10Bet - Baptism by Fire!!

[David@10Bet]

RE:

Hi Rainmaker,

Thanks for your comments and feedback!

Indeed we do not have Danish License yet, but like the majority of the operators we do accept Danish customers for now.

We do not pro-actively advertise to or acquire Danish customers, and do not provide support in Danish.

Indeed Microgaming Quickfire blocked Denmark, hence we have the sports and Golden Casino section available now. The games in Golden Casino are powered by CTXM, and include all types of slots, jackpots and of course players favourite Roulette, Blackjack, VideoPoker, which are proper casino games.

I hope this clarifies the situation

.

Congratulations with the launch of your new Live Casino


I see it is possible to select "Danish" as a language on your site. But I did not find your company listed as a license holder with Spillemyndigheden- the Danish Gaming Authority (I may have overlooked you on the list, you may have a pending application etc). I asked your customer service if 10Bet accepts Danish players and they told me:

"Yes, Danish players may play in our Casino Golden and in the Sports Section".

Your "main" casino is Casino Platinum with Microgaming games etc. I believe that Microgaming is blocking players from Denmark for operators who do not have a Danish gaming license. That may be the reason why your Danish players are not allowed to play in this section of your casino. Your Casino Golden offers play on games from smaller suppliers, and looks more like a "games" section.

Spillemyndigheden wrote this the other day:

When is a website providing gambling illegal?

A website is illegal when directed towards the Danish market, e.g.:

-The website is in Danish.
-Danish customer service.
-The games offered by the gambling provider are of such a nature that it appears to be for Danish players.
-Stakes from Danish players are accepted.
-Danish currency on the website.

So my question is, do you have a Danish gaming license? And if no, why are you choosing to put Danish players at risk by accepting bets from Danish players, even targeting them with Danish language etc?

Thanks!

 

[David@10Bet]

Hey JuicyFruit,
Thanks a lot for posting.

First - regarding the 'Error 2' issue. We experienced an issue with our ISP provider in the last 3-4 days. I don't want to bore you with details, but the errors drastically decreased after a fix we deployed this morning.

Accept my apologies for the experience - it was one-off, as now we know how to prevent such case in the future. Please message me your username and I will compensate you with a gesture of good will as we do with all affected players.

Second - regarding the documents request you received. It was sent by mistake as it is an automatic message to customers who make a non-verified deposit. For some reason you received the message - a glitch in the system, and thanks for bringing our attention to it!
I will make sure to modify the text of the message so that it in case someone gets it by mistake, gets that it is automatic and if documents received, or deposit was 3D verified, they should ignore it.

Thanks JuicyFruit again! I believe your experience will be much better now Keep me posted!

Yours,
Michelle

I am afraid 10Bet is about to be removed from my casino list.

I have two issues with them.

1: Although depositing with a Debit Card, which uses the Verified by Visa verification process, I am asked after every single deposit to send in verification documents, and when I query this, I get variations of the following response:

Dear Elisabeth,

Thank you for contacting us.

We apologize about the request for documents you have received by
mistake and would like to confirm that no documents are required for
customers who have performed verified deposits.

Every single time. Really, really irritating - it is almost as if they are a left hand/right hand casino.

2: When playing Platinum Casino games (mostly, but not all MG), I almost always get an 'Error 2' which closes down the game. Sometimes this can happen every ten minutes or so, sometimes less frequently, but it is frustrating to be interrupted so many times during a session. Yes, the game resets to where it should be - eventually - but these constant errors really take any pleasure out of playing at 10Bet.

I play to be free of stress, not to generate it,

 

[rainmaker]

Hi Rainmaker,

Thanks for your comments and feedback!

Indeed we do not have Danish License yet, but like the majority of the operators we do accept Danish customers for now.

We do not pro-actively advertise to or acquire Danish customers, and do not provide support in Danish.

Indeed Microgaming Quickfire blocked Denmark, hence we have the sports and Golden Casino section available now. The games in Golden Casino are powered by CTXM, and include all types of slots, jackpots and of course players favourite Roulette, Blackjack, VideoPoker, which are proper casino games.

I hope this clarifies the situation

Thanks for your reply

I believe very strongly that operators who do not have a valid license in regulated markets should stop accepting customers from these countries.

The tendency is also quite clear, reputable operators will respect regulated markets. Especially the regulation in Denmark since it is regarded as quite reasonable for all parties.

I am quite surprised to see that 10Bet, an operator who offers Microgaming actually operates as unlicensed in regulated markets. And it is quite seldom I see unlicensed sites with "Danish" language as an option. That is a no-no in my opinion.

