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"Third Time UN-Lucky" at Bet-At? :)

Discussion in 'Casino Complaints - Bonus Issues' started by Fleur-De-Lis, Dec 28, 2014.

    Dec 28, 2014
  1. Fleur-De-Lis

    Fleur-De-Lis Senior Member MM

    Occupation:
    Self-employed
    Location:
    CY
    Well, technically, it is rather a rant than a proper complaint, yet I need to know if I'm really the only one affected (or the first person reporting the issue) as casino rep claims. I don't care much for the bonus funds as it is nothing compared to my regular real-money deposits, but I like this kind of promos and am quite upset at the current situation...

    Alors, the offer:
    "To complete this promotion, simply opt in and wager £/$€500/NOK/SEK5000/RUB25000 per day for three different days of the week and you will receive the free funds directly in your account when you complete the third day!"

    The facts:
    I wagered €500 on both December 26 and 27, and kept wagering on December 28 but soon noticed that the wager counter (a box on the left, showing actual amount as well as percentage wagered) is not updating. I felt that I wagered at least a couple of hundreds or more, but the figure remained the same as on December 27. The Live Help was not available, so I sent an email and went offline. When I checked some 12 hours later I saw that the problem is still unsolved. The customer service rep advised me that I need to wager another 64.15 to complete the promo and that nobody else have/had the same problem with the counter.

    As I said earlier, I don't feel I have grounds for complaint - after all, I was offered to complete the wagering and to contact them again when I do (though they couldn't advise me on how to keep the score of wagering - to add all bets up manually? :) ) and they promise to credit the bonus "manually" once I qualify. However, I feel upset and let down. If I were able to monitor the progress of my wagering, I'd complete this promo long ago and would feel grateful to the casino for the opportunity. I wouldn't have to waste time writing emails and calling Support. In short, I'd have fun and not frustration. In fact, I am so upset I am going to opt out of this promo (though I've already wagered 1435.85 out of 1500 required) and to place my next deposit elsewhere.

    Now the question. The technical issues where only one player is affected are somewhat rare, aren't they? If there are any other bet-at players reading this, please share your experience with this particular promo. Did it all work OK for you? Thank you.
     
  2. Dec 28, 2014
  3. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    I don't play at Betat so I know nothing about that promotion :)

    It's more normal that just a few customers are having a technical issue than a lot of them.
    I don't know if you've seen some of my threads where I've had problems with the graphics missing, but where I can't do anything else but laugh at the problem.

    You did have a problem now, but I think I speak for every casino when I say they wished noone ever had a problem. Them or any customer :)
    Internet will never be totally reliable so we will always have a few problems.

    Yesterday there was a casino that refused to open for me. The cure was to clear my cookies and cache. Can you believe it? :D
     
    1 person likes this.
  4. Dec 28, 2014
  5. CM_BETAT

    CM_BETAT I-Gaming Industry Representative

    Occupation:
    Head of Casino
    Location:
    Malta
    Hi Fleur-De-Lis,

    Yours was the first complaint received which has been followed by a few more over the past hour or so. There seems to be a technical issue cropping up for some players whereby the third day's wagering is not updating in the front end promotional panel, yet is being calculated in the system backend. The technical team are looking into it, however I've taken the decision to pull the promo from the site so as not to cause potential confusion for players who have already opted in. All players who have opted in will now have their wagering calculated manually and their bonus credited at the end of the promotional timeframe - as is standard practice for many operators.

    I've noted your decision to forfeit your reward for this promotion even though you were near to completing the requirement. My staff on live chat have already offered to credit it for you manually and the offer still stands. I'd be more than happy to apply it to your account manually without the need for further wagering.

    Unfortunately technical issues do pop up from time to time and we can only hope to rectify them in the best manner possible. Apologies for the inconvenience this has caused.

    Kind Regards,
    Karl
     
    10 people like this.
  6. Dec 28, 2014
  7. dunover

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

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    I entered that promo and funnily enough I think I know what the issue is.
    Basically the progress bar will show 33% when you have hit the 500 on any given day, as it did for me correctly. If you continue playing obviously the bar stays at 33%. If you are playing in the same session which then goes past 00:00 CET then the bar doesn't reset, I think you need to log-out and back in again to separate the dates, otherwise you'll lose your progress as it will stay on the previous day.

