bet-at-home Casino - Player’s account has been closed.

Hi,

My bet at home account is completely shot down, I'm not able to login and withdraw the remaining 1400€ from my account.

After what I tought was just a routine verification the Bet at home team requested an account statement from my Skrill. I provided them with that document but upon their inspection they decided to shut down my account and refused to pay off the remaining 1400€.

I sent them so many e-mails and they are still refusing to open my account.

Please help!

PAUL

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Apart from the Skrill statement, did you provide any other identity documents for your account verification shortly before your account was blocked?
• Have you successfully passed the full KYC verification at this casino before?
• Could you please forward me the Skrill statement that you submitted to the casino at veronika.f@casino.guru?
• What types of games did you play to accumulate the winnings you were trying to withdraw?

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

Best regards,

Veronika

Thanks, I'm sending everything to your e-mail.

Thank you for your email. Am I correct in understanding that your account was closed eight months ago?

Hi Veronica,

My account was blocked and under verification for the last 7-8 months. When I sent my Skrill statement they decided to completely lock my account and refused to pay off the remaining balance. As you can imagine I'm really upset by this outcome.

Paul

Thank you for your reply. We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

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 other 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.

Best regards

Veronika