[Marios51]

Bet-at-home locked my account and 'stoled' my money, 1220 Euros..
This money is very lot to me,i earn this for 2-3 months on my work.
When i tryed to withdraw money,they ask that i send them copy of my ID documents.
Problem is my First name on account,unfortunately i put my nickname 4 years ago when i registered.
Everything else is correct.
I deposited all money i have,around 1500 euros,last 7 days.
Now when i wanted to withdraw money,they refuse and locked my account.
Please help me

[Optional]

Bet-at-home locked my account and 'stoled' my money, 1220 Euros..
This money is very lot to me,i earn this for 2-3 months on my work.
When i tryed to withdraw money,they ask that i send them copy of my ID documents.
Problem is my First name on account,unfortunately i put my nickname 4 years ago when i registered.
Everything else is correct.
I deposited all money i have,around 1500 euros,last 7 days.
Now when i wanted to withdraw money,they refuse and locked my account.
Please help me

Are you the same person from Croatia I was emailing with yesterday about this problem?

[lonnie55]

Don't know where all these problems at bet-at-home come from.

Have my account for more than 4 years, still running, never had a single problem, made a withdrawal of 3k few weeks ago which had been processed within a few hours.

[PaperTrail07]

Seems simple enough to get around Verify away!

[Marios51]

Are you the same person from Croatia I was emailing with yesterday about this problem?

Yes,i'm from Croatia,but i don't remember we emailed yesterday. My problem started today. Yes,it's my fault that i didn't registered properly,but it has to be some way to somehow verify account and withdraw money. At least they can return me my deposit money or what..

[Optional]

Yes,i'm from Croatia,but i don't remember we emailed yesterday. My problem started today. Yes,it's my fault that i didn't registered properly,but it has to be some way to somehow verify account and withdraw money. At least they can return me my deposit money or what..

I suspect Bet-at-home may think you and this other Croat might be connected. Similar stories two days running.

Have they told you your account is closed for good or just that they are investigating still?

And yes, no matter what they should refund your deposit if it hasnt been spent.


Also, may I ask if you have ever used a book call Bitstarz as well?

[Marios51]

I suspect Bet-at-home may think you and this other Croat might be connected. Similar stories two days running.

Have they told you your account is closed for good or just that they are investigating still?

And yes, no matter what they should refund your deposit if it hasnt been spent.


Also, may I ask if you have ever used a book call Bitstarz as well?

Hmm,yes they probably think we are connected.
Idk,they didn't told me nothing about they closed my account. But when i wanted to login today, it says it's locked.
They just told me i need to send them some kind of verification ID and that name that was registered,and they will just then withdraw money.

No,i didn't used that book.

Again,problem is that First name that i used during registration,which is my nickname not my real name, but everything else is correct.

[Optional]

Hmm,yes they probably think we are connected.
Idk,they didn't told me nothing about they closed my account. But when i wanted to login today, it says it's locked.
They just told me i need to send them some kind of verification ID and that name that was registered,and they will just then withdraw money.

No,i didn't used that book.

Again,problem is that First name that i used during registration,which is my nickname not my real name, but everything else is correct.

Honestly, that sounds normal under the circumstances.

I would be just sending my ID and expecting to be paid afterward.

The other Croatian person may just be a coincidence.

[Marios51]

Honestly, that sounds normal under the circumstances.

I would be just sending my ID and expecting to be paid afterward.

The other Croatian person may just be a coincidence.

Yes,i already send them my real ID,
but they told me i need to send ID with that name that was registered...

[Optional]

Yes,i already send them my real ID,
but they told me i need to send ID with that name that was registered...

They are not usually open to talking about KYC issues with third parties like SBR but we can give it a try if you want to send in a Sportsbook Complaint form.

Your best bet is to offer any other form of ID that might help them approve you. And if there is any evidence of you being called by this nickname over time. Like over a series of facebook posts for example. Maybe send them that.

If you can't somehow negotiate this directly with them then the only other real option will be an appeal to the MGA, their regulator, who will most likely just uphold what the book says in a thing like this. :\

[Marios51]

They are not usually open to talking about KYC issues with third parties like SBR but we can give it a try if you want to send in a Sportsbook Complaint form.

