name, address were all correct. Paragraph (8.) of this provision comes into force on 31 October 2015 Customers must be given the opportunity to self-exclude by contacting customer services and in addition by entering an automated process using remote communication. In order to avoid inadvertent self-exclusion it is acceptable for an automated process to include an additional step that requires the customer to confirm that they wish to self-exclude. The licensee must ensure that all staff who are involved in direct customer service are aware of the self-exclusion system in place, and are able to direct that individual to an immediate point of contact with whom/which to complete that process. Me: When i made the choice to exclude myself from "slottyvegas" it was done over livechat, I never confirmed the decision with an additional step process, it was manually done by the representative. Paragraph (7.) Ordinary code provision 3.5.4 Please note that the Commission does not require the licensee to carry out any particular assessment or make any judgement as to whether the previously self-excluded individual should again be permitted access to gambling. The requirement to take positive action in person or over the phone is purely to a) check that the customer has considered the decision to access gambling again and allow them to consider the implications; and b) implement the one day cooling-off period and explain why this has been put in place. Me: As stated above the exclusion was made solely by the representative. It was instant, I never received a one day cool off neither a phone call to make sure the decision was final which is against the rules provided by the UKGC. I cannot find any records that betat.co.uk even hold a licence with UKGC - MGA - It seems suspicious there not showing up, Which i will investigate at a later date. To address this - Please return and refund the deposits / losses in the amount £450 Email / Username - [EDIT]

As this issue was resolved to the player's satisfaction (verified directly with the player) before the intervention of ThePOGG.com (i.e. as soon as management were aware of this issue) the body of this complaint has been removed at the request of BETAT management as they feel it unfairly represents the service they offer.

Joined Casino a couple a weeks ago as recommended my a work friend deposited and played lost and was happy with that then then got an email saying: My name is [BETAT REP], a member of the Risk team here at BETAT. We have identified that your account is linked to another registered member at BETAT Casino. Please be aware of our Term &amp; Condition 5.9 which states the following: In all cases, only one account per customer, per household, per address, per shared computer and per shared IP address will be allowed to sign up and make use of BETAT Casino. BETAT Casino may and will determine whether multiple accounts are linked to the same person. Due to this breach of our Terms and Conditions, we have now permanently closed your account and removed your email address from our mailing list. After talking to my work friend he got the same email with a little difference in the ref. so we worked out that because we have used our work computers it may come across as the same IP address how is this fair it doesn't tell you NOT to use public wifi etc which could expose you to the same problem if a complete stranger is gaming the in the same coffee store as me very unfair and does live up the pogg score for this casino

Hello I joined betat casino last November and deposited 5400 EUR since. Last month, for the first time, I got lucky and recovered all my losses + 1600 EUR. After having my account verified, I started receiving my account balance partly to my bank account and partly to my Neteller account. Everything seemed fine until one day I got that mail: Ticket number: LTK171370129173X (Please use this number in any further communication). Hi [EDIT], Please be informed that your account has recently been placed under investigation where your gameplay amongst other things has been analysed by our risk team. It is during this routine investigation that signs of fraudulent behaviour have been drawn from your account. Due to the above, we are required to terminate any direct line of communication with you and open an anti-fraud case internally against you. It is also our legal obligation to forfeit any winnings from your account. Furthermore, access to your BETAT account has been disallowed. No further correspondence on this matter will be entered into directly with yourself, due to the fraudulent nature of your activity. However, we advise you to raise this case with one our official regulatory bodies which may be found in the complaints section of our website, and of who will act as the mediator between both parties for any dispute. Kind regards BETAT Casino Support Team I have no idea what they are talking about or how I am supposed to relate to those vague and insulting accusations. What can possibly be wrong with my gameplay? As far as I can remember I never accepted any bonuses so I didn't think that there are any limits on the way I play. FYI, Back in November, soon after opening my account, I remember sending them an email asking them whether or not they received a wire I sent, while I later discovered that I confused the details of betat with that of another casino that uses the exact same bank account name "worldpay AP limited" and therefore that wire never arrived to them, I immediately informed them of my error and I find it hard to believe that they would suspect me of trying to cheat them. That would be stupid. What kind of a casino would deposit money in my account based on a single email regarding a supposed wire?? If this is the problem, I can show you or them the proof of transfer to the other casino at the same date and for the same amount I mentioned to them in my email. My reply to their email: Hi This is unbelievable. Are you under a legal obligation to [EDIT] me of my money with some vague excuse? A legal obligation to [EDIT]? That must be a very convenient obligation for you. There was no problem with my game play while I was losing. I insist that you clarify what, in your opinion, I have done wrong. I have chosen your casino following the recommendation of the pogg, If I don't get my money or some reasonable explanation, I will make this issue public at the pogg, gambling grumbles and on any other gambling forum I can find, in order to warn others of your conduct. kind regards, [EDIT] Consistently with their first and only email regarding that subject - they did not answer my email. Could you please help? BETAT username: [EDIT]

