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Betamo - refuses cashout

Ruling

Found for the Casino - This user has intentionally entered incorrect information when registering their account. That violates the user contract.

Read our Betamo Casino Review.

Player's Complaint

On january 5 2020 I joined Betamo Casino as a member. On my profile I filled in a former residence address, incomplete without residence number. I did this because on that moment I wasn't familiar with Betamo and I'm not keen on giving away my full residential info at the time.

On the 20th of february 2020, for the fifth time I deposited 50 euros and after playing some games I won a total amount of 300,12 euros. I decided to cashout and uploaded the necessary documents. The document 'proof of address' wasn't approved because the address on the document didn't match my profile. I apologized for that and explained the reason why. I also pointed out that the address on the document does match with the address on the 'proof of bankaccount' document, the account from which I deposited money, which matches with my drivers license document which has been approved. Since my reply with explanation I never received any update or reply from Betamo anymore.

Visiting their live chat, the customer support rep told me to send a message to customer support, so I did but no reply, nothing. In the meantime the last document to verify (proof of bank account) still is in 'pending' mode but I'm afraid this turns out as a scam and I will never be able to cashout my money.

Best regards,

Read the casino review

1 Responses

User icon
ThePOGG
March 5, 2020

Hi xxl - welcome to ThePOGG.com!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Sadly there is nothing we can do to help you in this instance. The Betamo terms and conditions include the following:

"You must maintain your account and keep your details up-to-date."

If you have intentionally used out of date information to register, then you have not '[kept] your details up-to-date'. As such you have violated the user agreement and the operator are within their rights to consider your account void.

Sorry we cannot be of further help.

ThePOGG

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Agreement

XXL consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • BetAmo
  • Malta Gaming Authority
  • N1 Interactive Ltd

March 5, 2020

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