The player from Austria had won 600 euros but faced account closure while attempting to withdraw to her brother's bank account. After reviewing the case, it was determined that the payment method used for her deposits could not be clearly attributed to her, as she had attempted to withdraw to her brother's account, who was also a player at the casino. Consequently, the complaint was rejected due to non-compliance with the casino's terms regarding payment methods. The player was advised to use payment methods in her own name to avoid similar issues in the future.
bet-at-home Casino DE - Player’s account has been closed.
Closed
Our verdict
Unjustified complaint
Amount: €600
bet-at-home Casino DE
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
I opened a gaming account. I verified myself as required, and then I won 600 euros. I wanted to withdraw the money I won to my brother's bank account. If I knew the site was blocking me, I would, of course, withdraw it to my account. I didn't do anything to cause my account to be closed just like that. I request that my account be corrected and reopened. I'm still waiting for my payout and would like to know when it will be processed.
If you need any documents or my bank account details, please let me know and I will be happy to send them to you.
I request prompt correction and editing.
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2 months ago
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with bet-at-home Casino DE. Please note that while online gambling is entertainment, online casinos need to adhere to anti-money laundering regulations. You are allowed to use only payment methods in your name when making transactions.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you used a payment method in your own name exclusively when depositing in the online casino?
- Could you please clarify why you wished to use your brother's account to withdraw winnings?
- When did the incident happen?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Translation
Did you only use a payment method in your own name when depositing at the online casino?
It was my first deposit
(10 € betting credit bonus code)
I have not made any other deposits.
Can you please explain why you wanted to use your brother's account to withdraw winnings?
I was with my brother and since I didn't have my debit card with me, I thought I could just send it to my brother's bank account. I never would have thought that my account would be blocked immediately, otherwise I would just transfer it to my own account.
When did the incident occur?
On Saturday, 27.09.25
Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email address. [email protected] , or post screenshots here
I have sent you the last conversations as an attachment,
I thank you very much,
Tugba ****
Edited by a Casino Guru admin
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2 months ago
Translation
Did you only use a payment method in your own name when depositing at the online casino?
It was my first deposit
(10 € betting credit bonus code)
I have not made any other deposits.
Can you please explain why you wanted to use your brother's account to withdraw winnings?
I was with my brother and since I didn't have my debit card with me, I thought I could just send it to my brother's bank account. I never would have thought that my account would be blocked immediately, otherwise I would just transfer it to my own account.
When did the incident occur?
On Saturday, 27.09.25
Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email address. [email protected] , or post screenshots here
I have sent you the last conversations as an attachment,
I thank you very much,
Tugba ***
Edited by a Casino Guru admin
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2 months ago
Thank you for your patience.
We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.
- Could you please share any communication you received from the casino, such as a justification for your account closure, the casino enforcing its terms and conditions, etc.?
- Is your brother a player in the same online casino?
Send this information to my email at [email protected] if available
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1 month ago
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Could you please share with us any communications you received from the casino, such as a reason for closing your account, enforcement of the casino's terms and conditions, etc.?
Hello Tugba,
Thank you for contacting us.
We would like to inform you that your account has been blocked due to a decision by our security department and will not be unblocked. Please note that, in accordance with our Terms and Conditions, bet-at-home reserves the right to close accounts at its sole discretion, unilaterally impose gaming or winning limits, or exclude customers entirely or partially from products or offers.
Your account will remain closed. The contract between you and bet-at-home will therefore be terminated, and our customer service will no longer be available to you.
Is your brother a player at the same online casino?
Yes he is.
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1 month ago
Thanks for the explanation and for the information provided via email.
Please understand that when playing in an online casino, you need to use payment methods that belong to you exclusively. Despite being an entertainment, online casinos need to adhere to strict anti-money laundering regulations, meaning the action you take raises many concerns. To prevent similar issues, I recommend you use payment methods in your own name exclusively.
- Could you please confirm you deposited using a payment method that is in your own name?
Please let me know.
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1 month ago
Translation
I deposited a €10 bet-at-home free bet voucher which can be used once per person. I have not made any other deposits. I won with the first deposit (€10 free bet voucher) but I have not made any other deposits.
LG
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1 month ago
Thanks for your reply.
Have you deposited real money?
Do I understand correctly that the 10€ voucher counts only as promotional money?
Please let me know.
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1 month ago
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I loaded up a €10 betting voucher and won with that; otherwise, I didn't load anything else.
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1 month ago
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When will I receive my winnings?
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1 month ago
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I made a deposit using a voucher like this.
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1 month ago
Thanks for the detailed explanation.
Unfortunately, after considering the facts of the case, we are not in a position to help.
The fact that he payment method used for deposits can't be clearly attributed to you, and the payment method you attempted to use belongs to your brother, who has an account in the casino as well, means we are not able to assist you, as we can't conclude you played in your name.
When playing in online casinos, always use the payment method that is in your name to prevent similar issues in the future.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
