Subject: Account Closure at Bet At Home Without Evidence or Explanation Dear All, I would like to share my experience with the platform Bet At Home, which recently closed my account without any prio
Subject: Account Closure at Bet At Home Without Evidence or Explanation
Dear All,
I would like to share my experience with the platform Bet At Home, which recently closed my account without any prior warning, evidence, or explanation.
I have put a lot of effort into providing all the requested documents and information, yet despite this, my account was closed. This is very unacceptable to me, as everything they requested was duly submitted.
What frustrates me the most is the fact that, after closing my account, they retained my withdrawal of around €4,500, which I consider unfair. I was wondering if any of you have experienced a similar issue and what your experiences were?
Please share any advice on how to deal with this situation, as I feel like my right to fair treatment has been taken away.
Thank you in advance for all responses and support.
Hi there! It must have been truly painful, and you did the best you could by submitting a complaint!
Of course there are always certain situations in which the casino simply does not explain anything to the player and closes his account due to severe rule violations, usually if the player has been involved in fraud or anti money laundering activities. I imagine how it sounds to a recreational player, and it is also important to mention that I would surely prefer at least a general explanation over complete silence.
In any case, be assured the complaint mediator will confront the casino once all relevant information is gathered and the situation becomes clearer.
May I know whether you have passed the KYC - Know Your Customer - procedure or not?
If you do not know, don't worry; your complaint will eventually reach the phase in which the casino representative is asked for his point of view.
Final Update – Funds Withheld Despite Documentary Evidence
I am posting this update because I possess clear written evidence that directly contradicts bet-at-home’s claims.
Bet-at-home blocked my account and withheld my funds, alleging that my account was "connected to other persons".
However, no concrete evidence has ever been provided to support this serious allegation, despite multiple formal requests.
At the same time, I hold official written communication from bet-at-home in which:
their system confirms that funds exist on my account,
while access to my account is denied and withdrawal is prevented.
The operator later attempted to dismiss this communication as a "system error", while my account remains blocked and my balance withheld.
Despite full verification and repeated written requests for clarification and evidence, bet-at-home:
failed to provide any factual or technical proof,
failed to explain the legal basis for blocking my account,
and ultimately stopped responding altogether.
This pattern of acknowledging the existence of funds while refusing access and payment is documented in writing, and the relevant evidence can be provided upon request.
This case no longer concerns a standard payout delay, but rather the withholding of player funds based on unsubstantiated allegations and contradictory communications.
I respectfully request that this updated information be taken into consideration.
Hi Radka,
thank you for your message. I would like to clarify and update the situation.
Yes, I fully passed the KYC / Know Your Customer verification at the time. All requested documents were submitted and approved.
Since then, despite repeated formal requests, bet-at-home has never provided any concrete evidence of the alleged violations (such as fraud or AML issues). No IP logs, no payment-related proof, and no technical data were ever shared with me.
Moreover, I possess written communication from bet-at-home confirming that funds exist on my account, while access to the account and withdrawals remain blocked. This message was later described by them as a "system error", which only further highlights the inconsistency of their position.
I also attempted to obtain clarification through official channels; however, bet-at-home stopped responding entirely and failed to cooperate when asked to substantiate their claims.
At this point, more than a year later, the situation remains unchanged:
serious allegations without evidence, withheld funds, and no transparent explanation.
I am happy to provide any supporting documentation if required.
Kind regards,
Marina
Thank you for taking the time to write here.
Unfortunately, we are unable to do much for you here on the forum, and if you believe that our complaint team could reconsider the decision, you will have to request the reopening of your case, and only then will you be informed if something can be done.
I am not very positive, though, that we will be able to help you anymore.
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