Your best bet is to offer any other form of ID that might help them approve you. And if there is any evidence of you being called by this nickname over time. Like over a series of facebook posts for example. Maybe send them that.

If you can't somehow negotiate this directly with them then the only other real option will be an appeal to the MGA, their regulator, who will most likely just uphold what the book says in a thing like this. :\

Yes,we can try to send that form.

Idk i can send them my bank account information or driver licence.

I already sent them appeal,and they say that they will reply in morning.
We will see

[Marios51]

Damn,they sent me again exact same mail as yesterday...

Hello Mario,

Thank you for your reply.

We kindly inform you that we need a high-quality picture of the ID of the account holder (**** *******) in order to be able to process your withdrawal. Please send this picture to verification@bet-at-home.com. We will not be able to process your withdrawal until we receive this picture.

We thank you for your cooperation and wish you a pleasant day.

Best regards,

Your bet-at-home.com team

[Marios51]

I just got another mail from Bet-at-home

Dear Mr ******, Thank you for contacting me. I have now had the chance to thoroughly look at your account and your case. I understand your situation, however, please understand that your account can only be verified with an ID of the betting account holder. This means that the name on the verification documents has to match the name in the betting account. Therefore, we require the ID of **** *****. Regarding your use of a nickname when registering your betting account, I would like to remind you of section I.5. of our General Terms and Conditions which states that customers are obliged to “register with a complete and correct first and last name”. Further, the “Know Your Client” procedure, which can be carried out in case of a withdrawal, can only be completed if all requested documents are provided. Since this has not yet been the case, your betting account has been locked in accordance with section I.7. of the terms and conditions. Further, according to the terms and conditions, it is your responsibility as the customer to ensure that all personal data in the betting account are accurate. I would like to emphasise once more that we need to ID of **** ****** to verify your betting account. I appreciate your understanding.

Damn,it looks i can forget this money... I know this was my mistake,but this is bulls.... They stealed my money...
I will never bet again in my life

[Optional]

I just got another mail from Bet-at-home

Dear Mr ******, Thank you for contacting me. I have now had the chance to thoroughly look at your account and your case. I understand your situation, however, please understand that your account can only be verified with an ID of the betting account holder. This means that the name on the verification documents has to match the name in the betting account. Therefore, we require the ID of **** *****. Regarding your use of a nickname when registering your betting account, I would like to remind you of section I.5. of our General Terms and Conditions which states that customers are obliged to “register with a complete and correct first and last name”. Further, the “Know Your Client” procedure, which can be carried out in case of a withdrawal, can only be completed if all requested documents are provided. Since this has not yet been the case, your betting account has been locked in accordance with section I.7. of the terms and conditions. Further, according to the terms and conditions, it is your responsibility as the customer to ensure that all personal data in the betting account are accurate. I would like to emphasise once more that we need to ID of **** ****** to verify your betting account. I appreciate your understanding.

Damn,it looks i can forget this money... I know this was my mistake,but this is bulls.... They stealed my money...
I will never bet again in my life

I guess they have the right to stick to their terms but this guy sounds like he believes you but still wont bend the rules. Maybe you need someone more senior who can.

If there was a spelling error in the name when submitted would they use that as an excuse to hold funds or be reasonable and change it do you think?

Maybe try asking him a question like that. And then ask him to please act reasonable for you, as you think he would in the spelling error situation. Ask him if he has any doubt if you are the genuine account holder...

[Marios51]

I guess they have the right to stick to their terms but this guy sounds like he believes you but still wont bend the rules. Maybe you need someone more senior who can.

If there was a spelling error in the name when submitted would they use that as an excuse to hold funds or be reasonable and change it do you think?

Maybe try asking him a question like that. And then ask him to please act reasonable for you, as you think he would in the spelling error situation. Ask him if he has any doubt if you are the genuine account holder...

Hi,thank you for reply and trying to help me.
I will try to write him that.
I also sent appeal to MGA,but they say i have to wait 3-4 weeks for reply.
But they will probably also say something in this style,that i break rules and it's my fault..

[Optional]

Hi,thank you for reply and trying to help me.
I will try to write him that.
I also sent appeal to MGA,but they say i have to wait 3-4 weeks for reply.
But they will probably also say something in this style,that i break rules and it's my fault..

