bet-at-home Casino - Payment refused, account locked, no justification provided

UNRESOLVED
Trac Thang Dai Germany
posted on August 25, 2016.

I've been a member of bet-at-home casino since 2014 and this is the first time i've won anything at their casino. I deposited at the beginning of August and won big ( 7592 eur to be exact) . I've sent the documents requested by them and i've been waiting for my payment, however i did not receive it or heard anything from their part so today i decided to log into my account to ask what's taking so long. Account was locked and the chat operator told me they haven't heard from the verification team and that i should wait for an e-mail. I've received an e-mail stating that i've breached term G5 (actually it was i.5 but they typed wrong in the e-mail so i checked for myself) .
This is what the term says :
When registering, the customer undertakes:

to register with a complete and correct first and last name;
to register with the correct residential address;
to register with a valid e-mail address;
to register with a correct landline number/mobile phone number.
All of the above are correct on my account except my phone number which i've changed a year ago and forgot to update it on my bet-at-home profile. They refuse to talk to me on chat now, immediately when i get on chat and say what is my account number all they do is copy/paste the i.5 term and close chat. I am disappointed and wanted to share this with fellow gamblers.

posted on August 30, 2016.

Hello Trac,

thanks for your message and your feedback.

Kindly excuse any inconvenience. To identify the problem behind, I have to know a few more details about you and your betting account.
Please feel free to contact me via [email protected] and I will try to solve this case for you.

I am really looking forward to your message!

Best regards,
Steph from bet-at-home.com Affiliates

Trac Thang Dai Germany
posted on August 31, 2016.

Hello Steph,
I suspect the problem being the fact that I haven't updated my phone number on my account and when i won big, bet-at-home saw it as an opportunity to refuse payment. I will answer any of your questions, just ask.

posted on September 2, 2016.

Hello,

thanks a lot for your reply and coming back to me.

I would appreciate it if you could send me your betting account number via mail to [email protected], so I am able to have a look at the problem.

I am really looking forward to hearing back from you!

Have a nice weekend!

Best regards,
Steph from bet-at-home.com Affiliates

Trac Thang Dai Germany
posted on September 5, 2016.

Hello,
I have sent you an e-mail with my account number

posted on September 5, 2016.

Hello,

thanks a lot.
I will have a look at your betting account and contact you via mail.

Have a nice day!

Best regards,
Steph from bet-at-home.com Affiliates

Trac Thang Dai Germany
posted on September 8, 2016.

Hello Steph,
I'm waiting for a reply. Thank you