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Betat Casino - Customer Service

Discussion in 'Online Casinos' started by choody79, Oct 1, 2014.

    Oct 1, 2014
  1. choody79

    choody79 Dormant account

    Occupation:
    EE Network
    Location:
    Greenock
    That's another issue I've had with them over the past week. This time I opted into the 'safari' promotion which offers you £100 bonus if you wager over £5000 within the month. I wagered well over £13000 however I have just been told I'm not eligible as I received freespins for another promo you're automatically opted into.

    I'm pretty new to Betat and had no idea playing these freespins would mean losing out on this as I'm a fairly high roller. When I spoke with live chat I was as good as told tough cookie.

    I understand every bonus has T & C's but this is just getting silly. I'm almost at the point of simply giving up with these companies because they don't look at the bigger picture. If I receive bad customer service I simply close my account and move on. I joined up with them as I heard good things but it's daft moments like this I hate.

    I no longer have the energy to explain myself over and over again to customer service. I really enjoy the playing experience on Betat however customer service still leaves a lot to be desired.
     
  2. Oct 1, 2014
  3. BETAT

    BETAT Online Gaming Affiliate Manager

    Occupation:
    Casino Rep
    Location:
    counting down until spring
    Hi choody,
    If you can send me a pm with a bit more detail I'll look into this for you.
     
  4. Oct 1, 2014
  5. choody79

    choody79 Dormant account

    Occupation:
    EE Network
    Location:
    Greenock
    Sent - Thanks
     
  6. Oct 1, 2014
  7. BETAT

    BETAT Online Gaming Affiliate Manager

    Occupation:
    Casino Rep
    Location:
    counting down until spring
    Hi choody, pm received, just looking into this for you.
    Thanks
     
  8. Oct 1, 2014
  9. aceking123

    aceking123 Ueber Meister CAG PABnononaccred MM

    Occupation:
    chippy
    Location:
    uk
    hi bet at derail just had a play over your place & to be honest it was very very painful indeed in regards to lag , i tried a few slots but in the end i jacked the bet upto £2 & £3 quid to get out of there are you getting any server problems of what your aware of ?
     
  10. Oct 1, 2014
  11. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants

    I no exactly where you coming from there (other sites), & with the play the 5k for bonus & do not receive due to receiving free spins than I agree this is total wrong, Can you confirm this Beatat
     
  12. Oct 1, 2014
  13. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    That is unlucky and so annoying, I have been lucky across sites the last few days, Been like a breath of fresh air, No errors or lags, had 1 error but was some software I do not no,
     
  14. Oct 2, 2014
  15. BETAT

    BETAT Online Gaming Affiliate Manager

    Occupation:
    Casino Rep
    Location:
    counting down until spring
    I haven't heard of any other instances on this today, email or otherwise. Might be a one-off.

    @spintee, no word yet. It's a bit of a madhouse end/first of month. Will still follow-up. :thumbsup:
     
    2 people like this.
  16. Oct 2, 2014
  17. CM_BETAT

    CM_BETAT I-Gaming Industry Representative

    Occupation:
    Head of Casino
    Location:
    Malta
    Hi choody79,

    I've just reviewed the above this morning as i was out of office yesterday, so apologies for the delay.

    Whilst going through the promotional logs on your account I cannot find any registered opt-on to the promo 'Wager Safari' that has been made prior to the 29th September. Whilst reviewing your chats, you stated that you clicked the opt in button and were redirected to the homepage and being a new player, assumed you were then opted in to the promotion. Unfortunately this was not the case and I will look into the reason for this in order to fix the issue should it be something on our side, however we have not received any other mention of it from other players. Considering that you have wagered well above the promotional requirement, I would be more than happy to reward you the prize myself. Of course considering their remit, CS staff are restricted in their options on how to act on a situation, however now that this has been escalated to me I'm happy to give it the go-ahead.

    Quick recap on our promotions - When a promotion is opted into, it will be listed in the promotional panel on the right, as well as listed in the 'My Bonuses & Promotions' tab for easy reference. I'd also like to point out that this issue has nothing to do with the fact that you have received any free spins, freebies or other bonuses with us. In no instance would a wagering promotion be forfeited by the system or staff because you received a separate bonus. Our rewards are exclusive to eachother, so when freebie bonuses are received, the promotional wagering will continue to operate as previously, except that any wagering using bonus funds will not count toward the wagering requirement. This is done in real time, so you will notice the promotion's wagering freeze if there are no real funds in the account and the wagering is made exclusively from bonus funds. I apologise if you were told otherwise, as it is not the case and I will have a word with my staff - claiming/receiving bonuses will not cause any wagering promotion to be forfeited.

    I've placed the Wager Safari in your account for you to enjoy. If you need anything, please do not hesitate to contact me directly through CM PM and ill do my best to assist in anyway I can. :thumbsup:

    Thanks,
    Karl
     
    2 people like this.
  18. Oct 2, 2014
  19. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Great stuff, To the OP, Any bonus you do take such as the ones mentioned should always show on the right hand side when playing games, Aslo what I have noticed if there is a few promos going on and you opt in than you can only chose one of them at a time to count towards (correct me if wrong there Karl), I found this out when had two promos going on so always make sure you tick the promo you want at the time if you opted in to more than one,

    For instance when they had the cash back offer on the JP slot I noticed this, Also I am a small roller and allow I do not deposit much on the site I would probably nether be able to hit the 5k mark so again theses promos are for abit bigger players than my self, Again if there was something realistic that I thought I would have a chance of getting threw than no bet you would get a few bits of silver of me betat :)



     
  20. Oct 2, 2014
  21. CM_BETAT

    CM_BETAT I-Gaming Industry Representative

    Occupation:
    Head of Casino
    Location:
    Malta
    Thats correct Spintee.. If you have multiple promotions then you will tick the one you want to contribute toward and the same goes for bonuses. If you have two promotions and two bonuses running, you will select 1 promotion and 1 bonus to wager toward. You can switch between promotions and bonuses in real time by ticking the selector box in the B&P panel.
     
    1 person likes this.

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