bet-at-home Casino - Refusing to pay

UNRESOLVED
posted on March 13, 2016.

I deposited to bet at home using paysafe cards i played some, won some, withdraw my money three times without a problem. Now for the forth time i again deposited using paysafe card won some money and when i wanted to withdraw they asked for my id card. So i gave them pictures of it and they said it was ok and then they asked for my paysafe receipts which they didn't ask before. I told them i threw them away when i deposited money. i thought since they didn't ask for them when i deposited money that they don't need them. And in their therms they do not state how long do i need to keep my receipts or in which phase (deposit or withdraw) are receipts needed. I assumed that they are going to ask for receipts when i deposited money since that is the most convenient time to do so because I'm copying the pin of the receipt into the pc and i could give it to them without a problem and this situation could be evaded in whole. Now they locked my account and they keep repeating themselves that can't pay me my money without receipts. So i guess that they are just gonna stole my money just because i threw my receipts away.

posted on March 17, 2016.

Hi Bruno,

this is Steph from bet-at-home.com speaking.

I just read your complaint and would like to ask you to direct this request directly to our service team. You can reach them via email: [email protected] They are happy to help you in this matter.

If there is anything else we can be of help, simply let us know.

Thanks,

Steph

posted on March 17, 2016.

They wrote "Only paysafecards bought in legal selling places are allowed to be used in betting accounts. Said places also provide copies of the receipts, should you no longer have them."

and then I phoned to the place that sells paysafe cards and they told me that they are going to need exact date and time of purchase. Unfortunately I don't remember the exact time of my purchase.
And i told your service that and asked them for advice but they just keep repeating the same again and again. So i feel that they either can't or just won't help me.

Every time i try to explain to them that i THREW my receipts away i keep getting this email:

"Hello Bruno,

Thank you for getting back to us.

As we have already informed you, we require the receipts of the paysafecards you used to deposit in your betting account.

Only paysafecards bought in legal selling places are allowed to be used in betting accounts. Said places also provide copies of the receipts, should you no longer have them.

Without the receipts, we are unable to help you any further.

Best regards,

Your bet-at-home.com team"

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