    I could be wrong here but I'm sure Bet-at will confirm what you need to do.

    Also bear in mind that as the progress bar counts in advance you can sometime be a few units short when it actually says 100%. In other words say every 1% is 50 worth of play like in the 5000 turnover monthly 100 bonus, as soon as you pass 99% (4950) it will say 100% even though you have 40-something left to wager. At least that's how it appears to work, or it could simply be lag as the bonus WR calculation catches up with your play.

    Bet-at replied at the same time I posted this...
     
    Last edited: Dec 28, 2014
  8. Dec 28, 2014
  9. Fleur-De-Lis

    Fleur-De-Lis Senior Member MM

    Occupation:
    Self-employed
    Location:
    CY
    That's a rather surprising statement because as long as I remember your staff have refused to do just this when I suggested it as a possible solution :) 50EUR is peanuts and I certainly can afford both extra wagering OR forfeiting the bonus altogether, but the overall experience is irrevocably spoilt, hope you do see the point.
     
  10. Dec 28, 2014
  11. Fleur-De-Lis

    Fleur-De-Lis Senior Member MM

    Occupation:
    Self-employed
    Location:
    CY

    Hi, and thanks for your input.
    I don't think it's the case though, 'cause I initially suspected the same and tried everything - from re-logging to restarting my PC :). Anyway, since I am not the only one I at least can stop feeling paranoid ;) and move on. Thanks again.
     
  12. Dec 28, 2014
  13. CM_BETAT

    CM_BETAT I-Gaming Industry Representative

    Occupation:
    Head of Casino
    Location:
    Malta
    CS staff manning chats are only entitled to certain liberties. In this case, they offered to award the bonus to you manually once the wagering requirement is complete. There is the inconvenience of you having to contact chat once you have completed the remaining €60 in wagering, but that is the best they would be able to do without upscaling it. Now it has been upscaled to me, and I am in a position to waive the remainder of the requirement. Nothing has changed in this regard..

    Once again - apologies for the poor experience resulting from this technical issue.
     
    6 people like this.
  14. Dec 28, 2014
  15. aceking123

    aceking123 Ueber Meister CAG PABnononaccred MM

    Occupation:
    chippy
    Location:
    uk
    same as the 5000 promo the other day have been playing it got stuck never updated to this day , not sure whats up with the gremlins (

    nearly finished it over the month but getting stuck killed it , or it could well be me
     
    1 person likes this.
  16. Dec 28, 2014
  17. CM_BETAT

    CM_BETAT I-Gaming Industry Representative

    Occupation:
    Head of Casino
    Location:
    Malta
    If this hasnt been resolved please forward me your details so I can look into it. In most cases it will be an isolated incident. I have not received any other complaints about the Monthly100(€5000 wager) promo so do let me know if the issue has not been resolved so I can get the technical team on that for you.

    Thanks,
    Karl
     
    1 person likes this.
  18. Dec 28, 2014
  19. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Fleur, it is nice to see you back. I dont know if you have been following while you werent posting often, but BetAt gets high marks from me and most other players.

    I have not been in the current promo, but I have had past issues with wagering meter, and they have always been resolved satisfactorily. While you may ave been the first player to notice, you were not the last, and it is refreshing to see a casino admit such.

    I suggest you take their offer of the chip and give them a chance. Dont let one instance sour you on a great casino with IMO very good promos, and who shows frequently that they value their customers.
     
    7 people like this.
  20. Dec 28, 2014
  21. Fleur-De-Lis

    Fleur-De-Lis Senior Member MM

    Occupation:
    Self-employed
    Location:
    CY
    Hi Jasmine, and thanks a lot - it is so nice you remember me. Yes, I know Bet-at has got a good reputation, that's actually why I was so surprised with this strange promo on/promo off issue (and the fact I did not “received the free funds directly in my account” even after completing the remaining WR of lousy 64.15) :)
    It's all not a big deal, yet still off putting in a way, is it?
     
    Last edited: Dec 28, 2014

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