Today on Monday the 11/11/2024 I would like to make a complaint about Betobet online casino, their withdrawal process, the way the casino has conducted itself so far and also the customer service provided.
My name is Thomas Daly I held the account with username Junkie2707 and my email is [email protected].
On the Tuesday the 29/10/2024 I made a withdrawal of $5003.47. Shortly after winning my account was blocked from placing anymore bets. I had not set any limits on my account therefore I should have been able to continue betting. I inquired in the chat section as to why my account had been blocked and they simply told me to “wait for an update via email”. I did not receive said update. I was able to bet again but only after 24 hours.
I also enquired how long it would take for the withdrawal to be processed, they assured me that it would be processed in 3 buisness days.
Might I add I had not accepted any bonus or freespins package so my $5000 did not require me to play out any wager.
My account was also fully verified before playing or making a withdrawal.
On Friday the 01/11/2024 I enquired once again to see if my withdrawal would be processed before the weekend. They informed me that it would in fact be processed 3 business days AFTER the day of making the withdrawal request.
I enquired once again on Monday the 04/11/2024 to see if my withdrawal would be processed that day. Customer Support O informed me there was a technical issue that could take a week or more to fix and I would receive an update via email.
They then advised me to cancel my withdrawal and receive a $1500 match bonus to play with while I waited for the issue to be resolved.
The wager requirements on this bonus would have required me to play at an estimated $75000 worth of bets with only $3000 or $6500 dollars if i had not withdrawn the remaining $3500 before receiving such bonus. I find the probability of doing so highly unlikely and believe it was an attempt to lock my winnings in with bonus terms and wager requirements so that I subsequently could not withdraw them or worse, bet all my money trying to complete the wager requirements.
I refused the bonus.
On Tuesday the 5/11/2024 ( one week after making the withdrawal ) I once again enquired into when my withdrawal would be processed.
By this point I was understandably upset, as it had now taken over double the time I was told it would take with no answers other than “you will receive an update via email”.
It shows how upset I was by the way I handled myself when speaking with HA as you will see in the screenshots provided.
I had previously read ALOT of reviews about Bet O Bet casino and it was in fact quite difficult to find a good one. In these reviews people stated how long they had to wait to get their withdrawal some not even receiving it and how little help customer service provided telling them only that ” you will receive an update via email”.
This was the exact same thing that had happened to me and it made me worried as to how long this might actually take.
On Wednesday the 06/11/2024 I enquired into chat about what company oversees Betobet so that i could lodge a complaint about the casino.
This time I was much more calm and collected.
Customer Support M kindly gave me the details I was looking for and also told me to find the information I was requesting that I was to email [email protected].
I emailed them stating how unhappy I was with my situation, the customer service provided and requested I be put in contact with somebody/department who could give me information about my withdrawal.
This time I DID (to my suprise) receive an email back. In this email it stated my withdrawal was now under “review” and that Support would keep me “updated via email”. I found this hard to believe as I had not been updated that the original “technical issue” had been fixed.
It is my personal belief that Betobet prolong the withdrawal time in hopes that the account holder will spend their winnings so they do not have to make payment.
I filed a complaint on the 07/11/2024 with customer support at [email protected]. Shortly after my account was blocked.
I received an email on the 08/11/2024 stating my account had been blocked due to having multiple accounts under the same ip address I requested more information on these accounts or evidence of the ip address being used with more than one account. I received no such information back. In my household there are 4 adults and we do share a few devices but I myself certainly have not made any other accounts to the best of my knowledge! It would be pointless, there is no personal gain for me in having multiple accounts as I don’t bet, I only play slots and I very rarely accept bonuses.
I have no access to my flatmates email accounts or personal information. My flatmates also could not find any promotional emails or emails confirming account registration from Betobet in their personal email accounts, nor could they find any emails stating a termination of their “account” when my account was blocked.
This has lead me to believe that these claims are untrue and I would like some evidence supporting this if possible. If though there has been a mistake made and accounts have been made on the same ip address sufficient documentation can be provided to verify the identities of account holders. If accounts were made using the same ip address my question is why was this not picked up at a much earlier stage like when I registered my account? Or even when going through the verification process and why was I allowed to deposit but not withdraw? This would have saved me alot of wasted time and stress. Also how are 4 adults who all live together and gamble expected to not have signed up at the same casinos under the shared household wifi connection? We have all played at the same casinos like Jackpot City and other casinos and never had an issue like this before.
Since the 08/11/2024 I have made several attempts at requesting more information on this matter and also enquired into if they offer any kind of ADR company as my requests had been ignored. My requests to [email protected] and any enquiries I made in chat were either ignored or I was told they were unable to assist me. I’ve sent a few screenshots of the chats I’ve had in the past days and the rest can be found in my Google drive account which I have supplied a link too. I apologize if they are not in order but Ive done my best.
Also I noticed the GCB logo on their website is orange and when you click on terms after clicking on the logo it takes you to a page where it says that companies operating under GCB should display the correct logo which is in fact green and any logo that is different in colour is not authorized. I’m not sure if I’m correct but it could be worth looking at. I’ve attached screenshots of this for you to take a look at.
I hope you are able to help as it’s very exhausting trying to get anything out of this casino and I’m tired of dealing with them so I will leave it in your hands and hopefully you can resolve this for me.
Thanks
Thomas Daly
