CLOSED - bet-at-home locked account with irregularity in verification

Hi

i have made some deposits to casino never made  a withdrawal 2 days ago
i deposited 125 and withdrawn 1150 .. im asked to send documents which i sent

then im also asked to send photo of my driving license and i did the same
now i get a mail saying my account is locked with verifying irregularities

and the worst is they not even discussing the issue with me
im a player at all of the top casino like  betat,guts,betspin.32red and verified every where

and i really felt sad and worse  that they jus locked account without saying anything

will appreciate any help i can get

ty

muziq

Hi muziq,

I'm sorry you feel disappointed. I contacted a casino representative on your behalf and I am confident they will get back to me soon regarding your complaint.

Thank you for your patience.
Regards,
Emma

Hi muziq,

thanks a lot for your posting. Since customer satisfaction is one of our most important goals, we will look at your request in detail.

Being able to do so we would require your "betting account number".

Have a nice weekend.

Br.

Steph
bet-at-home.com Affiliates

hi Betathoem team

im so happy that i ahve some one here to help

my betting account number is Betting account number: 16008597

my issue is requested withdrwal and i sent documents

and i have been told that they cant accept scanned docs and need  photograph

i forwarded photograph  then my account locked

no idea why im a player of lot of loyal casinos and never had any issue

really relieved that some one is here to help

a big thank to emma for the help and steph u too

hope it will be rectified soon

Hope you have seen it '

waiting for the reply

Hello again,

after reviewing this again we can only refer you to our service department (as they are dealing with customer queries). Please address your betting account number, they are already aware about the situation.

Best regards,

Steph

Ty steph

as i mentioned im not getting any kind of reply from customer service
thats why have to use other options like this

Betting account number: 16008597

as im said im a member of most of the reputed casinos and verified every where
and had no issue at all

all my documents are genuine

so i hope this can be rectified and i can continue play

thnks for the help

Hello muziq,

The rep is assuring us you were contacted by the casino and that everything was already communicated to you.

To my knowledge you made a serious breach of their general terms and conditions and there's nothing we can do about it, you will have to continue resolving this with the casino's support. 

Regards,
Emma

no no pls emma i will copy the email i got

i didnt breach any terms i just deposited send documents and thats all

thats what i do with all the casinos i repeat i didnt breach any terms

please help me

thi is the first mail i got after sending documents

"Hello Pradeep,

Thank you for sending your documents.

We would like to inform you, however, that we require a picture of your driving licence. Please note that we cannot accept a scan of this document. We therefore kindly ask you to send high-quality pictures of your driving licence (front and back) to [email protected].

We will then verify your account within about 24 hours and proceed with your withdrawal.

Have a nice day.

Best regards"

so i took a photo of my licence  and sent and i got the reply

Hello Pradeep,

Your account is closed because we detected irregularities when verifying your account and with your documents.

As you violated our rules, your betting account will remain closed. Please be informed that the game contract between you and the company is therefore terminated and our customer service is no longer available for you.

Best regards,

so this is all they say they noted irregularities
what irregularities i dont know ??

and they are not saying what it is

i have sent this documents to around 20+casinos here and its approved every where

i assure u im a genuine player and didn't do anything wrong

the casino is not replying to my email or and not responding to my chat

all they say is there is irregularities and i breach and so they cant communicate

what breach what irregularities they are not even saying that 

And iam willing to send all my documents to LCB if needed so they can verify it themselves
if needed .... i didn't done anything wrong .. and i denied justice here

and i hope it will be sorted

Hello muziq,

Please don't do that as we are not eligible or qualified or allowed to review your personal documents. This matter is between you and the casino, the rep was very prompt to look into your complaint and get back to us with a response.

As I said before and I will repeat now, there's nothing we can do at this point. You need to resolve this with the casino's support, which already explained everything and answered  your questions.

As you can see for yourself, from the emails you have posted here, the casino has detected irregularities when verifying your account and with your documents.

There's no point in prolonging this issue here.
I hope you understand.

Thank you for reaching out.
Regards,
Emma

so emma i hav ejust two points

1) i have snd all the cos required and the casino is not saying what  terms did i breach what wrong
with the docs ... nothing they just says "i breach terms  thsi document have been aproved every where

2) i have deposited 500+ there so just took al my deposits and when i made a withdrwal they say i breach terms and they took all my winnings and deposits and its just that and no one can do anything about it ??

