BET-AT-HOME.COM locked my account without explanation

[Nergal]

Hi everybody.
It seems i have serious problem with one of online bookies, you probably know them, i'm talking about BET-AT-HOME.COM based in Austria and licensed in Malta.
I am very confused about them since yesterday because after usual login procedure to my BET-AT-HOME betting account, I realised it's locked.



So I emailed their czech support yesterday with question about a reason concerning the fact my account has been suddenly locked, received no response. I tried it one more time todays morning, still haven't a word from them - in straight contrast with their promises about "rapid and competent response", as you can see below.



Live support don't work, seems busy every time.
I'm using them as a quite good online sportsbook for about 2years (and also Gamebookers, Expekt, Unibet, iFortuna and Doxxbet) and never had any serious problems. I never get really huge winnings or constant profit at BET-AT-HOME.COM since I'm using them for one or two high-odd system bet slips per day with small wagers, just for fun. And, i never had any wager limits set by them.
I'm pretty sure I didn't broke any of their policies which could result to locking my account, as well it ain't be abused by 3rd person (no one have access to my PC except me, I'm responsible enough to avoid internet threats such viruses, trojans, hacks, password steals etc..). I'm not a bonus hunter/abuser, have no multiple betting accounts, received no bonuses and made no withdraws recent months in any ways.
Now I'm finding the way to continue using my betting account at BET-AT-HOME.COM, as well as gain access to my account balance, e.g. my money i put them and which is now locked (pardon my french, stolen) by them. I am waiting for any response made by their support, but after 2days, i am litle bit nervous and thinking about that they simply robbed me.
Do you think that writing formal complaint to the regulator, LGA Malta, can help?

[Lucas]

hi nergal,
contact their english site and be patient,
noone works during weekends in Czech rep

[vanman]

Don`t bother contacting the LGA in Malta they are a complete waste of time,and they will do nothing.

[noyb]

bet-at-home is a decent shop. stop talking about making any formal complaints just yet, it will only affect your case negatively.

be a little bit more patient. i'm sure they'll contact you after the weekend

[bigboydan]

First off, Let me welcome you to the SBR forum

I've stumbled across a few complaints from their players, and now you know why SBR has them rated as a "D rated" book. Usually it's a lack of communication or a credit card processing problem. If you need some assistance with this. Please fill out this complaint form with your details and one of us will inquire on your behalf.

[Justin7]

Have you tried calling them?

[Lucas]

they are the same case as bwin or expekt, euro bookie that tries to offer CS in all languages, but since for the smaller countries there is only one person for CS, they have delays sometimes about 1 week, esp. if it is non-trivial problem

[Scorpion]

How are they doing with their payouts?
Any complaints?

[bigboydan]

How are they doing with their payouts?
Any complaints?

Their payouts usually take about a week (give or take). In fact the only outstanding complaint I have seen from this book is this one. The problem is that this poster never posted an update so I don't know if it ever was resolved.

[greek]

email them, call them 2 times at least, log everything[let them know ya gonna trash them on sbr]if ya cant come correct!! then if that dont work---- trash them on at least 20 sites , if they wanna steal from ya, and dont recommend anyone til ya can get it straightened out

[Nergal]

they are the same case as bwin or expekt, euro bookie that tries to offer CS in all languages, but since for the smaller countries there is only one person for CS, they have delays sometimes about 1 week, esp. if it is non-trivial problem

Well, they are proposing fast replies as a "kind of benefit" they offer to their clients, just on the main website, no matter in which language the support is. But this is not the point. I am just wondering about the way they did it - just locked someone's account without letting him know why, blocking all the money on it... what the hell - is that a honest business? I don't think so..

On the other hand, i had some minor problem with Expekt, also czech-speaking email support, replied in half an hour on saturday, everything became alright then..

[noyb]

maybe banktransfer takes a week, monybookers usually takes about a day, maybe two, never any more.

in my own experience the d-rating definitely does not do them justice, and i've had my fair share of payouts there. never ran into any trouble, so I've never experienced any apparent slow communication. i can't really remember contacting them ever, since there was never any need.

by the way, threatening to damage books on the forums in this stage is about the worst possible advice you can give anyone. first step is talk to the book yourself (and i don't mean just send them an e-mail or two, CALL them!). if the first step over a longer period of time gets you nowhere, it might be wise to get in touch with the SBR's of this world, but still not to post it on a forum. Only if this also gets you nowhere, you've tried everything else, then in some rare cases I can imagine you would take your problems the forums.
this guy has send an e-mail, not had a reply for two days. that's not even worth discussing about here.

[noyb]

but i've just noticed my advice has come too late, as nergal has already posted the same thread on bettingadvice, and problably a number of other betting forums as well.

if i were bet-at-home, i'd pay you and then boot you.

[Lucas]

On the other hand, i had some minor problem with Expekt, also czech-speaking email support, replied in half an hour on saturday, everything became alright then..

you were lucky then and the guy was just sitting by compy,
it took them few days for me

[Nergal]

but i've just noticed my advice has come too late, as nergal has already posted the same thread on bettingadvice, and problably a number of other betting forums as well.

if i were bet-at-home, i'd pay you and then boot you.

Hi noyb, i've posted it here and on BA, nowhere else. Maybe it looks strange to someone, but i did it because i don't like this way of handling with the customers, if i'd been handling with my clients in my work this way, i'd been fired within the same day. If we will tolerate such behaviour to them, they will continue to bother us that way anytime.