 

[JuicyFruit]

First - regarding the 'Error 2' issue. We experienced an issue with our ISP provider in the last 3-4 days. I don't want to bore you with details, but the errors drastically decreased after a fix we deployed this morning.

Accept my apologies for the experience - it was one-off, as now we know how to prevent such case in the future. Please message me your username and I will compensate you with a gesture of good will as we do with all affected players.

Thank you, Michelle. I will send you a PM.

Second - regarding the documents request you received. It was sent by mistake as it is an automatic message to customers who make a non-verified deposit. For some reason you received the message - a glitch in the system, and thanks for bringing our attention to it!
I will make sure to modify the text of the message so that it in case someone gets it by mistake, gets that it is automatic and if documents received, or deposit was 3D verified, they should ignore it.

I received the following from your CS yesterday when I queried - once again - the verification process, so if appears as if not all your CS staff are aware of the process.

"According to the rules all customers using credit/debit card as their deposit method need to go through our verification procedure."


Thanks JuicyFruit again! I believe your experience will be much better now Keep me posted!

Yours,
Michelle

I will indeed keep you posted, and thank you very much for taking the time to respond. It really is appreciated.

 

[rainmaker]

.

I took a closer look at your site and wanted to add some more info.

I see that you have Danish Kroner as an alternative:




And you are offering play on for example Danish Soccer:




It really does not matter whether you have Danish support or not. This is in my opinion a clear case of, what The Danish Gambling Authority classifies as an illegal gambling site targeting Danish players. And I must say, this is unfortunately the worst example I have seen so far regarding violations of the Danish regulation.

And what makes it even worse is that your own supplier (Microgaming) is preventing you from offering gaming to your Danish customers but you still are attracting Danish players to other sections of your site. You know, Microgaming has banned Danish players for unlicensed operators because it is the only responsible thing to do.

I must also disagree with you on this statement: "...but like the majority of the operators we do accept Danish customers for now"

Yes, operators with a Danish license, for example 888, Bet24, Bet365, Betfair, Betsson, Bwin, Centrebet, InterCasino, Nordicbet, Gnuf, Roxy Palace, Sportingbet and Unibet are all offering betting/gaming to Danish customers. But other operators like William Hill, 32Red, Virgin and Paddy Power (and many more) do not offer betting/gaming to Danish customers anymore.


From The Danish Gambling Authority


What is the consequence of providing illegal gambling?

-Customers´ access to the illegal website will be denied.
-Customers´ transfer of stakes and winnings to/from such companies will be blocked.
-The violation will be reported to the police.


As you can see, you are putting your own customers at risk.

 

[sparkles]

Im sure the potential is there

But I am the kinda girl that likes to deposit and play.

It took ages and a few trys before it would let me transfer from the sportsbook to the casino
its said it cannot be done at this time and to contact support.

Each time I did that, as soon as I pushed enter the entire chat box disappeared.

Now im trying hard to actually stay in a game long enough to have more than 5 spins
before it gives me a message to contact CS with "error 2" and then boots me.

As much as I try patient I am not, still cant get customer support, so Ill leave it for a while

 

[sparkz]

My input..... (well what happened...in brief)

Deposited and lost around £500 on Tuesday evening (28th)
Liked the site and the games
Yesterday (29th) explained to support I enjoyed it but didnt feel I had got my full money's worth
They agreed to credit me with £80 as a 1 off.
At that point the site was having terrible problems. (29th... 10:30am onwards)
Slots were loaded, spins took 30 seconds and usually gave that "2" error after a few spins.
The site pages also took ages to navigate (anything from 40 seconds to a minute per page)
I reset my router several times as I didnt know if it was my connection...but nope
Didnt know if it was just slots so had a go on blackjack.... Same problem
Couldnt even view my account balances as it kept popping up with "server error".
Got in from work tried again and still same problems.
Tried to play a bit more and got my balance to £255.
Tried to cashout a few times.... (took ages to get to the pages)...
Got error similar to "you do not have enough funds".
I thought it had something to do with site issues.
Bit later tonight after several attempts managed to get into my account section
Shockingly my balance showed as bonus money (couldnt check WR if it was a bonus or check if it was a no WR £80 previously due to site issues not letting me see, but after a determined several attempts and waiting for ages it showed)
There was no clear cut terms with the £80... so now as I knew it was a bonus I tried to find some bonus terms.
Typical.... on some other bonus terms blackjack isnt allowed.
Found 10bet thread here
Saw michelle saying that if you play a game that is on the not allowed list, your bonus is void.
Knew 100% now id never see a penny so of course with about 10 mins of higher bets on slots (while still getting the "2" error code, and waiting 30 seconds for a spin) I washed the cash away.


