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Safe guarding winnings

E

Esso22

Dormant Account
Joined
Aug 17, 2017
Location
United Kingdom
After winning a considerable amount on at BetatCasino I was twice told that my winnings had been safeguarding by restricting my play until the verification had been done. I had an email today saying I had free spins so I played them and then it continues to let me play....needless to say I lost the lot having left it sat there since Friday. The guy in chat confirmed the suspension had been done at their end and didn't know why the system let me played. Do I have a case? Should my winnings be reinstated or is it totally my fault?
 
Esso22 said:
After winning a considerable amount on at BetatCasino I was twice told that my winnings had been safeguarding by restricting my play until the verification had been done. I had an email today saying I had free spins so I played them and then it continues to let me play....needless to say I lost the lot having left it sat there since Friday. The guy in chat confirmed the suspension had been done at their end and didn't know why the system let me played. Do I have a case? Should my winnings be reinstated or is it totally my fault?
Click to expand...

What do you think? Should we be responsible for our own actions when we are adults?
If you had won more, would you have asked if you should give that money back to them?

I feel for you I do, but I would say you lost it on your own.
 
Haha yep I know what you mean but if they said it was an error and they could only pay me what I had won up until that point I would totally get it. That's the reason for play limits etc and they did confirm twice that I couldn't play my winnings.
 
I'm sure others will see it as if you should get the money. I'm always the evil one ;)

You hadn't any limit set by yourself if I understand correctly? I can't see that they forced you to lose it no matter how bad you try to make them look. You should of course have asked when you discovered that you could play. We have all reversed and lost winnings. Sometimes we even learn a thing or two from doing that :)
 
I have a deposit limit and then when I won a large amount they asked me if I wanted to suspend play until verification was done...I said yet.

Then when I emailed to find out what was happening with verification they asked if I wanted suspension again and I said 'I thought I had already done that' and they said 'oh yes, you already have suspended play' hence confirming twice.

That was over the weekend. Today I get email regarding free spins and log in for them and then it continues to let me play. I have deposit limit and agreed to the suspension for this reason...not to be tempted. Even the guy in chat after I'd lost it said it should have been suspended. Also after I'd lost it he said 'shall I try to speed up the verification for you?' ....Why did they only offer to speed it up after I had lost it all when that's what I wanted all along?
 
Regardless if you win or lose. If you had put restrictions on your account and these did not work then all funds should be refunded if you lost, but if you had won all winnings should be voided. That is the rules in Malta and UK.
 
I clicked on the links for Karl and Igor but there isn't a direct contact for them. Will they are this?

Also although lots of the conversations were via chat I do have emails confirming that my account had been safeguarded to stop me playing my winnings.
 
Esso22 said:
I clicked on the links for Karl and Igor but there isn't a direct contact for them. Will they are this?

Also although lots of the conversations were via chat I do have emails confirming that my account had been safeguarded to stop me playing my winnings.
Click to expand...

After pressed that link there is in top left : send private message. Press it and start writing.

Screenshot_20170829-005158.webp
 
Question remains whether you contacted live chat the moment you saw that you can continue playing? If you were so worried about your winnings then an immediate contact would have blocked your account.

But you decided to gamble your winnings. It was YOUR decision.

Knowing Igor, he will probably give you your winnings back but honestly, I wouldn't. From your posts you brought up the "non-block" issue only after you lost. That is typical of a problem gambler and I think you should seek some help
 
Telling me to seek help is a bit harsh...I only came here for information. I have a deposit limit on my account and also safe guarded it so as I won't be tempted. I had this for a reason. Isn't that why we all place limits? Not because we are problem gamblers but because sometimes we get tempted. My point is that I took measures, more than once, to ensure that I wasn't tempted and it didn't work....this is an error on the casino's part regardless of what a person's habits are. The fact that the guy in chat didn't know why the block wasn't on as he said it showed it should have been shows there was a failing of the system x
 
I do agree that first and foremost when having a block in place it should automatically prevent any further play, period.

Yet whilst this should be the case, purposefully setting out to 'test' this feature only indicates that the decision to carry on playing was consciously made, and lies solely with the player. The moment you do that you forfeit the right to call it banked money, and thus becomes disposable and at risk. Trust me, I've done my fair share of that one...

Should have never been able to access the winnings, but two wrongs don't make a right. I also wouldn't put it past casinos to chance it in cases like this in the hope that the player does exactly as they're prone to do. A very grey area indeed :eek2:
 
Yes I understand however I didn't purposely set out to test it. I had an email saying I had free spins and after I'd played them it let me carry on. I wouldn't have even signed in if not for the free spins email and also the moment the winnings were gone and I spoke to the guy in chat he asked if I wanted to see if he could speed up verification for me....how can speeding up verification suddenly be an option after the money has gone when whilst it was sitting in my account all weekend speeding it up was not an option?
 