That may be true, but argue your case on the grounds of "reasonableness". Make sure the MGA understands that it is just a technical thing and you don't think anyone doubts you are the bona fide account holder and was making no attempt to cheat.

These are not laws written in stone the book cannot bend. They are just terms written by them that can be overlooked by them. Particularly in cases where it is reasonable to do so, exactly like your situation.

And if you can find evidence of the nickname being used over a period of time. I really think that will help. As one thing the MGA will fear is that you were a minor using a brother/father ID to start playing initially... not using a nickname at all.

[Marios51]

That may be true, but argue your case on the grounds of "reasonableness". Make sure the MGA understands that it is just a technical thing and you don't think anyone doubts you are the bona fide account holder and was making no attempt to cheat.

These are not laws written in stone the book cannot bend. They are just terms written by them that can be overlooked by them. Particularly in cases where it is reasonable to do so, exactly like your situation.

And if you can find evidence of the nickname being used over a period of time. I really think that will help. As one thing the MGA will fear is that you were a minor using a brother/father ID to start playing initially... not using a nickname at all.

Hmm,yes they could think that i'm minor, but how could minor have bank account and deposited so far around 5000 Euros.

Idk,they maybe should ask for verification ID from that person that deposited everytime from bank account (which is me)

[Optional]

maybe should ask for verification ID from that person that deposited everytime from bank account (which is me)

That is an excellent point!!

Make sure you mention to the MGA that you have made deposits from your bank account in your name which have been accepted.

I would not start out saying this. But if they want to hold firm on the decision, maybe you can suggest that the deposits should be refunded if they have been 'illegally' taken from the wrong bank account holder.

[Marios51]

That is an excellent point!!

Make sure you mention to the MGA that you have made deposits from your bank account in your name which have been accepted.

I would not start out saying this. But if they want to hold firm on the decision, maybe you can suggest that the deposits should be refunded if they have been 'illegally' taken from the wrong bank account holder.

Yes,i will use that.
Again,thank you very much for your help

I hope this get solved

[Marios51]

I got reply from MGA:

'Dear Mr. *******,

Whilst we acknowledge receipt of your e-mail dated 24^th August 2017 we would like to inform you that these documents were requested so that your account would be verified. Furthermore, you had agreed to provide these documents when you signed up for your account since this requirement is outlined in their terms and conditions.

As part of the Remote Gaming Regulations and security procedures; a licensee may, before remitting funds to a player in accordance with sub-regulations (1) take such time as is reasonably necessary for the purpose of:

(a)Verifying the player’s registration as a player
(b)Verifying the playing of a game by the player
(c)Conducting security and other internal procedures in relation to the player’s account and
(d)Ensuring that the rules that are approved relating to the award of the prizes to players have been complied with.

We would like to assure you that our licensees are well aware of the data protection measures they need to employ. We trust that this information will allay any worries you may have concerning this process.

Regards'


I don't know what to do anymore,it looks i can forget about this money...

[teaserpleaser]

This doesn't happen in Vegas

Next time guys talk ish about off shore has better odds which is true

Remember ish like this

[Marios51]

Also i got this mail from their complaint service:

Dear Mr. *******,

Thank you for contacting me about this again.

I would like to remind you that, as per section I.5 of our General Terms and Conditions, customers undertake to register with a complete and correct first and last name when they create their betting account. Furthermore, as per section I.7 of our General Terms and Conditions, we are permitted to request documents and information from customers in order to verify accounts. As we have not been able to complete this procedure yet, we are unable to process your withdrawal.

So that your withdrawal can be processed, I kindly request that you send a high-quality picture of a form of internationally valid photographic ID belonging to **** ******* as an attachment to an e-mail to verification@bet-at-home.com. Acceptable forms of ID including Mr.*******'s passport, or both sides of his driving licence or ID card. Please ensure that all details, corners, and edges of Mr. *******'s ID can clearly be seen.

I understand the situation from your point of view; however, the security of all accounts and funds is very important to us and neither I nor the service team will be able to provide you with further assistance until our verification team receives this documentation.

Due to the nature of your e-mails, I would like to provide you with the contact details of Gamblers Anonymous, who can provide you with professional support and counselling:

Tel.: +1 (626) 960-3500
Fax: +1 (626) 960-3501
Website: www.gamblersanonymous.org
E-mail: isomain@gamblersanonymous.org

I wish you all the best for the future.