Have pm'd michelle. The server issues have been really bad, barely able to play games, takes ages to load anything or any page and most of the time you cant even view your account/transactions due to the constant "server error" popup box message. Its been like that for coming up to 24 hours now

edit: and wow, only just saw the person above me is called "sparkles", what are the chances

 

[David@10Bet]

Technical issues resolved

Hi Guys and Gals!

Thanks for your posts. I am happy to let you all know that the technical issues with error 2 have been finally resolved fully yesterday. The issue was larger than expected triggered due to the launch of our new product, but now all systems run smoothly and such incident is not expected to happen again for sure.

I want to thank you for your patience in the course of these 2 days and believe you'll enjoy a rewarding experience moving forward.

Thank you!

Yours,
Michelle

 

[David@10Bet]

Hi Sparkz
Thanks for your post! I looked at your account and I see that you didn't claim your welcome bonuses, hence the team gave you 80 bonus as a gesture of good will.

I got your private message and will respond shortly with a special for you

Thanks and good luck!

Michelle

My input..... (well what happened...in brief)

Deposited and lost around £500 on Tuesday evening (28th)
Liked the site and the games
Yesterday (29th) explained to support I enjoyed it but didnt feel I had got my full money's worth
They agreed to credit me with £80 as a 1 off.
At that point the site was having terrible problems. (29th... 10:30am onwards)
Slots were loaded, spins took 30 seconds and usually gave that "2" error after a few spins.
The site pages also took ages to navigate (anything from 40 seconds to a minute per page)
I reset my router several times as I didnt know if it was my connection...but nope
Didnt know if it was just slots so had a go on blackjack.... Same problem
Couldnt even view my account balances as it kept popping up with "server error".
Got in from work tried again and still same problems.
Tried to play a bit more and got my balance to £255.
Tried to cashout a few times.... (took ages to get to the pages)...
Got error similar to "you do not have enough funds".
I thought it had something to do with site issues.
Bit later tonight after several attempts managed to get into my account section
Shockingly my balance showed as bonus money (couldnt check WR if it was a bonus or check if it was a no WR £80 previously due to site issues not letting me see, but after a determined several attempts and waiting for ages it showed)
There was no clear cut terms with the £80... so now as I knew it was a bonus I tried to find some bonus terms.
Typical.... on some other bonus terms blackjack isnt allowed.
Found 10bet thread here
Saw michelle saying that if you play a game that is on the not allowed list, your bonus is void.
Knew 100% now id never see a penny so of course with about 10 mins of higher bets on slots (while still getting the "2" error code, and waiting 30 seconds for a spin) I washed the cash away.


Have pm'd michelle. The server issues have been really bad, barely able to play games, takes ages to load anything or any page and most of the time you cant even view your account/transactions due to the constant "server error" popup box message. Its been like that for coming up to 24 hours now

edit: and wow, only just saw the person above me is called "sparkles", what are the chances

 

[sparkz]

My issue = Resolved.

Michelle has been excellent,


Casino has a thumbs up from me.... keep up the great work

 

[JuicyFruit]

10Bet and I are now divorced!

I played at 10Bet today, and once again it was a less than stellar experience.

Firstly, the games were painfully slow. Shjcard was spot on when he said:

Played at 10Bet no download. Like watching grass grow.

Or watching paint dry. Tedious in the extreme.

Then the infamous 'Error 2' showed up again, although tbh not as frequently as had been happening before. However what I got in its place were several HTTP 500 errors when the casino just disappeared, once in the middle of my 'Gold Factory' bonus round. Each time it took about 5 mins for the Casino to re-appear.

And when I was playing a game for a while, then left it to play another game, I repeatedly got a 'Session Expired' msg, meaning I was constantly having to log back into the casino.

Equally annoying was that some of the games just disappeared as well - Ho Ho Ho and IR to name a few. They were there on the play list, and then they weren't. Really tee'd me off as IR was the game I specifically deposited to play.

So on balance, IMHO this casino still has a lot of work to do in making their Platinum gaming platform stable. And until they do, I won't be back.

 

[gokkie]

Just so you know, 10bet does not offer the Lord of the Rings slot (yet - among others).
I joined, wanted to play it and was dissapointed not to find it. Well lots of others left so I will have to try my luck on some other slots....

