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Bet-At-Home - My account is locked

Ruling

Found for the Player - While polite and friendly, Bet-At-Home have made clear they will not discuss this complaint or any others submitted to this site.

Read our Bet-At-Home Casino Review.

Player's Complaint

I tried to log into my bet at home account, but received the message that it is locked and when I chatted to them, they said it's because I broke the terms, but did not say which terms. My account number is [EDIT].

Read the casino review

5 Responses

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ThePOGG
September 25, 2015

Hi zengator37 - welcome to ThePOGG.com!

Before I contact Bet-At-Home I need to ask you if there's any money being withheld? If this is simply a case of you wanting your account reopened there's not going to be anything I can do for you. Bet-At-Home are a private business and as such have the right to refuse service to anyone on any basis that is non-discriminatory. If they no longer want you as a customer I can't make them reopen your account.

Thanks,

ThePOGG

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ThePOGG
October 2, 2015

Hi zengator37,

I'm waiting for a respond from you before I can do anything.

Thanks,

ThePOGG

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ThePOGG
October 7, 2015

Hi zengator37,

If I haven’t heard back from you by Friday the 16th of October I’ll assume you no longer want us to look into this issue and close this complaint as ‘Resolved’.

Thanks,

ThePOGG

User icon
ThePOGG
October 23, 2015

This complaint has been reopened at zengator37's request, who has informed us that £2000 has been withheld when their account was suspended.

I will state that Bet-At-Home have been uncooperative when dealing with previous player complaints submitted to this site and as such I wouldn't expect to make any progress with this issue.

ThePOGG

User icon
ThePOGG
October 30, 2015

Hi zengator37,

I've spoken with Bet-At-Home. Unfortunately they are unwilling to engage with the discussion of this complaint at all and are simply insisting that you contact [email protected] and they will resolve the issue directly.

In your position I'd suggest giving that one last go, but I honestly wouldn't be optimistic regarding the outcome.

If that's not successful, as Bet-At-Home carry a UKGC license, and assuming you are a UK resident, I would suggest taking this issue to Bet-At-Home's Alternative Dispute Resolution service, eCogra.

Sorry we could not be of more help.

ThePOGG

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Agreement

zengator37 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

September 25, 2015

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