Hello Steve/Sportsbet,
Since 14 days ago I have a problem with my Sportsbet account. I wanted to start betting again at Sportsbet after a long time (1,5 years approximately) not being active. But I could not remember my username and email I used back then because it was so long ago. So I went into your livechat and asked if they could help me trace back my account, but they said they could not find it. They advised me to email to
[email protected] and so I did. I explained to them the situation and on Friday 4th October this was the exact reply I got from
[email protected]:
Hello,
Thank you for your email.
As we do not have a record of an existing account with the email address you would like to use, we would advise you to go ahead and create a new Sportsbet.io account as you requested.
Should you have any questions or concerns please do not hesitate to contact us by replying to this email.
Kind Regards,
Sportsbet.io Player Safety and Assurance Team
So then on Saturday 5th October I went ahead and opened the account. All fine for 2 days, I made several bets, several deposits and several withdrawals. All fine. But then suddenly in the afternoon of Sunday 6th October I was auto logged out and then when trying to log in I saw a message "account disabled, please contact support". I was then asked to send my passport and a utility bill, which I did. Then I was asked to do a Veriff verification with my webcam, which I also did. And then 4 days ago they sent me an email that my account was flagged for multi accounting. Well, pretty logical ofcourse because I already explained to your security that I have an old account in which I did not log in for about 1,5 years of which I forgot the username and email. I know it is forbidden to have 2 accounts but this is precisely why I asked for permission from your security email before opening the new account. All I did was follow up the advice of your security department and now I am stuck with a disabled account with quite some balance in it for 2 full weeks already which I can't access. Rule 3.6:
"If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member Account being blocked."
I notified your security team before opening the new account and they gave permission, and then now the new account still ended up being blocked. I think this is weird. Could be a genuine mistake, but after my last email 3 days ago with my explanation I have not heard anything back and my account is still not re-opened. Can you please have them look into this and solve this situation soon? I think 2 weeks is quite a long time to be locked out of your account when all I did was open communication and following up the advice I was given.
My username is LuckyHopeful. Hope you can help speed things up a little! Thanks in advance Steve!
P.S. Perhaps not necessary to defend myself, but I would still like to state that I am a long time poster on here and am not some third-world-country scammer who opens a new account here just to complain. I live in Germany and am a reasonable and conversational person.
Just wanted to follow up on this: after 3 weeks of waiting Sportsbet eventually sent me an email that my account will stay disabled but they did sent me my full balance remaining (just over 2BTC) to a wallet address of my choice. So I'm still a bit surprised why I cannot continue gambling but at least they were honest in giving me back my funds. I'm satisfied with the outcome but a bit sad I cannot bet at Sportsbet anymore.
Steve, is there any way I can open a new account with your permission? Or can I never bet at Sportsbet anymore?
Either way, I respect the decision!