BETBOLT promised me a refund for my deposits last week, no news since then

[FirstComingOfTom]

What happened::
This is my last resort. I had an account with BetBolt in May/June that I quickly asked to have self-excluded permanently due to a gambling addiction. Their support was non-existent at the time, so it took until June 19th for them to actually self-exclude me, with an apology.

On July 23rd (or 22nd, timezones..) I contacted BetBolt support to ask to have my account re-opened. I told the support agent my email and asked if I could have it re-opened. He said the best option would be to create a new account with a new email. I confirmed I self-excluded the account, and the agent said the casino can't disable that. "However, if you create a new account new email you should be good to go."

I believe I was taken advantage of. I went on a gambling binge for a few days, threw away thousands of dollars, and realized what had happened. I emailed support@betbolt.com and quickly I received two emails back. One stating they'd look into it, and later one that said the following:

"Hey, we are very sorry about this and we would like to make it up to you, although we cannot be held accountable for your actions and its an unfortunate thing that you lost this sum of money we will revert you this payment as soon as possible"

This was Friday night/Saturday morning. I contacted a support agent that SAturday and asked on an update, he said I'd hear something that day. Fast forward to today and I have yet to hear anything. Support is a bit slow with answering my messages, but when they do they tell me they haven't heard anything. I asked Arj in the BetBolt topic on this site for help and he said he'd asked the team to give my case priority. This was Wednesday, I still haven't heard anything. I didn't want to open this topic as BetBolt were very nice right out of the gate, offering me the refund for my deposits.

I'm just wondering why the refund is taking so long. I was promised it, and yeah, I don't know what the hell goes on in these casinos, I don't know how things work. But I figured a week would be a long enough time to get a refund sorted. The sooner this happens, the sooner I can install anti-gambling software on both my pc and phone. Not to mention seek help for my damn addiction.

Scammers Profile Link:
https://bitcointalk.org/index.php?action=profile;u=3641796
Reference Link:


Amount Scammed:
$3684

Payment Method:
Buy Crypto (onramp money?)

Proof of Payment:
https://imgur.com/a/xWYylli

PM/Chat Logs:
https://imgur.com/a/3qOVOAb <==== Self-exclusion permanently email
https://imgur.com/a/RFWDRxm <==== Chat log with support agent telling me to make a new account and I'd be good to go
https://imgur.com/a/YNUZOxB <==== Mail in which I was promised a revert of my deposits

Additional Notes:
I'm aware that these images are public, if there's too much sensitive information in them, please tell me/delete them and I'll do some painting.

[Shishir99]

This is another scam accusation thread to attempt to milk the casino. I always feel like the player should be responsible for their own actions, not the casino. If a casino doesn't allow players to create an account on its website, that gambler will find an alternative and gamble there. So, it doesn't make much difference if they play on a existing casino where once they self excluded or they find a new casino and create an account to play there.

BetBolt doesn't have a good background here. They delayed the signature payments and multiple times delayed paying the players. They are not too active when it comes to support. I don't think you are going to get any response from them. But good luck with your scam accusation.

[FirstComingOfTom]

Definitely, casinos have no responsible gambling responsibility whatsoever. Thanks for your input.

Looking forward to other insights you might share.

[FirstComingOfTom]

Willing to give the person who's able to help me $100 in crypto if I'm paid back with their help!

If this is not allowed, please delete.

[Shishir99]

Willing to give the person who's able to help me $100 in crypto if I'm paid back with their help!

If this is not allowed, please delete.

If you cannot get it by your own, no one would be able to help you. Or better to say that if a casino decides not to pay you, you cannot get it back even if you file a lawsuit. I would have recommended a person to reach if this were a straight scam accusation thread. That guy reaches the casinos and helps players get their money back, and he does it for free. But your case is different. You choose to gamble and lose your funds and now you are complaining because you lost the funds.

I am pretty sure you wouldn't be there if you had won some money and enjoy your session. So, this is kind a different type of scam accusation thread. But you can try your luck by reaching holydarkness to see if he can help. You don't have to do anything. I already mentioned his name and I believe he will show up once he check his notification bot.

[Beparanf]

I'm just wondering why the refund is taking so long. I was promised it, and yeah, I don't know what the hell goes on in these casinos, I don't know how things work. But I figured a week would be a long enough time to get a refund sorted. The sooner this happens, the sooner I can install anti-gambling software on both my pc and phone. Not to mention seek help for my damn addiction.

