Complaint #123 BetOnline Casino

Account disabled and funds locked without any further justification nor proofs

By Justin M.

5 years ago

My account has been locked. I get an email ( in my spam folder) saying:

Hello Justin

Your account is currently being evaluated for security purposes. To expedite the evaluation process, please send a copy of the following documents to documents@be*ton*lin*e.ag .

- A government issued photo identification

- A copy of a recent utility bill or banking statement, issued within the

last 60 days

- A photo of yourself holding the ID. Documents may be scanned or you can submit a photo

Please allow up to 48 hours for your documentation to be reviewed

Kind Regards,Tristan

I promptly sent them pictures of my ID with a selfie of me holding it and utility bill. Since then, I have gone through the following cycle several times. After a day, I got a reply:

Dear Justin in regards to your email, we do apologize for any inconvenience we did receive your documents however, the ID next to face and utility bill are to blurry to read, needs to send a legible document.

So I did it again.

I got a reply :

Thank you for contacting us! This is Chase from Player Services, hoping this e mail finds you well. This email is to kindly inform you that we have attached the images received on this e-mail to your account for them to be verified. Please note that the bank statement mentioned in your e-mail is not attached to it. If you were requested a bank statement to be sent please forward it to documents@betonline.ag

So I did that. That went under review. I didn't hear anything back from them. But now I had access to my account...with ZERO balance. I'm getting more pissed. So I decide to call customer support and try to get a manager or supervisor on the phone. Because I have no idea where m y 3k is. I get a hold of someone who tells me that I have to wait. I went back on about two days after calling to see if it was all good and couldn't log on. I was like ughh, okay. So I contacted support and they said my account had been disabled. Also I got an email:

Hi Justin,T he following email is to inform that after performing a document verification on, it has been determined that the paperwork provided is invalid. In order to provide you with the information as to why the account will remain closed, please give us a call at 1-888-426-3661 ext 5070.

What? I flipped **** at this point. I have absolutely valid and legit documents. I can prove it. I have active accounts at Bovada, Wagerweb, Bookmaker and Intertops+Coinbase and Paxful (the biggest global marketplaces to trade Bitcoin. It's not easy to do. A lot of customers have troubles with ID verification by using Coinbase or Paxful.

So I am getting extremely pissed. I am freaking out cause my money is in limbo So I contacted support and they said my account had been disabled much to my dismay. I instantly get upset...So yes I was upset because I basically feel like I am being robbed. I ask them how this is possible, they wont give me an answer. They say I have to talk to the guy in charge of my account and that he is a manager and in a meeting..to contact them in an hour. Happened 3 times in a row. Whatever. We weren't getting anywhere.

> Did i speak to anyone at the Sportsbook? > Yes > I f so, what was their response?

Contacted BOL live support via phone and they told me that I used FAKE documents and it's not my genuine account.

“We originally requested KYC docs because of an outstanding poker chip dumping case, where this player was linked to two others. In two different instances he sent in ID documents that were unreadable. There were discrepancies in other docs that were sent in.”

So what we have here are two charges.

1. fraudulent activity as part of a group. Please, please present evidence against me, showing how truly despicable my crimes were. Please.

> I NEVER, NEVER play poker in my life.

> 2. case "Gnome account". I can provide any evidence that I am who I am, for better or worse. DL, PASSPORT, SSN, credit cards in my name, bank statement, invoices bills... I can notarize all this. I can do a video conference with them or any other kind of verification. I have 4 verified accounts in the A+ bookmakers ( Bovada, Bookmaker, Youwager, Intertops and Heritage.+ coinbase).

Disputed Casino BetOnline Casino

Reason Account closure

Amount $3000

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

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

BetOnline Casino Complaint Stats

Resolved 21 / 37

Avg. Amount $15,939

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

BetOnline Casino Complaints

See all complaints for this casino

There have been 8 occasions 4 of which I will provide proof along with dates and times that I hit the mark on a game called PUNT and was never paid by betonline

Screenshot photo #1 Feb. 8th 2025 at 11:08 PM CST $1 @ 45.40x as shown I hit the mark and as clear as can be the win of $45.40 was never paid to me.

Screenshot photo #2 December 24th 2024 at 10:22 PM CST $10 @ 11.01x as clearly shown on the screenshot from betonline casino I hit the mark which is clearly shown and I was never paid the $110.10

Screenshot Photo #3 Friday June 6th 2025 at 8:56 PM CST $2 @ 10.31x as it shows I hit the required mark to win and as it clearly shows wasn’t paid the $20.62

Screenshot Photo #4 Friday June 6th 2025 at 3:35 PM CST $1 @ 106.81x hit the mark as clearly shown and as it shows no winnings paid the $106.81

Here are the responses by betonline; they continue to stall and when I got an answer back 6 months ago when this was happening they claimed “all bets were paid appropriately” but they clearly were NOT and they don’t respond to any emails or correspondence. I have lost $40000 between my old closed account $34,000 and my new one $6000 all but a couple bucks were lost playing in their casino. I might add I have never not once time had a big win never hmmm. Then when I do win like shown in above screenshots they don’t pay me and refuse to even respond and when they do they just say all bets were paid appropriately when clearly they aren’t. This is what you get with Panamanian Licensed Casinos.

