My name is Greg and I have been a professional poker player for about 2 years. I play mid and high stakes nl holdem (600nl-5000nl mostly) across some of the few sites that are left for American players to play on. I decided to try playing on BetOnline after I had seen them advertising on a few poker related websites and saw that they accept US players. I also checked and saw that they had a B+ rating on sportsbookreview.com which unfortunately instilled confidence in my decision to play on their site.

I made a deposit of $1200 on their site via MoneyGram around the 13th of October. I started off playing 1000nl because I only had $1200 on the site to begin with, and ran well in the beginning building a nice roll pretty quickly. My first experience with the poker room was positive even though the software sucks horribly and is very slow. There was a rare few times when I was multi tabling I would time out due to the lag and timing out on their site leads to your hand being mucked which is annoying. There was a hand where there software glitched and for some reason mucked my hand on the river when I had the nuts. I immediately emailed support and within a few days I was refunded the pot which boosted my confidence even more about the site. Over about the course of a month I played 1000nl-10000nl on the site and had a little over $65,000 by the time I decided to request my first withdrawal. The games on the site were super soft for the stakes they were at, and I did of course run pretty well also.

When I attempted to make my first withdrawal the first of the many excuses and my problems occurred. I have laid out step by step exactly what happened and unfortunately the truth is BetOnline is trying to steal the $65,000 in my account from me. You will see all of the excuses they have given to not pay me, and their final claim is that I chip dumped after earlier saying that my poker account had been reviewed and everything was fine and I was clear to withdrawal. I want to make it 100% clear that I have never chip dumped or cheated in any way, shape, or form on BetOnline or any site ever. I have done absolutely nothing wrong and BetOnline is absolutely is trying to steal $65,000 from me.

(BetOnline’s maximum wire withdrawal at one time is $15,000 that is why all my requests were for $15,000.)

1) My original bank wire request of $15,000 was on November 4, 2011 on a Friday. I checked on Monday to see if it had been processed, it said it had been cancelled. I immediately went on LiveChat on November 7, 2011 at 1:48 PM EST and spoke with Tristan. He told me that my bank wire had been cancelled because my account was being reviewed by the Poker Department. Tristan said I would need to speak with the Poker Manager, but he was not in at that time. I told Tristan I would check back later to see if the Poker Manager was available.

2) Later on November 7, 2011 at 6:34 PM EST I spoke with Christine in LiveChat to check to see if the Poker Manager was in yet. She said he still was not, and she recommended that I call 1-888-426-3661 because for these issues speaking on the phone is better. I said OK.

3) I proceeded to call the number and spoke with Charlie. He told me that the Poker Manager WAS IN, but does not speak with players which is a direct contradiction to both Tristan’s and Christine’s instructions. After arguing and attempting to try and talk to the manager I reluctantly said OK. Charlie said to give it 24-36 hours and BetOnline would either e-mail or call me to notify me when my account’s review was over.

4) On November 9, 2011 I still had not heard back from BetOnline about my account’s review status. I went onto LiveChat at 1:59 PM EST and spoke with J.D. J.D told me that my account HAD BEEN VERIFIED AND EVERYTHING WAS FINE, and it was OK to request a new payout. I asked when the account review had been completed and was told “yesterday” which would have been November 8, 2011.

5) Later on November 9, 2011 I requested another $15,000 bank wire withdrawal. When I checked the morning of November 10, 2011 to see if it had been processed it said it had been declined due to me not meeting my rollover requirement. It said that in order to meet the rollover requirement I had to wager $1222.80 in the SportsBook. First of all, there should not be a rollover requirement because I received no bonuses at all when making my deposit. Out of frustration, on November 10, 2011 I did not fight this ruling (at this point I just wanted to be able to withdrawal my winnings) and proceeded to wager $1300 in the SportsBook on an ATP tennis match.

6) After making this wager to satisfy this requirement, on November 10, 2011 I requested another $15,000 bank wire withdrawal. When I tried logging into my poker account later on November 10, 2011 it said my account had been temporarily disabled.

7) On November 11, 2011 at 1:51 AM EST I went into LiveChat to find out why my account had been suspended. I could not believe this had happened when my account had just been reviewed and successfully verified, and I had been told that I was clear to request a new payout. I then went into LiveChat at 2:02 AM EST and spoke with Al. He told me that there were no supervisors on the floor at that time and he had no idea why my account had been suspended again.

