Betonline refusing to pay, or give bonus records

[bigslick7878]

So I guess about a year ago (Jan 6 2012 to be exact)I deposited $500 into betonline.ag, and got a bonus or some shit. I am pretty sure I got the "free" extra $100 and got another $50 along the way for some other bullshit, can't remember what. Either way my "rollover" number was $3750 (650x6). When you log into your account there is a "rollover calculator" that is displayed at the top of the screen so you can track it.

I tried to cash out about 6 months ago without realizing this, and they told me about the rollover and sure enough I was only at like $2300 out of the $3750 needed. So I said fine whatever, NFL season is coming up I will be firing off lots of bets so I will clear it eventually. Sure enough about a month ago I cleared it, and tried to cash out about a week before the Super Bowl. I wathed it go up after every bet, until I crossed the $3750.

I got this email in return after I submitted the request for payout:

Jan 21,2013 11:32am

Hi xxxx,


This is Sophia from Customer Support.


The following email is in regards to your wire Payout Request which unfortunately has been cancelled as you must provide the complete bank's physical address, including: Street address, City, State and Zip code . Please resubmit your new request including that important information.

Be also informed that we offer a $50 fee discount once every thirty (30) days on Friday's ONLY (request must be placed on Friday). On your next request, if you would like to take advantage of this discount please make sure it's Friday and when making your payout request place in the comments area the note informing you wish the discount.

Thanks for your time and have a great day!

Should you require further assistance or information, please contact us by replying to this email or initiating a Live Chat.

Sincerely,
Sophia London
Player Services Department

Betonline

We have generated a support ticket to help us track your inquiry. Your ticket code is LTK58501577075X. Please use this code in any further communication.



So apparently I didn't put the proper bank address in, which is complete bullshit but I said whatever these bastards are just trying to penetrate with me. Let me put in the right info and re submit the payout request. I did so, and got this email right away after submitting again:

Jan 21. 2013 11:37am

Reference number: LTK58501577075X - Please use this ticket number in any correspondence with us.

Subject: Payout Information (LTK58501577075X)

Hi Paul,

This is Sophia from Customer Support.

While reviewing your account we noticed that you asked for two Bank Wires. Note that you can only request one wire every 3 business days.

Both requests were cancelled, the first one because of missing the banking information I mentioned on the previous email, and the other one because of the 3 business days between each wire.

Thanks for your understanding.

If you have any other questions or require further assistance, please do not hesitate to contact us.

Best Regards,

Sophia London
Player Services Department

BetOnline,

So now I can only request a wire every 3 days, and that request for payout is canceled as well! Notice what is NOT mentioned in either of those emails, me not being over the rollover amount (which SURELY would have been mentioned like it was the first time I requested a payout and wasn't over it) because I was by a long shot. When you clear the rollover amount the "rollover calculator" disappears from your screen, as it did with mine when I crossed over the $3750. I don't even have a "calculate rollover" text when I log in (0/0 now), because obviously is was crossed and null and void at this point.

So I am like OK, well I got a some money on the Super Bowl why don't I wait until afterwards to cash out since I am not really pressed for the money right now. Super Bowl goes down, I win all my bets except one and I am now up to about $1600 in my account, rollover has been long gone now for about a month. Finally get around to requesting another payout yesterday, and when I try to submit it what message comes up?? You haven't hit your rollover amount sorry you can't cash out!

So I call these dumb mother@#$%^rs and talk to a guy, he puts me on hold for about 20 minutes while he is "checking into" the matter, and finally comes back and tells me go ahead and try to cash out now he fixed it. Tells me to log out, and log back in and it will work now. I ask about the 3 days rule or whatever and he says no no don't worry about it it will work now.

Sure enough, I log out and log back in, re submit the request and it actually goes through. (Before when I hit submit on first request it won't even let me get off that screen because the rollover message comes up blocking it)

So now I am like great, finally got it through, good shit and then I get this confirmation email:

Feb 8, 2013 3:46pm

Dear XXXX ,
This email confirms our receipt of your payout request via wire for the amount of xxxx.xx USD at Bet Online for your Account ID xxxxx. We will review your request shortly and you will be notified by email when your payout has been processed.

You can cancel payout requests before they are authorized for processing, by logging into your account and accessing the cashier/banking center or by contacting Customer Services.

We thank you for your continued business and are always available if you should have any questions.