Esso22 said:
Yes I understand however I didn't purposely set out to test it. I had an email saying I had free spins and after I'd played them it let me carry on. I wouldn't have even signed in if not for the free spins email and also the moment the winnings were gone and I spoke to the guy in chat he asked if I wanted to see if he could speed up verification for me....how can speeding up verification suddenly be an option after the money has gone when whilst it was sitting in my account all weekend speeding it up was not an option?
Click to expand...

what I dont get is the fact that when you need to do ID. I take it you requested a withdraw first? and that means no money was sitting in your account. And that is why the ID request was triggered because you requested a withdraw. I dont play at betat casino, but i played at slotty vegas, their sister casino. And their systems are pretty much identical.

And I know for a fact that money does not get put back into your account balance once ID has been requested. Some casinos it happens in, energy casino comes to mind. When i had to do my ID at energy casino. the money i won got put back into my balance until my ID was verified which i find disgusting and not good practise. Any trustworthy and honest casino would lock that withdraw and not put it back into the account balance and just wait until ID has been processed and then they can send the money.

But i can tell you this much. betat and slottyvegas are in a bad shape. I used to twitch stream and i used to stream playing at slottyvegas and i can tell you this much. they said 17 months ago that they will be getting more slot providers and guess what they still havent, they still only have MG and net ent, and the odd quickspin slot hosted by quickfire. Also i havent won at slottyvegas for ages or withdrew, but the last time i did the withdraw taken over 24 hours to ewallet.

So i seldom avoid them now.

Oh and to say what i think about your actions. If you did cancel the withdraw after you used those free spins then that is more your own fault. And also the FS winnings would have had a wager on them anyway of 10X winnings which you would not have been able to play until you used what ever money you had in your account.

but anyway keep us all updated as to the outcome.
 
No I didn't request a withdrawal because with their site you can't request the withdrawal until you have sent documents and verified. I didn't know this until I had won the money. As soon as you go into the withdraw option it tells you that you need to email all of your documents and so I did that straight away but the amount doesn't go into a pending withdrawal status as you can't even request one until it is verified so it just sits in account....hence the reason they offered me the option of safeguarding by blocking play.
 
Esso22 said:
No I didn't request a withdrawal because with their site you can't request the withdrawal until you have sent documents and verified. I didn't know this until I had won the money. As soon as you go into the withdraw option it tells you that you need to email all of your documents and so I did that straight away but the amount doesn't go into a pending withdrawal status as you can't even request one until it is verified so it just sits in account....hence the reason they offered me the option of safeguarding by blocking play.
Click to expand...

As HarryBKK always says: have your documents always verified before making a deposit, but in this case it would have been better if depositing would not have been possible until documents are verified. But the casino will never impose this of course.
 
Esso22 said:
Telling me to seek help is a bit harsh...I only came here for information. I have a deposit limit on my account and also safe guarded it so as I won't be tempted. I had this for a reason. Isn't that why we all place limits? Not because we are problem gamblers but because sometimes we get tempted. My point is that I took measures, more than once, to ensure that I wasn't tempted and it didn't work....this is an error on the casino's part regardless of what a person's habits are. The fact that the guy in chat didn't know why the block wasn't on as he said it showed it should have been shows there was a failing of the system x
Click to expand...

OK, maybe a bit too harsh, sorry. But let me explain how things work at Betat/Slotty:

When you have a cash balance on your account and play some Free Spins, the winnings go into a bonus balance which is separate. The wagering of that bonus balance will not start until you depleted all your cash funds. It is clearly shown on the right of any game window you open and you will see that wagering bar starting to move the soon you bet with bonus funds.

If you would have read the T&C's you would have known and never played those Free Spins before the cash balance was removed and gone into withdrawal processing. So you risked your cash balance to wager a few bucks from the Free Spin winnings.

Sounds strange to me unless you were not knowing it.
 
DreamRJ said:
what I dont get is the fact that when you need to do ID. I take it you requested a withdraw first? and that means no money was sitting in your account. And that is why the ID request was triggered because you requested a withdraw. I dont play at betat casino, but i played at slotty vegas, their sister casino. And their systems are pretty much identical.

And I know for a fact that money does not get put back into your account balance once ID has been requested. Some casinos it happens in, energy casino comes to mind. When i had to do my ID at energy casino. the money i won got put back into my balance until my ID was verified which i find disgusting and not good practise. Any trustworthy and honest casino would lock that withdraw and not put it back into the account balance and just wait until ID has been processed and then they can send the money.

But i can tell you this much. betat and slottyvegas are in a bad shape. I used to twitch stream and i used to stream playing at slottyvegas and i can tell you this much. they said 17 months ago that they will be getting more slot providers and guess what they still havent, they still only have MG and net ent, and the odd quickspin slot hosted by quickfire. Also i havent won at slottyvegas for ages or withdrew, but the last time i did the withdraw taken over 24 hours to ewallet.

