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.
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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?
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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