They even delay the distribution of rewards for their tournament here in the forum for many months despite knowing that many user already showing concerns.

On your case I believe same is happening. They are still evaluating if they will pursue the refund despite they already promised it to you. I will understand the delay if they don’t acknowledged the refund since they can use an excuse for still evaluating your case because you are the one that ask them to bypass self-exclusion.

[FirstComingOfTom]

I'm just wondering why the refund is taking so long. I was promised it, and yeah, I don't know what the hell goes on in these casinos, I don't know how things work. But I figured a week would be a long enough time to get a refund sorted. The sooner this happens, the sooner I can install anti-gambling software on both my pc and phone. Not to mention seek help for my damn addiction.

They even delay the distribution of rewards for their tournament here in the forum for many months despite knowing that many user already showing concerns.

On your case I believe same is happening. They are still evaluating if they will pursue the refund despite they already promised it to you. I will understand the delay if they don’t acknowledged the refund since they can use an excuse for still evaluating your case because you are the one that ask them to bypass self-exclusion.

Yeah, I read the last few pages of their topic. They seem to be doing better, so I'm still holding out hope. Or a hero. Either way, I'll keep this updated.

[Beparanf]

I'm just wondering why the refund is taking so long. I was promised it, and yeah, I don't know what the hell goes on in these casinos, I don't know how things work. But I figured a week would be a long enough time to get a refund sorted. The sooner this happens, the sooner I can install anti-gambling software on both my pc and phone. Not to mention seek help for my damn addiction.

They even delay the distribution of rewards for their tournament here in the forum for many months despite knowing that many user already showing concerns.

On your case I believe same is happening. They are still evaluating if they will pursue the refund despite they already promised it to you. I will understand the delay if they don’t acknowledged the refund since they can use an excuse for still evaluating your case because you are the one that ask them to bypass self-exclusion.

Yeah, I read the last few pages of their topic. They seem to be doing better, so I'm still holding out hope. Or a hero. Either way, I'll keep this updated.

Try to keep updating the ANN thread with your issue since they are now improving their customer relationship on their ANN thread ever since they fixed the issue.

You have a valid reason for doing that since they already promised you a refund through their support mail.

Actually, I’m surprised that they decided to refund you instead of making some excuse to avoid payment. Maybe they are now playing the waiting game with you so be patient with them.

[FirstComingOfTom]

I'm just wondering why the refund is taking so long. I was promised it, and yeah, I don't know what the hell goes on in these casinos, I don't know how things work. But I figured a week would be a long enough time to get a refund sorted. The sooner this happens, the sooner I can install anti-gambling software on both my pc and phone. Not to mention seek help for my damn addiction.

They even delay the distribution of rewards for their tournament here in the forum for many months despite knowing that many user already showing concerns.

On your case I believe same is happening. They are still evaluating if they will pursue the refund despite they already promised it to you. I will understand the delay if they don’t acknowledged the refund since they can use an excuse for still evaluating your case because you are the one that ask them to bypass self-exclusion.

Yeah, I read the last few pages of their topic. They seem to be doing better, so I'm still holding out hope. Or a hero. Either way, I'll keep this updated.

Try to keep updating the ANN thread with your issue since they are now improving their customer relationship on their ANN thread ever since they fixed the issue.

You have a valid reason for doing that since they already promised you a refund through their support mail.

Actually, I’m surprised that they decided to refund you instead of making some excuse to avoid payment. Maybe they are now playing the waiting game with you so be patient with them.

That's what I was thinking. I have it in writing twice, once email and once live chat, that my payments will be reverted, so yeah. Going to be patient and ask them every so often what the status is.

Will update the announcement thread too.

@Shishir99, I'm not going to quote your message cause I don't know how And I don't want to have two messages in a row. As the casino has twice promised to revert the payments due to failed self-exclusion, I've moved on from the 'is it a fair refund or not'. I believe it is, there are many who agree, many who disagree. Ultimately, both the casino and I agree. I just hope they stick to their word.

And of course, if @holydarkness can help, I'd be forever grateful and the offer of $100 still stands.

