b-Bets Casino - Telling me to deposit more money after saying my payment has been processed?!

posted on April 29, 2016.

Got 10 freespins on Jimi Hendrix over a week ago and won and withdrew 25€ as that was the maximum allowed. Got a mail saying it would be processed within 48h. Checked a few days later and my history said it had been processed.

After waiting more than a week I contacted live support as I hadn't received my money. They claimed that I had to deposit money to get my withdrawal. I had already deposited 10€ before and the fs were only for depositing players from the start. Their bonus terms says nothing about this requirement.

posted on May 2, 2016.

Hi there,

We have acknowledged and verified your complaint, but we have found the following information:

You have received 10 no deposit free spins on Jimi Hendrix slot on April 21st, 2016 when our past depositors were rewarded with those free spins upon login on the promotion day.

Firstly, please note that since free spins credited are considered as a no deposit bonus, our Bonus terms apply:

Under term 1.3 it is stated: "The payout for a free bonus (i.e. a no deposit bonus) is limited to 10x the bonus amount. To verify your account, a deposit must be made in the last 60 days. The payout for Free Spins is limited to a maximum of €25 when issued as a Non Deposit Bonus."

Your payout of free spins winnings is also bounded with those terms; your last deposit in our casino was made on January 24th, 2016, and your payout was requested on April 21st, 2016, which is exceeding 60 days stated in the Bonus terms and therefor for your payout to be processed you will need to make a new deposit.

Secondly, your payout does indeed show status 1 in your history, but this does not necessarily mean that the payout was processed. In your case it means payout was approved by our finance department and it will be processed at the moment your next deposit has been made and acknowledged by our system.

I hope we could clarify this for you and we kindly ask Askgamblers to resolve this case as there are no grounds for the complaint.

posted on May 2, 2016.

OK then I want to complain that you gave me no such info when I talked to your support before I made a withdrawal and you made no attempt to contact me after to ask me to make a deposit. Your support is sub-par and I will not be a customer anymore.

posted on May 2, 2016.

Hi there,

We do regret if you feel the contact with our support representatives was not satisfactory for you. We have checked the live-chat conversations you had with two of our representatives and in both our agents have treated you well and you were appointed to our bonus terms.

We do also assume all our players will read the terms and conditions and bonus terms they agreed upon when they register in our casino and which apply to their specific situation.

posted on May 5, 2016.

Then why offer freespins in a 3 month window when you demand a deposit within 2 months? I'm a customer at many different casinos and yours is the only one where you demand a deposit every two months to "verify" an account. That rule feels really shady and manipulative. You give freespins in a three month window and then demand a new deposit every 2 months so that people will make more deposits and gamble away everything.

posted on May 8, 2016.

Dear @Kalnad,

Please keep in mind that it is your own obligation as a player to read carefully all terms and conditions attached to any bonus you intend to use prior claiming and using that bonus. In this particular case, you obviously failed to do that and as a result your payment has been stopped until your next successful deposit at the casino as advised by b-Bets casino representatives at the above posts.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is being officially closed now.

In case player faces further troubles with their payment after a successful deposit is being made at the casino, we remind player that this case could be requested to be reopened.