The player from Slovenia had his account closed by Bet-at-home after completing a lengthy verification process and having a balance of €11,000. The closure was attributed to an “internal decision,” despite the player not using any bonuses and placing bets with his own funds. After reviewing the situation, it was determined that the casino's investigation into the player's betting activity could not be adequately assessed by us. Consequently, the complaint was closed without further intervention.
bet-at-home Casino DE - Player’s account has been closed.
Closed
Our verdict
Other
Amount: €11,000
bet-at-home Casino DE
Safety Index:HighCase summary
Discussion
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1 month ago
Bet-at-home closed my account, which had a balance of €11,000. After I finally completed their lengthy verification process—during which they requested an excessive number of documents—they suddenly decided to close my account, citing an "internal decision." How can this be legal? I never used any bonuses; all my bets were placed with my own funds.
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1 month ago
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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.?
- Did you accumulate your winnings with or without an active bonus?
- When did you create your casino account, and when was it closed?
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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1 month ago
Thank you for your reply, Mrrix123. 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 requires further investigation. 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.