Website: http://www.betonline.ag
Email: cashier@betonline.ag
Phone: 1-800-977-4717

Thank you for your patronage.
-The Staff at Bet Online-

2183952

Then I get this email:

Feb 8, 2013 4:27

Hi xxxx,

This is Dicky Curtis from Betonline,

Thank you for your payout request. We apologize for any inconvenience this may cause,

Your payout has been cancelled since the special freeplay bonus requirements have not been entirely met.

Your account was previously awarded with $50.00-$25.00 special freeplay bonus 6x rollover, the terms and contitions of these bonuses states that in order to cash out a deposit of $50.00 for each one of the bonuses used had to be made as well comply with the rollover.

A rollover is the amount in action that you are required to play before being able to cash out, so far you have complete this amount so in order to cash out you just need to make a deposit of $100.00 1x rollover as you used two special freeplay bonuses.

Please know that if you decide to deposit with a CC you will be asked for the following information:

Picture id, back and front of ************ used to deposit along with the authorization agreement to documents@betonline.ag. Please contact us after you have send it to make sure that it was received. You can find the authorization agreement by logging into your account, in MY ACCOUNT tab, then go to Deposit Funds, and click on the Authorization Agreement link below the CC deposit option.
If the address you have registered to your account is different to the one shown on your photo ID we will also require a utility bill or bank statement dated within the last 3 months confirming the address you have registered to your BetOnline account.

Keep in mind you are entitled to a $50.00 discount once every (30) days, on the payout method of your choice if requested on a Friday. If you would like to take advantage of this discounted or fee-free payout please specify this when making your payout request.

Thank you very much.

Should you require further assistance or information, please contact us by replying to this email or initiating a Live Chat.

Sincerely,
Dicky Curtis
Player Services Department

Betonline

We have generated a support ticket to help us track your inquiry. Your ticket code is LTK58501593928X. Please use this code in any further communication.

BULL. SHIT. So now I am f@#$%^g pissed. I cleared their rollover amount, and notice how there is not one detail in there about where my account is at, how they arrived at "their" numbers" or anything. Remember this account is like over a year old, and I have made HUNDREDS of bets over that time to clear the rollover. And again, there is a rollover counter at the top of the screen when you log in that shows exactly how much you need down to the penny to cashout. That disappeared when I crossed over the $3750 as I said before and went to 0/0 where it remains to this day.

And remember, when I requested the other 2 earlier payouts did they say anything about me not hitting the rollover yet? No, they made up some bullshit excuse about me not typing in the bank address right.

So I fire off this email:

My rollover was $3750 and I cleared it. The counter at the top if my screen disappeared when I did about a month ago. I called and confirmed this before I requested the payout, just to make sure.

You must be making an error on your end. Please process my payout. This constant bullshit IS an inconvenience, a major one.


On Feb 8, 2013 4:27 PM, "BetOnline Account Management" <cs@betonline.ag> wrote:

Got an automated response right afterwards:

Dear xxxxxx,

Thanks for contacting BetOnline.

Apologies for the automated response but we have received your inquiry and are assigning it to an Account Manager. The average response time is less than 24 hours

To help track your inquiry we have generated a reference number. Your ticket code is LTK58501593928X. Please use this code in any further communication.



.

This was late Friday, so I said I will just wait until Monday to call them and resolve the issue. I was advised email is worthless and will get you nowhere.

Here is a screenshot of my account screen logged in with the rollover calculator displayed...on Feb 9 2013. Post 10

http://pokerfraudalert.com/forum/showthread.php?3942-BetOnline-Steals

(I can't get pics to upload on this site for some reason)

Now remember my calculator has shown 0/0 for the past month or so, never adding any bets I made once I cleared the rollkover about a month back.

Here is where it gets ridiculous.

I call them on Monday morning, and while I am on hold log into my account. Magically now my rollover is 2280.20/3750.00! Now I flip out.

How did this just appear on my screen all of the sudden one day? I raise hell and all of the sudden later in the day it is back to 0/0 again (where it sits now).....amazing!!

Anyway long story short I demand all my records from the past year since I set up the account(they only go back 90 days online), after 30 minutes of going round and round in circles, them not answering my questions and saying "we are right" with not a damn thing to back it up. No details about where the rollover is, how is got there or anything. The guy tells me that my records are "in a file" that has to be approved to send out, and it will take 24-48 hours to get approval. Fine I say, if I don't hear anything in 48 hours I am calling back.

Here is also a recent screenshot showing again, that the rollover says 0/0.

http://pokerfraudalert.com/forum/showthread.php?3942-BetOnline-Steals/page2

I also made a $25 bet on Monday night just to see if the rollover moved or anything (it always does after a graded wager) and it still sat at 0/0 after I lost the bet. No change.

