CLOSED - bet-at-home locked account with irregularity in verification

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Last post made 8 years ago by Melcb
muziq
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  • muziq
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  • Hi

    i have made some deposits to casino never made  a withdrawal 2 days ago
    i deposited 125 and withdrawn 1150 .. im asked to send documents which i sent

    then im also asked to send photo of my driving license and i did the same
    now i get a mail saying my account is locked with verifying irregularities

    and the worst is they not even discussing the issue with me
    im a player at all of the top casino like  betat,guts,betspin.32red and verified every where

    and i really felt sad and worse  that they jus locked account without saying anything

    will appreciate any help i can get

    ty

    muziq

  • Hi muziq,

    I'm sorry you feel disappointed. I contacted a casino representative on your behalf and I am confident they will get back to me soon regarding your complaint.

    Thank you for your patience.
    Regards,
    Emma

  • Hi muziq,

    thanks a lot for your posting. Since customer satisfaction is one of our most important goals, we will look at your request in detail.

    Being able to do so we would require your "betting account number".

    Have a nice weekend.

    Br.

    Steph
    bet-at-home.com Affiliates

  • hi Betathoem team

    im so happy that i ahve some one here to help

    my betting account number is Betting account number: 16008597

    my issue is requested withdrwal and i sent documents

    and i have been told that they cant accept scanned docs and need  photograph

    i forwarded photograph  then my account locked

    no idea why im a player of lot of loyal casinos and never had any issue

    really relieved that some one is here to help

  • a big thank to emma for the help and steph u too

    hope it will be rectified soon

  • Hope you have seen it '

    waiting for the reply

  • Hello again,

    after reviewing this again we can only refer you to our service department (as they are dealing with customer queries). Please address your betting account number, they are already aware about the situation.

    Best regards,

    Steph

  • Ty steph

    as i mentioned im not getting any kind of reply from customer service
    thats why have to use other options like this

    Betting account number: 16008597

    as im said im a member of most of the reputed casinos and verified every where
    and had no issue at all

    all my documents are genuine

    so i hope this can be rectified and i can continue play

    thnks for the help

  • Hello muziq,

    The rep is assuring us you were contacted by the casino and that everything was already communicated to you.

    To my knowledge you made a serious breach of their general terms and conditions and there's nothing we can do about it, you will have to continue resolving this with the casino's support. 

    Regards,
    Emma

  • no no pls emma i will copy the email i got

    i didnt breach any terms i just deposited send documents and thats all

    thats what i do with all the casinos i repeat i didnt breach any terms

    please help me

  • thi is the first mail i got after sending documents

    "Hello Pradeep,

    Thank you for sending your documents.

    We would like to inform you, however, that we require a picture of your driving licence. Please note that we cannot accept a scan of this document. We therefore kindly ask you to send high-quality pictures of your driving licence (front and back) to verification@bet-at-home.com.

    We will then verify your account within about 24 hours and proceed with your withdrawal.

    Have a nice day.

    Best regards"

    so i took a photo of my licence  and sent and i got the reply

    Hello Pradeep,

    Your account is closed because we detected irregularities when verifying your account and with your documents.

    As you violated our rules, your betting account will remain closed. Please be informed that the game contract between you and the company is therefore terminated and our customer service is no longer available for you.

    Best regards,

  • so this is all they say they noted irregularities
    what irregularities i dont know ??

    and they are not saying what it is

    i have sent this documents to around 20+casinos here and its approved every where

    i assure u im a genuine player and didn't do anything wrong

    the casino is not replying to my email or and not responding to my chat


    all they say is there is irregularities and i breach and so they cant communicate

    what breach what irregularities they are not even saying that 
  • And iam willing to send all my documents to LCB if needed so they can verify it themselves
    if needed .... i didn't done anything wrong .. and i denied justice here

    and i hope it will be sorted sad

  • Hello muziq,

    Please don't do that as we are not eligible or qualified or allowed to review your personal documents. This matter is between you and the casino, the rep was very prompt to look into your complaint and get back to us with a response.

