bet-at-home Casino DE - プレイヤーのアカウントが閉鎖され、引き出しが遅れます。

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