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BETAT - Account Closure

Ruling

Found for the Casino - BETAT casino have provided enough supporting evidence for us to conclude this player is unnaturally connected to other accounts.

Read our BETAT Casino Review.

Player's Complaint

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]

Read the casino review

6 Responses

User icon
ThePOGG
March 23, 2017

Hi clavelle123 - welcome to ThePOGG.com!

As a UK citizen and as we are the officially appointed Alternative Dispute Resolution service for BETAT Casino 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/

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.

The above is somewhat clunky but a necessary part of the process for any complaint that comes in under ADR procedures.

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

I'll contact the operator and see what we can find out.

Thanks,

ThePOGG

User icon
clavelle123
April 6, 2017

Hello there,

Have you heard anything from betat casino?

Conor

User icon
ThePOGG
April 17, 2017

Hi clavelle123,

We've had a full response from BETAT regarding this issue and are awaiting the UKGC's feedback in regard to specific aspects of this case.

Thanks,

ThePOGG

User icon
ThePOGG
July 3, 2017

Hi clavelle123,

After extended discussion with the UKGC’s legal team related to your complaint alongside over 20 other complaints related to this same issue with the same operator in the same time period it has been agreed that some of the information that has been gathered in relation to these complaints is inadmissible in terms of the ADR process.

The above being the case, at the suggestion of ThePOGG.com, the UKGC has agreed that the most appropriate course of action in this situation is for an alternative ADR who has not been party to the inadmissible information to review the involved cases. As such ThePOGG.com has made arrangements with IBAS to review and conclude your case. NRR Entertainment has already agreed to this proposal. The IBAS service is free to consumers and as such there will be no financial burden on your part. However you need to be aware that in order to provide IBAS appropriate time to review all the information related to this issue they will require to start the review process from the beginning, meaning that the time that ThePOGG.com has spent reviewing these issues cannot be offset against the time that IBAS would have as standard to manage a complaint under the ADR arrangements.

If you are happy to go ahead with the transfer of your complaint to IBAS you need let us know so we can forward the initial complaint submission to the relevant personnel at that organization.

Please also be aware that we will not be able to engage any discussion in regard to any part of the complaint package due to the need to ensure that the integrity of the IBAS review of these cases is not inadvertently subject to any of the issues that have arisen here.

We apologise for the inconvenience caused, but would state that this action is being taken to preserve the integrity of the ADR process and ensure a fair and unbiased conclusion is reached.

Thanks,

ThePOGG

User icon
clavelle123
July 3, 2017

Dear ThePOGG,

I am happy to go ahead with the transfer of my complaint to IBAS.

I look forward to hearing from you again,

clavelle123

User icon
ThePOGG
July 4, 2017

Hi clavelle123,

Having reviewed your case in detail this morning, the above statement about IBAS has been given in error. Your case does not fall into the group that involves inadmissible information.

That being true we've reviewed your case in full. BETAT casino have provided significant evidence that leaves no doubt in my mind that you are involved in the operation of multiple accounts under names other than your own. This is a clear breach of casino terms and conditions and likely constitutes fraud. As such the operator are within their rights to void all balance and we are ruling in favour of the operator.

I will state that if you genuinely feel that this ruling is in error your statutory consumer rights to pursue this issue via the courts is unaffected by this ruling, but this service will take no further part in the representation of you nor will we facilitate any further discussion of your case.

ThePOGG

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clavelle123 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:

March 23, 2017

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