Wager Beat Casino - Player’s bonus winnings have been voided.

Hi

My names Danielle B****

I have been messaging my VIP Manager and l don’t get replies.

I had a few wins and Wagerbeat took it saying l did something wrong. I got onto my VIP Manager straight away because l have 100% been doing everything right. Checking my wager bar asking the team on chat questions of what l can bet. 

First my manager said l claimed my loyalty points but bet over the required amount. But this is not true. As when l claim my loyalty points l always double check with the chat team what my max bet can be. And lm pretty sure l spoke to a team member on chat and her name was Cassie. And she said l couldnt bet higher then $15 until the wager requirements have been met and that is what l did. Once the wager bar had been done l then spoke to a team member when the wager bar was gone and she said l had no limits. 

Anyway after l received the email from my manager l explained to him that, that can not be right as l have been pretty thorough on looking and making sure l did everything right. 

He then emailed back saying something totally different l had done from his first email. 

Which now l don’t know what to believe with Wagerbeat. 

He said l claimed a $3.00 bonus and the bet should not have gone over $0.90 but l had made $2 or more bets. Now l know that is 100% not true because l never claimed a bonus for $3

Again l emailed him back but have had no response from him. Since then l have emailed him a few more times as this is not something that should be ignored. $12,000 is something that should be dealt with if the customer is saying it’s not right. But have had no replies from him at all. 

One of those emails is also stating that l spoke to 3 different people of what my wager should not go over and all 3 had a different sum. First was $1.85 second was $0.82 and the third was $0.62

So if it was $0.62 but l had bet the $1.85 that l was told and if l had won a lot and withdraw it after the bonus was all done and wager bar complete. I would have lost all my winnings again. Because l was told wrong by Wagerbeat. 

Now for the last few days l have been playing and every time l check the wagering bar has not been there. Now me thinking that l either didn’t need one still only played my less the 30% of the bonus. 

After playing quiet a bit l went to chat like l normally do and asked the team member what was going on. He asked me to screenshot what l could see. So l did this for him 

And he said he would send it to Technical team and to just look at withdrawal as it will say it there. So that l did. 

So in all that even though I believe l didn’t do what l have been told l did. And lm to trust the site picks up on technical problems which it doesn’t, so if there was a mistake made it was not on me. And l should not be losing $12,000 as l didn’t do anything wrong. 

I have since then asked the support team if this matter can be looked at by a supervisor and if l could have proof of what lm getting told l did wrong. 

I get a reply and they just say a team and looked at it and made there finally decision. 

I have argued the point for about 3 days and don’t even get told by the support team of what l have supposedly done to lose $12,000 

I sent my VIP Manager another email and he has not replied to me at all. I thought they are supposed to help customers out. But he has just ignored me. 

This happened on the 25th June and lm still trying to get answers from Wagerbeat with no luck at all. 

I made a few withdrawals, Canceled a few times as l ran out of funds and took $1000 out and made another withdrawal. 

All up l had 4 withdrawals 

1st one was $4000 2nd $4000 3rd $4000 and the last was $5000 

The first $4000 was done about 2 days before the rest. I received that okay but for the rest all they thought l was entitle to was $1000 and that was because so the VIP manager said was he got for me. 

I’m sorry to bother you but l didn’t know what to do. 

It has happened to me before but not for so much and they said l made a mistake. But that time l was only new at online gambling and they actually told me exactly what l did on what game. 

I have been playing Wagerbeat for over a year now and l have read all teams and conditions and if lm not sure l speak to the chat team. Which is almost every time l play. 

I have asked them for the proof, my chats with the teams cause l know they will show l would have spoken to the chat team with it being so much money. 

But lm getting nothing from them at all. 

I even asked for proof of when this mistake happened.

cause since the took the whole $12,000 lm guessing they are saying l did it at the start.

I don’t know what to do. 

Regards 

Danielle B****

Dear Danielle,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

I carefully checked the Bonus Terms on the website, and this is what I found https://www.wagerbeat309.com/en/terms-and-conditions:

„13. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Danielle,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

How do l forward my gaming and bonuses history.

l didn’t place bet’s l shouldn’t have and lm at x30

l have since emailing you tried to get answers from my vip Manager and he again is just completely ignoring me.

l will try get all information if l knew how.

You can request your game history from the casino directly (in Excel format). Afterwards, you can forward it to petronela.k@casino.guru.

Dear Danielle,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi

thank you

I have asked them for my history. And they have ignored the question both times.

I have emailed my so call VIP Manager and l still haven’t had a reply from him at all.

l don’t know what to do. But l will try again

If the game history hasn't been provided to you, could you please forward your bonus history instead? Thank you very much in advance.

Dear Danielle,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.