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Bet-At-Home – would not verify my account and pay because of change of my address

Ruling

Found for the Player - Bet-At-Home have made claims that would amount to fraud. We have been unable to verify these claims and the casino won't discuss further. As such Bet-At-Home have been moved back to Not Recommended status.

Read our Bet-At-Home Casino Review.

Player's Complaint

Username: [EDIT], account: [EDIT]

I opened my account with my old address as most of my documents bare this address [EDIT]

However I was in the process of moving to a new house but did not know when I will get bank statements with the new address. When I wanted to make a withdrawal, betathome asked for my documents and I sent MY ID card, myself holding my ID card, my bank statement with my old address [EDIT]. As this statement was dated June-July, they asked for a newer statement so luckily i received my bank statement with my new address [EDIT].

They blocked my account because of this saying that this address is different from the one I used to register my account. I asked them to update my address but they refused, blocked my account and confiscated my funds. This is unfair as i can change address anytime.

This is the last email they sent me:

Hello [EDIT],

Thank you for your enquiry.

During the verification process, we noticed irregularities with the documents you provided us with. We would like to inform you that when customers open accounts with us, they are obliged to register with their correct details.

Since you breached our General Terms and Conditions (Specifically: section 2.2.3), your account will remain closed and your funds will not be reimbursed. Please be informed that the gaming contract between you and the company is, therefore, terminated and we cannot assist you any further.

We wish you all the best for your future.

Best regards,

Read the casino review

4 Responses

ThePOGG
Oct 30, 2017

Hi zakiossa51 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
Nov 03, 2017

Hi zakiossa51,

Could you please forward on any emails you've submitted to Bet-At-Home containing ID or proof of address to [email protected]?

Thanks,

ThePOGG

zakiossa51
Nov 11, 2017

Hello

I forwarded all emails i sent to them to you. Did you receive and any update please?

ThePOGG
Nov 24, 2017

Hi zakiossa51,

I've had an extended conversation with Bet-At-Home regarding this issue and unfortunately we've reached an impasse. Bet-At-Home claim that you have engaged in behaviour that would amount to fraud. We have been unable to verify these claims and the casino refuse to provide us with any further information.

At this point there's nothing further we can do to help you. I would recommend you take your complaint to Bet-At-Home's appointed ADR for UK citizens eCOGRA.

Sorry we couldn't be of more help,

ThePOGG

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