So i seldom avoid them now.

Oh and to say what i think about your actions. If you did cancel the withdraw after you used those free spins then that is more your own fault. And also the FS winnings would have had a wager on them anyway of 10X winnings which you would not have been able to play until you used what ever money you had in your account.

but anyway keep us all updated as to the outcome.
Click to expand...

I don't think so to be honest although i reduced my play there as well due to the lack of PnG, BTG and other game providers. But i still do some sessions when i want to play DoA / TS2 / IR, don't need then any other providers. They will be adding PnG and few others in the coming weeks. And they do have also NextGen and Leander on top of MG and Netent.

My latest withdrawals to Ecopayz were all processed within 1 - 30 minutes, last one was just about 2 weeks ago, and some of them were early morning CET.

I still think they have one of the best CS teams around - Vaughan, Dan, Michael, Sam, Selma and a few more - all very helpful and knowledgeable. Plus their VIP program is as well one of the best around. 15% - 30% cashback (based on amount wagered in a week), credited with 1xWR, is certainly right at the top of what casinos offer. Not to forget the 30xWR for bonuses and 10x WR for Free Spins winnings, with the cash balance separated so you can withdraw any time you like.

With a few more game providers they would be certainly up there with the likes of VS or Rizk.
 
Harry_BKK said:
I don't think so to be honest although i reduced my play there as well due to the lack of PnG, BTG and other game providers. But i still do some sessions when i want to play DoA / TS2 / IR, don't need then any other providers. They will be adding PnG and few others in the coming weeks. And they do have also NextGen and Leander on top of MG and Netent.

My latest withdrawals to Ecopayz were all processed within 1 - 30 minutes, last one was just about 2 weeks ago, and some of them were early morning CET.

I still think they have one of the best CS teams around - Vaughan, Dan, Michael, Sam, Selma and a few more - all very helpful and knowledgeable. Plus their VIP program is as well one of the best around. 15% - 30% cashback (based on amount wagered in a week), credited with 1xWR, is certainly right at the top of what casinos offer. Not to forget the 30xWR for bonuses and 10x WR for Free Spins winnings, with the cash balance separated so you can withdraw any time you like.

With a few more game providers they would be certainly up there with the likes of VS or Rizk.
Click to expand...

Complete agreement with harry , my play these days is sporadic but when I do Betat is one of my go to casinos for all mentioned above. To say they are in "bad shape" is just completely wrong , they are a top notch casino with some super people , the lack of Big Time Gaming surely is a plus :) and my cashouts to ewallet are between instantaneous to 1hr (last one circa 4K paid 50mins)
 
Just to set the record straight here. I do agree that they are a good casino and that their customer service is good. I was just saying that I safe guarded my winings so that I wasn't tempted to play it back before verification was completed and this was confirmed to me on a few occasions so my point has always been that something went wrong with the system which allowed me to play.
 
Steviedoo said:
Don't understand how this is the casinos fault....the op knew he/she was playing with funds they had won and weren't supposed to be in their account.
Click to expand...

If it was that easy then the casino shouldn't offer such thing as a safeguard. It didn't seem to be the OPs fault that it wasn't functioning, so when he logged in the money was just sitting there. He was still not verified so he couldn't cash them out. (or she according to the email address).
So sure the OP played them all by himself, but he shouldn't have been allowed to, so I see that both were at fault here.

I guess we will find out what happened.
 
..

If i had asked cs something when i had withdraw waiting for approval. They usually ask do i want that they freeze it.

So betat/slottyvegas has responsible gaming all the time .

They dont offer bonuses to reverse withdraw.

Top casino in my expirience. :thumbsup:
 
But why play on? You would have known instantly after those free spins, that you were using the previous winnings. Whether you'd asked for a restriction or not - quite clearly at that very moment, you realised this hadn't been actioned (for whatever reason). You should have immediately contacted live chat or shut down the page and emailed support - then stayed away from the site until it had all been processed.

Instead, you made a conscious decision to continue playing and kept going until you lost it all... You must take some responsibility for that surely? I think the majority of us would kick and chastise ourselves, call ourselves a few choice words and feel bl++dy gutted, but I don't think I'd feel I could approach the casino expecting it all back. Unfortunately, mistakes are made and some casinos don't even offer any 'safeguarding'.

I'm really not trying to be cruel - I get the temptation thing massively- I play slots as much as I possibly can - mainly as a distraction really (my daughter has just gone into hospital for a few months) and also with the slim hope that I'll hit a jackpot one day.

I'm barely making ends meet at the mo, I have to buy all the school uniform etc for my other daughter this week and pay £1k rent and I know have £150 winnings sat in a new account (also awaiting ID approval), which I could easily try and increase as I need 3x that really(!), but I'm just staying away from the site completely!

