Wetten.com defrauded me of my remaining balance

[Campus]

Hello all, 

Sorry for the length but I believe that this is worth to read if you intend to play at the new wetten.com

 

Yesterday I received 20 freespins in Wild Wild West and won 1,50 EUR. With those 1,50 EUR I played Starburst and won a few cent, but when I was down to 0,30 EUR and placed a bet of 0,20 EUR the remaining 10 cent were deleted. They vanished the moment I set the slot to 0,10 EUR bet in total and clicked on spin. Which means, the spin didn't get through because the 10 cent were simply gone before I could make a bet.

 

This happened before, in January, to be precise. Back then I was told by the English support that when reaching a specific decimal, the amount under 0,20 EUR is automatically deleted. 

I have never heard of such a rule and couldn't find anything about it in the T&C. It doesn't make sense at all.

The support refunded me the deleted 0,13 EUR back in January and promised me to send me all information via email - which has never happened.

Before that I had talked to the German support and the chat agent had claimed that I played the remaining 0,13 EUR myself, in one spin in Starburst. Which was impossible, by the way, since Starburst doesn't offer the possibility of choosing lines anymore. 

 

So two different explanations for the missing remaining few cent.

 

Anyway, yesterday the same thing happened once again and I talked to the German chat agent Jana.

Aside from the fact that I had to wait for quite a long time for a response, Jana told me that the bonus had expired, which was supposed to be the reason for the missing 0,10 EUR.

I asked her how a bonus can expire within a few seconds but she repeated the same sentences several times. When asking over and over again how a bonus I received just expired second later, she claimed that it was not the current bonus but an old one...
I had no other bonus, just this one from the freespins.

When she noticed that she suddenly claimed that I had forfeited the bonus myself...

Of course, I had not. Why would I? I wasn't even in my account while playing Starburst. She sent me "proof" which stated that the bonus was forfeited. Of course it was - forfeited automatically by the system.

After long minutes of to and fro she then claimed that I had played the 0,10 EUR myself...

 

Alright, three different reasons for the disappearance of the 10 cent, all three explanations total rubbish.

I asked to speak to a superior but she refused.

 

Later I noticed that my transaction history was changed. It didn't show the deposits and withdrawals anymore. So I went to the chat again and was connected to the Eglish support and an agent called James.

I greeted him and Lukas, a German chat agent entered the chat.

I asked where James was gone and Lukas wrote that he connected me to himself... 

When I asked about my transaction history Lukas told me that at the end of the year the owner of the casino had changed and therefore all previous transactions were gone. I found this very weird since I was a regular depositer and had withdrawn, yet all of a sudden it was all gone.

I then asked once again for my missing 0,10 EUR and Lukas really said that this wasn't the first time I had cancelled a bonus myself!

I couldn't believe it... WTH?

No matter what I said, he repated the same accusation over and over again. I copy and pasted the response from the English support in January to show him that the remaining few cent were automatically forfeited by the system.

He repeated his accusations. I posted the response from the English support again.

He then said that they couldn't refund me the 10 cent again and that in January they did it only as a gesture of goodwill.

When I asked him for the exact date of me allegedly cancelling a bonus in the past he just said that he has told me already. Of course, he hadn't.

I asked several times for proof and he just repeated the same sentence.

Naturally, he couldn'n provide me with evidence because he was talking about the incident in January which was proven to be an automatical process by the system.

 

I asked Lukas why I was given three different explanations for the missing 10 cent by Jana, but did not receive an answer, only the same rubbish over and over again, accusations of me having cancelled the bonus myself, sending me the "proof" about the bonus being forfeited. Which was, once again, the automatically forfeited bonus by the system.

Then I demanded to speak with James or any other agent of the English support. Lukas claimed that it was not possible since German players can only chat with German chat agents.

I replied that I had already spoken with the English support in January and sent him the chat from January once again. Lukas claimed that it was part of the T&C that German customers may not speak with the English support. He sent me a link of the T&C.

Of course, there was no rule whatsoever in the T&C. And why would it?

 

Anyway, this was all going on for almost an hour and it is perfectly clear that both chat agents were deliberately lying (which I directlly told them) and deceiving me of my last 10 cent.

 

Some might think that it's all not worth it for just 0,10 EUR, yet, aside from the fact that one can win with just ten cent (I had won several times with my last few cent, up to 30 Euro with just one spin) it is a matter of principle.

It is absolutely obvious that the casino is not acting according to the rules and that the support - the German support at least - is trying to deceive the customers by lying and accusing them of what the casino is doing.

What might even happen when sombody wins a bigger amount and wants to cash out?

 

I saved every single chat about this and will take it to the MGA.

