The player from Slovenia reported that Bet-at-home had closed her account without justification and withheld her funds, despite her having completed all requested identity verification. She sought clarification regarding the closure, an explanation of why her documents were requested, and the immediate return of her withheld funds. The Complaints Team, after reviewing the situation, concluded that they were unable to evaluate the issue properly due to a lack of insight into the casino's investigation results, which led to the closure of the complaint.
bet-at-home Casino DE - Player’s account has been closed and funds withheld.
Closed
Our verdict
Other
Amount: €2,300
bet-at-home Casino DE
Safety Index:HighCase summary
Discussion
Public
Public
5 months ago
Hello,
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 and when was it closed?
- 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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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
5 months ago
Hi Kristina,
I was playing a sports bets, basketball. I do not know the exact dates, but I opened the account approximately in somewhere between September and December 2024 and It was closed at the and of the February. I think I had a bonus with the first deposit and then no more bonuses.
Best regards
Public
Public
5 months ago
Thank you for your reply. I apologize, but if you have only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino and we will try our best to help.
