Ag Awards

BETAT Casino - Bonus terms

Complaint Info
Disputed casino BETAT Casino
Reason Other
Amount £ 30
Posted on July 24, 2014

I wrote an email to BETAT prior to depositing asking enquiring if I could reject bonuses and stated that I did not wish to wager. They assured me that I could reject the bonus and that they understood when people didn't wish to wager. I joined and deposited £30. Then before playing they requested verification documents which would take 5 days to verify. In chat I asked why my deposit withdrawal was blocked and they told me because I hadn't wagered my deposit. So instead of wagering on bonuses they make people wager their deposits! I requested my money back and they said they couldn't give it to me back! This is totally unfair and an underhanded policy. Please could you look into this for me.


Posted on July 4, 2014

Any update considering your complaint?

Posted on July 4, 2014

They said they will refund but still waiting for it to appear in my account.

Posted on July 6, 2014

Dear rumbaba,

We appreciate you seeking help from AskGamblers as a mediator in case our responses to you previously were not clear enough.

As per our terms and our process of operation, we request our customers to provide KYC “Know Your Customer” evidence of their identity and proof of purchase, prior to processing a withdrawal and we ask for this from the moment of first deposit in order to avoid delays when withdrawing funds. This is a legal requirement imposed on our business in order to thwart various forms of fraud and money laundering.

Likewise, as our business does not charge any fees at all on deposits and withdrawals we are a far easier target for money laundering and as such, and also as required by law, we must request from our players to wager their deposit at least one time prior to withdrawal, no matter how large or small such amount is. This process is obligatory and not negotiable on our side, so we must abide by it in full.

From what I can see, you did eventually send in your KYC documentation as per our requirements and your withdrawal was processed without the need to wager your deposit once, as the payments team felt that the size of the deposit did not pose any money laundering risk.

Kind regards


Posted on July 8, 2014

Dear @rumbaba,
Is this complaint resolved?

Posted on July 8, 2014


Yes, after having to send copious amounts of ID.

Many thanks

Posted on July 9, 2014

This case is now closed and considered as successfully resolved.

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