Betonline disabled my account with 3k in it.

**caramba** · 08-05-20, 03:30 PM

Assuming that what you're saying is correct, I am confident this will all get sorted. I know books can be extremely frustrating to deal with, but try to be calm when you call them and if you haven't already ask them what about the paperwork process that is invalid and ask what you need to do. And then send them what they ask for. If issue still isn't resolved, file a complaint with SBR and hopefully they will help sorting it for you.

**bubba** · 08-05-20, 03:40 PM

Originally posted by Mongoose

So, I have been with betonline since 2018. I have had no issues with them at all. I made 3k in profits for this time. But My account has been locked.
I get an email ( in my spam folder) saying:
Hello Justin
Your account is currently being evaluated for security purposes. To expedite the evaluation process, please send a copy of the following documents to docume*nts*@be*ton*lin*e.ag.
- A government issued photo identification
- A copy of a recent utility bill or banking statement, issued within the last 60 days
- A photo of yourself holding the Identi*fic*ati*on**Doc*uments may be scanned or you can submit a photo
Please allow up to 48 hours for your documentation to be reviewed
.Kind Regards,Tristan
I promptly sent them pictures of my ID with a selfie of me holding it and utility bill. Since then, I have gone through the following cycle several times.After a day, I got a reply:
Dear Justin in regards to your email, we do apologize for any inconvenience we did receive your documents however, the ID next to face and utility bill are to blurry to read, needs to send a legible document.
So I did it again.
I got a reply :
Thank you for contacting us! This is Chase from Player Services, hoping this email finds you well.This email is to kindly inform you that we have attached the images received on this e-mail to your account for them to be verified.Please note that the bank statement mentioned in your e-mail is not attached to it.If you were requested a bank statement to be sent please forward it to documents@betonline.ag
So I did that. That went under review.
i didn't hear anything back from them. But now I had access to my account...with ZERO balance.
I am getting more pissed.
So I decide to call customer support and try to get a manager or supervisor on the phone. Because I have no idea where my 3k is.
I get a hold of someone who tells me that I have to wait. I went back on about two days after calling to see if it was all good and couldn't log on.
I was like ughh, okay. So I contacted support and they said my account had been disabled.
Also I got an email:
Hi Justin,The following email is to inform that after performing a document verification, it has been determined that the paperwork provided is invalid. In order to provide you with the information as to why the account will remain closed, please give us a call at 1-888-426-3661 ext 5070.Kind regards,Tristan
What? I flipped shit at this point. I have absolutely valid and legit documents.I can prove it. I also have a verify account at Bovada.
So I am getting extremely pissed. I am freaking out cause my money is in limbo.
So I contacted support and they said my account had been disabled much to my dismay. I instantly get upset...So yes I was upset because I basically feel like I am being robbed. I ask them how this is possible, they wont give me an answer. They say I have to talk to the guy in charge of my account and that he is a manager and in a meeting..to contact them in an hour.Happened 3 times in a row. Whatever. We weren't getting anywhere.
Let me be very clear, I can afford to lose all the money or I wouldn't be gambling with it. But to have someone take 3k I am not okay with. Has anyone here ever dealt with this before? I have read stuff like this happening in other sportsbooks but never found a single thing about betonline doing this.I know everyone will probably tell me to just calm down and talk to them but this is extremely frustrating for me. And I am using this forum to vent and ask what you think.

Sorry for the long ass thread.

I too am confident this will get sorted out (assuming what you type is accurate). But this is the type of thing that shouldn't take time and energy for a player to sort out (with or without 3rd party help). I feel your frustrations.

**Optional** · 08-05-20, 04:50 PM

I doubt SBR can do much for you before speaking to the manager they want you to.

But agree with those above, your story sounds like you will/can get this fixed. You first need to know their real reason which must be private, or needs you to answer private questions, if you must speak to just one person I'd guess.

If you send in a Sportsbook Complaint form we can ask a manager to review what staff have done. But I'd try to go through their process fully first.

**bubba** · 08-05-20, 09:42 PM

please keep us posted!

**Mongoose** · 08-06-20, 07:19 AM

Thank you guys, your support is meaningful. I will keep you posted as to what happens.

**Mongoose** · 08-06-20, 07:21 AM

Originally posted by Optional

If you send in a Sportsbook Complaint form we can ask a manager to review what staff have done. But I'd try to go through their process fully first.

Thx, I have not submitted a complaint yet. I want to wait to see how today pans out.
Waiting to see what Tristan says to me. Fingers crossed it all was a big misunderstanding.

