BETAT - closed account and wont pay

Hi lainey87 - welcome to ThePOGG.com!

Firstly, before we can do anything to help you I need you to provide us with the username and email address you use at BETAT casino. I also need you to confirm whether you're a UK resident?

Regarding the details of this complaint - if you were to have created more than one account I'm afraid there will be nothing we can do to help you. This is a violation of the terms and conditions you agreed to at point of sign-up. Further more, the security checks that would catch the multiple accounts would only be carried out at the point that a withdrawal was made. This is standard practice across the industry.

Thanks,

ThePOGG

i didn't make a username i dont think. the email address used was [EDIT], and yes i am a UK resident i have spoke to the uk gaming commission and they have advised me that they have other 'sister' sites, which i think i may be registered at. but there terms do not state that i cant open accounts with multiple sites that they own. it only states that i cant open 2 accounts with 1 site. i have tried to speak to live chat and they have now blocked my ip. and wont talk to me at all. i have spoke to them on the phone and wont talk to me claiming they dont need to tell me what email address was used to make this other account. i dont believe i have then why wont they tell me what email address was used to make this account? and if another account was opened did i even deposit money? or even take free spins? and why not stop me making a new account if this was the case? even going as far as asking for documents? if they already knew i had another account? basically if they were so happy to take my money even when i had another account, then why wont they pay?if i didnt win i could of deposited more money in the future thinking i could of won big, and when i did they would said i had another account so they cant pay. but if i didnt win they would of kept my money.. its a complete scam!! i would like the money that i won fair and square.

and just to add, if there is another account. by not being told this when i deposited seems completely stupid and a pure scam by the casino. why not tell me and i would of deposited money into that other account? its insane!! they were happy to take my money and run. but if i won they wont pay. nice scam,and its allowed by law??? if there is another account can you try and get any free spins wager that i owe put onto the accounted that i deposited? and at least give me the chance to clear that wager? it seems completely unfair to be treated this way. and im sure im not the first. the casino wont even talk to me. that in itself is disgusting!!!

and another note. just tried to sign up to nobonuscasino.com. it wouldn't let me deposit. i spoke to live chat, straight away they told me i cant deposit because i have another account with them on there 'sister' site. that show betat should of been. but all along they kept telling me on live chat to send in documents and i can withdraw. this not fair and ishould at least be given a chance to wager any free sins i have taken if i did open another account beforehand. they were happy to take my money, and would of been happy to take more if i didnt win. scam name: [EDIT] email: [EDIT] why cant i deposit? 19:18 Hello [EDIT]! Allow me one moment to have a look at your account for you. 19:19 ok 19:21 We have noticed that you already have an account at one of our sister brands and unfortunately we are not able to progress your new registration. We apologise for the inconvenience as players are only allowed to have one account which is connected to your first registration. If you need help recovering your account details when visiting the casino that you are registered at then use the account recovery tool by entering your address and requesting a new password. This account has hereby been closed. 19:22 Is there anything else I can assist you with for now?

Hi lainey58,

I'm going to have to start off by issuing you a warning. We have clear rules that you agreed to when signing up about using accusatory language. This actively works against, making operators less willing to cooperator rather than more. I have to ask you to refrain from repeating this behaviour.

Secondly we're required by the UKGC to provide you with the following information at the start of this complaint process:

As a UK citizen and as we are the officially appointed Alternative Dispute Resolution service for BETAT 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 seek 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 this, let me know.

Finally to give you some general feedback on your current situation:

While I can't confirm any of this as I have not yet spoken to the operator, I can tell you that the conclusions you've reached for the likely reasons that your account has been suspended are wrong.

Firstly many players sign-up with both these brands without issue. The response you've received from the operator tells me that the operator believes you are engaged in intentional fraud. That means they believe you've intentionally changed some of your details so that the registration process would not detect a second account, or perhaps that you were using someone else's name on one of the (or more) accounts. It's absolutely standard practice to give the involved players zero information in this type of situation. If you are doing what the operators believes explaining anything to you just helps you understand how you were caught. At this stage I'll be clear that we're not stating you have been engaged in the operation of multiple accounts I'm simply given an explanation of why the operator's responded in the manner they have. To do otherwise would be a breach of contract as they could be viewed to be assisting illegal people engaged in illegal activity.

Finally, as I explained in my initial response, unless you used exactly the same details to register the second account your account would not be flagged up as duplicate automatically by the casino system. This means that it would only be identified by manual security review at point of withdrawal. This is standard practice for ALL online casino operators.

I'll get back to you once I have more information.

Thanks,

ThePOGG

Thanks for the response. I have been up all night and found the account they are talking about. It has exactly the Same name. Date of birth. Address. I.p address. Everything is exactly the same. Apart from the email address. I have not gone out my way to fraud them and if I knew about that account I would of deposited on it. I hope this can sorted out because I think it's really unfair. I am more than happy to have any wagers from the old account put onto the account I won the money on. You said unless I have used different name or address the system would flag it. Check that other account when they get back to you. Everything Is exactly the same. For example. Matthew is Matthew on both accounts, not matt on one of them and Matthew on another. I feel mistreated as I honestly didn't know I had this other account, I'm willing to do whatever they want to get my winnings back and the account back open.

The email address used for this other account was [EDIT] the details would of been exactly the same. I didn't try and fraud them or anything. I sign up to a lot of casinos on a daily basis and deposit and also use free spins. I can't understand why nobody or the computer didn't pick up on this account. I spoke to live chat everyday about my account. I sent documents 3 times. I did everything they wanted. I honestly didn't know and if I did I would of deposited I that other account. I'm sorry :(

Hi lainey58,

BETAT has responded to this issue. They've provided significant evidence demonstrating that you have indeed registered multiple accounts, both with BETAT. You are right about the other email address used, however other details have been changed as well. While the name and address do match 3 fields beyond the email address have entirely different information. Of the non-matching information there are multiple entries that would have immediately prevented you registering an account and the information matched between the two accounts.

Matching name and address is not enough that your account would be automatically flagged. Many people share the same name and there are a number of perfectly reasonable justifications as to why more than one account could be allowed to sign-up from a single address.

Further to this, regarding play on the accounts, while you did not deposit on the original account you did claim the free spins. You then went on to claim the deposit bonus and free spins on your second account.

While this may have been a perfectly innocent mistake registering multiple accounts at any online operator to claim bonuses more than once is considered promotional abuse and is the very reason that this practice is prohibited.

Given that there's been a clear breach of terms in this case there is no ground to argue for the return of funds. I would advise in future that you are careful to ensure that you don't inadvertently register multiple times with the same operator.

ThePOGG