Wake up this morning and find these two emails in my box..

Feb 13 2013 5:50am

Reference number: LTK58501593928X - Please use this ticket number in any correspondence with us.

Subject: Payout request (LTK58501593928X)

Good Morning Paul

Thank you for playing with BetOnline.

This is Erick King from Player Services Department.

Hope you are having a pleasant day!

Thank you for your payout request. We apologize for any inconvenience this may cause,

This is not an error please proceed and fullfilll your rollover and send the proper documents so we can submit your payout request.

Your payout has been cancelled since the special freeplay bonus requirements have not been entirely met.

Your account was previously awarded with $50.00-$25.00 special freeplay bonus 6x rollover, the terms and contitions of these bonuses states that in order to cash out a deposit of $50.00 for each one of the bonuses used had to be made as well comply with the rollover.

A rollover is the amount in action that you are required to play before being able to cash out, so far you have complete this amount so in order to cash out you just need to make a deposit of $100.00 1x rollover as you used two special freeplay bonuses.

Please know that if you decide to deposit with a CC you will be asked for the following information:

Picture id, back and front of ************ used to deposit along with the authorization agreement to documents@betonline.ag. Please contact us after you have send it to make sure that it was received. You can find the authorization agreement by logging into your account, in MY ACCOUNT tab, then go to Deposit Funds, and click on the Authorization Agreement link below the CC deposit option.

If the address you have registered to your account is different to the one shown on your photo ID we will also require a utility bill or bank statement dated within the last 3 months confirming the address you have registered to your BetOnline account.

Keep in mind you are entitled to a $50.00 discount once every (30) days, on the payout method of your choice if requested on a Friday. If you would like to take advantage of this discounted or fee-free payout please specify this when making your payout request.

We do appreciate your business, and we want you to have a great playing experience with us.

Check out BetOnline’s impressive live software, head over to www.betonline.ag/sportsbook and click on the red “Live Betting” button at the top of the left-hand corner of the Bet Menu. Then choose from any one of the upcoming games. Maximize your winnings with BetOnline!

Should you require further assistance or information, please contact us by replying to this email or initiating a Live Chat.


Best Regards,
Erick King
Player Services Department
BetOnline,

Same thing they told me on the phone. We are right, we have nothing to back it up so just take our word for it! How convenient!

Feb 13 2013 6:10am

Good Morning Paul,

Thank you for playing with BetOnline.

This is Kathy from Player Services Department.

I hope this email finds you well!

In regards to the previous request, please be informed that we do not provide this type of information. But are able to view your transactions dated within the last 90 days online. As you log in, look underneath the My Account tab, between the options that are displayed you'll see a tab named All Transactions, you click on it and it will give you the transactions you have made in last 3 months.

We do appreciate your business, and we want you to have a great playing experience with us.

Should you require further assistance or information, please contact us by replying to this email or initiating a Live Chat.

Sincerely,
Kathy Bellamy
Player Services Department

Betonline

We have generated a support ticket to help us track your inquiry. Your ticket code is LTK58501599270X. Please use this code in any further communication.

Oh so now they can't provide the information and history about my account to verify my rollover! I thought it was just in "a file" that had to be approved to go out? I guess not. Surely they have this information because they have to calculate the rollover somehow right? F!@#$%g bullshit.

A rated sportsbook my ass. They are thieves.</cs@betonline.ag>

[wrongturn]

Your account was previously awarded with $50.00-$25.00 special freeplay bonus 6x rollover, the terms and contitions of these bonuses states that in order to cash out a deposit of $50.00 for each one of the bonuses used had to be made as well comply with the rollover.

I think you are "tricked" by the free plays they put into your account. If you didn't pay attention to the detail, and used the free plays, you will be surprised , like you are now, to know that you have to make deposit and then rollover before you can request payout.

[BranchDavidian]

Bigslick: It sounds like they are trying to tell you that you need to deposit $100 to complete the roll-over terms --- not make more bets ( although that $100 deposit will require another $100 bet ).

[bigslick7878]

Those are form emails and don't say anything about my particular case. They are standard responses to anyone that has a rollover "issue" who doesn't understand how they calculate it. I understand fully as far as per bet what goes to it and all that.

I have no idea what you are talking about in regards to the new deposit, and in over an hour of calls on the phone with them they never said anything about that. My total rollover was $3750 from the start. I cleared that a month ago.

If it all it takes is a $100 deposit I would do that in a second, but then of course their rules state I have to wait 30 days to cashout (love it!). But again, if I have to do that I will, but these 3rd world idiots on the phone are clueless and never said one word about a new deposit for a cashout.