8) On November 11, 2011 at 6:27 PM EST I went into LiveChat to again try to speak to a supervisor to find out why my account has been suspended. I spoke with Chandler and after demanding to speak with a supervisor multiple times and being denied, he informed me that my account had been suspended due to chip dumping. This is completely ridiculous and a lie. It is even more insane that they claim I chip dumped after I had been told by J.D. on November 9, 2011 that my account had been reviewed by the poker department and everything was fine.

9) At this point I decided to send an email to BetOnline on November 12th, 2011 demanding it go straight to management, explaining exactly what had happened to me like I did above and showing them how they are clearly attempting not to pay me and are trying to scam me. I told them that if they did not resolve this or at least investigate it further by November 16, 2011 that I was going public with what happened to me. I got a email back saying that my email was being sent to management but never got a response back after that.

10) On November 15, 2011 I re sent the same email I sent to them on November 12th, 2011 and got a response saying that my account had been reviewed and “chip dumping was detected and confirmed”. I responded requesting all hand histories of every hand I had ever played on the site. I got a response back saying “the complete hand history is too massive for it to be sent. But I will personally send you the hands in which you were found cheating. If that is ok with you.” I responded ok please send me the hand histories were I was “cheating”. I received no response and sent another email requesting these hand histories. I have not heard back since and have not received any hand histories.

Unfortunately at this point I have no choice but to go public with what has happened to me. Again, I have never chip dumped or cheated on BetOnline or any site before ever. I am more than happy and would be ecstatic to have all the hand histories reviewed by someone outside of BetOnline. I am hoping that someone like NoahSD can do this for me if they finally send me the hand histories. Unfortunately I have a feeling that they will not release any hand histories because they know they are scamming me and it is their final excuse not to pay.

I will be posting this everywhere I can and will be filing a report out with sportsbookreview also. I will not give up until I am paid by BetOnline or they are out of business.

I also have all transcripts from every LIVECHAT and every email saved. I have proof of them claiming my account had been cleared and I could now request a new payout, and then after that and going through the rollover excuse, they come back again and claim that I chip dumped.

CLIFF NOTES:

1. Deposit $1200 on Betonline in early October and run it up to a little over $65,000 playing 1000nl-10000nl.

2. Request $15,000 bank wire withdrawal (there max withdrawal per time is $15,000 via BW) on November 4th, 2011 and it is declined due to my poker account being reviewed.

3. I Go on LiveChat on November 9, 2011 and JD informs me my account has been reviewed and verified and I can now request another withdrawal.

4. I request another $15,000 bank wire on November 9, 2011. It is declined also and the reason they claim is because I did not meet a roller over requirement. This is completely untrue because I never received any deposit bonus, but at this point I did not challenge the ruling and meet the rollover requirement by betting the amount needed on a tennis match so I could withdrawal.

5. I request another $15,000 bank wire withdrawal on November 11th, 2011 and later in the day when I try to log in my account it is suspended.

6. They accuse me of chip dumping now after they cleared my poker account on November 9th saying that everything was alright and I could withdrawal now.

7. They claim they cannot send me all my hand histories when I ask because it is to “massive” but they will send me the hand histories in which I “cheated”. They say they will send the hand histories in which they claim I “cheated” to me, but after asking multiple times for them they never do and still have not to this day.

8. I have never cheated or chip dumped on BetOnline or any site ever, and am willing and want to have all my hand histories reviewed by someone outside of BetOnline. I am continuing trying to get all my hand histories from BetOnline, but they are not sending them to me because they know I have done nothing wrong and are trying to find every excuse not to pay me.

9. Unfortunately, it is clear that BetOnline is coming up with excuse after excuse and is trying to steal $65,000 from me.

I have no idea if there is one, but if anyone knows if there is a BetOnline rep on 2+2 please contact me immediately or let me know who it is so I can contact them immediately. I will answer all questions on here and will do whatever I can until I am fairly paid the $65,000 I am owed.

What network is BetOnline on?

I'd be happy to look over the HH's, but it'll take me a few hours to be able to. (Not that it makes a difference, as I now see you don't have them either because they're not giving them to you).

Winning $65k in a month, even playing 1kNL+ seems a bit fishy, especially since the player pool for games like that probably isn't super huge.

Action Poker Network

They claim they are on the Hero Network but really are just on Action Network. This has been discovered by 2+2ers.

Thanks for the offer I would glad for you to do so, but I need to get them first which I believe the problem is going to be unfortunately. Yes I understand that so that is why I thought it was fair and normal originally when they were "reviewing my account". Again the games were super soft though, and I also I got a ton of fish HU from 2knl-10knl throughout the month.

