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Betat Poor Customer Service :(

Discussion in 'Online Casinos' started by shadieb, Jul 13, 2014.

    Jul 13, 2014
  1. shadieb

    shadieb Full Member

    Occupation:
    Graphic designer / Sign maker
    Location:
    UK
    Yesterday evening I fancied a few spins so I checked out a few casinos looking for a double up bonus. I checks in on Betat and they have a Netent 100% bonus +50 free spins offer on. I usually only play for a bit of fun, and winning is a bonus so I decided to stick £20 on and have £40 to play with. Wagering requirements were quite poor at 20x deposit+bonus but it was supposed to be a bit of fun. Anyhow while making the deposit I had an issue and had to reload the page, and I forgot to set it back to £20 and the default is £50.

    So there I am stuck with £100 balance and an unrealistic £2000 play through :( So I contacts their live chat. I figured it was a simple mistake I should be able to withdraw it and then redeposit. I had a similar issue a while back with William Hill and it was as simple that.

    Not that simple with Betat :( Their customer service guy informs me I am supposed to play through any deposit at least 3 times before withdrawal, but because it hadn't happened before, I would have to play it through at least once (apparently doing me a favour?). I expressed my concerns with the agent as it was a simple mistake but he was adamant. Apparently its buried away in the T&C's somewhere.

    As expected, I attempted to play the £50 deposit through once and typically ended up losing £31 of it :( Since then I have tried to beat the unrealistic PT and have given up with a £15 balance left and £770 remaining to wager. obviously thats not going to happen.

    So I am one unhappy chappy :(

    I could understand it being an issue if I had started to play the money and then changed my mind, but I didn't I contacted their CS immediately.

    Also, why set the default deposit amount to £50? We aren't all rich, £20 is usually a comfortable amount I can afford to lose but £50 is pushing it.*

    On a slightly different note while I am in rant mode. Betat please don't send me text messages saying "Hey Paul. Over 150 new Netent games at Betat! You have 50 free spins waiting for you! Play them now: betatcasino.com/50free" copied verbatim from my phone.
    They weren't free and I couldn't play them now as per the message, not without depositing first. Very misleading....
     
  2. Jul 13, 2014
  3. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    I sometimes deposited more than what I intended and usually play through it once or twice before withdrawing as there are processing costs involved on the casino's side and then there is also the possibility of money laundering.

    Betat is not unreasonable IMHO as the mistake was purely yours. Requesting a playthrough of once your deposit only is quite reasonable of them. Its your own tough luck that you should lose $31 out of your own $50.

    I had made several deposits over the weekend at Betat and noticed the default deposit size is set at $40 but each time I took care to adjust it to $20. Granted the default amount was $20 before this is a slight hassle but that is something I can live with.


    Meanwhile, wagering requirements of 20x(deposit and bonus) is quite commonplace and in my opinion quite generous considering that the bonus is cashable.
     
    3 people like this.
  4. Jul 13, 2014
  5. rshkrn

    rshkrn Senior Member

    Occupation:
    unemployed
    Location:
    Asia
    If you did not bother to check and verify the amount before depositing, you can't really berate Betat CS for your own fault.

    The site was extremely slow (yesterday......very annoyingly) but before you processed the amount your surely had a chance to change it. I too changed the amount from 50 to 40 before depositing.

    Can't really complain about something over which you have absolute control........
     
  6. Jul 13, 2014
  7. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    Meh accidents happen. BetAt could have helped you out with this as it was a simple mistake and you didnt even play at all.

    Instead of talking with the chat rep you should have contacted one of the reps here. They are pretty great dudes.
     
  8. Jul 13, 2014
  9. Igor82

    Igor82 Senior Member

    Location:
    Malta
    Hi, sorry to hear about above. Please pm me your username?
     
  10. Jul 13, 2014
  11. 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
    You can go into your account and change your settings for the SMS messages. Simply opt out of them.
    As for the free spins, CHECK THE TERMS - they are credited by 11AM the next day after depositing the first time. You'll get them shortly.
     
    1 person likes this.
  12. Jul 13, 2014
  13. coxwel

    coxwel Senior Member PABnononaccred MM

    Occupation:
    student
    Location:
    germany
    Concerning the bonuses at betat, i dont find the wagering too high. Considering that early cashout is allowed (you can always withdraw if you havent dipped in the bonusfunds) it´s one of the fairest bonus-structures in my opinion. Very less casinos offer early cashout, and at betat i had 2 good cashouts which would have most likely been played back (due to wr) if they wouldnt have this rule. Given that, the slightly higher wr is perfectly fine for me, as i can still play with my cash and withdraw after a big win even if i took a bonus.
     
    1 person likes this.
  14. Jul 13, 2014
  15. aceking123

    aceking123 Ueber Meister CAG PABnononaccred MM

    Occupation:
    chippy
    Location:
    uk
    ive tried netent there twice so far only played gonzos dropped a couple of hundred quickly yet to see a 10X bet , seems it runs smooth though , customer support is very good , it always has been , maybe it was a cranky night .
     
  16. Jul 13, 2014
  17. CM_BETAT

    CM_BETAT I-Gaming Industry Representative

    Occupation:
    Head of Casino
    Location:
    Malta
    Hi Shadieb,

    If you'd like to PM me your username I can have a look into your account for you.

    I'd also like to clarify a couple of points, some which have been touched upon above.

    The 20 BxD WR is pretty standard in the industry, but unlike most out there we do not tie in deposits forcing you to wager it through with the bonus requirement. If you hit with your real money, that money is yours and you can withdraw it when you like. We feel its a much fairer system than dropping the wagering requirement ever so slightly but converting real winnings to bonus funds.

