bet-at-home Casino DE - La cuenta del jugador está cerrada y los fondos son confiscados.

Hello, I requested a withdrawal of €1,723.07 on January 27. After I was asked to send various documents several times, my account and my balance were blocked on May 27, 2025.

I wasn't given a reason. They simply pointed me to the general terms and conditions. I've always adhered to the bonus terms and conditions.

For months, support has not responded to my inquiries as to why the money was withheld.

Hallo, ich habe am 27.01. eine Auszahlung über 1723,07€ beantragt. Nachdem ich mehrmals diverse Dokumente schicken sollte, wurde mein Konto und mein Guthaben am 27.05.2025 gesperrt.

Mir wurde kein Grund genannt. Es wurde lediglich auf die allgemeinen Geschäftsbedingungen hingewiesen. Ich habe mich immer an die Bonusbedingungen gehalten.

Der Support antwortet seit Monaten nicht auf meine Nachfragen, warum das Geld einbehalten wurde.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with bet-at-home Casino DE.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? Have you completed wagering requirements of the bonus?
• Have you managed to withdraw winnings from the casino in the past?
• When was the last time you were in contact with the casino?

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

Best regards,

Tomas

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Dear LadyJin770,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

Sorry, I was away for a few days.

I can't even remember the games anymore. It was just too long ago. But I always made sure to comply with the bonus terms and conditions. The bonus had already been played out, and the money was available for withdrawal.

I registered on January 16th. I requested my first and only withdrawal on January 27th. I haven't made another withdrawal. After the request on January 27th, I was asked to complete repeated verifications. On May 27th, I received an email from BAH stating that my account had been closed and all funds had been withdrawn. Support is also no longer available to me.

Hallo,

sorry, ich war ein paar Tage unterwegs.

Die Spiele kann ich gar nicht mehr sagen. Das ist einfach zu lange her. Ich habe aber immer darauf geachtet, dass die Bonusbedingungen eingehalten werden. Der Bonus war ja dann auch abgespielt und das Geld frei zu auszahlen.

Angemeldet habe ich mich am 16.01. Die erste und einzige Auszahlung habe ich dann am 27.01. beantragt. Eine weitere Auszahlung habe ich nicht gemacht. Nach der Anfrage vom 27.01. wurde ich mit immer neuen Verifizierungen beauftragt. Am 27.05. habe ich dann eine Mail von BAH bekommen, dass mein Konto aufgelöst und alle Gelder gestrichen wurden. Auch der Support steht mir nicht mehr zur Verfügung.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello LadyJin770,

I'm Michal, and I have taken over your complaint. I have examined this case, and I want to inform you that due to the significant delay since your account was closed, our ability to assist is rather limited. It is highly recommended that you seek help as soon as possible if you feel dissatisfied with how the casino team has addressed your situation. We cannot rule out the chance that the casino may no longer retain all the evidence related to your case due to the elapsed time. Nevertheless, I will reach out to the casino to clarify this issue and explore if there is any way I can assist further.

We would like to invite bet-at-home Casino DE to join the conversation.

Dear bet-at-home Casino DE,

I would appreciate it if you could provide clarification regarding the closure of the player's account and confiscation of their winnings. Specifically, what actions or gameplay by the player prompted the decision to close their account and confiscate the winnings? Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru

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.

Dear LadyJin770,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, as mentioned in the casino's terms and conditions

I recommend you contact the Online Dispute Resolution (ODR) – an alternative dispute resolution service (http://ec.europa.eu/consumers/odr/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Gemeinsame Glücksspielbehörde der Länder (GGL) Gaming Authority itself (https://www.gluecksspiel-behoerde.de/). Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru