Betat Poor Customer Service :(

[shadieb]

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....

 

[chuchu59]

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.

 

[rshkrn]

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........

 

[lockinlove]

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.

 

[Igor82]

Hi, sorry to hear about above. Please pm me your username?

 

[dunover]

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 you remembered to change the amount originally but forgot the second time? I have noticed too on bet-at there is always a pre-filled amount in the deposit box, mine is £40 but fortunately I have never made your mistake and always changed it. I must admit I don't like the pre-filling of deposit forms at all, and there are a couple of others who do it too; IMO it should always be blank.


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.

20x D+B is not too bad at all, especially as if you win with the cash balance you can forfeit the deposit and w/d, i.e. the whole balance doesn't become 'bonus funds' as soon as you deposit. Why is £2000 any more unrealistic from a £50 deposit than £800 from a £20 deposit??? It's still 20 x D+B.

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.

'Apparently'? So you never read them BEFORE playing? Learn from that.


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

But you wouldn't have been had you won.

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.*

That I agree, I think no presumptuous fill-ins should be present on any site.

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....

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.

 

[coxwel]

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.

 

[aceking123]

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 .

 

[CM_BETAT]

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

 

[bigjohn]

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....

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."

 

[shadieb]

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.

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.

 

[shadieb]

Igor82 and CM_BETAT

Thank you for responding. I have PM'd you my Betat username as requested.

 

[shadieb]

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.

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.

 

[bigjohn]

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.

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.

 

[extendcradle]

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

 

[shadieb]

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.

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.

 

[dunover]

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.

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.

 

[PaaskeDenmark]

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.

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.

 

[shadieb]

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.

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.

 

[JGslots]

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.

 

[JGslots]

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.

Couldn't you just withdraw the £30 and get then to manually apply the bonus to the £20?

 

[dunover]

Couldn't you just withdraw the £30 and get then to manually apply the bonus to the £20?

No because once deposited the 30 had to be played through 3x.

 

[dunover]

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.

Don't forget mate CS only have limited powers within the terms, which state you must play through any deposit before withdrawing. They can't chuck in freebies or override the terms - I think you should sort this with the rep.

 

[spintee]

I do not think any casino should have a set amout it should be blank, I my self is going to start using betat, slowly closing all my other accounts down, I have come to relise using around 20 diff sites a month at least is just stupid really, In a few months I want to be able to count all casino I stick to on 1 hand,

I agree with what some1 else said surley it wouldnt of hurt to withdrawn 30 and manually applied the bonus?
Just other day on site it took x2 amounts of me and 1 of them was with bonus, The help desk said do not worry we will manually adjust & push the money threw, Loww and behold the money was in my bank the next day, origanal deposit still there with bonus, & I had made a spin b4 I relized

 

[dunover]

I do not think any casino should have a set amout it should be blank, I my self is going to start using betat, slowly closing all my other accounts down, I have come to relise using around 20 diff sites a month at least is just stupid really, In a few months I want to be able to count all casino I stick to on 1 hand,

I agree with what some1 else said surley it wouldnt of hurt to withdrawn 30 and manually applied the bonus?
Just other day on site it took x2 amounts of me and 1 of them was with bonus, The help desk said do not worry we will manually adjust & push the money threw, Loww and behold the money was in my bank the next day, origanal deposit still there with bonus, & I had made a spin b4 I relized

Yeah, and if they let that go what's stopping somebody from depositing 1k, then e-mailing support and claiming they accidentally put an extra 0 on an intended 100 deposit, and asking for 900 back, rinsed nice and clean.....rules are there for a reason.

 

[spintee]

Yeah, and if they let that go what's stopping somebody from depositing 1k, then e-mailing support and claiming they accidentally put an extra 0 on an intended 100 deposit, and asking for 900 back, rinsed nice and clean.....rules are there for a reason.

I agree with the rules, But were not talking big money here, Probs be a diffrent story if hundruds was involed, Thats why theses casinos now days should have a double check button, double make sure of the transaction, That way it will be your own fault and cannot blame any1 else, Same as the max button on machines

 

[brianmon]

Yeah, and if they let that go what's stopping somebody from depositing 1k, then e-mailing support and claiming they accidentally put an extra 0 on an intended 100 deposit, and asking for 900 back, rinsed nice and clean.....rules are there for a reason.