    With regard to the 1x requirement on deposits, the reasoning is two fold - charges and anti-moneylaundering. I understand your frustrations in having deposited slightly more than you had hoped to, but I cant stress enough how important it is to check such things before seeing through the whole process. That said, I will take steps to make sure it is presented in a clearer way to prevent such episodes from reoccurring.

    Kind Regards,
    Karl
     
  18. Jul 13, 2014
  19. bigjohn

    bigjohn Meister Member MM PABnoaccred

    Occupation:
    Swimming Pool Serviceman
    Location:
    Northeast Coastal USA
    Unfortunately I cannot play at Betat but from what I have read on this forum Betat seems to be more than willing to settle issues with their players in a fair manner but they are not going to hold your hand throughout the deposit process.

    You made a mistake. They kept their end of the bargain and awarded the bonus and once you deposited the extra spins are free as per the T&C's for this bonus. After you play them they probably wont send that text message anymore.

    IMO, your rant should be titled, "I made a mistake and I'm going to try to blame Betat."
     
  20. Jul 13, 2014
  21. shadieb

    shadieb Full Member

    Occupation:
    Graphic designer / Sign maker
    Location:
    UK
    Thank you :)

    It seems most people are quick to shoot me down in flames for bringing to light my issue.

    I understand the implications of money laundering etc. and I should have double checked when i had to reload the payment page, but it was a simple mistake that I feel could have been handled better.
     
  22. Jul 13, 2014
  23. shadieb

    shadieb Full Member

    Occupation:
    Graphic designer / Sign maker
    Location:
    UK
    Igor82 and CM_BETAT

    Thank you for responding. I have PM'd you my Betat username as requested.
     
  24. Jul 13, 2014
  25. shadieb

    shadieb Full Member

    Occupation:
    Graphic designer / Sign maker
    Location:
    UK
    Hi,
    I haven't made enough posts to add thanks to your post, but thank you for your comments they are very helpful :)

    I agree that setting default amounts in the payment box is presumptuous and if it had been left blank the problem would never have happened.
     
    1 person likes this.
  26. Jul 13, 2014
  27. bigjohn

    bigjohn Meister Member MM PABnoaccred

    Occupation:
    Swimming Pool Serviceman
    Location:
    Northeast Coastal USA
    I think many people are willing to shoot you down for trying to drag Betat's name through the mud for a problem they didn't cause. Maybe be more careful with how you title your posts and you will get a better response.
     
    1 person likes this.
  28. Jul 13, 2014
  29. extendcradle

    extendcradle Newbie member

    Occupation:
    IT Officer
    Location:
    Philippines
    Reps very good

    And I would like to commend Daniel, one of their customer representative for a very good and superb support! Thank you sir.

    -Dexter
     
    1 person likes this.
  30. Jul 13, 2014
  31. shadieb

    shadieb Full Member

    Occupation:
    Graphic designer / Sign maker
    Location:
    UK
    Well that all depends on how you look at it.

    I contacted Betat Live Chat to resolve an issue with a deposit I made. I agree I should have checked after the page crashed and reloaded but I saw the card number, expiry date etc. was still there, I just didn't notice the payment amount had defaulted to £50. It was a simple mistake that if Betat's site didn't have autofilling of the deposit amount and it was left blank, the payment would have then been rejected, voiding this issue ever arising.

    I see nothing wrong with the thread title. I am entitled to my opinion, and in my opinion their customer support wasn't very helpful on this occasion hence the thread title.

    Why am I trying to drag Betats name through the mud? I simply posted an account of what happened as it happened. I stated facts and I have kept a copy of the live chat transcript, which verifies what i posted.
     
  32. Jul 13, 2014
  33. 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
    It's no so much 'poor' customer service but more a case of not getting a favourable response, the CS can only act within their remit.
    Perhaps the thread should be titled 'bet-at pre-filled deposit form issue'.
    Like I said I noticed this too on my bet-at a/c and although I've never had a problem I can see with a reload page how it could cause issues if you were in a hurry to deposit. In principle I don't believe ANY site should have a presumptuous deposit form.
     
    3 people like this.
  34. Jul 13, 2014
  35. PaaskeDenmark

    PaaskeDenmark Always think positive CAG PABnoaccred webmeister

    Occupation:
    Clerk with shipping discounts worldwide
    Location:
    UnKnown
    Why is it poor customer service because of an error which happened. What did you want to get out of this? They can not just refund you the £50 because money laundering Law.

    I am sure if you had waited with playing at all and contact BetAt Rep here then they would had found a good solution for this without you occurring any loss.

    The thing with putting BetAt name through mudd. Is because the TITLE is what we see and is what comes up in google searches. So first though would be hmm BetAt has problems with their support which is not fair in this instance.
     
    2 people like this.
  36. Jul 13, 2014
  37. shadieb

    shadieb Full Member

    Occupation:
    Graphic designer / Sign maker
    Location:
    UK
    That kind of defeats the object of having live chat customer service agents doesn't it? All I wanted was to withdraw and redeposit I still can't see the problem with that. It was £50 not £50K hardly money laundering.
     
  38. Jul 13, 2014
  39. JGslots

    JGslots Meister Member PABinit webmeister

    Location:
    Wirral, UK
    I had a similar experience with Jackpot City. I put £100 in for a 100% bonus but it had expired at 7pm and not midnight (yeah as if lol). They advised me that I was free to just withdraw the cash, which I did.

    What does it say in the terms and conditions? If it was a genuine mistake then why punish the player? Nobody wins. The player gets annoyed and then will think twice about depositing again.
     

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