Safe guarding winnings

[Esso22]

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?

 

[Tirilej]

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?

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.

 

[Esso22]

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.

 

[Tirilej]

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

 

[Esso22]

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?

 

[Esso22]

Betat casino

Betat Casino by the way.

 

[Tirilej]

Betat Casino by the way.

Then it sounds a bit more strange. I think you should have a talk with them. Try one of their reps in here and I'm sure if it is their fault then you will get paid anyway.
Good luck

 

[Esso22]

How do I talk to one of their reps please?

 

[Tirilej]

How do I talk to one of their reps please?

It says iGaming reps on a tab above. https://www.casinomeister.com/forums/showroster.php
Choose one of Betat's reps and send them a private message from their profile page.

Here is one of them:

 

[Esso22]

Thankyou

 

[miksaxxx]

Maybe Karl of Igor would be better..

Maybe these get answer faster.


Head of casino :

https://www.casinomeister.com/forums/members/cm_betat.html

And the calm dude ( owner ) :

https://www.casinomeister.com/forums/members/igor82.html

 

[Esso22]

How do I contact these people direct please?

 

[Mr Wild]

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.

 

[Esso22]

Really? How do I contact Karl or Igor or get them to see this message?

 

[Esso22]

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.

 

[miksaxxx]

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.

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

 

[SpinUk]

I've had some decent luck there recently after a horrendous start a few years back but I will say this of Betat, there customer service is second to none. I think they will do something for you though here, they are are a decent outfit and Igor is a good guy.

 

[Harry_BKK]

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

 

[Esso22]

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

 

[goatwack]

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

 

[Esso22]

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?

 

[DreamRJ]

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?

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.

 

[Esso22]

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.

 

[Mouche12]

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.

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.

 

[Harry_BKK]

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

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.