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BETAT Casino - Refusing to refund although I'm under self-exclusion agreement with another of their brands

RESOLVED
Complaint Info
Disputed casino BETAT Casino
Reason Refund declined
Amount £ 1200
stevenhp United Kingdom Message
Posted on May 4, 2015

Back in February/March, I self-excluded with SlottyVegas (a NRR Entertainment Limited casino).

On 15th April 2015, I stupidly open an account with betat.co.uk (also owned by NRR Entertainment Limited).

After depositing & losing £1,200 I noticed this and asked for a refund on the basis they should have prevented me from signing up etc (same details, email address etc.).

They followed my complaint up by agreeing that I was self-excluded, however, because I never specifically stated I had a gambling problem, they were under no requirement to actually enforce my self-exclusion requirement.

Yes, the casino admitted that they do not take all self-exclusion requests seriously!

I also pointed out that the website is displaying the licence number for an LGA (now MGA) licence, and that the link to NRR Entertainment Limited's MGA licence does not list betat.co.uk as a valid casino under their licence.

They claimed the casino was licenced and to check with the MGA. The MGA link that they proudly display on their website clearly details that the website is not covered under their MGA licence.

To summarise:

- Casino states they are MGA licenced, but casino not covered under said licence (prominently displayed on their website)
- Casino fails to take self-exclusion requests seriously by openly admitting they will not enforce requests if you don't specifically mention the phrase "gambling problem"

To address this:
- Refund the £1,200 I deposited and lost

Why? Because I am a self-excluded user; You openly admitted that I am self-excluded but you do not take self-exclusion seriously unless we state "gambling problem" and also because you claim the website is licensed by the MGA, but it is not listed in the relevant MGA licence.

stevenhp United Kingdom Message
Posted on April 21, 2015

Note, I tried taking this to IBAS, who are listed as their ADR for UKGC: https:­//b­eta­t.c­o.u­k/f­oot­er/­com­plaints

I received the following response from IBAS.

---

I acknowledge receipt of your email which advised of your complaint against NRR Entertainment.

However I must advise you that the operator, NRR Entertainment, is not registered with this Service which determines that we would not be able to offer you adjudication in this dispute.

You would have to contact the regulatory body which licenses and regulates the site concerned. Details should be accessible on the company’s website.

I am genuinely sorry we can be of no assistance in this matter.

---

So it appears that, not only does their MGA licence not include betat.co.uk in their valid list, but they state they use IBAS... but are not even registered!

AskGamblers
Posted on April 30, 2015

This complaint has been reopened as per BETAT Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers
Posted on May 4, 2015

We have been informed by BetAT Casino management that player was successfully refunded. Therefore, we consider this case as Resolved and officially closed.

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