Closed account but 'forgot' to refund my deposit

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.

Hello,

I have a problem with bet-at-home account verification. After i won some money in casino my account has been locked and bet-at-home asked for documents. I have sent them all documents regarding my account 4 weeks ago and they stopped responding on my emails that i have sent to verification department and to complaint department on chat they are still claiming that my documents are still in verification process.
Its been more than 4 weeks and my account is still locked. This is very strange behaviour from side of bet-at-home.

I made deposit of 8000 eur and won little over 2000 eur. So i got little over 10000 EUR on my account.

I hope that you can help me.

Best regards

I was contacted by the website to provide some ID including one next to my face ( which I already find somewhat weird), and I provided them with this as well as a passport copy and an updated proof of address. Logged into chat the next day, and was told to wait, and then logged into chat again and was told to wait, and then I received an email containing the following: Hello Majd, Thank you for your sending your dcuments. During the verification process, we noticed irregularities with the documents you provided us with. We would like to inform you that when customers open accounts with us, they are obliged to register with accurate and correct details. Since you breached our General Terms and Conditions (Specifically: 2.2.3 & 4.1), your account will remain closed and your funds will not be reimbursed. Please be informed that the gaming contract between you and the company is, therefore, terminated and we cannot assist you any further. We wish you all the best for your future. Best regards, Your bet-at-home.com team There is no explanation whatsoever to this account closure, and quite frankly, thieving of my money! I have seen on this site that plenty of people have had the same issue with this casino!

Dear Ask Gamblers, On Friday 23 March 2018 I registered an account with Bet-At-Home.com and I deposited £100 and £126 with my Neteller account. I won and have a current balance of £6,000 in my account. When I attempted to make a withdrawal it stated that I am unable to make a withdrawal. When I chatted to support they asked me to send in verification documents which I duly complied and sent. On 24 March 2018 at 08:17am I received this email from bet-at-home.com - Hello Qaisar, Thank you for sending us your documents. So that we can verify your betting account, we kindly request that you send us the following: A new, high-quality photograph of you holding your ID in your hand, close to your face. A high-quality picture of a proof of address which you have recently received via post, rather than one you have printed out. Acceptable documents include a phone, internet, or electricity bill. Please ensure that all details, corners, and edges of your document can clearly be seen. You can either attach your pictures to an e-mail to [email protected] or upload them directly in your betting account: Upload documents from a PC Upload documents from a mobile device Once we have received your files, we will normally process them within 24 hours and contact you once your account has been successfully verified. We thank you for your cooperation and are looking forward to hearing from you soon. Have a great weekend! Best regards, Your bet-at-home.com team [email protected] https://uk.bet-at-home.com I duly complied with this request and sent them a high quality pictures of me holding the front and back of my drivers licence as well as a picture of my Gas utility bill. Then on the same day of 24/03/2018 at 13:47 I have received this email - Hello Qaisar, Thank you for contacting us earlier today. We would like to inform you that due to irregularities with your documents, your account has been closed. Since you breached our General Terms and Conditions, your account will remain closed and your funds will not be reimbursed. Please be informed that the gaming contract between you and the company is, therefore, terminated and we cannot assist you any further. We wish you all the best for your future. Best regards, Your bet-at-home.com team [email protected] https://uk.bet-at-home.com I tried to go over on to live chat for them to explain what has been the problem, the support named William closed the chat without any reply and when I tried going back on chat it states that 'You are banned from the chat'. This is something that I have never experienced in my whole life and I am mentally devastated thinking that they have just conned me of my legitimate winnings without any evidence of any wrong doing. They have just made up an issue with no grounds and closed my account so they do not have to pay out my winnings. For the convenience of Ask Gamblers I will be attaching all my documentations to this complaint as well as sending all the relevant details to the UKGC - UK Gambling Commission for an in depth investigation to be undertaken on this company. This sort of behavior shall not be tolerated. Thank you

Hello. I wanted to describe my story of attempting to steal money by Bet-At-Home. I deposited funds again a dozen days ago due to the received news about the reload promotion to 400PLN. I made a deposit, I received this bonus and slowly turned it around. After the trading, I decided to spend part of the winnings and ordered a payout. After a few hours I received an e-mail requesting scans of the proof and house bill for verification, which I quickly sent. After the next few hours, I was asked to send an invoice in paper form (the previous one was JPG by e-mail) and a photo of me with proof. Despite the huge surprise with this second request, I made such a photograph and sent it because it is a large amount of money, but I asked for explanations on what basis my personal photos are demanded. Because the company sent me a link saying that they could only request "documents" and "information" from clients, I did not give up and I firmly demanded provisions in the regulations that I accepted, allowing them to ask for my photos. I did not receive this information but strange things started to happen - first I was asked for another paper bill without explaining why and after sending the second bill I received a message that my account is closed and the payment will not be carried out. The company Bet-At-Home does not respond to emails so far, attempts to explain in the chat initially resulted in multiple disconnections after entering my data in the form, and today I was told that I broke the rules. I asked for the point in the regulations, which I may have unconsciously violated, but the company will not give me more information because they do not and that’s it. I have read many times today the general rules and regulations of the offer in which I participated and I am sure that I have not broken a single point. The company just wants to rob my 1000eur. How to recover my money and where to seek help. Thank you in advance.

On 19-12-2018 casino had a bonus of 100% up to 500. I made a deposit of 370 euros from my neteller account and got a bonus of 370. I played slot game ''Drive'' and after a while I won 7540. I check that the bonus is cleared and that the balance was withdrawable. I make a withdraw of 2540. After a couple of days casino asked for passport and send it. Then they asked for a photo of me holding the passport. I send it as well. A couple of days later casino asked me to send a bill. I send the bill and a few days later they send me an email that my account is locked due to irregularities with the documents and didnt explain anything else. They didnt say what irregularities and just locked my account. Please if you can make a contact with them in order to see what is going on. I suppose casino don't want to pay my winnings. Thanks for your time

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.

Bet-at-home lock my account and they do not want to payout what I have in my account. They even do not answer anymore on my emails or on the live chat. I do not undertand how is that possible? They even didn't explain why they do this! I can not beleive what just happens to me! They offer me bonus and I deposit 400 euros to play with but when I won nearly 1500, i think the exact amount is 1450 euros, an i wanted to withdraw some money they first ask me to upload id document and then to send them a copy of a bill and I did1 And when I was expecting payment they just close my account and do not even tell me why they do this!