    As I said before and I will repeat now, there's nothing we can do at this point. You need to resolve this with the casino's support, which already explained everything and answered  your questions.

    As you can see for yourself, from the emails you have posted here, the casino has detected irregularities when verifying your account and with your documents.

    There's no point in prolonging this issue here.
    I hope you understand.

    Thank you for reaching out.
    Regards,
    Emma

  • so emma i hav ejust two points

    1) i have snd all the cos required and the casino is not saying what  terms did i breach what wrong
    with the docs ... nothing they just says "i breach terms  thsi document have been aproved every where

    2) i have deposited 500+ there so just took al my deposits and when i made a withdrwal they say i breach terms and they took all my winnings and deposits and its just that and no one can do anything about it huh??

    3) all say the casino will communicate me they dont replying my mails the dont answer my chats

    i joined the casino by clicking the link here and no one can do anything when im on trouble

    thats so sad

    "atleast im entitled to know what did i wrong whats wrong with my documenst,,"

    suerly they cant take all my money just like that

  • and the rep said  "the casino will cotact me "

    im not contacted by any one ... and im denied justice here without any reason

  • The risk team has said that one of your docs are fraudulent. We have asked the rep to send the 'faudulent doc' through so we can inspect it

  • Ty  very much mel

    im relived now .. i assure you all my documents are genuine and accepted every where

    and i never done any fraudulent activity and never will ....which you will understand when you

    inspect it ....

    ty so much i will wait for now

    and sorry if i spoke in angry tone i never intended in that way ...and i was disappointed with all the things


    once again thnks a lot for the help

  • hope this will be sorted out soon sad whistle whistle whistle whistle


  • The risk team has said that one of your docs are fraudulent. We have asked the rep to send the 'faudulent doc' through so we can inspect it

    As the holidays are over i hope something can be done on this sad

  • The risk team has said that one of your docs are fraudulent. We have asked the rep to send the 'faudulent doc' through so we can inspect it
    .
    any news from them  mel hoping this will be resolved
  • really wish if some one made a reply sad


  • The risk team has said that one of your docs are fraudulent. We have asked the rep to send the 'faudulent doc' through so we can inspect it
    its been 20 days since u made this reply am still waiting  to resolve this
    any progress didi they send the documents diid u have a feed back appreciate a reply

  • The risk team has said that one of your docs are fraudulent. We have asked the rep to send the 'faudulent doc' through so we can inspect it


    Hi,

    Bet at home actually have a bad reputation and a very low rating.
    BMR, an important site of reference for bettors , put bah on the red list ( high risk company).
    It 's not enough to say that the document is irregular ... they have to specify the reason . Otherwise it becomes too easy ...
    When I take money everything is in order , when I have to pay  there is something fraudolent.

  • really wish if some one made a reply sad



    Hi Muziq,

    betathome accept the mediation of eCOGRA ... then you can try to send a request . I think it's all free.
    http://www.ecogra.com/srs/policies_procedures.php
    http://www.ecogra.com/srs/dispute.php  (dispute form)

    Bye and good luck! smiley

  • Thank you james for the reply i have no idea it was such bad firm

    it was rated high here so i registered my bad

    yeah they simply said ur docs cany be aprroved so u vilated rules so we cant discuss anythng u have no player rights thats it


    not even a word of the deposits i made sad


  • ...
    yeah they simply said ur docs cany be aprroved so u vilated rules so we cant discuss anythng u have no player rights thats it
    not even a word of the deposits i made sad
    ...


    Hey Muziq...don't give up!
    You should fill out the dispute form ... what do you have to lose?
    Ecogra have a greater influence and the right tools ... it's their job.
    An attempt cannot harm you smiley
  • Hello muziq,

    Lets not forget that you have been accused of having fraudulent documents which is a clear breach of their general terms and conditions. 

    The casino rep has kindly declined our request for documents as he is not authorized to share such player information, which is more than understandable. He himself is not able to see the doc in question and has to solely rely on Verification department for this matter. On a different note, he assured me that they have explained the situation to you through a series of emails.

