[ksot]

I had a look at Betonline's welcome promotions after seeing them rated so highly here and landed on their casino's video poker match bonus. It is a 100% match up to $1000 with a hefty 100x wagering requirement. Most of the games they offer have terrible paytables, but I found one diamond in the rough a little over 99% payout and figured that made it worth stomaching the variance of video poker and giving it a shot. I made sure to check all of their terms and conditions thoroughly and not once anywhere did they mention that certain VP variations would be restricted. But of course once they had my $1000 I quickly learned there is a specific dropdown box of allowed video poker games under the bonus, all with the horrific paytables that make it a losing proposition.

I tried to explain to them how they are employing a classic bait and switch tactic but I've just been met with empty apologies and CS reps who can't comprehend what I'm saying. I tried talking to a manager on the phone about it but they wouldn't let me. At the end of the day they are insisting I either have to play through my deposit or pay them a fee to cash out. I just want my money back as I was clearly mislead by their bait and switch.

I tried to post a review about it on this site a week ago but for some reason they are not posting it? What do I need to do to have my review added? It's only fair to let the public know when they do something wrong.

[SBR Forum]

Hi ksot,

Welcome to SBR Forum. This is the first post we see from your account. From what you've shared, the dropdown box listed the wagering requirements/exclusions. It is not uncommon for certain casino games to not be counted toward rollover, the same as some books not counting ML wagers over a certain price toward rollover. We've passed along your feedback that you feel the terms were not displayed prominently enough.

If you send your account # to help@sportsbookreview.com we can make sure your specific case is reviewed.

[ksot]

Thanks a lot I will do that now. I agree that it is not uncommon for certain games to not be counted, but in all my years of playing at online casinos the excluded games were always stated clearly in the terms and conditions somewhere. Their terms make it sound like any and all of their video poker games would count. Any rational person would certainly come to that conclusion after reading them. The responsibility falls on them to warn people about excluded games before they get their money, as has been the industry standard for as long as I can remember.

Is this the biggest deal in the world? No. But it still irks me that their false advertising is going to cost me money and I don't know how any A+ rated bookie can not immediately see the error of their ways, apologize, pay me in full, and fix their fraudulent terms and conditions which they STILL haven't even done.

[SBR Drew]

Have you sent this in ?

[ksot]

Sorry sorry got sidetracked by poker just sent it now.

[ksot]

Update: They originally told me I could pay a $25 fee to bypass the rollover requirement, which I protested, but was definitely told several times by several "account managers" there I could do. So I'm headed to WSOP soon and need all available funds so I decided to bite the bullet and take what they'd give me for now, and go figure they cancelled the withdrawal and are back to telling me I have to complete and rollover and apparently have no record of the numerous times they told me I could bypass it for $25. Absolutely unreal company!

[SBR Drew]

Was this on Live Chat...do you have a screen shot or proof of this conversation?

[JoeCool20]

LOL The sheit that these places do is absolutely incredible to me! Get ready for some people on here to side with the book and tell you that it was YOUR fault! LOL

But hell, after all, those places need all the help they can get don't they?! LOL UGH!!

[dlowilly]

I will say it again

You will encounter plenty of shady practices, questionable situations, and frustrating disputes playing at BetOnline, and you will always come out on the short end. ALWAYS

[TT22]

Their customer service is by a country mile the worst in the industry and this is an industry where CS is generally not good anywhere. It's quite an achievement. It's like their staff is deliberately trained to goof around customers.

You need to try to get a manager to sort this out, otherwise it won't happen, even if you're 100% right and show them the evidence, they'll just keep telling you 2+2=5.

[robbypark]

I actually have the same question a TC when it comes to reviews? Why are certain reviews for the different sites not posted or not showing up on the page? Are the reviews selectively chosen so that the sites have a certain user average?(I sure hope not)

[SBR Drew]

We are still waiting for the complaint form.

[ksot]

Update: I directly replied to one of their emails where I was told about the $25 fee and that finally got the trick done and I have my money - the $25 they kept now. I would still obviously like to hear what they have to say about it if that's something that actually happens here.

Sorry Drew, was I supposed to fill out a complaint form somewhere? I am new to this process and don't know how it all works. Please link me.

I definitely would like to have my review of them posted, at any rate. What is the policy on those, how come they don't go up automatically? Makes me skeptical of the fact that the ones here are mostly positive.