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Bitch and Moan BetAt permanently closed my account...

Discussion in 'Casino Complaints - Non-Bonus Issues' started by GregariousG, Apr 24, 2014.

    Apr 24, 2014
  1. GregariousG

    GregariousG Dormant account

    Occupation:
    Gaming Industry
    Location:
    UK
    Hello Mesiters & Meisterettes!

    I'm a high roller and when I get bored of Playtech Casinos and their platform wide copy and paste responses, I often come to Casinomeister to check out the new and accredited Casino's on the block. I take your recommendations with a grain of salt but generally dive into the depend.

    I recently joined BetAt, deposited £2,784.00 over a period of a few days and received £450 which, to be honest, was like trying to get blood from a stone. I'm a blackjack player and although it was entertaining, luck certainly wasn't on my side. I expressed this to a customer service agent and without bonus begging or making outlandish comments I asked to have my account closed due to bad luck.

    I then went on to receive an email saying that unless I informed them of the type of closure I wanted, they would permanently close my account and so I said that I certainly didn't want that to happen and a few emails later they informed me my account was closed permanently. I know they can do this but when I asked why this was the case, I wasn't even given the polite respect of a reason as to why such action was taken.

    I was nothing but polite to everyone at BetAt (as I always am when it comes to any form of customer support) and expressed no indication of gaming issues and bonus abuse on Blackjack is impossible to say the least.

    I really hate my first post being a 'Bitch and Moan' but I was just shocked at such action being taken on my account and wanted to express my sincere disappointment and what I thought was the start of good relationship after I got over my initial burns.

    Irregardless of this I do want to thank you all for providing a source where people like myself can come and find trustworthy information on where to play and where to avoid.

    Kudos to you all!
     
  2. Apr 24, 2014
  3. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    1 person likes this.
  4. Apr 24, 2014
  5. GregariousG

    GregariousG Dormant account

    Occupation:
    Gaming Industry
    Location:
    UK
    As a seasoned gamer, I know this to generally be the case. After confirming I didn't want my account closed and questioning as to why they were being so demanding in an answer I replied 'Don't close it' and received this response:

     
  6. Apr 24, 2014
  7. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    I'd say it was a responsible gaming decision. Bet-at are not greed-and-suck merchants like some sites. You've made big deposits in a short period, and your contact with them immediately after losing was negative, and many gamblers don't like to admit they are hurting from a loss and dress it up as something else. I'd say they have acted in your interests after reviewing your play and subsequent correspondence. As they have a right to do.

    I had an account there and I set deposit limits first IIRC. Like you I had a bad run as soon as I joined (nothing like yours I remember roughly £2-300-ish and closed my account not for problem gaming issues but in a pique of frustration. A mistake I've made a few times before, closing accounts at good sites then wishing I hadn't. To this day it remains closed, and I can't even remember how I did it, asked CS to do a 'permanent' or used the take-a-break facility on my account. Anyway, they are quite strict on this and fall on the side of player protection if in any doubt.
     
    9 people like this.
  8. Apr 24, 2014
  9. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    1 person likes this.
  10. Apr 24, 2014
  11. GregariousG

    GregariousG Dormant account

    Occupation:
    Gaming Industry
    Location:
    UK
    Thanks for the responses guys. I work in this industry and I'm fully GamCare trained. I have to say, I take their action toward me extremely offensively but I've never been rude nor standoffish to them regarding it.

    My reply to their permanent closure notification was:

    The bonus comment was as I'd previously spoken to an agent about the Welcome Bonus which I didn't claim initially. I've contacted them via email asking why this action was taken and they didn't have the decency to even send a reply. I've never, ever been handled like this by any of the many casinos I play at.
     
  12. Apr 24, 2014
  13. aceking123

    aceking123 Ueber Meister CAG PABnononaccred MM

    Occupation:
    chippy
    Location:
    uk
    hi to be honest there pretty good outfit im sure igor will review this , ive had the same problem in the early stages of my account i did request a closure to much to my horror i got the same sort of e mail , stating that it had been closed upon request , this was purely my own fault as they did e mail with a request for length of time & why , i did not respond hence to them getting hassle

    long story anyway i did contact them & they did sort out everything for me after & got my account reopened igor & the team were great

    bonus couldnt realy tell you about , but if i ever ask for some free chips ,i can state 100% theyve always given one
    so maybe theres a mix up , give them time & contact rep as others have pointed out .
     
    Last edited: Apr 24, 2014
  14. Apr 24, 2014
  15. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    I think if you didn't request a specific period of time to close your account (i.e. take a break), then what you want is your account closed. They said your account was permanently closed, not that you were permanently excluded.

    Are you certain that this means you cannot request it re-opened? Most casinos do have a minimum period before they will consider reopening an account. Some will even even say if you ever want to re-open your account, please ask when they send the confirmation email. Some don't send you any reply at all, just close your account.

    As suggested, please contact one of the reps for Bet-at. I am sure no offense was meant, and it probably an issue with the wording used, permanent as opposed to temporary.
     
    1 person likes this.
  16. Apr 24, 2014
  17. GregariousG

    GregariousG Dormant account

    Occupation:
    Gaming Industry
    Location:
    UK
    Hey Jasmine, thanks for your comment.

    When they informed me they would have to permanently close my account if I didn't specify a time that it would be permanently closed, I emailed them back within minutes saying don't close the account then. Immediately following this they said that it was permanently closed as per the email pasted above.
     
