BetOnline closed my account after 6 years as a customer and confiscated 14k in funds.

[KINGSAMHOR]

I have been a BetOnline customer for over 5 years and have had probably hundreds of withdrawals and deposits over this course of time. I have played Poker professionally for over 9 years now and have never had this kind of issue happen so suddenly with no explanation. I don't think I have done anything wrong and most definitely don't think confiscation of the funds totalling almost $14k is justified.

I want to give everyone a detailed timeline of events that happened within the last few days so that you can have the full picture and maybe can figure out a way to rectify this.

Most recent events:
Tuesday 25th 2023, I decided to stream my poker live on Twitch under the handle: twitch.tv/KINGSAMHOR. This was purely for enjoyment and wanting to try something new.

The streaming software I used was StreamLabs. It's a popular live streaming tool. When BOL was open and I was streaming (A mix of GG and some other sites), my friend noted that nothing was actually being shown from BetOnline on the stream. I believe the software has blocked itself from being shown on Stream.

BetOnline is probably one of my most frequented sites to play Tournament poker and I knew about Tiger Gaming as a Chico skin. The day after I did the stream I created a TigerGaming account to see if this would appear on the streaming software. It did not show up. StreamLabs could not capture the client and so I closed the Client and that was the last time I opened it.

I did not and have not read the T&C around streaming using Betonline software or any other skin related to BOL and assumed this would be no issue given the size of the poker streaming environment and other big name companies not having an issue.

When I opened my TigerGaming account, my intention was to create an account, unverified, purely to see if the software I was using to stream (StreamLabs) would capture the client. In an earlier message from support they mentioned that the details I used in my TigerGaming account were different from that of my BetOnline account. This account is unverified and I have never attempted to deposit onto it so I am not sure why this would matter. I believe the confusion comes from using Chrome AutoFill for my details which probably have details for my address that do not match my BetOnline verified account details. I have moved several times recently (Last 3 years) so this would probably be the case.

Support has told me that this was the reason for closure of my account and confiscation of the funds, a mismatched address on an unverified Chico skin. My head is spinning. Can anyone out there help resolve this?

Thank you

[Optional]

Honestly, I can see why they might suspect you were joining Tiger for "nefarious" reasons when they noted the different signup info. Even though you do sound believable. And they are well known for booting players found using any sort of tool on their poker client.

But it does seem unreasonable to be confiscating funds if there is no evidence of actual advantage taking at any table.

Who are you dealing with at Betonline so far?

[KINGSAMHOR]

Honestly, I can see why they might suspect you were joining Tiger for "nefarious" reasons when they noted the different signup info. Even though you do sound believable. And they are well known for booting players found using any sort of tool on their poker client.
But it does seem unreasonable to be confiscating funds if there is no evidence of actual advantage taking at any table.

Who are you dealing with at Betonline so far?

So far I have only had communication with Online Live support and Phone support. Both of whom were very vague about what exactly I had done wrong and also said there was nothing more I could do and that my account would be locked and funds confiscated which is ludicrous.
Both parties referenced that this was a "management" decision. Do you know anyone i can get in touch with to try and resolve this ? This whole situation is just absurd.....

[2Sweeet]

Get in contact with JG from BOL if everything you say is true he will fix it.

[KINGSAMHOR]

Get in contact with JG from BOL if everything you say is true he will fix it.

Ok perfect, how do i get in contact with him or where do i find him ? People in another thread said the BOL Game Integrity unit were helpful in these situations. Does he work with them ? Appreciate your help, thankyou

[Crusherrr]

You can have accounts with Tiger, BetOnline, Sportsbetting.ag, Wild Casino, or whatever other skins/sites they have. But you can't play poker on more than one of the skins/sites. You get one account for poker across all skins. This is why they have closed and confiscated your funds. They should, however, refund and re-open your account(IMO) and let you know that what you did broke their terms. From the sounds of it you weren't aware and were not doing anything on purpose to break their terms.

If you wanted to stream your BetOnline tables, you need to play their web-based client. The poker software that you download doesn't show up in screenshots, streamlabs, anywhere. The web based client doesn't block those things but obviously it's not as nice to use when playing a lot of tables as the downloaded software is.

[2Sweeet]

Send a email with Attn JG on it to there customer service department. When he get's back to you explain it all.

[ArAnah]

In the last times so going keep for thinking about cryptobookies like scammers...what's hapenned with them ? really they ignoring most of people who has been gandicapers and etc? really no rules for them? Anyway I am afraiding to play on any site