BetAt Casino Experience! Poor!

[dunover]

Is it posible the player could of went down to 0p? Than the bonus bar auto went to 800? than won of last spin and gabled another £14 odd? but does seem how its the exact amount exept the 6 is changed to 8 (total bet by betat £614.24 screen shot £814.24)


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It is actually a 6, as if you look at the '8' in the '800' (which we know IS an 8) the pixellation is different when you zoom in. It seems to be a simple (but annoying) font issue. If you zoom in on the '6' you can see a blank pixel on the upper circle on the right, which suggests a gap so not a complete circle as you would find on the 8.

 

[Azzurri]

It is actually a 6, as if you look at the '8' in the '800' (which we know IS an 8) the pixellation is different when you zoom in. It seems to be a simple (but annoying) font issue. If you zoom in on the '6' you can see a blank pixel on the upper circle on the right, which suggests a gap so not a complete circle as you would find on the 8.

Aha, I'd probably agree with that dunover. In saying that, I understand Shane's confusion, as they look almost identical.

Did Shane mention why the screenshot was so unclear? I don't believe it's been purposely tampered with, but I've also never seen a screenshot come out in that clarity. Curious.

 

[shanetospin]

You didn't only want to be kept in the loop Shane, you wanted a guarantee that it will never happen again as you voiced on numerous occasions to both me and my staff. In the loop - you were kept, on almost daily basis, up until Wednesday. A guarantee on the other hand, isn't something I'll issue lightly until I know everything there is to know about the case. Finally, you didn't want to wait a week for us to do our job so you blasted us on the forums.

Exactly! As a new player and one that contemplated for a long time to try your casino the last thing I expected was this to have happened! I would totally agree I wanted to know that it would not happen again. Obviously there was no way I was going to risk depositing until I knew the problem or whatever you call it was fixed or confirmed as not a problem. As you have now cleared up Igor, and as your staff already had previously, that it had not affected my wagering on this day! That I have no problem with as can be seen by my replies to Daniel!

How am I supposed to know that the issue was a problem or not? I just wanted it looked into and sorted so I could play at your casino! I was not kept in the loop on a daily basis at all! I am the one that initiated contact every single time! Everytime I was told contact would be made it never was!

Of course I was prepared to wait, but not when I was already feeling like I had been given the run around! For the record I tried closing my account a few days previous and I would have wrote a review then afterwards, however I was persuaded not too by Daniel saying he would speak to IT to chase it up! I never heard anything after that! I believe two days later after not hearing anything I then came back to your CS and requested my account be closed and was told I had to do this myself using the responsible betting part of my account, of which I refused! as stated in this thread. That said funny how the information I wanted to know came as soon as I put this post!

Fine, it's your prerogative to do so, it mine to defend it and voice what I felt was factually misrepresented.

We on one hand learned how to improve the validation process and fixed the UI, you on the other hand had a "piss poor customer experience" which once happened, we could do nothing but reward you for, which was done.

It is also mine prerogative to defend myself, especially when a large business like yours is launching a full blown attack on me saying all sorts - of which tbh annoyed me to hell! Never have I accused your casino of being fraud, all I stated is your casino had piss poor customer service- by my definition I meant it in terms of being told one thing and CS doing another.

In the meantime, while writing above MG confirmed the spins - and i can say irrefutably that our data is 100% correct - so my guarantee is this:

1. Your wagering was 614.24 with 100% accuracy. Not 814 as your screenshot claims.
2. You only arrived at 77% of your bonus wagering. That is correct in your screenshot.
3. There is no scenario that exists in this reality where a system would show you 814.24 wagered but also calculate 77% correctly, as it uses the wagered figure to calculate the percentage. Percentage depends on it.
4. Mathematically, what you claim is impossible to have occurred, which leaves the option of you mistaking the font perhaps.

I can 100% guarantee that this (mistaking the font) will never occur again, now that we fixed the font size and I can also 100% guarantee that system flaw didn't happen to begin with.

This I am happy for you that it was, according to you correct! I Never doubted it would not be correct! I wanted assurances that it would be checked, and assurances made that if I was to deposit then it would not affect my wagering if bonuses where taken! I was not to know that the wagering was correct from what I could see on my screen, as can be said for your support who also thought the same!

I do apologise that we took a week to get all of our data in line, unfortunately that is the time this case has taken to facilitate, and i wish i could explain this to you in a more amicable environment and offer compensation and invitation to try again. But alas.

Apology accepted! I also apologies if you feel my post was an attack against your casino, it was not, and was not intended to be! It mealy was highlighting my experience! As I had done in this post from the start, I would have always updated it with relevant information as it came in! As I did when I put the update on the OP!

 

[dunover]

Aha, I'd probably agree with that dunover. In saying that, I understand Shane's confusion, as they look almost identical.

Did Shane mention why the screenshot was so unclear? I don't believe it's been purposely tampered with, but I've also never seen a screenshot come out in that clarity. Curious.

It's all down to pixellation/definition. The screenshot itself isn't actually unclear, it's just that in order to zoom-in in this case on such a small area of it, you end up getting down to the basic square pixels which is where the clarity ends unless you have a very HD setting for snip/screenie facility on your PC which very few do. A simple affair in the end but I can see why both sides were getting heated as they both genuinely believed their version to be correct and to avoid any accusations Bet-at had to make the fairly exhaustive effort to rule out any gaming report or bonus bar error.

 

[shanetospin]

Aha, I'd probably agree with that dunover. In saying that, I understand Shane's confusion, as they look almost identical.

Did Shane mention why the screenshot was so unclear? I don't believe it's been purposely tampered with, but I've also never seen a screenshot come out in that clarity. Curious.

