BetAtHome refuses to explain balance confiscation

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A BetAtHome (SBR rating C-) player files a sportsbook dispute. The player deposited £300 on June 11th via Moneybookers to partake in Euro 2012 wagering. The player increased his balance to £2,350 before having his account closed for alleged registration discrepancies. BetAtHome has confiscated the player's entire balance.

BetAtHome claims the player registered his account with incorrect or incomplete data. The player states that on June 15th, he met all rollover conditions attached to his deposit bonus. After requesting a £2,350 payment, asked the player for photo ID. The player provided the ID the same day. One day later, his account was blocked and he received no replies from customer service.

The player states that he called customer service to enquire on his account standing, but was instructed to communicate via email. The player sent another email, again attaching his ID, finally to receive a response two weeks later on June 29th.

BetAtHome: "Your betting account has been closed by our security department, because you obviously have registered the betting account with incorrect or incomplete data. Please note, that betting accounts have to registered with correct and valid data, which you have confirmed with agreeing to the terms and conditions. As you have violated this rule, the betting account has been closed and will not be re-opened ever again. Should there be a balance on the betting account, it will not be payed out, but transferred to the LGA. You may now open a new betting account with the correct data, however you will not be able to use the first deposit bonus."

The player replied to this email asking BetAtHome to clarify what part of his registration details were incomplete. He was given no additional information, and has contacted the Lotteries and Gaming Authority (LGA) of Malta to proceed with a formal complaint. The player has been given no reply from LGA.

SBR is following up on this sportsbook dispute.

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