Amount Requested: 5,169.61 Date Received: Thu 26 Feb 2015 18:11:05 they have refused to pay sending following email Hi [EDIT], Please be informed that your account has been flagged for fraudulent behavior. Due to this, we are required to terminate any direct line of communication with you immediately. Kindly note that it is also our legal obligation to forfeit any winnings from your account and close your account with immediate effect. No further correspondence on this matter will be entered into directly with yourself due to the fraudulent nature of your activity. However, we advise that you raise this case with the Malta Gaming Authority who will act as the legal mediator between both parties. We will present our findings to them at their request. many thanks for you help

Hi, this isn't a complaint but I don't know where to post this but would just like to point out on how awesome I think BETAT is due to this reason - I had breached one of their terms by wagering above 6$ on bonus funds, something I wasn't aware of at the time and I ended up winning $1400 and made a withdrawal, and although it got delayed and almost cancelled, BETAT still decided to let me keep my winnings, something I'm very grateful for and I just thought it was something worth commending about info: Welcome to Casino Customer Support. An agent will be with you shortly. info: You are now chatting with '[BETAT - SUPPORT]' info: Your Ticket ID for this chat is LTK171370130794X [BETAT - SUPPORT]: Hello [jermtan] [jermtan]: hi i made a withdrawal like 7 hours ago. but i still have not receieved it [BETAT - SUPPORT]: Yes, I know [jermtan] but it is still checked by our payment department as ther4e was something wrong, can you please come to chat in 15-20 minutes and I will try to find out more about your withdrawal? [jermtan]: what do you mean by theres soomething wrong? [BETAT - SUPPORT]: I don't know for sure but it seems like you have placed high bets with using bonus funds, higher than it is allowed by terms and conditions, but I kneed to find out more [jermtan]: what [BETAT - SUPPORT]: just a moment I am in touch with payment team trying to solve your issue, hold on for a moment please, stay online [jermtan]: alright [BETAT - SUPPORT]: Thank you for waiting [BETAT - SUPPORT]: [jermtan], this withdrawal will be paid but in the future we do not allow for bet sizes of over $6 on complimentary cashbacks. You placed 28 bets at $10 on Starburst prior to turning over the bonus which are in breach of the terms of the bonus but we will turn a blind eye on the agreement that this does not happen again as in that case we will need to forfeit the winnings of any cashback bonus in which bets of over $6 have been placed. [jermtan]: ok [jermtan]: got it [jermtan]: sorry [jermtan]: didnt know of i [jermtan]: thank you [BETAT - SUPPORT]: You are welcome, but it was hard to protect you in payments department :) [jermtan]: thanks alot [jermtan]: appreciate it [BETAT - SUPPORT]: I will process it for you shortly [BETAT - SUPPORT]: but please be aware of doing it again, I will not be able to help you [jermtan]: yes i understand. i really wasnt aware of this rule either [jermtan]: but now i do [jermtan]: promise you it wouldnt repeat ever [BETAT - SUPPORT]: Good. It was processed, money will be there soon :) [jermtan]: thanks lot [jermtan]: really really appreciate it [BETAT - SUPPORT]: is there anything else I can do for you? [jermtan]: nope [jermtan]: thanks [jermtan]: :)) [BETAT - SUPPORT]: You are more than welcome

