$20,000 Removed from Sportsbetting/Betonline Account

[theeverydayhodl]

I was told they will call you on that number.

Thank you for the info, Optional.

Seeing other Betonline related complaints getting resolved makes me optimistic.

I have no idea what happened, but I am keeping my fingers crossed that my account gets re-enabled, and it was just some weird occurrence on their end, that might have been hard to pick up by the team when looking back at the gameplay, logs, bets, timeframes, etc.

I can imagine how common it is for players to go on tilt, and drain their balance, and make similar claims. Maybe that is why it has been overlooked by their team in the past, but I guess I will wait and see.

Hoping it gets resolved!

[EasyCover]

Optional.....I sure do appreciate your efforts over the years. I've never had to knock on your door for an issue, but I do see and appreciate what you've done for the sports betting community over and over and over again.

I've never needed your assitance either Optional, but just want to say that you are a breath of fresh air!

[Optional]

Thank you for the info, Optional.

Seeing other Betonline related complaints getting resolved makes me optimistic.

I have no idea what happened, but I am keeping my fingers crossed that my account gets re-enabled, and it was just some weird occurrence on their end, that might have been hard to pick up by the team when looking back at the gameplay, logs, bets, timeframes, etc.

I can imagine how common it is for players to go on tilt, and drain their balance, and make similar claims. Maybe that is why it has been overlooked by their team in the past, but I guess I will wait and see.

Hoping it gets resolved!

Mate, become contactable or they are done with you. And don't even think about telling me any further excuse. JUST DO IT.

They have been calling you constantly, including many times since you said you knew you had it blocked and would address that.

The boss is calling you in one hour himself.

If you continue to be impossible to contact neither they or I care about hearing any more excuses. Make sure you answer or I am out on this one.

All you are doing is confirming what they keep alleging. That it is you playing games and avoiding verification.

They have been through this song and dance with you before and i can now see why they gave up.




This is not my battle. I don't want any more to do with it if you cannot get your act together. You are making me look stupid for showing any support for you now.

[theeverydayhodl]

Mate, become contactable or they are done with you. And don't even think about telling me any further excuse. JUST DO IT.

They have been calling you constantly, including many times since you said you knew you had it blocked and would address that.

The boss is calling you in one hour himself.

If you continue to be impossible to contact neither they or I care about hearing any more excuses. Make sure you answer or I am out on this one.

All you are doing is confirming what they keep alleging. That it is you playing games and avoiding verification.

They have been through this song and dance with you before and i can now see why they gave up.




This is not my battle. I don't want any more to do with it if you cannot get your act together. You are making me look stupid for showing any support for you now.

I am not avoiding anything.

I was working last night when they called three times, and my phone filtered them as spam
I contacted support last night, and they told me I would receive a phone call today at some point
They called around 8:00 am, and I was sleeping
I called back the general support number, and hit option two, but then they wouldn't transfer me to the fraud/account department
Matt then called, and I talked to him, and just ended the call a short while ago

I have spent the last 7 months reaching out to Sportsbetting.ag through email, customer service, live chat, various forums, etc. and 90% of the time, never heard anything back.
I missed 6 calls in the span of less than 24 hours

I appreciate all the help you have offered, I really do. I also am very grateful to have finally had the chance to talk to Matt, who was one of the nicer people I have ever spoken on the phone with.

He answered questions I had, was friendly with the questions he had, and told me the next steps moving forward, in terms of level two verification.

[theeverydayhodl]

I am not avoiding anything.

I was working last night when they called three times, and my phone filtered them as spam
I contacted support last night, and they told me I would receive a phone call today at some point
They called around 8:00 am, and I was sleeping
I called back the general support number, and hit option two, but then they wouldn't transfer me to the fraud/account department
Matt then called, and I talked to him, and just ended the call a short while ago

I have spent the last 7 months reaching out to Sportsbetting.ag through email, customer service, live chat, various forums, etc. and 90% of the time, never heard anything back.
I missed 6 calls in the span of less than 24 hours

I appreciate all the help you have offered, I really do. I also am very grateful to have finally had the chance to talk to Matt, who was one of the nicer people I have ever spoken on the phone with.

He answered questions I had, was friendly with the questions he had, and told me the next steps moving forward, in terms of level two verification.

I don't know how I am avoiding verification. I sent in verification (drivers license front and back, selfie, utility bill) as soon as they said this had anything to do with the issue. After two weeks, they only responded asking for more verification, after it was mentioned here. My name hasn't changed, my number hasn't changed, my address hasn't changed, and I only used bitcoin to deposit.

[HedgeHog]

20k on the line, and you're not answering your phone? WTF???

[teacher10]

20k on the line, and you're not answering your phone? WTF???

