Unresolved - Information came to us during the investigation of this and 20 other cases that is considered inadmissible. In agreement with the UKGC this case has been passed to IBAS.
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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.
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BETAT - Account still not verified and cant withdraw
Posted by proc1on1
October 28, 2016
proc1on1 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:
October 28, 2016