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My name is Marina Đ****, and I am a user of your platform "Bet at Home." I am writing to file a complaint regarding the issues I have encountered with my account and the withdrawal of my funds. I have made every effort to comply with all your verification requests and submitted all the required documentation, but to this day, I have not received any response, nor has my money been paid out.

Case details:

Submission of requested documentation:

I have submitted all the required documents, including proof of identity, proof of address (a photo of a bill with my address and a selfie in front of my house), transactions from my Paysafecard, a photo of the Paysafecard, and a payslip as proof of source of funds.

Closure of my account:

After submitting the requested documents, my account was closed without explanation, and I have not received any feedback or clarification regarding the reasons for this decision. My attempts to contact your customer service have not resulted in any meaningful answers.

Unpaid amount:

There was an amount of approximately 4500 EUR, possibly more, on my account, which I have not been able to withdraw, despite fulfilling all your requirements. My attempts to obtain an explanation or payout have so far been unsuccessful.

Dear marinaduric996,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Have you made any successful withdrawals before? 

Did you accumulate your winnings with or without an active bonus?

Is this complaint about https://www.bet-at-home.de/ or https://www.bet-at-home.com/ ?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

I sent you an email message

Dear marinaduric996, have you received the requested communication from the casino?

Could you clarify whether this complaint concerns https://www.bet-at-home.de/ or https://www.bet-at-home.com/?

this is their answer

Hello!

We strive to process your request in a timely manner. We received your request on 10.11.2024. We would like to assure you that we will process your request right away and that we will fulfil your request/reply to you within a month’s time. In case we are unable to adhere to this deadline due to the complexity and scope of your request, this deadline can be extended by another two months. If this is the case, we will inform you within a month of receiving your request.

Important: For security reasons, any data, that we provide to you upon your request, will be sent only via a password protected link. Please be aware that the link is only valid for 14 days. Therefore, please check your e-mail inbox regularly, including the spam folder. We might be entitled to ask for a fee in case of a new request.

If you are not able to open the link directly, please copy the link into the URL line of your browser manually in order to gain access. You will receive the password in a separate e-mail.

Best regards

the appeal concerns

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

but I think that when I submitted the appeal, I sent you the documents that I sent them

Dear marinaduric996, do you have any updates regarding the verification process?

I don't have any, they don't send me anything, it's just that I have to pay 60 euros for them to send me, all the documents that I sent them, and chat us and messages via email, I don't see the purpose of paying for that.

but I think I sent you all the documents I gave them when I wrote the appeal.

Dear marinaduric996, did you play casino games or place bets on sports?

I just bet on sports

Thank you very much, marinaduric996, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi marinaduric996,

I have reviewed your case and I'm sorry to hear about your struggles with the blocking of your account. I will assist you by contacting the casino, and we will see what can be done once they reply.

Dear bet-at-home Casino, I would appreciate your participation in this conversation to help us resolve the issue. Could you please provide more information about the case? Specifically, I would like to know the reason for blocking the player's account. Additionally, have you received all the necessary documentation from the player to conduct the account verification?

I look forward to your response. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

I took a picture of my personal document with them, they asked for proof of the address where I took a picture of the bill, so I took a picture with the bill in my hand so that my address could be seen, I made payments via paysafecard, I also sent them all transactions from paysafecard, as proof of the inflow money, I also sent them my payslip, plus I took a picture of the paysafecard card.

after all that, I get a reply that my account is closed and they don't pay me money.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

extremely unprofessional from them, and their behavior, if they don't send me my money, I will do my best to have their license revoked.

Dear marinaduric996, I have been informed by the casino representative that you previously submitted a complaint regarding your issue with bet-at-home Casino to the eCOGRA in August. Do you have any updates from them?

that's right, I filed a complaint myself and even more, I sent them everything like you, the dispute was decided in favor of the bookmaker, without the stated reason why they were awarded the dispute, I also wrote a complaint about it and they didn't even respond, just without a single proof and they gave the reason for the dispute in the case of the casino, and I read that the latter does a lot, there is still no answer to the appeal.

Dear marinaduric996, would you please forward the reply from eCOGRA regarding your complaint to my email natalia.b@casino.guru? Thank you.

I sent you an email

Dear marinaduric996, my apologies for the delayed reply.

I have reviewed the document you provided. Because eCOGRA is a globally acknowledged dispute resolution center, we are obligated to adhere to their ruling. This organization possesses greater tools and authority to examine disputes between players and operators. If eCOGRA decided to close your complaint in favor of the casino, it means the casino presented them with adequate and valid evidence, leading to their conclusion that the casino complied with its terms and conditions.

I'm sorry to inform you that, based on eCOGRA's ruling, we must uphold their decision and can’t proceed with your complaint. I understand this may be disappointing, as such situations can be frustrating. Please know that we appreciate your concerns and value your experience. If you have any further questions or need assistance with other issues at any online casino, don’t hesitate to reach out.

Best regards,

Natalia