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Bet It All Casino - Sudden account closure, lack of information

RESOLVED
Mennykord Lithuania
posted on November 23, 2018.

Dear AskGamblers,

I registered on Bet it all casino, made a deposit of 150 euros and received 150 euros, I was completing my wagering and my account was suddenly blocked when I was playing on 18th of October. I had nearly 2.000 euros on my account and haven`t even completed my wagering yet. The casino management stated that my account is being investigated and that I have to send documents and verify my identity by phone. I sent my documents on 25th of October and I asked casino to call me, but they returned my deposit without calling me and my account was blocked. When I asked why, casino stated that my account is being verified. I do not know what is being verified since casino stated that they should call me to verify my identity by phone and they did not call me. Please help me to solve this issue, I haven`t even completed my wagering requirements and I am willing to continue playing.

Sincerely yours

Michail

posted on November 23, 2018.

Hi Mennykord,

Our system marked your account as suspicious, therefore we proceeded with immediate KYC.

We were unable to validate your phone number by calling you more than 10 times, therefore your account has been disabled. You were called during various day times across 2-3 day intervals.

As per our Terms and Conditions, point 2.3. "As a Customer of Bet it All you are held responsible to provide correct personal details like but not limited to address, e-mail is completely true and up to date and if there would be changes to these details you would inform Bet it All immediately. If it should become clear to Bet it All that the information provided is not correct we retain the right to block the players account and confiscate all the funds on the account therein."

We conclude that misleading information has been provided to us and the account was closed.

Your deposit was returned.

Kind regards,
Daniel

Mennykord Lithuania
posted on November 24, 2018.

Hi Daniel. I did not receive any calls, and all of the provided information was correct. When I wanted to arrange a phone calling time. nobody replied and my account was already blocked by that time. I do not know when you were calling me, but I did not receive any phone calls. Therefore, I would like to agree on a calling time I hope for your understanding and I would like to resume playing on your casino after we talk on the phone.

posted on November 27, 2018.

Hi,

The support department called your mobile phone on file numerous times across redundant 2-3 day intervals, more than 10 days in total.
Since there were no replies or callbacks from your phone number we were unable to verify your account and therefore it is now frozen.

As per our Terms and Conditions, point 2.3. "As a Customer of Bet it All you are held responsible to provide correct personal details like but not limited to address, e-mail is completely true and up to date and if there would be changes to these details you would inform Bet it All immediately. If it should become clear to Bet it All that the information provided is not correct we retain the right to block the players account and confiscate all the funds on the account therein."

Your deposits are returned.

Wishing you luck in your future endeavors.

Kind regards,
Daniel

AskGamblers
posted on November 28, 2018.

AskGamblers Complaints Team is awaiting Bet It All Casino team to provide the required information.

AskGamblers
posted on November 29, 2018.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Bet It All Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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