I will say this first: I genuinely liked BetOnline. Their payouts were always fast, customer service was average (which is about as good as you can expect from an offshore), and I initially found Adam Burns, Dave Mason, and CS Manager JG to be reasonable to deal with.
Earlier this year I had a major issue where my live wagers were being duplicated, creating "ghost wagers." It ultimately resulted in more than $20,000 in duplicate bets. After escalating the issue with Dave, Adam, and JG, they agreed to settle by splitting the disputed wagers 50/50. It wasn't ideal, but I considered it a fair compromise.
As a result of that situation, I permanently closed my BetOnline account and requested a lifetime self-exclusion. Management confirmed in writing that my account would remain permanently closed and that I would not be able to open another account with either BetOnline or their sister site, SportsBetting.ag, since both operate under Blue High House S.A. I also confirmed this directly with their finance department.
Fast forward to recently: I contacted the finance department about reactivating my old SportsBetting.ag account, which had been dormant for more than 10 years. The account contained the exact same identifying information (name, address, email, phone number, etc.). Despite my lifetime self-exclusion, they restored the account and allowed me to deposit approximately $8,500.
In my opinion, that should never have been possible. If my lifetime self-exclusion had been properly enforced across affiliated brands, the account should have remained inaccessible and no deposits should have been accepted.
I raised the issue with management and requested reimbursement of the post-exclusion deposits along with an explanation of how their responsible gaming controls failed. They declined to provide a satisfactory resolution.
I've since retained legal counsel, met with the Pennsylvania Attorney General's office regarding the matter, and am pursuing my legal options. I have also connected with another individual in New York who has filed a class action lawsuit against BetOnline/Blue High House S.A.
If you've experienced issues involving self-exclusion, account controls, or similar responsible gaming concerns with BetOnline or SportsBetting.ag, feel free to send me a DM. I'm happy to compare experiences and point you toward the documentation I've gathered.
Earlier this year I had a major issue where my live wagers were being duplicated, creating "ghost wagers." It ultimately resulted in more than $20,000 in duplicate bets. After escalating the issue with Dave, Adam, and JG, they agreed to settle by splitting the disputed wagers 50/50. It wasn't ideal, but I considered it a fair compromise.
As a result of that situation, I permanently closed my BetOnline account and requested a lifetime self-exclusion. Management confirmed in writing that my account would remain permanently closed and that I would not be able to open another account with either BetOnline or their sister site, SportsBetting.ag, since both operate under Blue High House S.A. I also confirmed this directly with their finance department.
Fast forward to recently: I contacted the finance department about reactivating my old SportsBetting.ag account, which had been dormant for more than 10 years. The account contained the exact same identifying information (name, address, email, phone number, etc.). Despite my lifetime self-exclusion, they restored the account and allowed me to deposit approximately $8,500.
In my opinion, that should never have been possible. If my lifetime self-exclusion had been properly enforced across affiliated brands, the account should have remained inaccessible and no deposits should have been accepted.
I raised the issue with management and requested reimbursement of the post-exclusion deposits along with an explanation of how their responsible gaming controls failed. They declined to provide a satisfactory resolution.
I've since retained legal counsel, met with the Pennsylvania Attorney General's office regarding the matter, and am pursuing my legal options. I have also connected with another individual in New York who has filed a class action lawsuit against BetOnline/Blue High House S.A.
If you've experienced issues involving self-exclusion, account controls, or similar responsible gaming concerns with BetOnline or SportsBetting.ag, feel free to send me a DM. I'm happy to compare experiences and point you toward the documentation I've gathered.
