bet-at-home Casino - Player’s account has been closed and funds are confiscated.

Dear Casino Guru Complaints Team,

I am submitting this complaint regarding bet-at-home and their refusal to return the remaining balance of €660.00 from my player account.

My account was permanently closed following a verification process. bet-at-home informed me that there were alleged irregularities with the documents I had provided and therefore decided to close my account.

While I understand that an operator may decide to close a player's account in accordance with its Terms and Conditions, I do not believe this gives the operator the right to permanently retain the player's funds without providing a clear legal or contractual justification.

To date, bet-at-home has not returned my remaining balance of €660.00.

Their response simply states that they have the right to close my account, but it does not explain why my money has been withheld. They have not identified the specific clause in their Terms and Conditions that authorizes them to permanently confiscate my balance, nor have they provided any evidence that would justify such a serious measure.

Throughout the verification process, I cooperated with their requests and submitted the documents they requested. Despite this, my account was closed, and my funds have remained inaccessible for a long time.

I believe that the closure of an account and the confiscation of a player's funds are two separate issues. Even if an operator decides to terminate the business relationship, the remaining balance should normally be returned to the account holder unless there is clear evidence of fraud or another legal basis allowing confiscation.

I have repeatedly contacted bet-at-home requesting the return of my funds, but they continue to refuse without providing a satisfactory explanation.

I respectfully ask Casino Guru to review this case and assist me in recovering the €660.00 that remains withheld by bet-at-home.

I am attaching my correspondence with bet-at-home, including their responses confirming the account closure and the continued withholding of my balance.

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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 allow me to ask you a few questions so I can better understand the situation.

• Could you please confirm your country of residence?
• Have you registered by filling out accurate and verifiable personal information in your player's profile in the casino?
• Could you please list which documents the casino requested from you? When was the verification process completed and accusations against you raised?
• Do you deny any irregularities appearing in your documents?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas