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BETAT - complaint against NRR Entertainment

Ruling

Found for the Casino - This player has knowingly applied strategies intended to generate +ev, something specifically prohibited in terms.

Read our BETAT Casino Review.

Player's Complaint

I would like to file a complaint agains NRR Entertainment - operators of a casino website called Betat.ie/Betat.com

I registered with the website on 3rd October and availed of a sign-up bonus which was - deposit €100 and get a bonus of €100. This had to be wagered a number of times before the bonus was released. I made a second deposit on the 4th October and got another matchup bonus - €20 deposit and €20 bonus which again had to be wagered a number of times. I lucking managed to win approximately €1,530.

I then sent in requested documents to get my account verified to facilitate a withdrawal. This would normally be a formality as my documents were in order.

Almost four weeks later my account was still unverified, which meant that i was unable to withdraw my winnings. Today, to my horror, i received an email as follows

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"Hi [EDIT],

Please be informed that your account has been flagged for fraudulent behaviour. Due to this, we are required to terminate any direct line of communication with you immediately.

Consequently we have now permanently closed your account, forfeited all funds and removed your email address from our mailing list.

No further correspondence on this matter will be entered into directly. Should you wish to discuss the matter further, you may raise this case with the MaltaGaming Authority who will act as the legal mediator between both parties.

Regards,

BETAT Risk Department

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The bonus carried a great amount of risk. There was every chance that I would lose my deposit (possibly around 80%). I tried to contact them to see if they could explain what fraudulent behaviour was flagged. They were unwilling to provide any further information. I am absolutely certain that I did not at any time breach their terms and conditions.

I would be extremely grateful if you could act as the legal mediator in this 'case' as I'm not sure what other course of action I can take, apart from a legal one. I have/had a balance of €1,650 when they suspended my account. This includes two deposits of €100 & €20. (Yes, they have my deposits also)

My details are

[EDIT]

[EDIT]

[EDIT]

[EDIT]

[EDIT]

[EDIT]

Read the casino review

5 Responses

User icon
ThePOGG
November 8, 2016

Hi eamonnc - welcome to ThePOGG.com!

Before we can do anything to help you I need you to provide us with the username and email address you use at BETAT.

Thanks,

ThePOGG

User icon
eamonnc
November 8, 2016

Hi Username/Email - [EDIT] Thanks [EDIT]

User icon
ThePOGG
November 21, 2016

Hi eamonnc,

With regard to your email, we are currently investigating this situation. This is a very complicated issue that is taking a large quantity of my time and involves liaising with several external regulatory bodies. It's going to take a while to conclude this investigation.

As soon as I have more information for you I'll let you know.

Thanks,

ThePOGG

User icon
eamonnc
December 22, 2016

Hi Just wondering if there is any update on this. It would be nice to get some resolution before Christmas, bearing in mind the sums involved. Best regards [EDIT]

User icon
ThePOGG
October 4, 2017

Hi eamonnc,

I am going to finally draw this issue to a close.

Firstly it has to be acknowledged that the nature of your complaint means that it cannot be viewed in isolation. Your complaint is part of a larger group of complainants that all experienced the same issues over a period of approximately a month in the last quarter of last year. When viewed collectively there are a number of behaviour patterns shared across all of the complainants that demonstrate there were factors connecting the activities of these accounts beyond that which could be reasonably explained by coincidence.

Having reviewed the activity of all the involved complainants it can be demonstrated with a very high degree of certainty that some of the complainants have been involved in the operation of accounts under names other than their own to claim bonuses that they are not entitled to. By legal definition this is fraud. Your account does NOT fall into this subset.

However your activity can be demonstrated to have been in violation of the following terms:

12.4 Should the Casino become aware of any user who has accepted the bonus or a promotion with sole purpose of creating a positive expected value on bonus return by using known practices aimed at securing a cash out of said bonus, then BETAT Casino will enforce condition number 12.5 and will enforce immediate exclusion from this and future BETAT Casino promotions.

12.5 If BETAT Casino becomes aware of a user who, in the course of participating in any promotion or offer, has acted in breach of (specifically) condition number 12.4, or any other Term and Condition within this contract, then BETAT Casino may elect to do any one or more of the following: (i) forfeit the full bonus balance in the account; (ii) invalidate the transactions or game play which was in contravention of this term; (iii) withhold the customer’s winnings from such transactions or game play; (iv) retain any real monies wagered and lost while playing toward the bonus; and/or (v) close the customer’s account(s).

Term 12.4 is an unusual term in its very specific wording related to advantage play. In ordinary circumstances I would view the above terms as questionable in their application as the majority of players would not understand the phrase "positive expected value". This is a mathematical term that many players have not been exposed to and even if they had a passing familiarity with what it means, would not necessarily understand how they would go about applying a strategy that would create a positive expected value. Without understanding the term players cannot reasonably be expected to comply with it. However in this case it can be demonstrated beyond reasonable doubt that you not only understand the explicit meaning of the term "positive expected value" but that you acted on this knowledge and applied strategies specifically intended to create a positive expected value through use of the bonuses you claimed. There is no doubt that the strategy you selected was a conscious decision to utilise a bonus to achieve a positive expected value.

That being the case there is a clear breach of terms and the operator is within their rights to void any winnings.

Ordinarily given the non-criminal nature of your infraction I would look to layout the specifics of how the above can be established, but this group of complaints has a unique dynamic that prevents us from doing this. Sharing this type of information in this case would inadvertently provide information relating to how criminal activity was detected to other complainants within this group of complaints. We cannot put our service in a position where our practice facilitates or encourages future criminal activity. As such we will not be engaging in any further dialogue related to this issue.

I have no doubt that this will not be the outcome you were hoping for and will freely acknowledge that this is not how we would prefer to draw this issue to a close. All I can suggest is that in future if you intend to employ legal advantage play strategies you are careful in reviewing the terms and conditions at the operator you choose to play and ensure what your are doing is not clearly and explicitly prohibited.

Sorry we cannot be of further help,

ThePOGG

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Agreement

eamonnc 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:

November 8, 2016

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