Please post every email about the situation from them to you and from you to them.[/QUOTE]
Unfortunately I was talking to them alot in live chat in the beginning, and I don't have that history, but I will post all the emails I can find, but I warn you it's a complete mess (from their side) I can't imagine that this is not intended. And same as pocket rockets, I have deposited and withdrawed both with neteller and bitcoin around 20 times before during the last year every time between 1k and 10k USD.
Here are all the emails I can find:
30 October 2018 at 15:25
To:
cashier@betonline.ag
Hello. When I enter the cashier and go to payout I get this message: Your account is restricted from accessing this part of the cashier. For assistance, please
contact Customer Services.
What should I do?
Best regards
Lars
cs@betonline.ag
Fri 11/2/2018, 5:37 PM
To: XXX
Dear Lars,
This is Cindy from Player Services, Hoping this email finds you well…
Please be informed that we need to complete a standard review on your account, for this matter we need you to provide some information, please reply back attaching the following information:
Picture of ID
Copy of Bank statement or any utility bill from the last 90 days
Picture of the front and back of the card you are using to deposit in the account.
If you have any other questions or require further assistance please do not hesitate to contact us.
Sincerely
Cindy Thomas
Player Services
BETONLINE TEAM
Same day I sent them the documents, then as expected I got this email:
Documetns - [MO201811677772]
financialservices@betonline.ag
Sat 11/3/2018, 11:15 PM
To: XXX
Hi Lars ,
This is Chester from betonline.ag, I hope you are doing fine these days.
Please be informed that we received your verification documents in good order. Your documentation has been approved and your account updated.
Thank you for playing with us!
Should you require further assistance or information, please contact us by replying to this email or initiating a Live Chat.
Sincerely,
Chester Mitchel
Financial Services Department
But I still couldn't enter the cashier, so I talked to them on Live chat, and after a couple of days I got this email:
Cashier unblocked - [MO201811680187]
cs@betonline.ag
Tue 11/6/2018, 12:57 AM
To: XXX
Dear Lars,
This is Lucy from Player Services. Hope you are doing well.
Apologies for the inconveniences caused. This email is to kindly inform you that, your account has been updated. Please try again. Thank you for working with us in this matter.
Should you require further assistance or information, please contact us by replying to this email or initiating a Live Chat.
Sincerely,
Lucy Connor
Player Services Department
BetOnline
I still couldn't enter the cashier, so I talke to live support again, and after couple of more days I got this email:
Verification - [MO201811685688]
freeplay@betonline.ag
Fri 11/9/2018, 11:52 PM
To: XXX
Good Day,
I trust that this email finds you in good health.
Please be advised that we require a selfie with your ID, as the ID copy received is not visible.
Once received, your account will be reviewed and feedback will be provided.
Your understanding and patience in this regard is appreciated.
Best Regards,
Elizabeth
Financial Services
BetOnline
This is just BS, my ID was 100% clear, and after this email I can't even log into the site at all anymore. I was away for the weekend, but on monday 12th of november I sent them a selfie with the id, first to
freeplay@betonline.ag, then to
cs@betonline.ag and then to
documents@betonline.ag. I never got an email saying they received it or anything.
another week, and I have pretty much given up, but I'm sending this email:
Lars
Mon 11/19/2018, 10:25 PM
To:
cs@BetOnline.ag <cs@BetOnline.ag>
Hello, what is the status on my account now? After my documents first got accepted 3rd of November, I got a new message a week later that said it wasn't ok afterall, so one week ago I sent the "selfie" with my ID, and since then I haven't received any updates or money in my neteller account. (I can't even enter the site but I'm not interested in that anymore I just want my money sent back to me)
I talked to some of my friends who still plays alot of poker. They are pretty shocked and says that the site is probably going bankrupt, and I should try to get help through the company where you have the gaming license, and post a warning to other players on 2+2 and other poker forums.
I couldn't find out anywhere on your homepage where you are licensed, so I wonder if betonline even have this gaming license. If you have, what is it and how can I contact them?
Lars
I get this reply:
R: Status on my account
CS_BOL <cs@betonline.ag>
Tue 11/20/2018, 7:32 AM
To: XXX
Hi. Mr. XXX
This is Desmond Blair from player Services I hope this email finds you doing well,
This message is to inform you that after reviewing your account is still suspended because you were asked to sent some information that was required that will start the process to reopen access to her account. He were asked to send a self-Fi the ID that you provided could not be read, Can you please send the information that was told to you,
And as for as us being legit you can login to sportsreview,com click on rating and you will see that we are one of the BEST we have a A+ rating.
If you have any additional concerns please feel free to contact us at and point, Thank for contact us.
Sincerely,
"Desmond Blair"
The BetOnline Team
I was on the computer so I immidietly replied:
XXX
To: CS_BOL <cs@betonline.ag>
Date: 11/20/2018 1:35:52 AM
Subject: Re: Status on my account
I have sent the selfie with ID also. Actually I sent it three times to different emails of yours last week to be sure you received it (over a week ago). I sent it to
cs@betonline.ag two times, and one time to
documents@betonline.ag. None of the times did I receive any email back.
What is your gaming license and how do I concact them?
Lars
And this is the last email I received, I haven't replied to this one:
R: Re: Status on my account
CS_BOL <cs@betonline.ag>
Tue 11/20/2018, 3:35 PM
To: XXX
Dear Lars,
My name is Russell Lester from Player Services hoping this email finds you well. After reviewing your account it seems that the documents are still under review, thank you for your patience, as you know it's high season and could be more difficult getting to you back to back, but no worries we're on it.
If you have any other questions or require further assistance, please do not hesitate to contact us.
Sincerely,
"Russell Lester"
The BetOnline Team