BETAT - Does not pay out winnings

Hi drewitt1 - welcome to ThePOGG.com!

Before we can do anything to help you I need you to confirm the country your are resident in and provide us with the username and email address you use at Slotty Vegas.

Thanks,

ThePOGG

Hi drewitt1,

We've received a 2nd complaint about this issue from you which I've now deleted. If there's updates to your situation you can feel free to post them here.

In the mean time I'm discussing the wider issues impacting a number of players with the operator and will get back to you at the point where I have some useful information for you.

Thanks,

ThePOGG

Ok did not see this posted sorry

Account has been closed today due to "fraudulent activity" which is a joke.

£1100 stolen off me when i have not broke a single term and been messed around for a month.

I would love to see betatcasino evidence as to why they have closed my account and stole my winnings?

I have no connection to any other account at this casino.

WIth such good rating on here and then acting like this makes you wonder who placed all the reviews of this casino

Hi drewitt1,

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.

There is a significant volume of complaints coming through about very similar issues at the moment and having had a preliminary conversation with the operator regarding the reasons for these account closures I can say at this juncture that this is a complex issue that will require liaising with a number of external agencies including regulatory bodies. As such, and as an effort to ensure you have reasonable expectations regarding the time frames that are likely to be involved, I would suggest that you should be prepared for this process to take several months while all the necessary information is gathered and reviewed.

Thanks in advance for your patience.

ThePOGG

Hello thank you for help with this matter.

I see other people have been affected by this too then!

I don't see why it should take months i signed up and deposited due to the comments posted how "customer friendly" they are on this website.

Unfortunately for this casino i won some money must be something they are not used to paying out to customers and just expect to keep all customers money.

I have no link to any account anywhere on this casino so if they are linking me to another account can you please post it here so i can pass this on the court proceedings for them to investigate why this has happened.

I would like to thank you for your time dealing with this matter and i'm sure you must feel as let down by there actions as me.

Hi drewitt1,

You're jumping to the conclusion that this issue relates to links to other accounts. While I cannot rule that out entirely the current information I have seen does not support this as a primary issue. While their email to you does reference fraud a) fraud does not exclusively apply to the operation of multiple accounts and b) this is a stock response given out when an operator believe their terms have been violated and do not want to discuss the issue less they provide the offending parties with a road map as to how to avoid being detected in the future. As such jumping to the conclusion that the issue is multi-accounting is premature.

I have already reviewed some of the evidence that BETAT have gathered though do not yet have the complete complaint package and as such cannot provide you with further information. We require further information before we can draw any conclusions as to whether or not casino terms have been broken.

As I have already alluded to this issue is wider reaching that your complaint and will require involving multiple regulatory agencies in the discussion. It is certainly not a clear cut case. I will provide you with updates and information at the appropriate junctures within that discussion, but as I've already stated, this is likely to be a slow process. By UKGC regulations an ADR body has a standard 90 days to collect the full complaint package, though this can be extended in particularly complex cases, so I appreciate your patience.

Thanks,

ThePOGG

Has there been any progress in this matter

Hi drewitt1,

When there's a further information we can provide you with I'll ensure you're informed. While the investigation is in progress I'm afraid you're just going to have to be patient.

Thanks,

ThePOGG

Hi drewitt1,

I can now confirm that the complete complaint file has been received from the operator and reviewed and that there is now an ongoing dialogue with the UKGC regarding various issues raised by this situation that needs to be concluded before a final ruling can be made.

I'll provide further information as/when it is appropriate to do so.

Thanks for your patience.

ThePOGG

Can i see this file? Would love to know what i am being accused of at least?

Hi drewitt1,

No I'm afraid you can't. We will share any appropriate information with you once our discussion with the UKGC has been concluded.

Thanks,

ThePOGG

Any progress? As its been two and a half months and i have not heard a word about this robbery.

Hi drewitt1,

Unfortunately while our investigation has concluded there is still an ongoing dialogue with the UKGC regarding this issue. As such it seems unlikely at the present time that we will be able to deliver a final decision within the standard allotted time frame for ADRs (90 days from the point of receiving the complete complaint file - though we are counting from the submission of the complaint in this instance) and as such are obligated to provide you with that information and a proposed time frame within which we feel we should be able to reach the end of this process.

It is our objective and intention to bring this issue to a close as soon as possible. Your complaint already vastly exceeds the average complaint time for our service. However, given the involvement of outside agencies it is impossible for us to give an accurate assessment of how long the wrap up of this issue will take. On that basis we will extend this deadline by a further 90 days with the hope of reaching a conclusion far sooner.

I will keep you updated as and when we receive actionable information from the UKGC.

Thanks for your patience,

ThePOGG

Over 4 months now and still not even a slight mention what i have "done wrong" is there actually anything? Is this whole website just some scam to stop casino's paying out big wins? Are you just going to tell me you need another 90 days when this time is up?

any more information as the second 90 days is almost up?

Hi drewitt1, After extended discussion with the UKGC’s legal team related to your complaint alongside over 20 other complaints related to this same issue with the same operator in the same time period it has been agreed that some of the information that has been gathered in relation to these complaints is inadmissible in terms of the ADR process. The above being the case, at the suggestion of ThePOGG.com, the UKGC has agreed that the most appropriate course of action in this situation is for an alternative ADR who has not been party to the inadmissible information to review the involved cases. As such ThePOGG.com has made arrangements with IBAS to review and conclude your case. NRR Entertainment has already agreed to this proposal. The IBAS service is free to consumers and as such there will be no financial burden on your part. However you need to be aware that in order to provide IBAS appropriate time to review all the information related to this issue they will require to start the review process from the beginning, meaning that the time that ThePOGG.com has spent reviewing these issues cannot be offset against the time that IBAS would have as standard to manage a complaint under the ADR arrangements. If you are happy to go ahead with the transfer of your complaint to IBAS you need let us know so we can forward the initial complaint submission to the relevant personnel at that organization. Please also be aware that we will not be able to engage any discussion in regard to any part of the complaint package due to the need to ensure that the integrity of the IBAS review of these cases is not inadvertently subject to any of the issues that have arisen here. We apologise for the inconvenience caused, but would state that this action is being taken to preserve the integrity of the ADR process and ensure a fair and unbiased conclusion is reached. Thanks, ThePOGG

Yes pass it over

Hi drewitt1,

Just to keep you informed, I can confirm your case has now been passed to IBAS and I've requested that they contact you directly via email once they've completed an initial review.

Thanks,

ThePOGG