[holydarkness]

I don't think I can do much, as betbolt is not within my reach and I don't have any of their contact. However, if what's below is true, it is extremely concerning and I would really chase them for a clarification. For that, OP, do you happen to have an exact transcript instead of a .txt that... I believe you'll understand if I say its authenticity is rather questionable:

[FirstComingOfTom]

Alas, I do not. I merely downloaded the transcript from their website after I had the conversation, I didn't print screen, but the fact that Maximus promised to revert the payments and also apologized gives it validity, I believe.

I'll keep chasing them anywhere I can, hoping they'll not only refund but also just never suggest anyone make a new account after self-excluding permanently due to addiction. Thank you for your input.

[khaled0111]

I'm aware that these images are public, if there's too much sensitive information in them, please tell me/delete them and I'll do some painting.

You can start by redacting the second screenshot from the PM/Chat Logs  to hide your email address.

This is another scam accusation thread to attempt to milk the casino. I always feel like the player should be responsible for their own actions, not the casino.

That’s the first thing that crossed my mind, but after giving it a second thought I realized that the casino bear some responsibility and they are at fault too.
Any reputable casino that takes gambling awareness seriously would never send promotional emails to sef-excluded customers and it would definitely never suggest them to create a new account to bypass the exclusion.

[holydarkness]

Alas, I do not. I merely downloaded the transcript from their website after I had the conversation, I didn't print screen, but the fact that Maximus promised to revert the payments and also apologized gives it validity, I believe.

I'll keep chasing them anywhere I can, hoping they'll not only refund but also just never suggest anyone make a new account after self-excluding permanently due to addiction. Thank you for your input.

I see. Let me try to get in touch with them and invite them here. But, I can't promise you things, as you're not also 100% clean here. You know you have a problem and you came and "colluded" with them. To  be clear, my aim is to straighten the narrative about their suggestion, not to get you refunded. But if you get refunded in the process, then good.

[Shishir99]

That’s the first thing that crossed my mind, but after giving it a second thought I realized that the casino bear some responsibility and they are at fault too.
Any reputable casino that takes gambling awareness seriously would never send promotional emails to sef-excluded customers and it would definitely never suggest them to create a new account to bypass the exclusion.

Correct. The casino has some responsibility. I also think the casino shouldn't send promotional emails to a customer who has self-excluded from their platform. But as I mentioned in my previous post, most of these cases are here to milk the casino. The player knows that they are doing it wrong, but they still do it with the hope that they will be able to make some money. Once they lose, they return to reality and extort the casinos.

As you can see, BetBolt doesn't have a very good reputation here. They even delayed the signature payment to their campaign manager, which was completely unprofessional. I don't see they are coming for this thread and solve it.

[FirstComingOfTom]

Alas, I do not. I merely downloaded the transcript from their website after I had the conversation, I didn't print screen, but the fact that Maximus promised to revert the payments and also apologized gives it validity, I believe.

I'll keep chasing them anywhere I can, hoping they'll not only refund but also just never suggest anyone make a new account after self-excluding permanently due to addiction. Thank you for your input.

I see. Let me try to get in touch with them and invite them here. But, I can't promise you things, as you're not also 100% clean here. You know you have a problem and you came and "colluded" with them. To  be clear, my aim is to straighten the narrative about their suggestion, not to get you refunded. But if you get refunded in the process, then good.

Thank you.

[A_betbolt]

Hey Tom,

Let me shed more light on this case from Betbolt’s point of view. While the statements I’m about to make are not meant to accuse the user in any way, these are important points to consider.

The user created an account and played, then later requested us to close the account. The account was closed accordingly. After that, the user asked to reopen it, which was not possible, so he was advised to create a new account. The user created a new account, played again, lost his funds, and then went on to blame us for the loss. It appears the person may be attempting to frame this situation as a responsible gambling failure. Again, I’m not making any direct accusations, but these are factors that must be taken into account.

It's also important to understand that had the user won money, we likely wouldn’t be seeing any such complaint. We offer fair games from industry trusted providers that ensure transparent and fair gameplay.

In this case, I want to clarify that Betbolt is a No-KYC casino, which makes it difficult to verify the identity of users across multiple accounts. This case requires further investigation, especially considering the possibility of collusion betting, where a user places opposing bets from different accounts and later claims losses from one side. The user was actively playing roulette and betting on sports, games where such strategies can be used.