Yours sincerely,

[Optional]

I got reply from MGA:

'Dear Mr. *******,

Whilst we acknowledge receipt of your e-mail dated 24^th August 2017 we would like to inform you that these documents were requested so that your account would be verified. Furthermore, you had agreed to provide these documents when you signed up for your account since this requirement is outlined in their terms and conditions.

As part of the Remote Gaming Regulations and security procedures; a licensee may, before remitting funds to a player in accordance with sub-regulations (1) take such time as is reasonably necessary for the purpose of:

(a)Verifying the player’s registration as a player
(b)Verifying the playing of a game by the player
(c)Conducting security and other internal procedures in relation to the player’s account and
(d)Ensuring that the rules that are approved relating to the award of the prizes to players have been complied with.

We would like to assure you that our licensees are well aware of the data protection measures they need to employ. We trust that this information will allay any worries you may have concerning this process.

Regards'


I don't know what to do anymore,it looks i can forget about this money...

Tell then that you understand the need for KYC but would they agree to their licensee confiscating your deposit and all winnings due to a spelling mistake in a name entered in their software? Tell them that you think this is a similar situation and request that they look at this closer and ask their licensee to act in a fair and reasonable manner.

Tell them that in lieu of that, you ask the MGA to order the book to refund your deposits which were sent by bank transfer from an account in your name.

Restate at the end that you are only asking them to act reasonably, not break AML rules, as you are very willing to provide whatever extent of ID is needed to prove who you are.


It's about time the MGA was exposed as the borderline scam thy operate like these days. :\

[Marios51]

Tell then that you understand the need for KYC but would they agree to their licensee confiscating your deposit and all winnings due to a spelling mistake in a name entered in their software? Tell them that you think this is a similar situation and request that they look at this closer and ask their licensee to act in a fair and reasonable manner.

Tell them that in lieu of that, you ask the MGA to order the book to refund your deposits which were sent by bank transfer from an account in your name.

Restate at the end that you are only asking them to act reasonably, not break AML rules, as you are very willing to provide whatever extent of ID is needed to prove who you are.


It's about time the MGA was exposed as the borderline scam thy operate like these days. :\

Okay, thanks. I will try to write them that.

[Marios51]

I also have some idea. But i don't know if could work.
What if i propose them,that i create new Bet-at-home account and i send all verification papers for it,and then they transfer funds to this new account.

[Optional]

I also have some idea. But i don't know if could work.
What if i propose them,that i create new Bet-at-home account and i send all verification papers for it,and then they transfer funds to this new account.

I am sure they would not agree to that.

[Marios51]

Yeah,i know.. It's stupid idea :/

[Marios51]

Just received mail from MGA:

'Dear Mr. ******,

Whilst acknowledging your email we would like to inform that we are unable to accept your complaint is their terms and conditions were breached when provide incorrect information during your registration process. In fact their terms and conditions state,

‘5. When registering, the customer undertakes:
·to register with a complete and correct first and last name;
·to register with the correct residential address;
·to register with a valid e-mail address;
·to register with a correct landline number/mobile phone number.’

https://www.bet-at-home.com/en/terms

We wish to remind you that when you created your account you agreed to adhere to the terms and conditions and therefore the MGA cannot offer you further support with this specific case seeing that you had agreed to such terms. We will have to consider the complaint case closed.

Regards'

[Optional]

Disappointing

[Marios51]

Disappointing

Yeah I't seems i can forget about this money....

[Marios51]

I'm giving reward 200Euros to person who can help me get my money back

[Marios51]

OMG!!! I can't believe what just happened. I got mail that my account is verified and withdrawal is approved.
Thank you all! <3
You can now delete this thread if you want.

[Optional]

OMG!!! I can't believe what just happened. I got mail that my account is verified and withdrawal is approved.
Thank you all! <3
You can now delete this thread if you want.

It's very good to see they decided to act reasonably in the end. Congrats

[Marios51]

Thank you Optional for all your help and support <3
I yesterday sent mail to Bet-at-home service in my country, on my language. Maybe this was solution.
Now they updated my name on Bet-at-home account and unlock it.

[dealer wins]

Dont forget to send €200 to Optional as a thank you for all his hard work as you promised.