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bet-at -home Casino - Blocked account without explanation after withdraw and verification

UNRESOLVED
Complaint Info
Disputed casino bet-at-home Casino
Reason Declined payment
Amount € 1013
Nikki1 Croatia
Posted on March 6, 2019

Dear AskGamblers,

I have a problem with Bet-at-Home( in future reference BAH ), they completely shut me down.

Before 11 days I played Reload Bonus (which they send me on email) and I won some money, exactly 1013 Euro.I played slots, my favourite Jack Hammer.
Before 8 days, collected all requested documents and sent them to BAH, also uploaded them. (my id, bill and screenshot of Neteller)
A day after I got email from BAH where they request from me new photo of bill and ID. I did not understand what is wrong with already-sent photos, so I contacted live support on BAH.That was their response: "yes, we have received your documents and I will have to contact the responsible department about it and we will get back to you via e-mail".
Only one day after, before 6 days, without any explanations and proofs I got this email:
"Hello XXX,
Thank you for your enquiry.

We would like to inform you, however, that due to a decision of our security department your account was locked and will not be unlocked. Please note that, according to our general terms and conditions, bet-at-home reserves the right to close an account at its discretion or to unilaterally set game or winning limits, or to completely or partially exclude the player from products or services.

Your account will remain closed. Please be informed that the gaming contract between you and the company is, therefore, terminated and we cannot assist you any further."

I was shocked, did not know what I did wrong. After checking bonus terms again and I am sure that I played by their terms.
When I try to contact them on live chat - they immediatelly ban me from chat( "You have been banned from the chat." )

Can not believed that casino can act like this, can stole my money without any explanations, after I deposited few times for a couple of years (I made my account long time ago on BAH) and have all trust in it.
I hope this is some bad joke or a mistake from there side, because I did nothing wrong.
I am so confused, sad and dissapointed.

Please help confused, sad and dissapointed player to get money back.

bet-at-home Casino Complaints

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

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