< first name removed > you can’t do this to players

Unresolved

$283

Stolen my deposits

Betonline has successfully dodged every single one of my attempts to retrieve my deposit that they never credited to my account.
They made me jump through hoops and they have taken days and days to respond to me and always respond with different representatives that make me repeat my issue to every single one. They log you out of the chat and close the file after making you wait a long time you will tile out before they respond and then they say it was you not responding,
They were notified immediately when my deposit didn’t go into my funds but the money had been debited from my funding source by their payment processor (always a randomized name for the “third party” that they hide behind like it’s their insurance) they literally took more than 500 dollars total from me and I’m sure that they will block me from my account next. I have provided them with more than enough evidence to be refunded and they know I didn’t get my money into my account because they have the records of it in front of them and they told me they just needed me to provide them proof that the transaction was completed since when I first contacted them it still said pending in my bank account because the merchant hadn’t finalized the transaction. The funds were debited from my account though at the exact time I was completing the deposit verification payment on betonline for the deposit and it isn’t billed as betonline so I’m screwed I’m sure. They are shady. They know they are stealing my money when I sent them the complete payment statement finally after four days or whatever, they are telling me now that they don’t own that payment processor it wasn’t them who charged my account. Yeah right. That’s the biggest load of bs I’ve ever heard. I can’t believe they can get by with all this.

Unresolved

$226

Stolen payout and blocked account for no reason

I'd like to formally lodge a complaint against BetOnline.ag. As a first-time user of any online gambling platform, I chose BetOnline.ag based on its relatively decent reviews. However, my experience has been a nightmare, and I now suspect these reviews may be manipulated.

Here’s what happened:

I made an initial deposit, played a few games, and eventually decided to withdraw my winnings. That’s when the issues began. First, my withdrawal was flagged as “in review” without any further explanation. Then, it was suddenly canceled, with customer support citing a “verification issue.”

I called support immediately, only to be placed on hold for an extended period. When I finally spoke with an agent, they told me my account was disabled and that my funds had been confiscated. They gave me no specific reason, no follow-up instructions, and no legitimate path to resolve the issue—just a blatant refusal to release my money.

I strongly believe this is a scam tactic: they readily accept deposits but create fabricated issues when it’s time to cash out, ultimately shutting down accounts and keeping users’ money. I feel deceived and robbed of my funds with no transparency or accountability on their part.

Please help me get BetOnline.ag to release my funds or, at the very least, hold them accountable for these unethical practices. I appreciate any support you can provide in addressing this serious issue.

Thank you.

Unresolved

$150

BetOnline confiscated my winnings and banned my account with no explanation

I recently tried BetOnline and deposited around 100 for some online blackjack.

I got up to around 600, with some ups and downs, and decided to cash out to pay some bills before playing again.

My withdrawal request was denied and then my account was permanently closed. I talked to about 6 rude online chat help people who told me they didn’t have to tell me the reason.

I also called the help desk who said it was a “management decision” and couldn’t give me an answer to an actual reason. I also emailed the help desk as per the instructions of the call center, and they also said management discretion and that the full information isn’t available.

They confiscated all my winnings and can’t even give me a reason.

Unresolved

$600

Delayed payment and blocked account from payout

Hello, I've been having trouble withdrawing from betonline.ag for months. Initially, I tried withdrawing $400 worth of BTC, but it was declined. The email I received explaining this said that it was due to "location mismatch." I then tried again, but yet it was declined again. Now the account is blocked from the cashier. I included screenshots for proof which should show my Account ID, name, and the withdrawal trace ID. I have withdrawn and deposited successfully previously, but I believe the issue is that I moved, so I was automatically blocked from withdrawing due to the difference in IP, hench 'location mismatch.' However, my location under the personal details of the "my account" section should match the IP from which I'm withdrawing from... I have tried calling customer support, but they hung up on me after 10 minutes.

I have tried live chat but they told me to call customer support. And I have tried emailing but they told me to call customer support again. It is baffling how hard they are making this because I can obviously still deposit money, and I have been still wagering money for months, but I can't withdraw any money because of login mismatch?

I don't want to call again if I'm just going to be hung up on and waste my time.

Please help. I need to unlock my the cashier on my account, and it would also be helpful if in the future I don't have to be in the same exact location every time I want to withdraw any money.

Unresolved

$400

Repetitive Game Glitch During Free Spins revised

I have been given the run around about a glitch that only happened during my free spins bonus during a normal cash spin. I took a screenshot as it was happening showing that three reels had stopped but two were still spinning. Also showing that I had spins remaining and I had accumulated $60 but wouldn't receive any of it because unlike every other casino I have played, when someone causing a problem it you refresh or leave that game and go back to it you pick up where you left off... Not at this casino. Every though support told me that their site is supposed to operate in the same manor.

I have had at least 10 chat sessions and as many back and fortune with the support team through emails. They even went as far as to say they had to send my problem to the makers of the software to have them look into it.

At the end, nothing. I have made a multitude of deposits on this site, very very shady. I don't see where I can attach the screenshot?

