Withdrawal has taken 19 days ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that b-Bets Casino management acted in accordance with their Terms and Conditions.

1.2 and 1.21 of General bonus rules ( Source: https:­//w­ww.b­-b­ets.co­m/e­n/b­onu­s_terms )

63, 131,132,133, 135,136, 137,138 of General Terms and Conditions (Source: https:­//w­ww.b­-b­ets.co­m/e­n/terms )

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Dear all,

We would like to address your recent inquiry and concerns regarding the player's payout. We are committed to providing a clear and transparent response.

Our Terms and Conditions, which the player agreed to upon creating their account, are in place to ensure the fair and responsible conduct of all players on our platform. These guidelines are designed to promote a safe and enjoyable gaming environment for all users. It is of utmost importance that our community adheres to these rules and regulations to maintain the integrity of the platform.

After a thorough review of the player's account, we found evidence of inappropriate play that was in violation of our established rules. This included actions that compromised the fairness of the game. As a result, the player's account was closed and any associated winnings have been forfeited, in accordance with our Terms and Conditions.

We understand that this decision may be disappointing to the player, and we take no pleasure in enforcing such measures. However, the integrity of our platform is paramount, and we must ensure that all users have a fair and enjoyable gaming experience. We encourage all of our players to review our Terms and Conditions regularly to remain familiar with the rules and regulations governing the platform.

In addition, the Askgamblers team has been provided with additional relevant information about the case, with all details regarding the matter transparently outlined.

Thank you for your understanding and cooperation in this matter.

Sincerely,

Customer Experience Team

Hi,

I don’t know why b-Bets would want this reopened, since based on the events that have taken place after this was closed, they have some kind of agreement with the ADR providers that they refuse to process complaints about Condor Ltd, the company behind b-Bets. I will copy paste what I wrote to ODR European Commission about a month ago, it should bring you up to date:

“Condor Malta Limited has confiscated a total of 1718.87€ of my deposits and winnings. This was across three of their casinos: 1299.60€ on b-Bets (https­://­www.b-­bet­s.c­om/), 384.80€ on Casino Sieger (https­://­www.ca­sin­osi­ege­r.com/) and 34.47€ on Big5 (https­://­www.bi­g5c­asi­no.c­om/). On b-Bets and Casino Sieger I made 50€ deposits for 100% up to 50€ deposit bonuses, and requested withdrawals on 2023-05-31 and 2023-06-06 respectively. On Big5 the winnings were from no-deposit free spins, and the withdrawal was requested on 2023-06-14. All bonuses were fully wagered before the withdrawals, only permitted games were played, bet size restrictions were followed, and no software bugs or human errors were abused. In general, I did nothing malicious or out of ordinary.

As the withdrawals were not processed in a reasonable time, I started asking about them from their live support. Each time I received a generic response saying that the payments department is still processing the withdrawals and they cannot give any exact timeframes. As time passed, I created a complaint in Askgamblers, to which they never replied. I also filed a complaint to their ADR provider MADRE. Finally, on 2023-07-18, they informed me that my account is closed due to engaging in fraudulent activities and they will keep my money. As I asked for further explanation, they quoted several parts of their bonus terms and conditions, but would not say which one of them I was in breach of, nor would they elaborate any further in general.

The terms and conditions they quoted were added between my withdrawal and the closing of my account. Apparently they realised that some players were making money off their bonuses, halted withdrawals to do internal investigation and to update their T&C retrospectively, and finally a month and a half later closed the players’ accounts based on the manipulated T&C (I heard of other Finnish players receiving similar treatment around the same time). Furthermore, as a Finnish player, the T&C was shown to me in Finnish by default, and that version of the T&C did not contain any of the parts they quoted even after my account was closed. Nor did it make any mention that in case of differences, the English version takes precedence, as similar documents sometimes do. In short, they confiscated my money based on terms and conditions that were not valid at the time I played at the casinos. The exact justification for the confiscation is irrelevant, but the only part of the quoted terms that I would have been in breach of seems to be the prohibition of lowering the bet size by over 50% in the middle of bonus wagering. This I did indeed do, as I didn’t want to risk all my winnings and there was, at the time, nothing saying I shouldn’t.

On 2023-07-19 MADRE accepted my complaint about the delayed withdrawals, and asked whether I have any additional information. I responded that since making the complaint, they have officially confiscated my money, and I gave MADRE an explanation similar to what I’ve given here. To this date, almost 8 months later, I have heard absolutely nothing further from MADRE, despite several inquiries just to let me know the status of my complaint. Note that they haven’t decided in the casino’s favour, they simply won’t process the complaint for some reason and won’t explain why. This is why I am now submitting my complaint to you instead, as you are also listed as an available ADR provider in their T&C. My email registered at the sites is xxx.

I think that my winnings resulted from fair play and Condor has no valid reason to take them away, let alone my deposits, so I should get the whole 1718.87€ from them.”

Since submitting this, MADRE finally replied that my complaint is closed as inadmissible (without specifying a reason), and ODR closed my complaint with the explanation “When a complaint is submitted on the ODR platform, the parties have 30 days to agree on the dispute resolution body to deal with the complaint. As you were unable to do so, your complaint has now expired on the platform and your case has been closed.” (I submitted my complaint, waiting for a response, and this was the next thing I heard from them).

So it looks like I will be going to court to get my money, unless b-Bets actually wanted to reach some kind of an agreement?

Dear all,

This complaint has been reopened as per b-Bets Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.