It's what you can afford to risk losing I suppose. At least I know that £150 will be coming and hopefully in the meantime, I'll play the odd £10 (while praying lol!) and get another nice little win.

But if I ever can't afford a flutter, then I'll play free rollers, hunt down free spins/sign up offers, enjoy trying to beat ridiculous 900x a £1 win wagering reqs lol, and use any free spins I'm offered etc and hope for the best!

I do agree the restriction should have been put in place as promised - but I just really don't think you would have complained had you increased your winnings, rather than squandered them...and would have expected to keep them....


..
 
gilliebean said:
But why play on? You would have known instantly after those free spins, that you were using the previous winnings. Whether you'd asked for a restriction or not - quite clearly at that very moment, you realised this hadn't been actioned (for whatever reason). You should have immediately contacted live chat or shut down the page and emailed support - then stayed away from the site until it had all been processed.

Instead, you made a conscious decision to continue playing and kept going until you lost it all... You must take some responsibility for that surely? I think the majority of us would kick and chastise ourselves, call ourselves a few choice words and feel bl++dy gutted, but I don't think I'd feel I could approach the casino expecting it all back. Unfortunately, mistakes are made and some casinos don't even offer any 'safeguarding'.

I'm really not trying to be cruel - I get the temptation thing massively- I play slots as much as I possibly can - mainly as a distraction really (my daughter has just gone into hospital for a few months) and also with the slim hope that I'll hit a jackpot one day.

I'm barely making ends meet at the mo, I have to buy all the school uniform etc for my other daughter this week and pay £1k rent and I know have £150 winnings sat in a new account (also awaiting ID approval), which I could easily try and increase as I need 3x that really(!), but I'm just staying away from the site completely!

It's what you can afford to risk losing I suppose. At least I know that £150 will be coming and hopefully in the meantime, I'll play the odd £10 (while praying lol!) and get another nice little win.

But if I ever can't afford a flutter, then I'll play free rollers, hunt down free spins/sign up offers, enjoy trying to beat ridiculous 900x a £1 win wagering reqs lol, and use any free spins I'm offered etc and hope for the best!

I do agree the restriction should have been put in place as promised - but I just really don't think you would have complained had you increased your winnings, rather than squandered them...and would have expected to keep them....


..
Click to expand...

Main problem if all is true is that , 2 agents promised to straight put balance frozed.

But some reason they dint.

This is fould for casino and player. ( why he/she played those away ):what:

Op must have knowed that it was his winnings..
 
Thanks all. The casino have been great and reinstated the majority of the winnings as there was a technical error that they are working in. They understood that I had requested the freeze to avoid the temptation..the same reason that play and deposit limits are available. I have to do a phone verification tomorrow (not sure what this is) and then I can withdraw. I will keep you all informed.
 
Esso22 said:
Thanks all. The casino have been great and reinstated the majority of the winnings as there was a technical error that they are working in. They understood that I had requested the freeze to avoid the temptation..the same reason that play and deposit limits are available. I have to do a phone verification tomorrow (not sure what this is) and then I can withdraw. I will keep you all informed.
Click to expand...

Thanks for updating everyone. I look forward to seeing how they handle this somewhat tricky situation.
 
Been told I will definitely get my winnings once I have done the quick phone check...My documents are all verified so been told not to worry and enjoy my winnings.
 
Esso22 said:
Been told I will definitely get my winnings once I have done the quick phone check...My documents are all verified so been told not to worry and enjoy my winnings.
Click to expand...

Congrats! We have all be tempted to reverse or play winnings back. But if there was instruction to freeze until verification is done, not once but twice then the funds shouldn't have been available to be played, so I'm glad for your outcome. Phew!
 
Esso22 said:
Thanks all. The casino have been great and reinstated the majority of the winnings as there was a technical error that they are working in. They understood that I had requested the freeze to avoid the temptation..the same reason that play and deposit limits are available. I have to do a phone verification tomorrow (not sure what this is) and then I can withdraw. I will keep you all informed.
Click to expand...

As i told you, Igor is a man of integrity and Betat a top-notch casino.

Glad you will get your winnings and be more careful next time, please! :)
 
SpinUk said:
I think thats a more than generous outcome for you. Had you doubled your balance you wouldnt be here. Fair play to Igor for being so magnanimous about it. Like I said, its a classy joint.
Click to expand...


I completely agree - they have been very forgiving and generous. I also love the fact casino reps access the forums - makes it seem more personal. I'm going to venture over to BetAt now and join up, as I've joined a couple of slot forums and have only seen it highly recommended. I'm a bit of a newbie casino wise..so these forums really help me form a decision etc!

I'm sorry if I came across harsh in my post Esso - if so, it wasn't intentional - been having a week/month/blinking year from hell! Enjoy your spending
 

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