**pologq** · 08-06-20, 07:29 AM

good luck with getting your money. i would contact them daily.

**Mongoose** · 08-06-20, 07:46 AM

Thanks pologq.
Honestly don't understand how they first accepted my ID, then the Selfie later and .... "after performing a document verification, it has been determined that the paperwork provided is invalid."

**Rale** · 08-06-20, 09:03 AM

What was your deposit method ?

**Mongoose** · 08-06-20, 01:21 PM

Originally posted by Rale

What was your deposit method ?

BTC

**Mongoose** · 08-06-20, 02:10 PM

I called again today..This has been driving me crazy.
No one is helping or giving me information. I ask why my account was disabled. He won't tell me. The guy I talked to tells me that they can't tell me more, my documents wasn't accepted and i can resend them...so now i am sitting here like wtf. I have been told 3 different things. And given no reason's as to why I am not able to access my account.
I am done with them. I tried to work out my complaint with Betonline and finally had to file a complaint with SBR tonight.

**HomeRun35** · 08-06-20, 02:12 PM

What country are you from? Have you been logging in on there with a VPN often?

**DontTailMe** · 08-06-20, 03:47 PM

Originally posted by Mongoose

Thanks pologq.
Honestly don't understand how they first accepted my ID, then the Selfie later and .... "after performing a document verification, it has been determined that the paperwork provided is invalid."

I don't see anywhere in your story where they accepted your ID and selfie. To the contrary, the fact that they kept asking for more tells me that they had not accepted anything yet.

If your identity is legit, you'll get your money as BOL is A++.

**ace7550** · 08-06-20, 04:19 PM

Originally posted by DontTailMe

I don't see anywhere in your story where they accepted your ID and selfie. To the contrary, the fact that they kept asking for more tells me that they had not accepted anything yet.

If your identity is legit, you'll get your money as BOL is A++.

Agreed. BOL is dealing with millions of dollars a day. They care very little about your 3k. If you are legit they will definitely pay you.

**pologq** · 08-06-20, 06:57 PM

good points brought up. any problem with your documents? could your license be invalid? name doesn't match?

**Mongoose** · 08-07-20, 03:14 PM

Originally posted by pologq

good points brought up. any problem with your documents? could your license be invalid? name doesn't match?

I've been through the documents with a fine-tooth comb. They are fine. Not expired. The name and date match. I can upload the documents to SBR. That would be a nice gesture.

**caramba** · 08-07-20, 04:48 PM

It could be anything. They might think ID is blurry, not high enough resolution etc. But they need to say what the issue is.

**Mongoose** · 08-07-20, 05:11 PM

Originally posted by caramba

It could be anything. They might think ID is blurry, not high enough resolution etc. But they need to say what the issue is.

Totally agree.They said that my selfie and bill photos were blurry. I immediately took new photos and resubmitted everything, being told.

**Mongoose** · 08-08-20, 03:00 PM

I decided to submit my documents to help@sportsbookreview.com. Maybe you can find some sort of sense in these rejections.

**DontTailMe** · 08-08-20, 03:46 PM

Originally posted by Mongoose

I decided to submit my documents to help@sportsbookreview.com. Maybe you can find some sort of sense in these rejections.

Has a complaint been submitted yet? I'm really curious about what BOL has to say. Their complaint process usually works pretty quickly from what I've seen.

**deeppckts** · 08-09-20, 03:19 PM

Mongoose, you will get paid. It just looks like you don't have your sh*t together. Even your posts are completely disorganized and scatterbrained. You probably took a terrible selfie and either took a second terrible one or sent the original back to them. Rather than just checking off their list of requests, you keep calling harassing them for your money. Instead of giving them confidence you're the rightful account owner, you're making them think the opposite.

**pologq** · 08-09-20, 08:21 PM

so now the documents and license are fine? did they say that to you?

**littlekona** · 08-09-20, 09:36 PM

Selfie holding ID is protocol when they suspect multi accounts or banned country....you didn't answer homerun35 have you VPN'd at all?

**frankthetank** · 08-09-20, 10:33 PM

Not so sure about BetOnline anymore. Trending downward

**ATC727** · 08-09-20, 11:50 PM

Bro I never got any response from my free BJ tournament from BOL. Or SBFORUM. I provided pictures I finished 6th place.

Now they completely took that free entry tournament off the site, most likely due to my complaint. I do not trust them ONE bit.

**joknara** · 08-10-20, 12:01 AM

Let us know and good luck to you.