[noyb]

Hi noyb, i've posted it here and on BA, nowhere else. Maybe it looks strange to someone, but i did it because i don't like this way of handling with the customers, if i'd been handling with my clients in my work this way, i'd been fired the same day. If we will tolerate such behaviour to them, they will continue to bother us that way anytime.

nergal, it's been only two days, which happen also to be a saturday and a sunday.. what do you expect. i've dealt with sportsbooks who do not respond to any e-mails ever, and they are rated higher here on sbr. you have to call them to get something done.
i can imagine you're concerned, but the suspended account could be about anything, and will problably be solved by sending in your ID or something.
if you really really can't wait until you get a reply later this week, don't waste your time posting on forums, call them!

[Nergal]

Noyb, I am not sure we understand each other. My goal is not just blindly spreading the bad word about this bookie. I will keep updated this thread with every single thing i'll receive from 'em (if so).
I'm not here to bury them. That wouldn't be very wise and fair. I still think they have exceptional offer for soccer betting, especially european handicaps even for minor leagues (which i'm using quite often for system betting), all in user-friendy interface - that's the reason i've bet here. But i'm talking about the way they behave is unacceptable for me, especially if they are proposing fast replies - which is obviously not true. Do you think that lying for marketing purposes is okay? I don't. And I want people to know about that, they could be faced with the same problem one day (i finally know, SBR rates them as "D", but who knows that, i didn't when i joined).
And finally, I'm not saying they robbed me, I say that I feel like they did it because they didn't let to know me in advance, neither 2days after despite the fact they are promising it, and the fact is that my balance is frozen.
Now, I hope we are understanding each other better.

[noyb]

Noyb, I am not sure we understand each other. My goal is not just blindly spreading the bad word about this bookie. I will keep updated this thread with every single thing i'll receive from 'em (if so).
I'm not here to bury them. That wouldn't be very wise and fair. I still think they have exceptional offer for soccer betting, especially european handicaps even for minor leagues (which i'm using quite often for system betting), all in user-friendy interface - that's the reason i've bet here. But i'm talking about the way they behave is unacceptable for me, especially if they are proposing fast replies - which is obviously not true. Do you think that lying for marketing purposes is okay? I don't. And I want people to know about that, they could be faced with the same problem one day (i finally know, SBR rates them as "D", but who knows that, i didn't when i joined).
And finally, I'm not saying they robbed me, I say that I feel like they did it because they didn't let to know me in advance, neither 2days after despite the fact they are promising it, and the fact is that my balance is frozen.
Now, I hope we are understanding each other better.

Nergal, I understand you fine. It's just most complaints on this forum are to a varying extent real complaints, to me an email-unanswered-for-two-days is not a real complaint, but a normal day-to-day experience for the average bettor. if this is the worst bookie behaviour you have ever encountered in your betting career so far, you are a very lucky man.

btw, have you already called them?

[roasthawg]

matchbook locked my account when they decided they wanted to verify my credit card...i made a phone call and confirmed some info and we were all good. sounds like you might have a similar situation...

[bigloser]

I have made 2 withdrawals both moneybookers both received within 4 hours

[Scorpion]

bet at home is rated D by SBR

[BrentCrude]

You might want to try the euro version of SBR to find people complaining

If you go to www.bettingadvice.com on the bottom of the webpage you will see a forum tab.There are hundreds or thousands of people that do nothing but deal with and talk about the euro sportsbooks.Bet at home people hang around there too.

[kiwi]

I can say I did many withdrawals from Bet-at-home (and sister sites), to Moneybookers and by bank wire, and never had any problem. Their D-rating at least for european customers is too low.

[Nergal]

OK guys, let's keep updated and prompt about my case.
Finally I got an e-mail response from BET-AT-HOME support.
They are saying that I've entered wrong pwrd three times so they locked it. In fact, I'm sure I hadn't because I never type it through the keyboard but using automated system with exactly set login and pwrd string, but nevermind.. Now i don't want to know anything about their motivation they did it, because the fact is - my account is finally unlocked and seems I can use it again.
Support said that they're sending me new login+pwrd, which in fact - it's totally the same as it was
So for now, they saved their reputation in my eyes.
Thank you guys for opinions.

[Lucas]

bouře ve sklenici vody

[Nergal]

bouře ve sklenici vody

Now, they know very well how to scare me

[noyb]

[B]In fact, I'm sure I hadn't because I never type it through the keyboard but using automated system with exactly set login and pwrd string, but nevermind.. Now i don't want to know anything about their motivation they did it, because the fact is - my account is finally unlocked and seems I can use it again.

Very likely it wasn't you who typed in your pw wrong three times, but someone else.

[Nergal]

Very likely it wasn't you who typed in your pw wrong three times, but someone else.

Like I wrote, this is extremely improbable, but from the pragmatic point of view, discussion about that is useless for now.

[noyb]

Like I wrote, this is extremely improbable, but from the pragmatic point of view, discussion about that is useless for now.

you write it is extremely unlikely YOU mistyped 3 times. you didn't write why it is unlikely someone else did. another act-hold might have been confused about his account number, mistyped a number, or something completely different.

like you said, discussion about this is pretty much useless, but i'm sure we can both agree it's very unlikely bet-at-home locks accounts at random for two days just for the fun of pissing off their customers.

[Nergal]

you write it is extremely unlikely YOU mistyped 3 times. you didn't write why it is unlikely someone else did. another act-hold might have been confused about his account number, mistyped a number, or something completely different.

like you said, discussion about this is pretty much useless, but i'm sure we can both agree it's very unlikely bet-at-home locks accounts at random for two days just for the fun of pissing off their customers.

Of course, as well as they might lock it for smthng, then realize that existence of this thread and thread on BA is not very good for their business, pros < cons so made a legend about wrong pwrd and unlock the account to stop spreading such infos through respectable forum... (and sent me the same login+pwrd as I used before)...
I know it looks like conspirative theory, but you never know what happened exactly and no one will tell you, so it's just useless.. Let it be..