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BetBright Casino - Account unfairly closed, both winnings and deposit confiscated

REJECTED
posted on February 5, 2018.

I registered on BetBright Casino and deposited £100,00 for the first time, opting in for their 100% matched bonus.

I had wagered 75% of the requirements and was up to about £348,00, when I get a text explaining that my account was temporarily on hold pending verification of documents. They asked me to send a copy of my ID, utility bill as well as a photo of my debit card. All three documents were provided within the hour.

Later on the same day I get the following email:

Dear Elisha,
Thank you for sending your documents.
We are unable to verify your details and a decision has been made to permanently close your account.
Kind regards,

I worringly go onto the live chat and demand an explanation, the chat is unable to assist me and explain that I should reply to the email, I reply asking what other documents do they need and I get the following reply:

Thank you for contacting BetBright.
This is to confirm that we have taken the decision to permanently close your account. As per previous communication, we were unable to verify the validity of the documents received - please also note that an older account under these details already exists. As previously stated, this is a permanent business decision and not subject to change.
Kind regards,
BetBright Security.

First of all, let me assure you that I have never held any previous accounts in BetBright, in fact I have only started gambling little ago, and I would be 100% aware had I signed up to their bookmaker before.

I demand BetBright to either reopen my account or to pay out my winnings and deposit which they have also kept of a £100,00

They are thieves!! I know I have not broken any rules, and I have never signed up with them before, that is a made up lie!

AskGamblers
posted on April 27, 2018.

This complaint has been reopened as per BetBright Casino 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.

AskGamblers
posted on April 27, 2018.

Unfortunately, after numerous attempts to obtain a signed written consent from the player, AskGamblers Complaint Team didn't receive any.

Based on the above, AskGamblers Complaints Team have no other option but to reject this complaint upon submitter's unwillingness to cooperate. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body.

The case is now officially closed.

BetBright Casino complaints

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