 

Wetten.com used to be one of my favourite casinos but with the change of ownership it obviously went downhill.

Totally unbelievable behaviour and treatment of customers.

[cocopop3011]

Hi and welcome to the forum! This happened to me once, my balance disappeared when it went under £1 from a bonus, ridiculous terms. Wasn't at this casino, can't actually remember where now.

If I'm being completely honest it does seem like a lot of your time and patience all on 13 cents and I'm not sure I would have persued it quite as long as you have but then on the other hand I get it too. It's your money so why shouldn't you play it right down until the last penny.

If it was me personally, and I was as unhappy about the situation as you seem to be what I would do is say bye bye casino and move on.

[pinnit2015]

The previous 10c refund was a gesture of goodwill?

Be still my beating heart

From a purely business perspective, regardless of how the 10c vanished, it's poor. Hey, we won 10c but lost possibly thousands in deposits - job's a good 'un. 

[cocopop3011]

1 hour ago, pinnit2015 said:

The previous 10c refund was a gesture of goodwill?

Be still my beating heart

Hehe, I have to be honest this bit tickled me. I wonder if that gesture of goodwill had to be authorised by a manager first

[Campus]

3 hours ago, cocopop3011 said:

Hi and welcome to the forum! This happened to me once, my balance disappeared when it went under £1 from a bonus, ridiculous terms. Wasn't at this casino, can't actually remember where now.

If I'm being completely honest it does seem like a lot of your time and patience all on 13 cents and I'm not sure I would have persued it quite as long as you have but then on the other hand I get it too. It's your money so why shouldn't you Play it right down until the last penny.

If it was me personally, and I was as unhappy about the situation as you seem to be what I would do is say bye bye casino and move on.

Hello, thanks for the welcome.

Yes, I understand and agree that it's probably not worth the effort. On the other hand, winning with just a few cent often happens and a few times I managed to  win more when playing with the amount I won and was able to cash out up to 500 Euro.

This behaviour and obvious lying is just unacceptable. Not to mention that my playing history proved that I didn't play only 10 cent but 20 cent in my last bet. So when Jana claimed that I had played the 10 cent and that she could "see it all in my account" she was blatantly lying. I wonder what fuss they are making when winning bigger and trying to cash out, given that they spent an hour in the chat accusing the player and telling three different lies in order to not refund 10 cent. Plus the total ridiculous claim that German players are not allowed to speak with the English support. What in the world...? Supposingly, the German support was eager to prevent the English support from actually telling the truth.

Aside from that, a casino that delets the last few cent from a bonus can't be reliable at all. A win is a win, they just can't delete it without any reason. What if someone wins only 10 cent from freespins? And yes,  pinnit2015, "a gesture of goodwill" was really a ridiculous statement. Unbelievable... There isn't even such a rule in their T&C.

The whole situation is a total scam and I think that the MGA should be informed about it.

What a pity, this used to be a great casino with the previous owner.

[pinnit2015]

Not even out of the EU yet and restrictions being placed on conversing with English speaking support 

I'd be the same with even 10c - a lot of places actually convert less than 10c, from bonus, to real funds (White Hat Gaming used to do it once you hit a pound)

Odd way to run a business at a time when it's a buyers market. 

[cocopop3011]

23 hours ago, Campus said:

Hello, thanks for the welcome.

Yes, I understand and agree that it's probably not worth the effort. On the other hand, winning with just a few cent often happens and a few times I managed to  win more when playing with the amount I won and was able to cash out up to 500 Euro.

This behaviour and obvious lying is just unacceptable. Not to mention that my playing history proved that I didn't play only 10 cent but 20 cent in my last bet. So when Jana claimed that I had played the 10 cent and that she could "see it all in my account" she was blatantly lying. I wonder what fuss they are making when winning bigger and trying to cash out, given that they spent an hour in the chat accusing the player and telling three different lies in order to not refund 10 cent. Plus the total ridiculous claim that German players are not allowed to speak with the English support. What in the world...? Supposingly, the German support was eager to prevent the English support from actually telling the truth.

Aside from that, a casino that delets the last few cent from a bonus can't be reliable at all. A win is a win, they just can't delete it without any reason. What if someone wins only 10 cent from freespins? And yes,  pinnit2015, "a gesture of goodwill" was really a ridiculous statement. Unbelievable... There isn't even such a rule in their T&C.

The whole situation is a total scam and I think that the MGA should be informed about it.

What a pity, this used to be a great casino with the previous owner.

No no, I absolutely agree! I totally get your post and if you're decision is to take it to them then you go for it! Why shouldn't you have it at the end of the day it's your money and NOT theirs to take. I just meant you have a lot more patience than me.

