Bet-At-Home - does not pay

Hi juliansh1 - welcome to ThePOGG.com and Happy New Year!

I'm afraid you may have the wrong impression about the service we offer here. This isn't a forum for you to apply pressure to a casino to pay you, this is a service where we'll try and help you resolve your issue. As long as this complaint is open it's managed privately so demanding a casino pay you won't do any good.

As it stands, it sounds to me like Bet-At-Home have substantial concerns about your identity. There's obviously something about how your connection to them has registered that indicates that you could be obscuring your real identity or associates you with other account hence why they want you to explain your internet connection to them.

Requesting a letter from you bank suggests that they've found the ID you've submitted up to this point questionable and want further evidence that you are actually the named account holder of the bank account in question.

As things stand I'll be happy to speak to Bet-At-Home for you when you provide your username and email address as detailed in our complaint guidance, but I will not press for the payment of your funds until such time as any incongruities with your account have been explained and your identity has be adequately established.

Forward on your username and the email address you use at Bet-At-Home and I'll try to talk to the casino.

Thanks,

ThePOGG

Hi juliansh1,

I haven't received your username or email address and without this I can't do anything to assist you. Please forward these on asap.

Thanks,

ThePOGG

my user name is [EDIT] and my email is [EDIT] or [EDIT] I can not remember what email I make the account with.

Just looking for any update on this. Please let me know is this still in progress?

Hi juliansh1,

Yes I am still looking into this for you. Right now Bet-At-Home have asked me to ask you to contact their customer support team directly. I'm currently explaining to them that the reason you're here is because their customer support team haven't managed to resolve your issue.

ThePOGG

Any update? I can wait I just want you to know I have not forgot this. Thanks.

Hi juliansh1,

I don't have any further updates for you at the moment. Bet-At-Home want you to talk directly to their customer services. I have explained the issues with this to no avail. I'm currently trying another route to hopefully get to speak to a team member higher up the ladder. I'll let you know when I've got more information.

ThePOGG

Ok thank you. I will contact them again today if someone will help me. Then if they do not you can tell them I tried again.

Ok. The update is that I sent them a screen shot of my Neteller home page account. I sent them a screen shot of my Neteller transaction history of me making a deposit to them. I sent them a proof of address. This is what they asked me for and I sent it to them. Now I still don't have the money and I don't know what is going on.

Hello? I have no response from them still and no response from you. I don't know how to let them know I sent the documents.

Hi juliansh1,

Apologies for the delay - I've been attending an industry conference with limited time/internet access for the last few days.

I spoke with someone at Bet-At-Home yesterday. They are unwilling to give me any details as to that actual nature of the issue and simply insist that you contact them directly at service.en[@]bet-at-home.com.

What I would suggest is that you forward on any correspondence you've had with their security team to me, including the documents you sent in, and I'll review this information to see if there are any obvious problems. You can send this through to [email protected].

Thanks,

ThePOGG

Hi juliansh1,

Before I can do anything further to assist you I need you to forward on any communications you've had with Bet-At-Home.

Thanks,

ThePOGG

Hi juliansh1,

Is it fair to conclude that you've managed to resolve this issue with Bet-At-Home support?

Thanks,

ThePOGG

Hi juliansh1,

If I've not heard anything further from you by Friday the 27th of February I'll assume that you've managed to resolve this issue directly with Bet-At-Home.

Thanks,

ThePOGG