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Bet-At-Home - funds confiscation
Ruling
Found for the Casino - This player has submitted documentation that is clearly not of a standard to pass verification checks and as such we will take no further part in the representation of this player's claim.
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Player's Complaint
Hello, I have requested a withdraw of 2500€ from my account and have send my documents, then a few days ago I received an email that my account will be closed and my funds will not be reinbursed because of irregularities found while verifying my account. I received no explanations or questions from them or requests for new documents, I have send them my bank statement, my skrill account and my ID. Now they do not respond to my emails and they simply took my money and locked my account. I think they are having problems with my ID as I have firstly send them my ID about a month ago but it has already expired so they demanded a new one and I asked my municipality to give me an extension on my ID because it is faster then demand a whole new ID to be made, which I then received and send to them. I can also send them some other documents if they need to be sure about my identity but they simply locked my account with all of my money and do not answer my emails.
9 Responses
Thank you for your help. If you need anything please let me know.
Hello, it has already been 3 weeks since this happened and MGA does not return my emails and neither does bet-at-home. My account is simply locked and my money is gone
Hi pavo951,
Please ensure you've submitted your complaint via the online form - https://www.mga.org.mt/support/online-gaming-support/
Emailing the MGA will not result in any response if you do not have an open complaint.
Thanks,
ThePOGG
I have submited a complaint with MGA and they have done nothing I have not received any answers why my account was closed and both my deposits of over 1000€ and my winnings were confescated. No answers any my account remains locked and I am without all of my money. Is there anything you can do about this ?
Hi pavo951,
Unfortunately Bet-At-Home have not responded to our efforts to communicate with them about this case.
Can you confirm that we have your permission to share your information with the MGA?
Thanks,
ThePOGG
Hy, yes of course please do whatever you can as they still do not answer my emails and have not payed me my deposits or my winnings
Tank you for your help
Hi pavo951,
I've spoken with the MGA about this issue and they've informed me that they closed your complaint and emailed you a clear conclusion to this issue on the 17th of August.
While the regulator has not gone into detail about the specifics of your complaint they have indicated that this is a verification issue. As such, to move this complaint forward I need you to forward the emails you sent to Bet-At-Home containing your ID to [email protected]
Thanks,
ThePOGG
The documentation that this player has submitted to Bet-At-Home clearly does not pass standards for verification. As such this case will be closed in favour of the operator, we will take no further part in the representation of this player's claim and no further posts will be approved on this complaint.
ThePOGG
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Agreement
pavo951 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:
August 8, 2018
Hi pavo951 - welcome back!
I'll contact the operator and see what we can find out for you.
Thanks,
ThePOGG