He's a deep sleeper. Haha! I would stay awake if 20K was on the line.

[2Sweeet]

Yea bro u should be answering the phone. U r starting to look bad here Did you open an account in your moms or girlfriends name? No1 gives a fck about what you and Matt talked about

[theeverydayhodl]

He's a deep sleeper. Haha! I would stay awake if 20K was on the line.

All I knew is that they said they would call me at some point during the day, and my phone did not wake me up, but I called back as soon as I woke up

[theeverydayhodl]

Yea bro u should be answering the phone. U r starting to look bad here Did you open an account in your moms or girlfriends name? No1 gives a fck about what you and Matt talked about

Well I spoke with someone, which meant I answered the phone. Not sure where you are getting confused

[cashin81]

How does Kyc relate to dumping 4k spins out of the account?

Shouldn't it be just blocked with the balance, so at least theres no confusion of the win?

[Optional]

Well I spoke with someone, which meant I answered the phone. Not sure where you are getting confused

Did you tell Matt you would send him a video showing your ID outside your house yesterday?

If you say you will do that and then not do it, it makes them think you are not there and have to travel to the address instead of immediately doing it as you agreed.


This saga feels like pulling teeth without anesthetic when it should have been simple and quick.

[teacher10]

It's dangerous to be outdoors especially with the wildfires from Canada resulting in the poor air quality. Good call in staying indoors and not risking your health for $20K

[cashin81]

what happened.

also emojis wont show.

[eddycash]

Big props to Opti for trying to help out everyone. I hope Betonline is still a solid book.

[Optional]

Apparently, he tried sending a selfie with an ID that wasn't him and hoped they would not notice. And then disappeared when that was put to him.

I don't know the validity of that claim as we are not involved in mediation of the matter, but BOL do appear to have responded and have done all that could be expected of them to re-check out this issue.

My apologies to the book for suggesting they were in the wrong and doing nothing about it.

[KS1986]

Apparently, he tried sending a selfie with an ID that wasn't him and hoped they would not notice. And then disappeared when that was put to him.

I don't know the validity of that claim as we are not involved in mediation of the matter, but BOL do appear to have responded and have done all that could be expected of them to re-check out this issue.

My apologies to the book for suggesting they were in the wrong and doing nothing about it.

A selfie with a different ID?!

[captrobey]

Apparently, he tried sending a selfie with an ID that wasn't him and hoped they would not notice. And then disappeared when that was put to him.

I don't know the validity of that claim as we are not involved in mediation of the matter, but BOL do appear to have responded and have done all that could be expected of them to re-check out this issue.

My apologies to the book for suggesting they were in the wrong and doing nothing about it.

Can they show this to you ? Really curious to see who is lying . If he sent that in they would have that to show right? If he is asking you for help then i am sure if it is not true he will have no problem with you seeing that. If BOL is lying then they will make up an excuse to not show it to you.

[Bryan T]

Sounds like BOL knew he was multi accounting and dumped his account instead of accusing him of multi accounting. Still an insanely dirty move, multi accounting or not. Can we get an explanation of where the money went instead of verification bs?

[HedgeHog]

BOL family of books already allows you 3 accounts (BOL, Sb.ag, and LV) so no legit reason to multi-account at any one of them. I have to wonder if some type of bonus abuse was going on with OP.

[Thefix13]

Can they show this to you ? Really curious to see who is lying . If he sent that in they would have that to show right? If he is asking you for help then i am sure if it is not true he will have no problem with you seeing that. If BOL is lying then they will make up an excuse to not show it to you.

It's been weeks, safe to say the guy got exposed after a long song and dance

[captrobey]

It's been weeks, safe to say the guy got exposed after a long song and dance

Yea been a couple weeks since his last post . Still would like to have known more about the selfie.

[cashin81]

Sounds like BOL knew he was multi accounting and dumped his account instead of accusing him of multi accounting. Still an insanely dirty move, multi accounting or not. Can we get an explanation of where the money went instead of verification bs?

that was i thought, but i guess it was justified in the end

[Bryan T]

that was i thought, but i guess it was justified in the end

Never justified to backdoor someone's account and dump their stack they somehow managed to win in a casino

[theeverydayhodl]

I have stayed off the forum, because I felt as if I pissed off Optional, and I thought it would be better to just try and comply with whatever they were asking me, in terms of documentation.

I have never used a bonus, I have never used a credit card, and only used bitcoin to deposit. Yet so far, I have been asked to supply my license (front and back) a selfie, a video of me outside of my house, saying my name & the date.

I spoke with Dave, where I said that the chances of me gaining any ground with Sportsbetting.ag (due to 9+ months of zero responses from them) felt impossible, since they would have to admit at least some oversight problem, or maybe that they were wrong in the numerous times they “reinvestigated” my complaint.