**Mongoose** · 08-10-20, 09:00 AM

Originally posted by littlekona

Selfie holding ID is protocol when they suspect multi accounts or banned country....you didn't answer homerun35 have you VPN'd at all?

I wanna thank SBR and the SBR community for support me in this issue with Betonline management.
Selfie is not a big deal for me. Personally I don't think it's right that bookmakers are collecting so much personal information. But right now it's seen as the standard for some reason.
I won't call them a scam but after sending them about a dozen different selfies with ID (back and front) taken with two different cams they stopped replying to my mails on the merits of the case.
Is it so hard to explain what's wrong with my ID / Selfie?
P.S. I have never used a VPN service.I took a screenshots of my IP. How do I post pics / screenshots from my phone on here?

**ichiro4thehall** · 08-10-20, 09:24 AM

Mongoose, you are the victim of an attempted scam. Many, many others have been victims of Betonline's immoral tactics. Search this subforum for evidence.

Luckily for you SBR has a great relationship with this dishonest bookmaker and you will almost certainly get paid.

Then everyone will come in here and congratulate you and tell you they knew BOL would never scam anyone.

Then another lucky victim will discover SBR and post a thread here...

**Fred The Hammer** · 08-10-20, 09:35 AM

I played BOL for the 7% horse rebate. Thats pretty nice, but I'm 53 and I don't do bitcoin. They charge $50 for a check and they also charge when you deposit by card/check like Bovada. Thats bs.

Indiana has FD, DK, Betmgm, etc etc and they all take a check with no charge and put the $ back in the same checking account. If you can take my Goddamn minutes in seconds then you shouldn't need to pass a FBI background check to get it back or pay $50. They can go penetrate themselves

**Cabaldwin3** · 08-10-20, 09:36 AM

sorry to hear this. We all know their customer service should be a F itself, but ive never had a problem getting paid....just everything else wrong with them. I cashed out 11k in btc earlier in about 10 minutes(sportsbetting.ag, but we know they are the same entity). Your posts have been fine and its a simple process which you seem to grasp. The guy above is being ridiculous and you have been patient and ive had no issue folllowing your posts. I mean, 5 days have passed already, right? Its not that you dont have your shit together, its just they dont over there for the most part. This should be an easy seemless process on their end. The "in a meeting" response is unacceptable and should not take this long to resolve. Have you cashed out before at betonline? I am no customer service expert, but if you have and....it does require you to confirm with either your phone number that they call to give you the withdraw pin number or through email that this is the easiest proof its you. I guess emails can be hacked but a 2fa with your phone number that you confirm at the initial withdrawal process seems enough to me.
I think the issue is they get so backed up over there with not enough help, that things are just thrown into a pile with generic answers til they decide its important enough to get to. Out of all the times ive withdrawn, only one time did they need to confirm and I think it was by phone which seems stupid since thats the phone i verified my withdraw pin with that the site called/gave me lol. other than that, deposit/withdraw at betonline has been great to me. I hope you get your money.

**Cabaldwin3** · 08-10-20, 09:38 AM

Fred, its a really easy process to do bitcoin....like within one minute. You can even get it through cashapp in seconds and would really save on your fees.

**littlekona** · 08-10-20, 10:30 AM

Originally posted by Fred The Hammer

I played BOL for the 7% horse rebate. Thats pretty nice, but I'm 53 and I don't do bitcoin. They charge $50 for a check and they also charge when you deposit by card/check like Bovada. Thats bs.

Indiana has FD, DK, Betmgm, etc etc and they all take a check with no charge and put the $ back in the same checking account. If you can take my Goddamn minutes in seconds then you shouldn't need to pass a FBI background check to get it back or pay $50. They can go penetrate themselves

Yea But Fandual for horses is TVG and rebates suck balls. BOL for horse is pretty much tops they have the highest limits. A few other books though have excleent rebates too you may want to expolore HERITAGE now has 8% at "A" tracks and Jazz has 10% at "A" tracks plus the rebates for lower tracks are much better too BUT neither come close to max bet limits that BOL has. Learn bitcoin its really as simple as P2P.

Back to OP something triggered a red flag here as like some else said 3K to BOL is nothing. The first level CS is clueless but this seems to have gone well beyond that. Can you share what winning bets you made prior to account lock?

**HomeRun35** · 08-10-20, 11:57 AM

Mongoose, what country are you from?

**hehfest** · 08-10-20, 02:16 PM

Originally posted by frankthetank

Not so sure about BetOnline anymore. Trending downward

Who is trending upwards or still A to A+?