 

[David@10Bet]

Hi Gokkie,
I am glad to let you know that we'll offer Lord of the Rings within a month.
Apologies for any inconvenience caused.
You can still enjoy a wide range of Microgaming slot machines, so if there's one other than LOTR specific slot you'd like us to add, please PM me, and I am sure we can sort it out

Cheers,
Michelle

Just so you know, 10bet does not offer the Lord of the Rings slot (yet - among others).
I joined, wanted to play it and was dissapointed not to find it. Well lots of others left so I will have to try my luck on some other slots....

 

[David@10Bet]

RE: 10Bet and I are now divorced!

Hi JuicyFruit,
Please can you PM me your username so I can check with our technical team what could have happened at this time with your account? Also, please let me know approximately at what time did this happen so that we have the most precise investigation.

We resolved the issues experienced, and have not received any complaints, so I believe these errors could be isolated to your ISP, but we must investigate of course.

Regarding the slowness of some of the games that you and Shjcard pointed out - indeed for some of the heavier games, like bonus slots, it takes more time to load the first time so that all the features loaded. In the next sessions, unless you cleared cookies or have similar features enabled in your browser, the games should be loading faster. The load time depends on our software provider and is something we can't speed up.

I hope this information helps.

I wish we don't divorce and work out on our relationship JuicyFruit So please get back to me to see what could have been the problem.

Thanks guys!

Michelle@10bet

I played at 10Bet today, and once again it was a less than stellar experience.

Firstly, the games were painfully slow. Shjcard was spot on when he said:

Or watching paint dry. Tedious in the extreme.

Then the infamous 'Error 2' showed up again, although tbh not as frequently as had been happening before. However what I got in its place were several HTTP 500 errors when the casino just disappeared, once in the middle of my 'Gold Factory' bonus round. Each time it took about 5 mins for the Casino to re-appear.

And when I was playing a game for a while, then left it to play another game, I repeatedly got a 'Session Expired' msg, meaning I was constantly having to log back into the casino.

Equally annoying was that some of the games just disappeared as well - Ho Ho Ho and IR to name a few. They were there on the play list, and then they weren't. Really tee'd me off as IR was the game I specifically deposited to play.

So on balance, IMHO this casino still has a lot of work to do in making their Platinum gaming platform stable. And until they do, I won't be back.

 

[fdrslss]

After registering and attempting to make a few hundred bucks deposit I instantly got this message :

"To be able to deposit directly to your poker account using your Credit/Debit card, We are kindly asking you to certify your account by sending the following documents: • Copy of your driver's license or passport with photograph. • Copies of front and back of your credit card. • Copy of a utility bill. These documents can be sent to our fax at +44(0)870-751-8588 or as a scanned image to: csd@support.10bet.com Please note that you may deposit via other deposit methods, which do not require any documentation."

I LOL'ed. Do you really think me or whoever else will bother sending you all this bunch of documents just to eventually register at your betting? L M A O
Review your attitude a lil bit, requesting all this stuff right upon registration even before making any deposit is ridiculous.
Good luck.

 

[David@10Bet]

Hi there,

Thank you for your post- I am glad I am able to discuss this matter.
The message you have received is sent in case of unsuccessful deposit attempt. This is an informative message and has the only aim to explain that you will be required to send these documents.
We are always trying and to be honest and inform our customers for the steps that will follow. Especially when it comes to security, our rules are explained carefully and up-front to all of our customers- just to make it easier and make sure that we provide utmost security.
Once again, this is an automated message and you receive it just because we would like you to know what’s next. With 10Bet, when it comes to a players’ money, we always verify the identity and provide a secure play.

I am sorry if such message annoyes you, but we're are not compromising with player security and must ensure that every account is verified for your own safety.

 

[sparkz]

Another note about the casino....


My favourite casino of all time, and I cant believe how fast they payout.

Won last night (around 3 or 4am).

Emailed Michelle to see all was good to go.

Got up this morning.... 9:54am it was processed and sent to my moneybookers.

Payment in under 6 hours (under 1 hour really since 9am is the start of their business time). Been too many years since iv seen such speed at paying out.

Thanks again Michelle and 10bet!!!!!!



edit:

RE the asking for ID before deposit...


I also agree its a good idea to verify customers in this way. Many many times casinos have had me hook line and sinker. I sign up, check terms... all good, then deposit, win, try to cash out and many refused to accept my identification (as its not "government id" but as we know in the UK theres no goverment ID and I dont drive/never been overseas so only have birth cert) which has lead to them removing my winnings and deposits.

Verifying yourself with ID before a deposit is a better way. Many players wont be happy about it, but it means the casino knows your legit, and for the player it means you can make a withdrawal and have it processed super quick (that wont be declined)

A few shaky starts happened with this casino, but thats all getting better (and nope, not saying that because I won, in fact im down overall)

 

[David@10Bet]

Thank you sparkz once again for the nice words.

