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Betat - non payment of cash back

Ruling

Resolved - Due to the closing of an account, there was some confusing regarding cashback owed. This has been resolved and BETAT have paid the player.

Read our BETAT Casino Review.

Player's Complaint

Hi,

I have a dispute with Betat and have been advised to contact you as the ADR.

I have been playing there for a while, and would have low RTP's very regularly. On Thursday 28th December I expected to receive a £100 bonus as part of the Xmas promotion, but was told by Livechat that I wouldn't receive it, even though I had met the wagering conditions.

I asked [EDIT] to close my account, he said he couldn't and I had to do it myself via self exclusion. I told him i didn't want to do it like that as this would indicate a gambling problem. I was then told by [EDIT] that this was the only way the account could be closed.

On Sunday 1st I logged in, played and lost £1200, checked with livechat and my RTP's were 36% and 84% on a £500 and £700 deposit. I then contacted the casino manager to complain about this, and tell him I had asked for my account to be closed on Thursday but it hadn't been actioned, and if it had been I would be £1100 better off.

When I logged in again on Tuesday, I found they had disabled my account, and this shows that they had the ability to do it when I asked them to do it on Thursday 28th.

My issue is this, I believe that they should have closed the account when I asked, and not waited for another few days. I also believe that as I had a cashback arrangement with them, at the very least I should receive 20% of my losses for that week back, which they have said they won't do.

Can you help?

Read the casino review

13 Responses

ThePOGG
January 10, 2017

Hi CN322213,

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.

Moving beyond this there are numerous facets with regard to your complaint that need to be addressed separately.

Firstly, what reason were you given for not receiving your £100 on the 28th of December?

Secondly - with regard to your lost funds there's nothing we can do. You actively state that you do not have a problem with gambling. As such, it was your choice to access your account. Whether the operator restricted your account or not, if you hadn't wanted to play with them you could simply not have played. Alongside this, had you won you wouldn't be looking to return the winnings.

Finally, what reason have the operator given for not paying your cashback?

Thanks,

ThePOGG

CN322213
January 10, 2017

Hi,

1. The reason they gave was that I didnt qualify as I opted in to other promotions on weeks 1,2 and 3 of December. I have no recollection of opting in to other promotions, but I did receive deposit based free spins.

2. Whilst I agree with what you see, there is a degree of double standards with Betat on this. I asked them to close the account and they explicitly told me they could not do that, it had to be done by self exclusion. But they were then able to close my account a few days later, as they reserve the right to close accounts as and when they choose, so they were happy for the account to remain open until they decided they wanted to close it, to me this is duplicity on their part. And at the time of making the deposits, I was under the impression that i would receive 20% cashback if I lost the deposits.

3. They stated that they cannot give cashback to accounts that have been closed - they chose to close the account ( and they had previously said that they couldnt close the account) and by doing this they have got £1100 out of me under false pretences - if I didnt believe I was getting the cashback I wouldnt have deposited this much.

CN322213
January 11, 2017

Hi,

To be clear on the cash back, the terms where that £5K of wagering was required to qualify for 20% cash back on all nett losses weekly, calculated from Friday am to Thursday the following week. This arrangement had been in place from August 2016 onwards.

ThePOGG
January 12, 2017

Hi CN322213,

All online casinos can close accounts. This is required to prevent people identified as being engaged in fraud from continuing to access the service. However, the vast majority of operators maintain a policy of only closing accounts where the security team has established justification to do so. Gambling is an activity that can lead to negative as well as positive experiences. Where players suffer a loss many get frustrated and externalise the blame for the loss to the operator, subsequently demanding that there account be closed. Many of these same players will cool off later and decide they want to play again.

The bottom line here is that you are responsible for your own play. If you don't feel that you have a problem and you logged back in to play then you bear responsibility for any losses that subsequently occurred.

I will speak to the operator and get clarification for the non-payment of the bonus and cashback issues.

Thanks,

ThePOGG

CN322213
January 12, 2017

I agree that it is my responsibility but this doesnt negate the fact that at the time of my deposits I was under the impression that I would be covered for 20% of any losses as per the cash back agreement in place.

If Betat had informed me that I wouldnt receive that, I would not have made those deposits.

I did not close my account as I was waiting to get the cash back before taking any further action. It was Betat who decided to close the account after I complained about continual poor RTP on my sessions. As a customer, do I not have a right to make them aware of my feelings?

The bottom line is, if they have removed the cash back arrangement, they should have told me, if they havent removed the cash back, then they should pay it out.

ThePOGG
January 13, 2017

Hi CN322213,

That's what I want to get clarification for - if you've been playing under a cashback arrangement that should be in place until the point where the operator terminates it or terminates your account. However, that is dependent on no other terms having been violated, as such I need to talk to the operator.

Thanks,

ThePOGG

ThePOGG
January 20, 2017

Hi CN322213,

After a discussion with the operator they have agreed that there was cashback due for the final week of play before your account was closed. As such they'll be making a payment of £160.50 (15% of £1070 in losses).

If you could let me know when you receive that I'd appreciate it.

Thanks,

ThePOGG

CN322213
January 20, 2017

Hi, thanks for this, I will let you know when I receive this, but can you let me know how they came to this total? My cash back agreement was for 20%, so my reckoning is that I should be due £214, but they may be deducting the other 5% to allow for the wagering x 1 requirement?

ThePOGG
January 20, 2017

Hi CN322213,

You're right, this was a mistake at your end and the cashback credited will be £215.

Thanks,

ThePOGG

ThePOGG
January 25, 2017

Hi CN322213,

Have you received your funds?

Thanks,

ThePOGG

CN322213
January 26, 2017

Nothing received as yet, though i have been told by Betat that they have sent the payment. I will update when it hits my bank account.

ThePOGG
February 6, 2017

Hi CN322213,

Did you receive your funds?

Thanks,

ThePOGG

ThePOGG
February 13, 2017

Hi CN322213,

If we haven't heard back from you by Friday the 17th of February I'll assume you've received your funds and close this complaint.

Thanks,

ThePOGG

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Agreement

CN322213 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:

January 10, 2017

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.