Dear The Pogg, I have registered an account and deposited €150 yesterday, on the 11th of June with wxw.betatcasino.com. I've found them via being highly rated on your site. My username there is my email address: [EDIT] I have claimed their first deposit offer and received €150 on top of my deposit. Having read the terms and conditions which contains a limit of how high a bet should be during the playthrough of the bonus I have chosen to play with a bet of €6.25 (the limit is €6.50) on one of the video slots that I wasn't really familiar with before. After playing for about an hour, although I have won some money (the balance was around €700 if I remember correctly), I found the slot to be not too entertaining at all. So I have changed to my long time favourite video slot called Tally Ho. The bet size I have chosen was €3.15. This slot never let me down before, and it turned out to be a winning streak this time too. After two more hours of playing I have had a balance of €1440.10. By this time the bonus requirement was completed. I received an email from the casino to verify my email address which I did, and received a second email to not forget about the second deposit bonus I still have waiting for me. However since I didn't have any experience with the casino before I decided to make a withdrawal first (luckily), and see if I receive my money in order before depositing any more. I received a KYC check request for identity, address, and payment method documents later the day, which I have completed, and got a confirmation email that they received my documents. The support representative was kind enough to let me know that based on my ID he saw that I have misspelled the day for the month in my date of birth in the dropdown menu while registering the account and corrected it for me on my account. I was told that all my documents were okay and to wait for up to 5 days for a standard gameplay security check. Now today I received an email that my account has been flagged for fraudulent behaviour and my winnings are confiscated, the account is closed immediately plus "No further correspondence on this matter will be entered into directly with" me regarding the matter. After the first shock I have checked their bonus terms and conditions again to see what it says about fraud, and it is very specific, and I haven't breached any of these rules: "For sake of absolute clarity, we have individually identified named practices BETAT Casino finds abusive in relation to awarded bonuses. "12.4.1 User staking bets that have no or very minimal ability of return, with sole purpose of increasing their wagering volume with minimal loss/win expectancy, will be deemed advantage play and will result in immediate forfeit of the bonus, any bonus winnings and retaining of any real monies lost to the Casino in the process. A clear-cut example of such type of play would be a simultaneous wager on both black and red in roulette, or covering of the vast majority of the table. " I haven't done this since I played only video slots. "12.4.2 A user staking 20% or over of the value of their real money deposit in a single bet prior to wagering the deposit five times over, with purpose of drastically increasing their bankroll will be flagged as a high-risk user and will be monitored." I haven't done this as I have never went above the mentioned 6.25€ bet. "12.4.3 A user who wagers high value hands with the sole purpose of rapidly increasing bonus bankroll, then proceeds to drastically decrease their bet value(less than half) without having reasonably decreased their bankroll will be deemed to employing unnatural and advantageous betting patterns." Note that although I haven't read this before playing, but luckily still haven't done this, as 3.15/6.25 is more than a half even if by not much. But definatey not less than half. "12.4.4 Combinations of above: ANY user which is found employing a strategy by which they are placing high value bets while playing on any game with specific bonus weight decreased to or less than 30% (any table games, card games, video poker, etc.) and then proceed to place bets in value of less than their current average bet while changing game type to higher weighted games (slots, casual games, scratch cards, etc.);" Haven't done this as I - again - have only played video slots. I hope you can find out what I have done to get "being flagged". As I have had zero problems before playing in the casinos that are highly rated by your site. Thank you very much for your help in advance, balkat

Username: [EDIT] I signed up at BETAT on 17.02.2014. I deposited €150 via Neteller and I received €150 bonus. I played Immortal Rommance with €6 per spin max bet. After finishing the wagering requirements, I requested a €2000 withdrawal via Neteller. After that I deposited another €150, I received €150 bonus, but I lost. BETAT requested documents for verification. I sent my ID Card+proof of address. They responded and told me to sent a passport. I told them that my passport is expired, but I can send my Driving License. BETAT requested to send my expired Passport and the Driving License. No problem, I complied. Today on 19.02.2014 I received this email from them: Hi [EDIT], Kindly be informed that your account has recently been put under investigation where your game play amongst other things was being checked. It is during this investigation that a connection has been drawn and proof has been acquired that shows clear signs fraud. Due to this fraudulent activity, we are required to terminate any direct line of communication with you and open anti-fraud case internally against you. It is also our legal obligation to forfeit any winnings from your account. Furthermore access to your BETAT account has been disallowed. No further correspondence on this matter will be entered into directly with yourself, due to the fraudulent nature of your activity. However, we welcome you to raise this case with Lotteries and Gaming Authority of Malta as we will present our findings to the Authority following this correspondence. BETAT Risk Department I do not understand why they accuse me of fraud. I am legit person with legit documents, I complied all Betat requests. No reason given for this serious accusation. Also BETAT didn't returned my 2 deposits of €150. Please help me in this matter. Also I mention that I respected the casino T&amp;C Thank you in advance