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BetAmo - Dispute

Ruling

Found for the Casino - Betamo has provided sufficient evidence to demonstrate that this player's account is unnaturally associated with other player accounts.

Read our Betamo Casino Review.

Player's Complaint

I registered an account with Bet Amo on 27th September 2021. They were advertising a promotion that I wanted to partake in, so a few days later I eventually deposited (with difficulty, due to their glitchy website) €150. This was a 2 part promotion. For the first part (after being awarded a €150 bonus, to bring my balance to €300 total) I did €6,171's worth of wagering (in €4.50 spins) on a game called Playboy. After this, I had won nothing. I moved onto Part 2 and deposited another €150, before doing €6,088's worth of wagering (in €5 spins) on a game called Goldilocks. You'll notice how precise all this information is - this is because I wrote everything I had to do down as I read through the terms and conditions. So, I would read the terms for e.g. the wagering, and then make a note of how much I intended to wager. I still have this note. I say all this to explain how thorough I was when reading the terms and conditions. I know I didn't break any. In any case, my winnings at the end of betting amounted to €933.20. After this I began the verification process, which was the most invasive I have ever encountered. Nonetheless, I was willing to do it and did so, submitting every document they wanted. Needless to say, this took much longer than two weeks, but they kept stringing me along, asking for documents etc, even long after two weeks had elapsed. This even got to the bizarre stage of them demanding that I do a Skype call with them, which I did. Then I receive this email on 4th April;

Dear player,

The security department was forced to close your account and confiscate your winnings due to failed verification, you are left with your last deposit that you have made.

As stated in our Terms and Conditions, the player has two weeks to complete the verification:

https://www.betamo.com/terms-and-conditions

In case if the player refuses to proceed with the verification, or failed to complete it within 2 weeks after the first request been sent, the casino reserves the right to close the account and confiscate the balance.

This decision was made by the management of our casino and is not subject to further consideration, we must begin the refund process.

Please attach photo of your ID and fill this template:

Bank Name:

Bank Address:

Account Number:

SWIFT:

IBAN:

Name:

Best regards,

Casino Support Team

In reply I said:

Hi,

I don't understand this email. I did not "refuse to proceed with verification" - we had a Skype call Saturday, to verify my account.

So why have you closed my account and confiscated my winnings?

They replied saying:

Dear Player,

Please be infomed that your account verification was failed, and you are left with the last deposit that you have made.

As stated in our Terms and Conditions, the player has two weeks to complete the verification:

https://www.betamo.com/terms-and-conditions

In case the player refuses to proceed with the verification, or failed to complete it within 2 weeks after the first request has been sent, the casino reserves the right to close the account and confiscate the balance.

This decision was made by the management of our casino and is not subject to further consideration, we must begin the refund process.

Please attach a photo of your ID and fill this template:

Bank Name:

Bank Address:

Account Number:

SWIFT:

IBAN:

Name:

Best regards,

Casino Support Team

I replied:

Hi,

I still don't understand. If verification needed to be complete within two weeks why did we do the call Saturday? For fun? If there was no possible chance of the account being verified, why did you waste my time on the call?

These are contradictory messages that, rest assured, I'll be screenshotting and sharing with an ADR.

Their reply:

Dear Player,

This decision was made by the management of our casino and is not subject to further consideration, we must begin the refund process.

Please attach a photo of your ID and fill this template:

Bank Name:

Bank Address:

Account Number:

SWIFT:

IBAN:

Name:

Best regards,

Casino Support Team

So the facts of the case are pretty clear. They are confiscating my winnings from me, because I didn't complete their verification process within 2 weeks. Forgetting the fact that the number of documents they require is so unwieldy (and their verification department so disorganised - it took many, many emails to get them to even arrange the Skype call they asked for) as to make the prospect of completing this process within 2 weeks virtually impossible, if that *is* the case (that the process had to be completed within 2 weeks) why did they spend months and months making me submit documents and emails if there was never any hope of getting the withdrawal? Is that good data/GDPR practise? Furthermore, is it even legal to demand all these documents within 2 weeks and to then do everything within their power to slow the process down? That seems extremely dishonest and illegal - I don't think it can be legal to include that term in their terms and conditions. Therefore, I don't think this confiscation is remotely valid and I believe they are obliged to pay me my winnings. Can you force them to do so please.

Read the casino review

2 Responses

User icon
thepogg
May 28, 2022

Hi erroberrob - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license 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/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

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 position that the operator are taking, and the fact that this issue has taken months to resolve, make clear that the real issue is very unlikely to relate to the 2 week requirement, and almost certainly relates to the operator feeling that they have sufficient evidence to believe that whoever is operating this account is not the person named on the account. The message being sent is simply a refusal to discuss the matter further for legal reasons.

We will contact the operator and see what we can find out.

ThePOGG

User icon
thepogg
June 7, 2022

Betamo casino has provided sufficient evidence to demonstrate that this account is unnaturally associated with other accounts in breach of terms and conditions. As such we will take no further part in the representation of this player's claim.

No further posts will be approved on this thread.

ThePOGG

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Agreement

erroberrob 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:

  • BetAmo
  • Malta Gaming Authority
  • N1 Interactive Ltd

May 25, 2022

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