What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

bet-at-home Casino - Account and €12,572 winnings locked without any explanation

UNRESOLVED
Complaint Info
Disputed casino bet-at-home Casino
Reason Declined payment
Amount € 12572
Posted on January 26, 2018

I was a customer of bet at home casino since June of 2016 and before Christmas on December they emailed me their Christmas promotion for which i made my deposit on 20/12.I played my favorite video slots and i was lucky enough to win 12572 euros.i asked to withdraw a part of my winnings and in order to process my withdrawal they asked me to send them a copy of ID,passport or driving license.Just after i read the email i used their webpage and i uploaded them my identity card both sides and with all four corners visible following the instructions of the email.One day later i received an email from the casino that my account was successfully verified and after that at the same day i received another email asking me for a copy of a utility bill as long as with a picture of me holding my identity card next to my face.I sent them both with an email.Afterwards they told me to send them my utility bill in a better quality photo.I took a new photo with better quality and i emailed it again.Then next time i tried to log in my account out of the sudden i received a message that my account is locked.I contacted them using live chat and they told me that they had no further information for me.After they closed the chat they sent me an email saying that my betting account is locked and will not be opened again and that bet at home reserve the right to close my betting account at its sole discretion based on the terms.this email also said that the agreement between me and the casino is terminated and that their customer service can no longer provide me support.I emailed their verification department asking to inform me what happened, to give me details and why they took that decision but unfortunately i never took a reply.It is obvious that the casino does not want to pay my winnings that is why they closed my account without a reason and without providing details and information for this unfair decision .They generally said at their last email that their terms give them the right to lock my account without any excuse but i honestly never acted against any of the terms.I am totally disappointed from their unfair behavior and from the fact this casino never gave me a reason why they closed my account.When a player happens to win they do not pay by just saying that the terms gives us the right to lock your account,so simple.I hope that someone will reply from their verification department and will provide detailed information regarding my account.

AskGamblers
Posted on February 1, 2018

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

bet-at-home Casino Complaints

  • 6 of 20 resolved
  • 2 days avg response
  • 2 weeks avg complaint life
  • 2,793 USD avg amount

Have trouble with bet-at-home Casino?

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy