BETAT - Closed account
Ruling
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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Player's Complaint
I opened an account 13th October and deposited £100 which I then played on the casino via the welcome bonus. after completing the wagering I was left with a balance of approximately £210. On trying to access my account in November, I received a notice saying my account was closed. I then contacted the company to ask why my account was closed and was told that I needed to contact the gaming commission and make a formal complaint. They also told me that they notified me of this on the 2nd November however my junk email folder only went back to 8th November therefore have never read this email.
Every email I have sent to them to inquire what is happening and what is happening to my money, but every time they just keep referring my to the gaming commission. Can you help please? surely this is theft?
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Hi ljones85 - welcome to ThePOGG.com!
As a UK citizen and as we are the officially appointed Alternative Dispute Resolution service for Slotty Vegas 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.
There is a significant volume of complaints coming through about very similar issues at the moment and having had a preliminary conversation with the operator regarding the reasons for these account closures I can say at this juncture that this is a complex issue that will require liaising with a number of external agencies including regulatory bodies. As such, and as an effort to ensure you have reasonable expectations regarding the time frames that are likely to be involved, I would suggest that you should be prepared for this process to take several months while all the necessary information is gathered and reviewed.
Thanks in advance for your patience.
ThePOGG