I really can't see any money laundering advantages for anyone doing that, any refund (rather than a withdrawal) would automatically go back to the same source. the trail would be quite obvious on any statements. £1000 to betat - £900 from betat

 

[bigjohn]

I agree with the rules, But were not talking big money here, Probs be a diffrent story if hundruds was involed, Thats why theses casinos now days should have a double check button, double make sure of the transaction, That way it will be your own fault and cannot blame any1 else, Same as the max button on machines

The idea of a double check has been debated over over and again for different circumstances. If a player makes a mistake a second time should there be a triple check? People just have to pay attention, it's your own money, watch it carefully. Personally, I find a double check kind of annoying after a while eg; To delete this file click OK...clicks OK...Are you sure you want to delete this file?

 

[dunover]

I really can't see any money laundering advantages for anyone doing that, any refund (rather than a withdrawal) would automatically go back to the same source. the trail would be quite obvious on any statements. £1000 to betat - £900 from betat

Assuming the withdrawal method was the same, yes. There are also other laundering advantages from doing this. Losing bent money deliberately to accomplices in poker/blackjack and more I won't mention, but the casino is aware of them rest assured.

 

[spintee]

The idea of a double check has been debated over over and again for different circumstances. If a player makes a mistake a second time should there be a triple check? People just have to pay attention, it's your own money, watch it carefully. Personally, I find a double check kind of annoying after a while eg; To delete this file click OK...clicks OK...Are you sure you want to delete this file?

If somebodys stupid enough to not relize after a 2nd check than its there own fault but at least give them a chance, I agree it can be annoying but when you delete and asks but you can disable this, I have been saved many of times buy are you sure, This files to big, I would of been in the dog house if that folder would of been wiped,
Better to be safe than sorry even if it does annoy you a bit, Just like netent games with that bloody thing in left corner poping up every time you play a game saying about speed ect

 

[CM_BETAT]

Shadieb, I'll be private messaging you in a minute.

For the record everyone, CS were only acting within their remit. They can only follow protocol and thats all the agent was doing, as we require that withdrawals from deposited funds must be wagered at least once. We carry the charges for transactions and AML protocol requires this so these terms are by no means irrelevant.

I will speak to the payments team about the preset seeing as it has caused some players frustration. Regarding this event in particular, I once again ask that players check all fields thoroughly when making any form of transaction.

Thanks all,
Karl

 

[spintee]

Shadieb, I'll be private messaging you in a minute.

For the record everyone, CS were only acting within their remit. They can only follow protocol and thats all the agent was doing, as we require that withdrawals from deposited funds must be wagered at least once. We carry the charges for transactions and AML protocol requires this so these terms are by no means irrelevant.

I will speak to the payments team about the preset seeing as it has caused some players frustration. Regarding this event in particular, I once again ask that players check all fields thoroughly when making any form of transaction.

Thanks all,
Karl

If it was me I would of kicked my self in the teeth, and tried to win big
By the way the sites not working ? blank page?

 

[yorgk]

same here, not working

 

[BETAT]

If anyone is sill having problems, send me a pm and I'll be sure to look into it.
Thanks.

 

[spintee]

If anyone is sill having problems, send me a pm and I'll be sure to look into it.
Thanks.

Quick note to say loading up now

 

[sandtag]

I have also noticed the prefilled Amount (mine is 50 and My average deposit is probably 50 anyway). However it's alarming that someone would take so lightly on the deposit process, espec a cm member. A casino deposit is a bank transaction and should be treated as such (misstakes do happen though). I feel like OP shouldve just contacted one of the reps here straight away though.

 

[shadieb]

Thank you every one for your input, both good and bad LOL

This is a public forum where we can post problems, alert other users etc.

My aim here was not to tarnish Betat in any way, it was to post my concerns over what happened. It was regarding the fact it seemed such a simple issue that after contacting the Live chat ended with no resolve. It was also a problem that could have been avoided if the payment page didn't autofill the amount.

I appreciate some users found my thread title inappropriate, others feel I should have checked better when making my deposit. We are only human and these things do happen to the best of us.

I do want to say thank you very much to Karl from Betat who has been on the ball and contacted me via PM.