Lastly, I want to emphasize that we never "owed" the user anything, nor did we intend to "scam" the user. This scam accusation is completely baseless, and I’d appreciate you staying connected with our support team if you have any further concerns.

[FirstComingOfTom]

See, this is what I was waiting for. For over a week I was told that the payments would be reverted, I just needed to be patient. But finally, something else.

I understand you're a no KYC casino, but I notice there's ip addresses that show which accounts are logged into by whom. I assume you can see those two, which would show you I'm the only one behind those two accounts. And indeed my only two accounts on BetBolt ever, but more on that later.

I was indeed advised to make a new account. If you don't see that as a responsible gambling faux pas, I'm sorry, we disagree on that. If you're serious about that Anjouan licence, you should be serious about RG, too.

I feel you owed me the reverting of payments the moment Maximus emailed me and told me my payments would be reverted, no?

And lastly, the further investigation considering the possibility of collusion betting: good. Thanks for explaining it to me as I wasn't sure what it meant, but I understand now. I never had two accounts at the same time running and my only accounts were the original one I excluded back in June and Th3Tommay. I indeed played roulette and sports, so I understand the investigation, but am not worried. I can hardly have bet on the same outcomes if my accounts were over a month apart, no?

Thanks for your input, Arj. I appreciate it. Eager to hear more once there is more

(Also I'm aware I showed a screenshot with my email, but the worst that can happen is being signed up for Pornhub or something. I'm okay with that.)

Edit: also, while this isn't a typical scam where a withdrawal isn't being paid in time, I feel like once the reversal of payments was promised, as it has been twice now, once via email and once via live chat, and after that I don't hear anything for a week, it becomes a lil suspicious and scammy.

Anyway. My two cents, is what they call that I think. Thank you again, Arj.

Edit 2: sorry, I suck at posting. I assume I'll hear something once the investigation is over, is this correct? I asked this question in live chat too, but they seem to be ignoring me.

[khaled0111]

The user created an account and played, then later requested us to close the account. The account was closed accordingly. After that, the user asked to reopen it, which was not possible, so he was advised to create a new account. The user created a new account, played again, lost his funds

Thank you for taking the time to respond here and try to clear things up.
I'm not going to talk about the possibility of cheating as this case is still under investigation, but do you think it’s OK for your support agent to advise a problem gambler whose account has been self-excluded to create a new one to continue gambling?

It's also important to understand that had the user won money, we likely wouldn’t be seeing any such complaint.

If you hadn’t adviseed him to create a new account then we wouldn’t be seeing this complaint.

I think the best course of action here is to refund the user his original balance and permanently close all his accounts and any other account he may open in the future. jmo.

[FirstComingOfTom]

Not entirely sure what's going on now. I asked support about the 'collusion betting' investigation, but they're ignoring me. I asked the community manager about the case, and despite being shown the email where Maximus said I'd get the payments reverted, we had a discussion on whether or not a casino has any responsibility on responsible gambling. "Like you have to understand that this is not our fault that you have deposited money", despite the support agent telling a gambling addict to make a new account. Of course, the "would we ask for a refund of your wins if you had won" also made its stunning return. I asked him if the case is closed as far as he's concerned, but no clear answer. And nobody seems to be able to tell me anything about this investigation.

Which begs the question, they know I'm a gambling addict, so if they weren't going to refund me in the first place, why have I been able to access my account for the past week and a half? So I can deposit and lose more, probably.

[AHOYBRAUSE]

Unfortunately I see several issues with the reply from the Betbolt rep.

The biggest one is the contradiction with their own TOS which state:

3.2 You are allowed to have only one BetBolt account. If you attempt to create multiple accounts, all such accounts may be blocked, suspended, or terminated.

So if you guys take this rule in any way serious, how can a customer (gambling problem or not) be advised to open another account? Doesn't make a lot of sense.

Another big thing in the rules is:

6.5 BetBolt also offers self-exclusion tools. This allows you to suspend access to your account should you feel you are at risk of developing a gambling problem. Please contact support via live chat, and they will discuss with you the best course of action (time period, advice etc). Our support staff have received Safe Gambling training and are able to detect early signs of addiction, if they detect such behavior, they may reach out proactively to discuss with you.

So where was the training in this case? Forgotten?