bet-at-home Casino DE - Акаунт гравця заблоковано під час спроби зняття коштів.

I have already completed the verification successfully in their online casino (I sent my passport, utility billt and selfie), but when I wanted to withdraw the money, they locked my account due to explanations, and now they are not responding to my emails.

Dear Robert0,

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 advise how long were you a player of the casino and when exactly was your account blocked? How did you learn about your account being blocked? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer) Did you achieve your current balance with or without an active bonus? 

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,

Tomas

I recently opened an account and took their welcome bonus. Upon withdrawal, they requested verification, which I managed successfully, and then a day later they sent me an email saying that my account is locked

What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

Could you please send me the emails you received from the casino on the matter? My email is tomas@casino.guru

I'll await your reply.

Dear Robert0,

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.

I play sportsbook. I send you screen shot of recived emails to your email.

I can see the reason given by the casino to close your account was 'irregularities with the documents'.

Could you please list which documents you submitted to the casino for verification? 

Did the information on the documents you submitted correspond with personal information in your casino profile?

Could you please send me the confirmation you received from the casino about a successful verification?

My email is tomas@casino.guru

Thank you in advance for your reply.

I sent them my ID, utility bill, and took a selfie through their verification program. All information in my Bet-at-home account are correct. I am sending you a confirmation of completed verification by email

Thank you for your response.

Disappointingly we cannot pursue your case further.

The website https://www.bet-at-home.com/ for players from Austria currently doesn't operate as an online casino, as it offers only betting on sports for players.

As such we couldn't mediate your issue per our policy, even though the issue itself might not be sports-betting related.

Thank you for your understanding. I will send you the list of suggested websites via email after closing this complaint, which might be of help with your issue with the bookmaker.

Let me emphasize we don't think your complaint is unjustified, only that we cannot effectively help on the occasion with this particular website.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help. Please do not hesitate to contact us if you run into issues with any online casino in the future.