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Bet-at-home - do not pay me my winnings.

Ruling

Found for the Casino - This player has submitted ID and we can confirm has be doctored. As such no payment is due.

Read our Bet-At-Home Casino Review.

Player's Complaint

Hello,

I am so tired by bet-at-home.com so I will be short.

I deposited in FEB2017 400euros, received bonus, 200euros, name few bets and my account balance skyrocketed to 3500euros. I requested 666 Eur out. Before this, previous year I have opened my account (number [EDIT]), I double checked that all my data are correct and not misspelled by mistake, as I would not like to lose my security question/answer for example) - I lost my first and also second deposit I think. Back to I requested 666 Eur payout. They requested my ID. I sent, they received it. Email that my account has been verified came next morning. 15 minutes later, email that they want photo of my face holding ID came. After some emails they broke me and I sent it. They refused low quality, I took new picture, after that, a cite their email

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 accurate and correct details.

Since you breached our General Terms and Conditions (Specifically: section I, point 5), 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,

Your bet-at-home.com team

I have no idea what are they up to. Firstly the ID was fine, then my photo of face holding the same ID not ? Strange.

I really do not have energy nor time for this, also I regret my bets over there by now. I also wrote to support.mga this morning.

I read a lot of topics now, where customers have been cheated and I am quite frustrated how easily can a bookie not pay and cut communication. I think someone has a sleepover or is frustrated for some reason and they want my ~2500euro win as a bonus on their paycheck/wage.

But it is strange, as they are targeting my country, they should have a valid license here (which I could not find), and also they should behave like in Europe. The thing made me mad is, they refuse to communicate with me, also banned me from chat, as they could not take my requests and arguments. I have talked to a family lawyer, he told me even though it could take some time, I should fill the forms and deliver them to court. He believe if someone from EU targets some country (Slovakia in my case), it is considered as a deal between company and customer under the law of customers country.

But what i do not get is, why would they say something so absurd, like this (my ID has irregularities), if they are listed on EU markets and they shares are pretty successful.

Since I have been scammed by two bookies licensed in Malta few years back, I am really tired of this already.

Thanks a lot for your time.

[EDIT].

Read the casino review

13 Responses

User icon
ThePOGG
April 10, 2017

Hi DS001 - welcome to ThePOGG.com!

Could you forward the emails you sent containing your ID to [email protected]?

Thanks,

ThePOGG

User icon
ThePOGG
April 12, 2017

Hi DS001,

In response to your email - yes we are looking to see the emails containing your ID that you submitted to the operator. This is to confirm whether there are any obvious problems with your ID submission before going further.

Thanks,

ThePOGG

User icon
ThePOGG
April 24, 2017

Hi DS001,

I've taken some time this morning to look over the driving license images you sent over. Having spent some time reviewing what a Slovakian Driving License should look like I do have some concerns regarding the validity of this document.

We will contact the operator to discuss this issue, but if Bet-At-Home respond I would expect this document to be rejected for verification purposes and as such you should be prepared to have to provide alternative documentation.

Thanks,

ThePOGG

User icon
DS001
April 27, 2017

Hello, Thank you for Your time with this issue, also, i am sorry for late reply, I do have some life changes I need to take care of. But I do have one question. What is wrong with the ID I have forwarded to You ? The validity must be real, as I was in person 5-6years back for this ID at the police station. So it is impossible it would be fake, or not a national ID issued by government institution, or invalid in any way or form. The ID is valid for 15 years since it was issued. Back in 2011, when it was issued, there was no such law which would limit the ID validation (it came later on). Well, let's wait what Bet-at-home replies. Wish You a nice day, Kind regards, [EDIT]

User icon
ThePOGG
May 1, 2017

Hi DS001,

I appreciate that this will be frustrating, but I cannot explain to you the exact nature of the issues with your ID. While I would stop short of asserting that the ID you sent through is definitely fake (we would have discontinued this complaint immediately if we had confirmed the submission of fake ID), there are aspects of it that do not completely conform to the standards set for a valid Slovakian EU ID card that we have managed to confirm via EU databases. The issues are not substantive enough that we'd feel comfortable asserting that the ID card is fake - there may be other explanations for the discrepancies we are not aware of - but they are enough that we have concerns. Given those concerns, if we were to explain the problems to you and the ID was to turn out to be fake we would have provided you with a road map as to how to improve your fake documents. For obvious reasons we can't do that.

I'm am still trying to contact Bet-At-Home for you.

Thanks,

ThePOGG

User icon
DS001
May 1, 2017

Hello, Thank You for explaining the reason, makes perfect sense this way. In short, I do understand, since that information shocked me, I was curious, as it never happened to me till now. I hope your EU database is up to date, but it seems that you know what are you doing. Perhaps, You could also ask government of Slovakia for database or specimen sample for the given year. Just an idea. Anyway, I am also curious what Bet-At-Home replies. I am thankful for your time and effort. Thanks, [EDIT]

User icon
ThePOGG
May 17, 2017

Hi DS001,

I've spoken with Bet-At-Home about this issue and they inform me that you submitted 2 lots of ID. We have the ID you submitted on Tuesday the 21st of February. Could you forward any other emails containing ID you submitted at other times?

Thanks,

ThePOGG

User icon
ThePOGG
May 24, 2017

Hi DS001,

We cannot move this issue forward until you've provided the emails requested above.

Thanks,

ThePOGG

User icon
ThePOGG
May 31, 2017

Hi DS001,

If we haven't heard from you by Friday the 9th of June I'll assume you no longer want our help with this issue and close this complaint.

Thanks,

ThePOGG

User icon
ThePOGG
June 5, 2017

Hi DS001,

Thanks for your email. I also need the email submission you made date 01/03/2017 at 14:26.

Thanks,

ThePOGG

User icon
DS001
June 7, 2017

Hello, I think I do not have that email anymore. I was not successful locating it. I am sorry for any inconvenience. Thanks, [EDIT]

User icon
ThePOGG
June 9, 2017

Hi DS001,

I'm afraid we need to see that submission to move your case forward. Your second submission has again raised concerns and the other submission needs to be reviewed.

Thanks,

ThePOGG

User icon
ThePOGG
June 23, 2017

Hi DS001,

If we haven't received the required documentation by Friday the 7th of July I'm going to close this case in favour of Bet-At-Home.

Thanks,

ThePOGG

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DS001 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:

April 10, 2017

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