    The Verification department has prove that the ID/Docs were deliberately modified/faked which is a clear breach of terms and conditions and always results in a closure of the account.

    I hope you understand the situation here, we cannot review your documents, we cannot ask you to show us your documents and even if you decide to share that information with us we cannot compare the documents you would send us with the ones in question.

    There's nothing else we can do at this point except advise players to carefully read and follow casino T&Cs before making a deposit.

    Thank you for your patience.
    Kindest regards,
    Emma



  • The Verification department has prove that the ID/Docs were deliberately modified/faked which is a clear breach of terms and conditions and always results in a closure of the account.



    Hi Emma,

    Practically they can close the account without explanation .... this is written in the rules . But if ecogra contact them then Betathome must provide the reasons and documents deemed to be fraudulent (excuse me for my terrible english),
  • welll thnk you so much 

    such a joke fo a statement ...


    the same documents approved by every where i play the casinos listed here all of them ahve no problem

    this casino come and says it fraudulent what a  funny thing


    they should have at least give back my deposit who have taken authority to take me my deposit ..

    well i will forget all this and i will move on i will never join a casino listed here


  • welll thnk you so much 

    such a joke fo a statement ...


    the same documents approved by every where i play the casinos listed here all of them ahve no problem

    this casino come and says it fraudulent what a  funny thing


    they should have at least give back my deposit who have taken authority to take me my deposit ..

    well i will forget all this and i will move on i will never join a casino listed here




    This is by no means a joke. Casino is claiming that you have submitted fraudulent documents. We have no authority or means or even qualifications to check for the validity of such documents, nor this casino is in any obligation to provide us with such personal data.

    And just because you claim that other casinos have accepted your documents, is of no relevance to this case.

    We did ask them to refund your deposits back, but in such cases where the fraudulent behavior is suspected or determined this might be tricky to do.




  • the same documents approved by every where i play the casinos listed here all of them ahve no problem
    this casino come and says it fraudulent what a  funny thing



    If you are unsure of your statements you have to act . Lcb haven't the responsibility of the behaviors and decisions of the casino.
    Don't waste any time,fill the form and keep us informed smiley
  • any way im leaving it where it is... at that time gambling budget was very limited ... and was so sa dthis happened but i had some nice wins with my balance and have best ever postion now..

    both at good casinos and i already received my  winnings ...

    i have learned my lesson i will play at casinos i regularly play and never again join a casino unless its a sister casino where i play

    i hav had 35+ wildlines in DOa and this is the only time i coudnt cash out ......

    but i will move on just for the records

    i have send the same documents to a new casino yesterday and its approved

    and thi is also my last post here ..

    all the best lcb



  • welll thnk you so much 

    such a joke fo a statement ...


    the same documents approved by every where i play the casinos listed here all of them ahve no problem

    this casino come and says it fraudulent what a  funny thing


    they should have at least give back my deposit who have taken authority to take me my deposit ..

    well i will forget all this and i will move on i will never join a casino listed here




    This is by no means a joke. Casino is claiming that you have submitted fraudulent documents. We have no authority or means or even qualifications to check for the validity of such documents, nor this casino is in any obligation to provide us with such personal data.

    And just because you claim that other casinos have accepted your documents, is of no relevance to this case.

    We did ask them to refund your deposits back, but in such cases where the fraudulent behavior is suspected or determined this might be tricky to do.


    you can discontinue it im no more interested in this  casino ...  and want to forget all this
  • Dear musiq ...
    you cannot throw the stone and after hide the hand ( so we say here )
    If you ask a question and you're sure of your reasons then you have to pursue the solution.
    So If you run away you let doubts about your reasons and especially on your person.
    We aren't born on the mountain of soap smiley

  • I am sorry we cant help you more Muziq. If you are unhappy with this result I do suggest you take MrJames1927 advice and handle the dispute through their licensing authority in Malta or the UK gambling Commission or eCogra.

    We havent had any previous troubles with this casino and they rank high on LCB according to other members. They are also licensed in Malta and the Gambling commission which are 2 of the trusted licensing authorities for online casinos.


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