  18. Apr 24, 2014
  19. BETAT

    BETAT Online Gaming Affiliate Manager

    Occupation:
    Casino Rep
    Location:
    counting down until spring
    Looking into this now :thumbsup:
     
  20. Apr 24, 2014
  21. GregariousG

    GregariousG Dormant account

    Occupation:
    Gaming Industry
    Location:
    UK
    Thanks. If it's easier for me to log onto live chat to discuss this then I'm happy to do so, what ever is easiest and most efficient.
     
    1 person likes this.
  22. Apr 24, 2014
  23. BETAT

    BETAT Online Gaming Affiliate Manager

    Occupation:
    Casino Rep
    Location:
    counting down until spring
    Frankly, it's best to pull up live chat first in these situations, and follow their advice from there, be it sending an email or elevating the issue to another party. I'm always around, but sometimes posts slip by, so when you do post, be sure to pm me or flag me to your concerns so they don't go unnoticed.
    Support is online now and always happy to help out.

    If you don't receive the answers you're looking for, by all means, send me a message.
     
  24. Apr 24, 2014
  25. GregariousG

    GregariousG Dormant account

    Occupation:
    Gaming Industry
    Location:
    UK
    To be honest I didn't see the point, I sent an email straight after I was abruptly informed of the closure and it was ignored - No response was sent. The fact that it took a post here to have the issue acknowledged is bad enough.
     
  26. Apr 24, 2014
  27. BETAT

    BETAT Online Gaming Affiliate Manager

    Occupation:
    Casino Rep
    Location:
    counting down until spring
    Not receiving an immediate response doesn't mean your email was ignored. Support deals with literally hundreds of calls and emails. Some issues have to go higher up the ladder as well.
    Which is why we have live support - so you can get quicker, more immediate responses, whether theyre to hang tight while we're gathering information on your account or pull up your file then and there.

    Also, you posted here, so I'm assuming you wanted a response. In turn, I'm trying to aid you as best I can.
     
  28. Apr 24, 2014
  29. GregariousG

    GregariousG Dormant account

    Occupation:
    Gaming Industry
    Location:
    UK
    I really don't think the perceived attitude in your previous comment was conducive to any sort of resolution. The last email I sent was at 12:20 UK time on the 12th of April and no response was received despite the email being a direct question so please don't try to make this seem as if by posting here or expecting a response by now that I was being in anyway unreasonable.

    While I appreciate that support deal with a lot of contact, the average response time to every single other email was always within an hour.
     
  30. Apr 24, 2014
  31. BETAT

    BETAT Online Gaming Affiliate Manager

    Occupation:
    Casino Rep
    Location:
    counting down until spring
    If you feel there's an attitude I apologize. I'm simply saying, I'm here now. Support is online now. I encourage you to open it and receive the immediate response you're looking for, and in turn, if you don't receive the response you're looking for, I'm still here to elevate your issue.

    I only just received notice of your issue these past few moments. You're welcome at any time to pm. That's why I'm here.
     
  32. Apr 24, 2014
  33. Igor82

    Igor82 Senior Member

    Location:
    Malta
    May I have your username on our site please? I would sincerely like to look into your case.

    Thank you


     
  34. Apr 24, 2014
  35. GregariousG

    GregariousG Dormant account

    Occupation:
    Gaming Industry
    Location:
    UK
    Igor, thank you. I've sent you a PM with my email address and the case ID.
     
  36. Apr 25, 2014
  37. Igor82

    Igor82 Senior Member

    Location:
    Malta
    Hi All

    All,

    I will be bringing this thread to Bryan's attention. This is an employee of a highly acclaimed casino competitor on here. I already knew this from the original post but needed confirmation of his username.

    The OP came many times on our support chat in first few days, and tried very hard to entice a response from my staff. On many occasion the Support responses seemed mis-read and twisted almost on purpose - very similar to posts 15 and 16 on this very thread. The customer seemed as if he had a bone to pick. We looked into his behaviour with a raised eyebrow at which point we did a background check and we realised he worked for a competitor.

    At this point I suspected dirty tactics were at play to entice an impatient or rude response, and have a subject matter to complain about; and as such I used our right to close a clients account (no money is of course in dispute) and did so. It is important to note that this came as a response to the customer requesting permanent closure and as such we were obliged to do so. We chose, as was our right to not reopen the account however.

    Unfortunately, the OP felt he should post with little he has and try to put a dent on our reputation. I see this post about having an account closed, in conjunction with the nature of his communication with us, something with a possible agenda.

    I will be involving Bryan into this thread, as the OP should have most definitely stated that he works for competition before creating an alternate account. If he did it on his own accord, he should be reprimanded at work - I'd personally fire you sir, on the spot - if this is done as par of company strategy, then their accreditation and acclaim need a serious re-think.

    Shameful and shocking tactics, IMO.

    Igor
     
    Last edited: Apr 25, 2014
    26 people like this.
  38. Apr 25, 2014
  39. Igor82

    Igor82 Senior Member

    Location:
    Malta
    Data Protection

    I was made aware the OP is concerned about his data protection. Rightfully so, we will not disclose any information to any third party, however OP - if you have opened multiple accounts with purpose to state this claim Bryan will find out. This kind of behaviour is nothing to consider lightly - this forum is based on fairness and honesty, amongst igaming reps most of all.
     
    Last edited: Apr 25, 2014
    3 people like this.

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