Good luck and enjoy!

Michelle@10bet

Another note about the casino....


My favourite casino of all time, and I cant believe how fast they payout.

Won last night (around 3 or 4am).

Emailed Michelle to see all was good to go.

Got up this morning.... 9:54am it was processed and sent to my moneybookers.

Payment in under 6 hours (under 1 hour really since 9am is the start of their business time). Been too many years since iv seen such speed at paying out.

Thanks again Michelle and 10bet!!!!!!



edit:

I also agree its a good idea to verify customers in this way. Many many times casinos have had me hook line and sinker. I sign up, check terms... all good, then deposit, win, try to cash out and many refused to accept my identification (as its not "government id" but as we know in the UK theres no goverment ID and I dont drive/never been overseas so only have birth cert) which has lead to them removing my winnings and deposits.

Verifying yourself with ID before a deposit is a better way. Many players wont be happy about it, but it means the casino knows your legit, and for the player it means you can make a withdrawal and have it processed super quick (that wont be declined)

A few shaky starts happened with this casino, but thats all getting better (and nope, not saying that because I won, in fact im down overall)

 

[Sandman]

not great

unfortunately my experience was terrible.
signed up, none of the games loaded. not in IE, FF or Chrome.
keeps saying session expired, login again. then just hangs showing loading.
I have deposited and have not been able to play a cent.
I asked for the deposit to be cancelled (cant withdraw as there is a bonus attached) and was told no.
All support on chat keeps saying is "send a mail"
I have been on chat an hour and now i am being ignored.

 

[Seventh777]

Another note about the casino....


My favourite casino of all time, and I cant believe how fast they payout.

Won last night (around 3 or 4am).

Emailed Michelle to see all was good to go.

Got up this morning.... 9:54am it was processed and sent to my moneybookers.

Payment in under 6 hours (under 1 hour really since 9am is the start of their business time). Been too many years since iv seen such speed at paying out.

Thanks again Michelle and 10bet!!!!!!



edit:

RE the asking for ID before deposit...


I also agree its a good idea to verify customers in this way. Many many times casinos have had me hook line and sinker. I sign up, check terms... all good, then deposit, win, try to cash out and many refused to accept my identification (as its not "government id" but as we know in the UK theres no goverment ID and I dont drive/never been overseas so only have birth cert) which has lead to them removing my winnings and deposits.

Verifying yourself with ID before a deposit is a better way. Many players wont be happy about it, but it means the casino knows your legit, and for the player it means you can make a withdrawal and have it processed super quick (that wont be declined)

A few shaky starts happened with this casino, but thats all getting better (and nope, not saying that because I won, in fact im down overall)

You must have been very lucky I made a withdrawal early morning today (my 2nd) and was told a bit earlier by CS it could take upto two days .

 

[Seventh777]

unfortunately my experience was terrible.
signed up, none of the games loaded. not in IE, FF or Chrome.
keeps saying session expired, login again. then just hangs showing loading.
I have deposited and have not been able to play a cent.
I asked for the deposit to be cancelled (cant withdraw as there is a bonus attached) and was told no.
All support on chat keeps saying is "send a mail"
I have been on chat an hour and now i am being ignored.

Session expired is down to your cookies settings, make sure that cookies are allowed for 10Bet or it will automatically log you out after a few seconds, as far as loading games go make sure you have flash player plugin enabled in addons.

 

[Sandman]

Thanks for the advice

Pity the support guy diodnt offer any help. Could have helped not ruin a 1st experience with a new casino.
I checked what you advided and all was already sorted, still same issues.
The session expires even before the game loads.

Thanks for the advice

 

[Seventh777]

Pity the support guy diodnt offer any help. Could have helped not ruin a 1st experience with a new casino.
I checked what you advided and all was already sorted, still same issues.
The session expires even before the game loads.

Thanks for the advice

Yw

 

[Seventh777]

And now i`ve been told my payment will not be processed until Monday as it takes two working days, so why didn`t the CS (David) tell me this yesterday?, and why does a Neteller withdrawal take longer than 1 working day anyway? especially as it is not my 1st withdrawal, not impressed with this at all tbh

 

[Sandman]

CS

I also had David on chat. He reall didnt offer any solutions besides email us and we will investigate.
It really defeats the point of having chat if the person is just a messenger without answers.
He alsotold me i would be sorted by today. No response received and tried to access the casino again and same issue when launching the games.