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bet-at-home Casino - Account closed and £6,000 confiscated without any further explanation

REJECTED
qaisar1983 United Kingdom
posted on March 25, 2018.

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 verifi­cat­ion­@be­t-a­t-h­ome.com 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
servic­e.e­[email protected]­et-­at-­hom­e.com
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
servic­e.e­[email protected]­et-­at-­hom­e.com
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

AskGamblers
posted on July 11, 2018.

This complaint has been reopened due to the declared willingness on behalf of bet-at-home Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is reluctant to give these old cases one more chance for a successful resolution.

AskGamblers
posted on July 11, 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.

bet-at-home Casino complaints

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  • 2 days avg response
  • 2 weeks avg complaint life
  • 2,531 USD avg amount

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