BETAT - Casino refusing to refund me while self exclusion on sister site is in effect
Declined - As Alternative Dispute Resolution services are prevented from managing complaints against UKGC licensed operators that involve Self-Exclusion issues, we have to decline this complaint.
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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 It's been over 9 months since I made the exclusion at Slottyvegas and some of them details are presumably outdated which absurd.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?
[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
[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 -
"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]
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