bet-at-home Casino - Player's account is closed and withdrawal is delayed.

My name is Marina Đ****, and I am a user of your platform "Bet at Home." I am writing to file a complaint regarding the issues I have encountered with my account and the withdrawal of my funds. I have made every effort to comply with all your verification requests and submitted all the required documentation, but to this day, I have not received any response, nor has my money been paid out.

Case details:

Submission of requested documentation:

I have submitted all the required documents, including proof of identity, proof of address (a photo of a bill with my address and a selfie in front of my house), transactions from my Paysafecard, a photo of the Paysafecard, and a payslip as proof of source of funds.

Closure of my account:

After submitting the requested documents, my account was closed without explanation, and I have not received any feedback or clarification regarding the reasons for this decision. My attempts to contact your customer service have not resulted in any meaningful answers.

Unpaid amount:

There was an amount of approximately 4500 EUR, possibly more, on my account, which I have not been able to withdraw, despite fulfilling all your requirements. My attempts to obtain an explanation or payout have so far been unsuccessful.

Dear marinaduric996,

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. 

Have you made any successful withdrawals before? 

Did you accumulate your winnings with or without an active bonus?

Is this complaint about https://www.bet-at-home.de/ or https://www.bet-at-home.com/ ?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

I sent you an email message

Dear marinaduric996, have you received the requested communication from the casino?

Could you clarify whether this complaint concerns https://www.bet-at-home.de/ or https://www.bet-at-home.com/?

this is their answer

Hello!

We strive to process your request in a timely manner. We received your request on 10.11.2024. We would like to assure you that we will process your request right away and that we will fulfil your request/reply to you within a month’s time. In case we are unable to adhere to this deadline due to the complexity and scope of your request, this deadline can be extended by another two months. If this is the case, we will inform you within a month of receiving your request.

Important: For security reasons, any data, that we provide to you upon your request, will be sent only via a password protected link. Please be aware that the link is only valid for 14 days. Therefore, please check your e-mail inbox regularly, including the spam folder. We might be entitled to ask for a fee in case of a new request.

If you are not able to open the link directly, please copy the link into the URL line of your browser manually in order to gain access. You will receive the password in a separate e-mail.

Best regards

the appeal concerns

https://www.bet-at-home.com/