The player from Germany's account was locked, despite her having submitted all required documents and maintained a verified account. She was unable to withdraw her winnings of €1,500 and had been instructed not to contact support again. The Complaints Team was unable to assist further due to insufficient insight into the issue related to winnings from sports betting. A list of recommended websites for further assistance was provided, and the complaint was subsequently closed.
bet-at-home Casino DE - Player’s account has been closed without reason.
Amount: €1,500
bet-at-home Casino DE
Safety Index:Very highSafety Index
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9.0
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Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Hello, bet-at-home.de simply locked my account after I had submitted all the required documents. After sending the bank confirmation, I received an email a few hours later saying that I had requested to withdraw funds through an alternative method and contacted support. They told me that there are no new registrations allowed and that I am not allowed to contact support anymore. I just wanted to clarify if I can get my winnings of €1,500. I don’t know what to do now. There is no reason for them to refuse my withdrawal and to permanently lock my account. My casino account was fully verified!
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2 months ago
Dear trullyllully88,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- When did you create your casino account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 months ago
Translation
● I mostly played slot machines and then, as I was a depositor, I got a 50,-€ bonus with payout for sports betting and thus won the amount
●I opened the account years ago.
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2 months ago
Thank you for your reply, trullyllully88. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case your winnings came from sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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2 months ago
I will send you the list of recommended websites via email.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