[Campus]

Still no news. Another support agent assured me to escalate this to the relevant department and that they will get back to me, which hasn't happened so far. And probably never will.

So I gave them another chance to clarify the situation but will now inform the MGA.

[cocopop3011]

10 hours ago, Campus said:

Still no news. Another support agent assured me to escalate this to the relevant department and that they will get back to me, which hasn't happened so far. And probably never will.

So I gave them another chance to clarify the situation but will now inform the MGA.

Good luck and keep us posted.

[honestdude]

16 hours ago, Campus said:

Still no news. Another support agent assured me to escalate this to the relevant department and that they will get back to me, which hasn't happened so far. And probably never will.

So I gave them another chance to clarify the situation but will now inform the MGA.

Just not fair gaming and curious to hear what MGA does about it.. Probably not much given the amount but multiply this by how many players they do this to. Good Luck.  

[pinnit2015]

Yep - the amounts irrelevant here in the main - it's about the casinos attitude/practices. You tend to find that it's a good indicator of how reasonable/fair they'd be when presented with a bigger issue. Which, if the OP's account is correct, not very. 

[pinnit2015]

Incidentally....not sure if it was LeoVegas or Casumo but they got hauled in front of the UKGC for not returning pennies to punters when accounts were closed and it formed part of the reasoning for a nice monetary fine i believe 

[cocopop3011]

1 hour ago, pinnit2015 said:

Incidentally....not sure if it was LeoVegas or Casumo but they got hauled in front of the UKGC for not returning pennies to punters when accounts were closed and it formed part of the reasoning for a nice monetary fine i believe 

Pennies make pounds...interested to see if this one goes anywhere.

[ValDes]

On 3/2/2019 at 1:12 PM, Campus said:

Still no news. Another support agent assured me to escalate this to the relevant department and that they will get back to me, which hasn't happened so far. And probably never will.

So I gave them another chance to clarify the situation but will now inform the MGA.

Good luck and keep us updated.  

Hope you'll receive swift assistance from MGA Players Support and your case will be processed asap. 

[Campus]

Thank you, I'll keep you posted. No response from the MGA yet but I guess this may take a while.

[pinnit2015]

7 hours ago, Campus said:

Thank you, I'll keep you posted. No response from the MGA yet but I guess this may take a while.

They’ve probably got hold of the casino by the ankles, flipped upside down and started to give them a shake to see what cash falls out

[cocopop3011]

8 hours ago, Campus said:

Thank you, I'll keep you posted. No response from the MGA yet but I guess this may take a while.

Patience is a virtue...or so they say!

[ValDes]

On 3/4/2019 at 3:21 PM, Campus said:

Thank you, I'll keep you posted. No response from the MGA yet but I guess this may take a while.

Well, unlike independent, third-party mediation services such as AskGamblers Casino Complaints Service a.k.a. AGCCS which is super fast in comparison with any other similar rival service, the complaints service offered by official regulatory bodies is really slow most of the time and requires some serious patience.  

Stay strong and don't lose hope. :

[Campus]

Sorry, still no news, waiting for a response from the MGA.

[cocopop3011]

8 hours ago, Campus said:

Sorry, still no news, waiting for a response from the MGA.

Hang in there I wasn't expecting you to get a quick reply...have a bit more patience and keep us posted of course.

[Campus]

Hello again, got a response. The MGA will now contact the representatives of the group. I assume the chat support of wetten.com hasn't even forwarded the issue to the management.

I'll keep you posted.

[Campus]

It's done, I received the missing cents from Bethard/wetten.com

They added the money to my Bethard account, and when I informed them that it was actually about my wetten.com account they added the money to both accounts.

Did not win, but at least they were obviously told by MGA to not cancel the last few cent of players.  I am so very disappointed about the change of wetten.com. It really used to be my favourite casino.

[ValDes]

Glad to hear you have finally received what's rightfully yours. 

Curious to know how long it takes to MGA to review and solve your case? 

[Campus]

On 4/21/2019 at 3:40 PM, ValDes said:

Glad to hear you have finally received what's rightfully yours. 

Curious to know how long it takes to MGA to review and solve your case? 

It took a little more than 4 weeks from filing the complaint to the MGA to receiving the missing money.
So I guess the case is closed and resolved. 

[cocopop3011]

On 4/20/2019 at 2:21 PM, Campus said:

It's done, I received the missing cents from BetHard/wetten.com

They added the money to my BetHard account, and when I informed them that it was actually about my wetten.com account they added the money to both accounts.

Did not win, but at least they were obviously told by MGA to not cancel the last few cent of players.  I am so very disappointed about the change of wetten.com. It really used to be my favourite casino.

Yep, really awesome news! Well done for persuing it.