A BetCas Sportsbook player has submitted a complaint involving an unpaid €19,500 balance. He has given a detailed account of his history with BetCas to SBR and hopes that progress will be made on his complaint.
The dispute is centered around an investigation that was reportedly underway after the player allegedly violated their T&C's.
The player registered with BetCas April of 2014 and accepted a 100% sportsbook bonus on a deposit of €100. He busted out - meaning he lost his balance - and was done playing with BetCas for the next few weeks.
He then decided to redeposit €500 again for a different bonus incentive, but again lost his funds after making an all-in wager.
Player accepts "crazy" bonus, runs balance up
Finally, the player deposited €500 in June of 2014 for what he describes as a crazy bonus of 400%, or so he thought, offered for the World Cup. He deposited €800 and received a €3200 bonus; his wagering requirements were such that he had to bet within the odds range of 5 to 8, or from 6 to 1 to 9 to 1. The rollover obligation was 14X the deposit plus bonus.
He claims to have rolled over the bonus in 25 days and had €23,000 in his account when all was said and done. Due to a tax situation in his country of residence, he decided not to request a withdrawal until October. In the meantime, he continued to play and his balance ended up at €19,500 by the time he requested his first payout request on October 20.
BetCas suspends player's account and begins investigation
Within one day of his first payout request, BetCas suspended the player's account and provided the following comment via email:
BetCas Sportsbook: "Firstly, we would like to apologise for the inconvenience that this may have caused you. Unfortunately, your account is temporarily suspended due to violation of our terms and conditions. We are currently investigating on your account.Surely, we would notify you immediately once we receive any updates in your account. In the meantime, we kindly ask for your patience."
At this point, the player became panicked and sent an email four days later. He was told the following:
BetCas Sportsbook: "Unfortunately, the investigation in your account is not yet done. We understand that inconvenience that this may have caused you. We are doing our best to finish this as soon as possible it is just that there are some instances that the checks may take longer than usual to be completed. We promise to notify you immediately once we receive more updates in your account. In the meantime, we kindly ask for your patience."
The player maintains his innocence, pointing out that he adhered to every letter of the strict rollover requirement, teltling SBR the following: "I have rolled over the bonus very strict and fair, always bet odds between 5 and 8, so its impossible that i have violated the (bonus) terms.
So this is absolutely ridiculous and I don't accept this. Hope you could inform them and tell you more about my suspended account. Before betcas i was member of bwin and never had problems with withdrawals but the odds were better at Betcas."
Sportsbook Review is following up on his complaint.
Previous BetCas cases
Sportsbook Review reported on November 16 that a BetCas player indicated a €1223 balance was in limbo. This complaint remains outstanding.
On September 1, SBR reported that a player was told that he had peculiar browsing patterns and that his £4000 balance was confiscated following a withdrawal request in July. The player submitted that it was his mobile roaming and 3G network activity that may have got him in hot water with BetCas.
BetCas Sportsbook players with sportsbook feedback are encouraged to write to SBR at email@example.com or to file a sportsbook complaint.