Unresolved - Information came to us during the investigation of this and 20 other cases that is considered inadmissible. In agreement with the UKGC this case has been passed to IBAS.
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I signed up to BETAT Casino at the start of October. I deposited £100 and got a £100 sign up bonus. I was playing £5/spin (less than the max spin rule as per the terms of the bonus) and got my balance up to £303.50 including the bonus. The bonus terms stated that wagering requirements would only begin once the original deposit had been used. It also stated that while the bonus has not been touched, a player can forfeit the bonus and withdraw his deposit and winnings without having to complete the wagering requirements of the bonus.
As I had only been wagering with my deposit and not yet touched the £100 bonus, I decided I would withdraw £203.50 and forfeit the bonus.
To make a withdrawal, they first wanted ID documents. I sent these documents to them on 5th October. I received confirmation that the documents were being processed. I then heard nothing for weeks. I enquired on Live Chat several times and I was just told that there was a backlog of documents to be verified and mine would be verified in due course.
Then, on 29th October, I received an email saying my account had been flagged for fraudulent behaviour and all funds would be forfeited. I have pasted the email below.
I wholeheartedly refute these allegations. I read the terms of the bonus carefully before signing up and I know I didn't breach any of the terms. I have no idea why they claim fraudulent behaviour.
My username at this casino: [EDIT]
Email address: [EDIT]
I would be very grateful if you could look into this for me and see whether there is any way this dispute can be resolved and my deposit and winnings paid to me, as I believe that they have no reason to withhold these.
Please let me know if you need any more information. I look forward to hearing from you.
Please be informed that your account has been flagged for fraudulent behaviour. Due to this, we are required to terminate any direct line of communication with you immediately.
Consequently we have now permanently closed your account, forfeited all funds and removed your email address from our mailing list.
No further correspondence on this matter will be entered into directly. Should you wish to discuss the matter further, you may raise this case with the Malta Gaming Authority who will act as the legal mediator between both parties.
BETAT Risk Department
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BETAT - Withheld deposit and winnings
Posted by cpmczak
October 30, 2016
cpmczak 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:
October 30, 2016