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Everything was fine until I wanted to withdraw my money. When I try to withdraw money, they say that I need to verificate my account (which I did).

First I was send an ID card and a selfie, then they want a utility bill(I sent it but it wasn’t good enough), then I send another utility bill (again not good enough), then I send them a utility with all the information they want. I didn't get any response. When I try to log in, I get a message that my account is locked. I email them if they can withdraw money and explain to me why they are locking my account, and I get a message that they have decided to close my account and that their support is no longer available to me. When I send a new email, if they can explain to me what went wrong, and that I didn't violated any terms and conditions I didn’t get any response.

Dear Eva,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you’ve passed the verification before? Please, could you specify whether you have accumulated winnings from a bonus play, or your real money only?

If there is any other relevant communication between you and the casino (except for the attached screenshots), please forward it to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hello again,

I got email that my account is successfully veffified(I sent you print screen via email), and then the next day they sent me email that I need to send them utillity bill. I sent three bills and then they locked my acc with no reason and explanations.

I successfully rolloved bonus and then play with real money 14 days after that, i didn’t violate any terms of bonus, and I played a lot even after after rollover. Everything was fine until I want to withdraw my money.

I don’t have any furher emails because they don’t want to answer on my emails, even though I asked them if thay please explain me what I did wrong, because I sent them everything they asked for.

Thank you very much Eva for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Eva,

I’m very sorry to hear about your bad experience. I’ll contact the casino and see if I can help.

I would like to invite bet-at-home Casino to participate in the resolution of this complaint.

We would like to ask bet-at-home Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Eva,

Unfortunately, bet-at-home Casino is refusing to discuss the issue in detail with us as we are not a certified ADR service for MGA-licensed casinos. If a casino refuses to cooperate with us on resolving an issue, then there’s not much we can do. We have our hands tied.

Therefore, I would strongly recommend contacting the casino’s official ADR - eCOGRA or the casino’s Licensing Authority.

Please let us know if you decide to do so and if our assistance is needed. Feel free to contact me via e-mail. My e-mail address is andrej.p@casino.guru.

Hello,

thanks for all your help. I will contact you via email.

Dear Eva,

I have not received a reply to the e-mail I sent to you on Apr 23, 2021. I’m setting the timer for 7 days. I'd like to kindly ask you to let us know if there's been any news regarding your complaint.

Hello,

I contacted eCOGRA, they accepted complaint, and now we waiting Bet at home response.

Thank you, Eva, for your reply. As the relevant authorities have been notified about the issue, we will now close your complaint as ‘Waiting for decision of regulator’. I’d like to kindly ask you to let us know once there are any updates on this matter. My e-mail address is andrej.p@casino.guru. Once the ruling of eCOGRA is known, we will close the complaint accordingly.

Dear Eva,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by eCOGRA, we kindly request that you forward their official statement to andrej.p@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the ADR/Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Andrej, Casino Guru

Dear Eva,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as ‘Rejected’.

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the eCOGRA's verdict. Until then, we appreciate your understanding.