3) all say the casino will communicate me they dont replying my mails the dont answer my chats

i joined the casino by clicking the link here and no one can do anything when im on trouble

thats so sad

"atleast im entitled to know what did i wrong whats wrong with my documenst,,"

suerly they cant take all my money just like that

and the rep said  "the casino will cotact me "

im not contacted by any one ... and im denied justice here without any reason

The risk team has said that one of your docs are fraudulent. We have asked the rep to send the 'faudulent doc' through so we can inspect it

Ty  very much mel

im relived now .. i assure you all my documents are genuine and accepted every where

and i never done any fraudulent activity and never will ....which you will understand when you

inspect it ....

ty so much i will wait for now

and sorry if i spoke in angry tone i never intended in that way ...and i was disappointed with all the things


once again thnks a lot for the help

hope this will be sorted out soon

As the holidays are over i hope something can be done on this

.
any news from them  mel hoping this will be resolved

really wish if some one made a reply

its been 20 days since u made this reply am still waiting  to resolve this
any progress didi they send the documents diid u have a feed back appreciate a reply

Hi,

Bet at home actually have a bad reputation and a very low rating.
BMR, an important site of reference for bettors , put bah on the red list ( high risk company).
It 's not enough to say that the document is irregular ... they have to specify the reason . Otherwise it becomes too easy ...
When I take money everything is in order , when I have to pay  there is something fraudolent.

Hi Muziq,

betathome accept the mediation of eCOGRA ... then you can try to send a request . I think it's all free.
http://www.ecogra.com/srs/policies_procedures.php
http://www.ecogra.com/srs/dispute.php  (dispute form)

Bye and good luck!

Thank you james for the reply i have no idea it was such bad firm

it was rated high here so i registered my bad

yeah they simply said ur docs cany be aprroved so u vilated rules so we cant discuss anythng u have no player rights thats it


not even a word of the deposits i made

Hey Muziq...don't give up!
You should fill out the dispute form ... what do you have to lose?
Ecogra have a greater influence and the right tools ... it's their job.
An attempt cannot harm you

Hello muziq,

Lets not forget that you have been accused of having fraudulent documents which is a clear breach of their general terms and conditions. 

The casino rep has kindly declined our request for documents as he is not authorized to share such player information, which is more than understandable. He himself is not able to see the doc in question and has to solely rely on Verification department for this matter. On a different note, he assured me that they have explained the situation to you through a series of emails.

The Verification department has prove that the ID/Docs were deliberately modified/faked which is a clear breach of terms and conditions and always results in a closure of the account.

I hope you understand the situation here, we cannot review your documents, we cannot ask you to show us your documents and even if you decide to share that information with us we cannot compare the documents you would send us with the ones in question.

There's nothing else we can do at this point except advise players to carefully read and follow casino T&Cs before making a deposit.

Thank you for your patience.
Kindest regards,
Emma

Hi Emma,

Practically they can close the account without explanation .... this is written in the rules . But if ecogra contact them then Betathome must provide the reasons and documents deemed to be fraudulent (excuse me for my terrible english),

welll thnk you so much 

such a joke fo a statement ...


the same documents approved by every where i play the casinos listed here all of them ahve no problem

this casino come and says it fraudulent what a  funny thing


they should have at least give back my deposit who have taken authority to take me my deposit ..

well i will forget all this and i will move on i will never join a casino listed here

This is by no means a joke. Casino is claiming that you have submitted fraudulent documents. We have no authority or means or even qualifications to check for the validity of such documents, nor this casino is in any obligation to provide us with such personal data.

And just because you claim that other casinos have accepted your documents, is of no relevance to this case.

We did ask them to refund your deposits back, but in such cases where the fraudulent behavior is suspected or determined this might be tricky to do.

If you are unsure of your statements you have to act . Lcb haven't the responsibility of the behaviors and decisions of the casino.
Don't waste any time,fill the form and keep us informed

any way im leaving it where it is... at that time gambling budget was very limited ... and was so sa dthis happened but i had some nice wins with my balance and have best ever postion now..

both at good casinos and i already received my  winnings ...

i have learned my lesson i will play at casinos i regularly play and never again join a casino unless its a sister casino where i play

i hav had 35+ wildlines in DOa and this is the only time i coudnt cash out ......

but i will move on just for the records

i have send the same documents to a new casino yesterday and its approved

and thi is also my last post here ..

all the best lcb

you can discontinue it im no more interested in this  casino ...  and want to forget all this

Dear musiq ...
you cannot throw the stone and after hide the hand ( so we say here )
If you ask a question and you're sure of your reasons then you have to pursue the solution.
So If you run away you let doubts about your reasons and especially on your person.
We aren't born on the mountain of soap

I am sorry we cant help you more Muziq. If you are unhappy with this result I do suggest you take MrJames1927 advice and handle the dispute through their licensing authority in Malta or the UK gambling Commission or eCogra.

We havent had any previous troubles with this casino and they rank high on LCB according to other members. They are also licensed in Malta and the Gambling commission which are 2 of the trusted licensing authorities for online casinos.