Thanks for the response, I appreciate it. Any other info would be helpful.

[bigslick7878]

Update - Just got a call from JG from Betonline who apologized and is now processing my payout.

He was extremely helpful and said he would personally see that the request is honored. Waived all fees as well.

They just kept a customer, I was going to clean the account after this mess out but I left a little bit in to keep playing with.

Have to say I am pretty impressed, I thought I wasn't seeing that money anytime soon from the responses I was getting from other people who apparently didn't know anything.

[relaaxx]

Update - Just got a call from JG from Betonline who apologized and is now processing my payout.

He was extremely helpful and said he would personally see that the request is honored. Waived all fees as well.

They just kept a customer, I was going to clean the account after this mess out but I left a little bit in to keep playing with.

Have to say I am pretty impressed, I thought I wasn't seeing that money anytime soon from the responses I was getting from other people who apparently didn't know anything.

good to hear everything finally worked out and you are getting your money.

[James D]

Update - Just got a call from JG from Betonline who apologized and is now processing my payout.

He was extremely helpful and said he would personally see that the request is honored. Waived all fees as well.

They just kept a customer, I was going to clean the account after this mess out but I left a little bit in to keep playing with.

Have to say I am pretty impressed, I thought I wasn't seeing that money anytime soon from the responses I was getting from other people who apparently didn't know anything.

I think you got a response because you posted it online. Seems like they were Shi**ing on you until you went public.
I am glad you got your money

[mtneer1212]

Let's not start blowing each other yet. Let's see if he actually gets the money in a timely manner.

[James D]

Let's not start blowing each other yet. Let's see if he actually gets the money in a timely manner.

LOL

I think the posting of this thread got him action. I would wager that he will be paid promptly.

[bigslick7878]

LOL

I think the posting of this thread got him action. I would wager that he will be paid promptly.

You would lose that bet, because here we are 3 weeks later and I haven't seen a penny.

[SBR Forum]

Update - Just got a call from JG from Betonline who apologized and is now processing my payout.

He was extremely helpful and said he would personally see that the request is honored. Waived all fees as well.

They just kept a customer, I was going to clean the account after this mess out but I left a little bit in to keep playing with.

Have to say I am pretty impressed, I thought I wasn't seeing that money anytime soon from the responses I was getting from other people who apparently didn't know anything.

It sounds like once you got past the wave of front line CS, a manager was able to take care of you. Often times we suggest players ask to speak to a supervisor right away to save unwanted headache.

It seems a batch of payouts through a certain method had an issue of some kind. This is likely where yours stands, if you don't want to ask to speak to the same supervisor you can also submit your details in a complaint form and we can fetch the updates on your behalf.

[teaz2win]

You would lose that bet, because here we are 3 weeks later and I haven't seen a penny.

Did they every pay you or what was the outcome? Your last post said you hadnt gotten a penny and it had been 3 weeks tack on another month and we are present day. Any kind of update here?

[Courtesywipe]

Are you freaking serious? BOL the same for a few years now in being a very, very bad place to send hard earned money. I just don't understand how they stay in the game??@!??

You would lose that bet, because here we are 3 weeks later and I haven't seen a penny.

[bigslick7878]

Are you freaking serious? BOL the same for a few years now in being a very, very bad place to send hard earned money. I just don't understand how they stay in the game??@!??

I just called to talk to JG the guy I talked to before (he is the manager apparently) and they said he was off today.

They filed a complaint and told me to call back tomorrow when he was there, obv couldn't tell me anything about why I don't have money yet.

I got an email a week ago saying my payment had been processed (after 2 weeks), and waited another full week for the funds because sometimes it takes 3-5 business days to show up in my account. Still nothing.

I was being patient up until today but now I am starting to get pissed again. There is absolutely no reason a g$%^ da#$ wire should take this long. Ever. (not to mention the fact that the money was taken out of my account the minute I applied for the request).

[Triumph]

Betonline will be the next Betislands

[touchback]

Betonline will be the next Betislands

HAHAHahha nostradamus.... hope your not right but if you are then your the shizzle Triumph.

[captrobey]

Wow-i was thinking about depositing $500 here after reading this stuff screw them

[flailing]

Yes, they seem to have had some problems if I recall correctly. Oh well, moving on.

[Hankwins]

the only reason to deposit at betonline is for people that like bonuses, deposit $3600, get a $900 freeplay, more headache than it is worth . they send a p2p prompty and anything for a larger amount such as an 'express check" or wire takes way longer than quoted timeframe.