BETAT Casino took my winnings 2300 euros and closed my account

RESOLVED
posted on May 20, 2015.

Hello, this is something that really pisses me off and that is BETAT casino. The worst casino i have ever been in. So lets start with the facts. Few weeks earlier i decided to join BETAT and deposit. I received their bonus and started playing the slots with bets like 0.60-0.90. After a few hours i had 400 euros. I went to live chat and said that i wanted to withdraw. They told me they had to verify my account and this procedure may take up to 5 days MAX! So i decided to send my docs also i contacted the live support agent in order to see my docs and see if they are okay. She insured me that everything was fine! So i waited. At the 5th day they sent me an email asking me to send a new copy of my bill! So i sent ti the same day. And waited another 5 days! So 10 days they were looking at my account details and everything. Meanwhile while i was witing i decided to hit the slots again! Before i begin i contacted the live support in order to be sure that there wasnt any limit at max bet! The agent ensured me that i could play now the slots with whatever bet i wanted! The max bet i hit was 5 euros. Thats it nothing more nothing less. So suddenly i hit a few good rounds and made up to 2500 euros! At the 10th day the y sent me an email ensuring me that my verification was completed with full success! I was really happy so i decided to play 200 euros and left my balance to 2300 euros. Then i decided to withdraw 900 euros 900euros and 500euros. 3 withdrawals via skrill! So those withdrawals were made at 13.05.2015 the first two and the last one was made at 15.05.2015. At the casino they say for the first withdrawal may take up to 5 days max! So that was kinda weird but i decided to wait. 1 day later, at night i entered the into my ccount and i left my zenmate on(app that hides you id in order to have defence for your personal details which was sent by BITSTARZCASINO in order to check from my pc a technical issue!) i just entered to check when i had requested my withdrawals. Next day they sent me an email telling me that they found something strange on the ip and i ensured them it was me who entered the account and i was just looking the dated of when i reueted the withdrawals. But the thing is i didnt play any slot! Because all my money was pending! So as far as i know i was okay. The other day i contacted the live support, in order t o see when will i have my money that was at the 18.05.15 wich as they advertise it was supposed to be the last day in order for my money to come. They told me they sent an email, informing me about something. but i never got that email. So i asked the live support to tell me whats going on, she jsut sent me an email. The email was somethingthat they founs strange on my p and they were matching it wtih something else someone else, and i didnt quite understand what was going on! So i asked the agent to explain it to me. she just said that. ''i dont know''. The were accusing me over some bunch of stuff having no proof at all, and me not knowing what is really going on! So i asked again and again about my withdrawals because the time frame that they were advertising was over the limits. They told me that on my case it will take more time. Because my account was under some investigation. I asked again thew reason of the investigation and i got the same i dont know answer. I asked when will i have my withdrawals the same again ai odnt know. I told them to give me a time frame they just couldnt give me. Like they were trying to tell me we just dont want to pay you back. I also tried to be friendly with with live agent and the agetn was trying to accuse me more and more, like i did something etremely bad. It was like you couldnt talk with them, because they ere like specialized species in order to accuse you for nothing! Really misbehaved people. Today at 20.05.15 i contacted for the last time the live support. Contacted eith the manager, a very unfrienfdly manager, but at least he game me a time frame for my withdrawals. Well he corrected me. He said you wont have a response for your withdrawals but for your account. Like everything was set up. for me not to get paid. Well as you can see this is the email i got. I DIDNT HAVE THE CHANCE TO TAKE SCREENSHT ENOUGH SECREESHOTS BECAUSE THIS CERTIFIED CASINO MANAGED TO CLOSE MY ACCOUNT. i contacted the support again told them to call me becaus that accusation was serious and i was about to call my lawyers in order to send the lawsuits. The agents were very very unfriendly and they said jsut that. Wer are not allowed to speak to you anymore goodbye. i askded them npow that they know to give me the reason of fraudent. They still couldnt give it to me. IM REQUESTING MY 2300 EURO WINNINGS BEFORE ITAKE THE DRASTIC MEASURES.

posted on May 21, 2015.