I still am dealing with only Sportsbetting.ag, and it is back to the same exact back and forth, where I send in what they ask, and I hear nothing back from them.

The last video I sent in, was of my walking from the inside of my house, closing the door behind me, and walking down my driveway, with the house numbers in the background. I was told I would hear back from them as soon as I sent the video, but once gain, I have had zero response.

Dave told me on the phone, that the bets are extremely odd, and that if I did nothing wrong, I should be paid out.

I then am speaking with Marc, who is asking me if and why I manipulated the slot, so I could spin $4,000 spins, in order to zero out my balance.

I had a deadline of Friday to turn in ny video, which I did, and I haven’t missed a single call, because none have come through.

[theeverydayhodl]

Apparently, he tried sending a selfie with an ID that wasn't him and hoped they would not notice. And then disappeared when that was put to him.

I don't know the validity of that claim as we are not involved in mediation of the matter, but BOL do appear to have responded and have done all that could be expected of them to re-check out this issue.

My apologies to the book for suggesting they were in the wrong and doing nothing about it.

That is not even remotely close to to the truth. I have the phone calls with both Marc and Dave recorded for my own sanity, but would be happy to offer them to you, so you could hear the conversations first hand, along with all of my email correspondence with them..

They asked me for documentation, and I supplied it. I was told for level two verification, and I supplied it. I was then asked for what is apparently level 3 verification, and no one responds to anything.

[Optional]

That is not even remotely close to to the truth. I have the phone calls with both Marc and Dave recorded for my own sanity, but would be happy to offer them to you, so you could hear the conversations first hand, along with all of my email correspondence with them..

They asked me for documentation, and I supplied it. I was told for level two verification, and I supplied it. I was then asked for what is apparently level 3 verification, and no one responds to anything.

I am glad you are dealing with Dave Mason. He is a fair minded man in my experience.

I've done all I can to get them re-engaged with you but can't be any more involved and wish you well. Sorry if I sounded pissed off. Confused and disappointed was probably closer to the truth of it, but I understand why you thought that.

[cashin81]

The last video I sent in, was of my walking from the inside of my house, closing the door behind me, and walking down my driveway, with the house numbers in the background. I was told I would hear back from them as soon as I sent the video, but once gain, I have had zero response.

This is just degrading.

[theeverydayhodl]

I was dealing with Dave, and he assured me I would be dealing directly with him going forward, but since that conversation, I have only dealt with Marc, who is the is the same individual from Sportsbetting.ag security team.

I also never used a different ID. Reading about this on the forum was the first I have heard about this. The last video I sent, which was me walking out of my front door, I was specially told that I did not need to have my license in the shot. It was only to prove that I lived in my house.

I sent that in last Friday, again on Sunday, and once again on Wednesday. Each time I try to contact them, they ask me if I have turned in my video of my standing outside my house (two videos ago)

I do not doubt that Dave is a reputable and fair person. I am not dealing with him anymore it seems, and I am just getting either lied to by sportsbetting, or just put in a continuous loop of being asked to turn in documents and videos, which have been turned in for weeks, or even months.

[Optional]

I believe Dave Mason has been off work due to a family matter. That might be why you are still being shuffled. I believe he is back this coming week. You do look strangely different in the two ID photos he sent me honestly. Like maybe brothers. But I really need to keep out of this directly. SBR can't be dealing with or helping non US/CA licensed books. I thought this was going to be simple to just help you make contact and that was going to be it.

[Optional]

Message from Betonline about this matter

Betonline say that they believe they have enough evidence to justify denying the player service and have now gone above and beyond to give the player a fair chance to respond. They now consider the issue closed.

Please see their explanation for that decision below;



"Despite the player’s claims, he has not sent in the second verification video. He was asked to send in a second video because his first video (which took him five days to send) failed the verification process. The individual in the video did not match the person on the ID nor the individual holding the ID. One example – the individual in the video has a distinct mole on his cheek. The individual in the ID does not have a mole.

The only thing he sent us was an email stating that he would send the video later. He claimed he could not do so at the time because the “camera on my phone is garbage, so I use my action-camera, and having issues transferring it to my laptop in time, because I have to run out the door now to get downtown through rush hour.” Once again, he never sent the second video – this was on July 21^st.

This is one in a long list of inconsistencies and red flags in his documentation, KYC and claims in general. This player has three different accounts at our brands, using two different names. All have different DOB, addresses, etc. He originally failed KYC because he did not know his DOB.