Is this the screen shot from my original post? or the one Igor has put up? My OP picture had to be shrunk to post it! Igor has posted the original. Tell me one photo that would not look distorted when you zoom in like x100 LOL

 

[shanetospin]

It's further attempts to discredit us unfortunately. As we looked at the case, a connection with IP link came to light with another account that has been posting on this thread. When my team informed me that TWO posters are IP connected, i wanted to check why that is. Multiple accounts per household are against T&C's so instead of blocking the accounts and adding fuel to the fire, I messaged to user here to ask if there is a connection.

The original request:



The user replied with stating they are family members, that he thought this will appear now and if that is a problem and also said to check with 32Red if need be, to which i replied verbatim,



That was the end of. After that message the user posted here and also noted their connection publicly. I did want to ensure they were 2 different people however and not the same person since the IP is the same.

Yes it was for an IP check- although you can imagine what was going through my mind after being accused of all sorts by Igor! I just assumed he was trying any way whatsoever to find anything to discredit me! That said this was totally innocent!

 

[shanetospin]

It's all down to pixellation/definition. The screenshot itself isn't actually unclear, it's just that in order to zoom-in in this case on such a small area of it, you end up getting down to the basic square pixels which is where the clarity ends unless you have a very HD setting for snip/screenie facility on your PC which very few do. A simple affair in the end but I can see why both sides were getting heated as they both genuinely believed their version to be correct and to avoid any accusations Bet-at had to make the fairly exhaustive effort to rule out any gaming report or bonus bar error.

Agreed! Both of us could have handled the situation better, although I would never have backed down after being accused of fraud! I hate frauds, liers! I think personally we should draw a line under the subject, both accept we could have dealt with it better than we have and earn from this!

 

[Azzurri]

It's all down to pixellation/definition. The screenshot itself isn't actually unclear, it's just that in order to zoom-in in this case on such a small area of it, you end up getting down to the basic square pixels which is where the clarity ends unless you have a very HD setting for snip/screenie facility on your PC which very few do. A simple affair in the end but I can see why both sides were getting heated as they both genuinely believed their version to be correct and to avoid any accusations Bet-at had to make the fairly exhaustive effort to rule out any gaming report or bonus bar error.

Yep, I think this sums it up perfectly.

It's hard for there to be a right or wrong story in these cases, and unfortunately, when both sides have a strong belief, frustrations can run high.

No winners or losers in this case, although I don't think Shane would be a bad customer to have, so maybe betat lose more, lol.

If I owned a casino I'd probably be sending Shane a pm invite, lol.

 

[Janek12]

I think the OP really overreacted in this case. My points:
Playing at online casinos is supposed to be entertainment, fun. So what if they do not reply within 24 hours (the next day) but they replied later? Yes, the casino is a business and should be run properly but nobody is perfect and no organisation can be perfect at every moment and every second - and in hindsight, it is easy to nitpick but I think Bet-at handled this properly, way, way above the industry standard. Name me ONE casino that would make such effort as Bet-at did to investigate this matter and be so responsive and open about it. What counts to me as the most important thing is the INTENTIONS of the casino - and from what I have seen since Bet-at was accredited, I think the intentions of Bet-at are always GOOD.

Two years ago, I battled BWIN for ONE MONTH to make them admit a serious technical error in their software (online roulette) which cost ALL players money!!! And after they admitted the error, they did not even take the game down before fixing it, which took something like one week IIRC! So all that time players were playing a heavily faulty game! They did reward me with 1,000 EUR for my efforts afterwards (it took me weeks of e-mails and Skype calls with different people from customer support to get through to them).

In comparison with that, the incident at Bet-at was a completely harmless one. The player even earned some extra money - just for being unsatisfied from his subjective point of view...

So my main point is that this incident has again shown to me that Bet-at will never intentionally screw a player, will always go out of their way to make a player happy - and in combination with the fact that they will never confiscate winnings for vague or illegitimate reasons and will pay with lightning-fast speed - with all this adding up to a total trustworthiness, I say: What more can one want from an online casino?

 

[dunover]

Yes, Bet-at did a very thorough job in proving it was the font. These investigations take a while and your run-of-the-mill CS support agent will have little knowledge of the timescale and mechanics of such an investigation therefore could not be expected to brief Shane too accurately, even though Igor did latterly when the matter rose above CS support.

It's unfortunate that one the 3 possibilities Igor listed was a tampered screenshot so had to be mentioned. Now to Shane this is a very emotive possibility especially when he knew he hadn't touched it and believed what he was saying 100%. So this sent the thread off at a tangent. I suppose it's the same offence I'd take if the Police asked me certain questions in a sensitive incident - I'd be a bit put out but they'd simply say "we've got to ask and got to check..."

 

[shanetospin]

If I owned a casino I'd probably be sending Shane a pm invite, lol.

Quick get your own casino

 

[shanetospin]

Just to note also, because I won't be replying on this thread any-more!

If I could edit my OP and change the two weeks to 7 days as it was correctly that, 7 days not two weeks I would!!

I would also clarify and change this part were I mentioned about Rogue casino's!

Yes people on here have had positive experiences with BetAt but I'm sure that for every casino on the Rogue list there will be someone somewhere who will have had a positive experience! I for one will stick to the same casinos from now on!!

I could have worded this better in a way that did not sound like I was comparing Betat to an uncredited casino- if I thought it should have been in the uncreditited section 1) I would not have played there and 2) I would not have gave them my details etc. This was not my meaning behind it, there was always going to be people who jumped to the defence of Betat because they have had a positive experience however it does not mean that everyone's will have that same experience!

I was comparing it to rogue casinos in that I bet they all have that one customer who has had a positive experience and would jump to their defence, that is until something goes wrong!

Other than that, peace out!