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

Dear Tomas,

Thank you for your email and for taking the time to review my complaint.

Please find my answers below:

Country of residence: Austria.

Yes, I registered using my real, correct, and verifiable personal information. All the details I provided during registration were accurate and truthful.

The casino requested my passport and proof of address. I submitted all the requested documents. After that, I made a deposit and started playing.

After I had accumulated a balance in my account, the casino requested a live verification (video/liveness verification). I successfully completed this verification.

However, after I passed the live verification, my account was suddenly closed. The casino informed me that I had allegedly violated their Terms and Conditions.

Only after the live verification did the casino begin accusing me of irregularities and claiming that my verification was not completed correctly. Before that, I had never been informed that there was any issue with my documents or identity.

Yes, I strongly dispute these allegations.

I maintain that all the documents I submitted were genuine, authentic, and belonged to me. I also completed the live verification correctly and honestly, following all of the casino's instructions.

I do not understand why the casino accepted my documents, allowed me to deposit money, allowed me to play, and requested a live verification only after I had accumulated funds in my account. If they believed there was a problem with my identity or documents, this should have been identified before allowing me to gamble.

I believe the casino has not provided sufficient evidence to justify closing my account and withholding my remaining balance of €660.00.

I will also send you my email correspondence with bet-at-home so that you can review the entire case.

Thank you very much for your assistance. I appreciate your time and I hope you can help resolve this matter fairly.

Thanks for your reply.

You wrote:

I am attaching my correspondence with bet-at-home, including their responses confirming the account closure

Please note that this communication doesn't seem to be included among the screenshots you shared.

• Could you please provide this information to me? Post it here or send it to my email at tomas@casino.guru
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Please let me know.

Sports betting

Thanks for your patience.

Since the website doesn't offer casino games, only sports betting, it was removed from our database, which means we can't pursue complaints against them. I apologize for not realising this fact sooner. We recommend you pursue the issue with a service specialising in sports-betting-related issues.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.