Betat - non payment of cash back

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

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.

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.

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

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.

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

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

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?

Hi CN322213,

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

Thanks,

ThePOGG

Hi CN322213,

Have you received your funds?

Thanks,

ThePOGG

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.

Hi CN322213,

Did you receive your funds?

Thanks,

ThePOGG

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