Dear Rafail,

When users IP changes over several countries, the security team are obliged by law to suspend the account until the user validates their change in location (accessing the site while on a holiday for example).

Using VPN (IP making service) to protect your details as you say cannot be allowed. We are bound by law to confirm the identity of the user and the legitimacy of their account at every step of the way. Hiding your details, your machine details or your IP address is against the terms and conditions you agreed to when you signed up to play at BETAT casino; and frankly we do not accept any reason to hide your details from our security team if you wish to utilize our services. This has been clearly communicated to you.

I'll be more than happy to check your case with the security team myself and deliver the findings to the AskGamblers dispute resolution team.

Kind regards

AG Account Manager for BETAT

posted on May 21, 2015.

Yes of course. As you see, the slot were played by my real i.p adress, the winnnings were made while i had the real i.p adress. I didnt use the app, while i was playing your slots. And of course, that would be crazy! I dont want to be called fraud! This is a really big accusation. And as for myself i dont allow people to call me like that. This app, was sent to me by an agent from BITSATRZ,(which i can confirm it if you want with one single email) which was used in order to check a technical issue at their site! I didnt have any purpose against you! Also i was explained that this app is also good for me in order to have defence of my p.c on my personal details. Which is something very good. Also i logged in my account while i forgot this app on! (the app now is unistalled from my p.c). And the reason i logged in was just to check when i had requested my withdrawals. I didnt do anything at all, except than checking my withdrawals!! I also explained via email, when you sent me the email, of the 24hours that i had to response.(i responded as you see the same day). My winnings were made 100% legitimate. using my i.p adress( when i won at the slots i didnt even know about this app). If we have to apologize for apps that we download in the internet i mean come on! And the funniest thing is that i didnt even search the internet it was just sent by a casino agent for technical issues! As you can see my winnings are legitimate. Please consider the actions you took.

posted on May 21, 2015.

Its like someone checks his email inbox, (having forgotten his app to protect his personal details) and the email company comes up and says'' you protected your personal details. you are a fraud.'' It doesnt make any sense! i waited for you 10 days!!! in order to verify my account which was completed with full success, and waited another 6-8 days ! t get my money( money that i never did) , and because i logged in with an app that i forgot to turn off, you just dont pay?! I hope you know that you are dealing with people and not with robots.

posted on May 21, 2015.

Dear Rafail,

I'll investigate the case. If, as you say the VPN was only used for a single log-in with no game play, then i will push for a positive resolution for you case with the Security team.

Kind regards

posted on May 22, 2015.

In case i wanted not to tell you the truth(in which case you could have the full rights to accuse me of fraud), i could have easily said that i was on vacation so thats why my ip address was on other location. But i told you the truth the app, was sent to me from an agent from this online casino in order for me to check a technical issue they had in their site( slots were locked due to unspecified cause). And as for my proof in case you have the right to ask it, i can send you a confirmation email from the casino itself. Unforunately, im working so many hours on the p.c that sometimes i forget, like a normal person That time because it was at night, and i was really tired and i forgot this app on mode by accident. If my purpose was to harm your casino or steal you! then i would have lied and not told you the truth. I am really aware of your 5.18 from terms and condition, but now winnnings were made nothing was done. Also masking my account on purpose that should have been combined with a lie from my side and not telling you which app i had that time and for what technical reason. In case you dont believe my words. I can also send as i said before, a confirmation email by the casino itself to your personal emai in order to avoid the public view,(prooving that my actions werent made for fraud but the app was sent to me for technical reasons). I am now waiting for your reply.

AskGamblers
posted on May 25, 2015.

@Betat casino,
Any update?

AskGamblers
posted on July 9, 2015.

This case has been reopened upon player’s request and we would like to give it one more chance for a successful resolution.

AskGamblers
posted on July 17, 2015.

This case has been reopened upon player’s request and we would like to give it one more chance for a successful resolution.

posted on July 21, 2015.

Betat, is there anything you want to say or come up with some proofs of denying to pay?

posted on July 21, 2015.

They paid. Consider the complaint as resolved.

AskGamblers
posted on July 22, 2015.

Based on the player's last comment, we consider this complaint resolved and officially closed.