Sounds like bitbet is taking advantage of it's customers. I don't see how it's possibly justified to just keep all 10 bitcoins, it's still slimy and unprofessional even if it is in the FAQ. And if the service is in fact notoriously inept, then the blame for that still falls largely on the service and not the customers who get taken like suckers. The thing to do as I see it is to alert other customers to the service's shadiness and urge the service to resolve the situation and improve their policies. Chastising the customer for getting taken doesn't really help.