Unresolved

$76

Blackjack Software Is Blatantly Rigged

Here are just a few of the most salient data points (co-analyzed by a retired professor of statistics at the University of Washington, he concurring 100% with my conclusions):

1. The dealer averages about one blackjack per 10 hands. ("He" will go in spurts where he gets maybe four or five in the space of nine hands, which is utterly absurd and nothing I've ever experienced in a brick-and-mortar casino, but obviously it's the long-term trend that's statistically significant.) In a fair and honest game, the ratio would be closer to 1 in 20 (4.73%) - not even quite half what we witness in BOL's BetSoft bj games.

2. Stunningly, the dealer shows a face card as his "up-card" approx 65%(!!!) of the time, when of course the actual figure should be about 38.5% (5/13). This, of course, essentially forces the player to hit countless hands he might otherwise stand on. Not coincidentally, I'm sure, most of those hands tend to be 12-16.

3. In conjunction with #2, above: of all the hands where the dealer shows a face card as his up-card, not including aces, he turns over a face card a whopping 58% of the time! This is almost twice what the percentage would be in a fair game, i.e., approx 31% (or 4/13)

4. The dealer achieves a total of 21 in 14.3%(!!!) of all hands. This is roughly double what the figure would be in a fair, honest, non-rigged game: approx 7.4%.

5. As mentioned above, regardless of the # of hands played, the player receives an inordinate number of "stiffs," i.e., hands initially totaling between 12-16. Stiffs account for roughly 55% of all player hands, when the actual figure should be closer to 33%.

6. While I certainly won some large ($100-200) bets here and there along the way, there was a striking, unmistakable correlation between bet size and outcome. After applying the relevant formula, I found that the player is about 19.4% more likely to lose a bet of $50 or more than he is a bet of $10 or less (all things being equal).

7. Perhaps most blatant of all, while a 12 should bust on the first card drawn in just under 33% (4/13) of cases, on BOL's rigged BetSoft games, a player's 12 will bust on the first card drawn a STAGGERING 73.2%(!!!!!!) of the time. It's as if the algorithm the software runs on had a sort of hiccup whereby it just can't help itself from laying a brick on almost every player 12.

8. Across the 25-30k hands I played, the dealer won an ASTOUNDING 64% of them! The actual figure should be around 55%. This difference may not seem terribly vast, but in fact it equates to a RTP *substantially* lower than the 98.5% or so inherent to a fair and honest game, and thus oodles of lost wagers which otherwise would have pushed or won. Beating a game, even in the short term, in which the dealer wins almost 2/3 hands is virtually impossible; you'd probably have much better luck with a slot machine or even video Keno!

All in all, I noticed that, for brief stretches, it was almost as if the dealer were programmed to bust on any two cards, and to deal the player a decent string of 20s and blackjacks. This would last just long enough for the player to feasibly double his or her money. Problem is, once this "spell" wore off, the dealer would start winning about 6/7 hands, mostly with 21s and blackjacks. This "boss mode," as I came to dub it, would last for a good 50-100 hands, thereby not only erasing all of the player's winnings, but almost certainly wiping out his initial bankroll as well.

And this happened session... after session... after session... after session... after session. Again, across the span of several months and over 25k hands. KEY POINT: That is *more* than enough hands to constitute a statistically significant sample, i.e., one from which meaningful data, like #1-8 above, can be derived.

Conclusion? I am reasonably certain, to a 95% degree of confidence, that BOL's BetSoft bj games are rigged.

Unresolved

Roulette Glitch, $300

There have been multiple occasions where the European Roulette by Dragon Games on this site has stolen my money even though the ball lands on what I placed my wager on. I have submitted screenshots every time it happens and when they review the round they say “no refund needed, you lost. Whenever the ball lands on the number 33, the table says 14, and whenever it lands on 20, the table will say 33 but it varies with that one so I know it’s capable of showing the correct number. It just so happens every time that I bet a big wager on something and it lands on one of those and I’m supposed to win, it changes causing me to lose the bet. I even have a screenshot of one of the employees saying they played that same game and it also happened to them so I know they’re aware of it. One of the reps told me keep in mind when it lands on 20 it actually means it’s 33??? But I’ve seen it land on 20 and it’ll actually say 20, but when I bet it changes to 33. Probably lost over $300 from these glitches.

Unresolved

$300

They took money and pretend we never talked

They took money off my card an didn’t put in on my betting account an then they over charged me they told me one price in the phone an then it was another when I looked at my bank statement that I sent In to them. They to me that is not enough send another one an there not even listed as a casino, it listed as a clothing company. They keep telling me that they never spoke with me after me an my bank talk to them in the phone with the authorization ID and transaction ID but they still telling me they never took the money off my card.

Unresolved

$58

Betonline wont refund my money over their broken software

I have had such a horrible experience with this casino. Their slots glitch so bad you lose your wager and you have proof and they still don't refund you.

They want to give a 20 dollar or 15 dollar credit when you have lost money due to their broken software. I have over 50 screenshots and videos and that's only what I took the time to capture. They refuse to respond or refund my losses.

Unresolved