Betamo - Withdrawal and blocked account

Ruling

Resolved - Both the submitting complainant and Betamo Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Betamo Casino Review.

Player's Complaint

Dear Pogg,

I had an account with Betamo cassino, but it was blocked despite having proved all my personal information and sent my documents to Betamo Casino.​

In vain, I try to contact the casino but do not get an answer. With the staff of the chat I do not get out, I am not helped and the chat ends abruptly every time. From the customer service I receive no response and from the complaints commission so far.​

I find it very annoying because I can no longer access my account and all my money is gone. ​

I had made a payout of €1927,61 EURO. The next day my account was blocked and my money was gone even though I could prove everything. My account was wrongfully blocked and my money was wrongfully withheld. I will send you a copy of the email I sent to support and to the complaints committee, containing all the supporting documents.​(I cant add the documents to this contact form but i already sent a mail with all the documents to: [email protected]) but they adviced me to fill in this form.

I assume that this can be resolved and that the money from my account will be deposited as soon as possible.​

I hope to hear from you as soon as possible!​

Kind regards,​

Mails I already sent to Betamo the casino:

I created an account on your site with my own name. I deposited the money into my casino account with my wife's bank account. When I wanted to deposit the money that I had won into my bank account, I got discarded every time. I then decided to contact the casino customer service. I was then explained by employee Benjamin that I had to upload documents from the account holder and that they would then deposit the money within 48 hours. I neatly uploaded all my girlfriend's documents and went to sleep. The next morning, much to my surprise, I was unable to access my account, so I decided to contact the casino customer service again. i thought i was ripped off. Employee Tommy then said that my account had been removed and that I had lost everything. Tommy said it was because the bank account was in a different name than the one whose account was owned. I then indicated that I could also upload an ID of my own and that the bill is in the name of my girlfriend, but I will receive my work money paid there. Tommy said there was nothing to be done about it. I did not feel helped by Tommy, so I will contact you. I can demonstrate that I have my salary paid into the account for which I have deposited documents. I can possibly make video calls and also send an ID of the registration on the website of the casino. 

I attach all documents to this email

ID casino member

ID Bank account holder

Proof IBAN

Proof address 

Deposit with trustly to casino 

I read in your terms that if the account was removed, the deposits would be returned to the bank account holder's account. 

(If we determine during the security checks that you have violated this condition then your winnings will be confiscated and original deposit returned to the owner of the payment accoun; Betamo Casino also is not responsible for any lost funds deposited from third party accounts.)

but have not yet received that money. I assume that you will pay the full amount of €1927.61 with proof with this email. I hope to hear from you as soon as possible and of course receive the money as soon as possible. 

 best regards 

Read the casino review

12 Responses

ThePOGG

April 29, 2020

Hi revelino - 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.

As you have already identified, if you have used a deposit method in someone else's name you have breached terms and conditions. We can pursue the return of your deposit, but your winnings will be void.

Thanks,

ThePOGG

Revelino

April 29, 2020

Thanks for your message! When can I expect the money I have deposited back into my account?

Revelino

May 1, 2020

I still don't have the deposited money back in my account and expect betamo to return it within 24 hours. Can you confirm this?

Revelino

May 6, 2020

In the meantime, do you have more information about when I will have my deposited money back in my account? I find it quite strange that they can collect my account and all my money within one day. But I've been waiting for at least 2 weeks for the money I've deposited. What is the reason for this?

Revelino

May 21, 2020

Dear complaints committee,

I know you don't answer until you have information, but it's been a month since our last contact. When can I expect my money back?

Kind regards

ThePOGG

June 2, 2020

Hi Revelino,

Betamo have been trying to contact you via email. Can you please respond to them.

Thanks,

ThePOGG

Revelino

June 2, 2020

Hi! I didnt receive a mail from Betamo. Can you send the mail they send to me? Or can they send it again to [EDIT] because there is no mail, not in my inbox and not in my spam.

Revelino

June 2, 2020

Dear the pogg

I've been in contact with betamo's live chat and they asked for the following information:

Bank Name:

Bank address

Account Number:

SWIFT:

IBAN:

Bank Name:

Of course I e-mailed this directly to them.

It's just weird that they ask for this again when I've sent them my details and copies before. It also says in their terms and conditions that if the account is blocked they will return the deposited money to the account where the money came from.

Why didn't they do this right away instead of asking for data again?

I assume that the money will now be returned within 1 business day?

Anyway, thank you for your cooperation and time.

Yours sincerely,

ThePOGG

June 9, 2020

Hi Revelino,

Have you received your refund?

Thanks,

ThePOGG

Revelino

June 9, 2020

Dear the pogg,

I still haven't received the money to this day. I contacted betamo's live chat earlier today and they said that it has been approved and that I will receive the money within 5 working days. I just haven't received it yet.

Revelino

June 12, 2020

Thank you for helping me. I got my money back.

ThePOGG

June 16, 2020

Hi Revelino,

Thanks for letting us know - it is appreciated.

ThePOGG