Sorry to see this, if what you had said is true.

Couple of things:

1) Did you play any POKER on your account between the 8th/9th and the day you were unable to access your account (10th/11th)?

2) What is your username/tablename on the site?

1) When my account was originally being "reviewed" it was not suspended but I do not believe that I played on the site after the beginning of when my account was being "reviewed" for the first time. I can not say this for sure though but I am pretty sure I did not play after this point. After my account review had been finished and everything was ok they told me they then declinded my next wire claiming that I did not meet the rollover, and then I did meet the rollover requirement even though there should not have been one, and then proceeded to try and cash out again is when they actually suspended my account and I could not log in anymore.

2) My screen name on BetOnline was CrackAtack.

Hi... Sportsbookreview.com handles complaints against sportsbooks. Fill out a complaint form. Good luck with this as I feel this is your best option.

Post live chat screenshot or email saying they would not send all the HH because its too large please

Thanks for the advice! I have done that and I too think that is my best option.

Happy to do this not sure how. I have a yahoo email should I just copy and paste the email onto here?

That's probably the easiest way, yeah. Along with any emails that one might reference.

I have screenshoted the image(email) and pasted in paint and saved it onto my computer. Is there a way to attach documents on 2+2 or how can I get it on 2+2 now?

I would definitely file a complaint against BetOnline at Sportsbook Review.

I would also email BetOnline and let them know that you have opened a thread on 2p2 and send them the link so they can follow along and see the negative publicity they are receiving.

It seems BetOnline has tried to use excuses in the past when players have requested a cashout from the Poker Site. With them being on the Action Poker Network it's definitely disturbing.

I hope you get this straightened out and please keep us updated. If nothing else hopefully people stop playing on BetOnline. There have been A LOT of complaints against them recently and the fact that they lied to all their players by claiming they were on an independant Network is just one of the many reasons other players need to avoid BetOnline!

Host it on imgur.com or something, or you can just copy and paste the text, which is probably easier.

A few people have complained about having to jump through hoops when they wanted to withdraw funds from betonline. Surprised there was enough traffic to win 65k but not surprised about op having problems based on the numerous complaints I have seen previously. I would have deposited but stayed clear after finding out on action network and problems other people had when they wanted to cashout. Good luck op afraid you will need it.

Unfortunately, I don't think there is.

How to change avatars and post pictures & videos

RE: ATTENTION MANAGEMENT URGENT READ ASAP
1 recipientsCC: recipientsYou MoreBCC: recipientsYou Hide Details FROM:BetOnline Account Management TO:Greg Message flagged Tuesday, November 15, 2011 9:53 AM

This message contains blocked images.Show ImagesOptions Message body
Reference number: - Please use this ticket number in any correspondence with us.

Subject: ATTENTION MANAGEMENT URGENT READ ASAP
Hi,

The complete hand history is to massive for it to be sent. But I will personally send you the hands in which you were found cheating. If that is ok with you


If you have any other questions or require further assistance, please do not hesitate to contact us.

Best regards,


Monty Barnes
Player Services Department
Email:cs@betonline.com
Phone:1-800-977-4717
Fax:1-800-452-4701


I took out the reference number because I am not sure if I should post that. I responded to this email twice demanding they send me the hand histories where they claim I "cheated" since they said they can atleast do that. I still have not recieved even those hand histories.

I posted the image on imgur thanks for the suggestion! Here is the link http://i.imgur.com/JlORa.jpg

Just the name "Monty" gives me the creeps. Anyways, there have been countless threads over the past few months about them pulling this kind of stuff. If you like your money, I'd recommend you stay away from BetOnline. One simple search before depositing money would scare 99% of people away from the site.

Sad state of affairs in online poker for US residents anymore...I truly feel for ya op if that is the whole story. Seems like these stories are coming up more and more.

I would be calling daily and emailing every day or 2 until they finally gave me the hand histories. Do none of the tracking software (PT3, HEM) not collect BetOnline hand histories? One of the main reasons I use it other than the obvious review of my sessions is to have a complete history of all my hands had anything ever came up and they were needed. It seems receiving hand histories from the companies themselves rarely happens unless its PS.

Unfortunately like you said PT3 and HEM are not compatible with the site so I do not have the hand histories myself. Would make everything a lot easier if I did have the hand histories I could proof my innocence right away.

Obviously you need to take legal actions if they don't pay up.

I will be considering this option if this is not resloved and I am not paid very soon. I can not believe that it might have to come to this.