Despite what the player claims, we have tried countless times to contact him via phone. After finally receiving his first verification video, our specialist – Marc – tried calling him 11 times.
This player always has an excuse for not responding in an expedited manner:

“My phone is garbage”
“I sent the KYC to the wrong email”
“I have to go to work now”
“Your calls went to my spam”

Additionally, this player is also not being honest with his claims about talking to Dave Mason from BetOnline. Dave never spoke to this player on the phone. As a matter of fact, Dave has never spoken to any player on the phone. They did chat briefly on Twitter. On June 28^th this player asked to DM Dave. On July 1^st Dave followed player and responded “Go ahead”. The player did not send Dave a DM until almost three weeks later on July 19^th. Dave last responded to the payer on July 29^th, explaining that the second video was never received; player has yet to respond. This is consistent with our other interactions with the player – he doesn’t respond, difficult to get a hold of, just disappears then goes to the forums and claims the opposite.

Due to the inconsistencies in his documentation, times lapses between requests, difficulty in being able to get a hold of him and mistruths from the player – this case is officially closed. We try to always be as “player friendly” as possible, but this player has not cooperated from the get-go and his false claims do not help his matter."

[cashin81]

Sounds fair enough

[Thefix13]

Wild

[infotimbo]

Going by that explanation, they probably have reason indeed to stop servicing OP, and some paragraph in their T&C will likely allow them to keep all funds in a case like this - whether they should be allowed to keep the deposit is a different story.

But tbh, this doesn't explain what happened to the money 9 months ago. If there is any suspicion, the normal procedure should be to freeze funds until KYC is completed, not to make them disappear.

[theeverydayhodl]

Betonline say that they believe they have enough evidence to justify denying the player service and have now gone above and beyond to give the player a fair chance to respond. They now consider the issue closed.

Please see their explanation for that decision below;



"Despite the player’s claims, he has not sent in the second verification video. He was asked to send in a second video because his first video (which took him five days to send) failed the verification process. The individual in the video did not match the person on the ID nor the individual holding the ID. One example – the individual in the video has a distinct mole on his cheek. The individual in the ID does not have a mole.

The only thing he sent us was an email stating that he would send the video later. He claimed he could not do so at the time because the “camera on my phone is garbage, so I use my action-camera, and having issues transferring it to my laptop in time, because I have to run out the door now to get downtown through rush hour.” Once again, he never sent the second video – this was on July 21^st.

This is one in a long list of inconsistencies and red flags in his documentation, KYC and claims in general. This player has three different accounts at our brands, using two different names. All have different DOB, addresses, etc. He originally failed KYC because he did not know his DOB.

Despite what the player claims, we have tried countless times to contact him via phone. After finally receiving his first verification video, our specialist – Marc – tried calling him 11 times.
This player always has an excuse for not responding in an expedited manner:

“My phone is garbage”
“I sent the KYC to the wrong email”
“I have to go to work now”
“Your calls went to my spam”

Additionally, this player is also not being honest with his claims about talking to Dave Mason from BetOnline. Dave never spoke to this player on the phone. As a matter of fact, Dave has never spoken to any player on the phone. They did chat briefly on Twitter. On June 28^th this player asked to DM Dave. On July 1^st Dave followed player and responded “Go ahead”. The player did not send Dave a DM until almost three weeks later on July 19^th. Dave last responded to the payer on July 29^th, explaining that the second video was never received; player has yet to respond. This is consistent with our other interactions with the player – he doesn’t respond, difficult to get a hold of, just disappears then goes to the forums and claims the opposite.

Due to the inconsistencies in his documentation, times lapses between requests, difficulty in being able to get a hold of him and mistruths from the player – this case is officially closed. We try to always be as “player friendly” as possible, but this player has not cooperated from the get-go and his false claims do not help his matter."

This is the email I sent to them, making sure they received my video, because I had heard nothing from them. Along with this email, you can see the attached video file


They then responded back, and told me that they had not received any video from me. This was from a brand new email address on their end, so I forwarded the email back to this new email address, as well as the previous "documents@sportsbetting.ag"
You can also see the attached video in the email


I then heard nothing back, and contacted live support, who went from previously being able to give me updates on my account, to now telling me they were not able to give out that information


I then called the support number, where I asked the status/update on my account. They put me on hold, and eventually was told that they would be contacting me within the next 24 hours. This was on July 28th


I then messaged Dave on Twitter (as I have in the past) and I was told that he has never spoken with me before, and they never received the video




I have done everything they have asked, and you can clearly see the attached mp4 video file along with them emails. This is how I have always sent the pictures, as well as the videos in the past.

- Drivers License
- Selfie With License
- Utility Bill
- Video of me standing outside of my house
- Video of me walking outside of my house

I think these have now been sent to five separate sportsbetting.ag emails.

No one has ever contacted me back, they won't tell me anything over the phone. I don't get it.