Betonline. Locked account and no further details after weeks of waiting

**PharaohUB** · 11-01-19, 10:42 AM

If everything you are saying is true SBR will take care of it and you will get your money.

**TopoChicoLover** · 11-01-19, 10:42 AM

I am in a similar situation as you except you have actually gotten to talk to someone. I have made numerous deposits and finally made my with first withdrawal request last Saturday. I first received an email on Sunday that stated my account shows logins from different locations other than my home address and they need further clarification. I called and told them that I had been traveling the week before which is why it likely shows logins from different locations. He said he made a note on my account and for me to make another withdrawal request. I made one on Sunday and received an email on Monday morning that my account requires further review that may take up to 72 hours. It also told me to not be alarmed as this is part of standard procedure. I have been locked out of my account this entire time. It has now been over 100 hours and there is still no kind of answers from them and they will tell me nothing. It's very worrisome to me and it's unbelievably frustrating that they won't tell me anything. My account was never under review as I was depositing thousands of dollars into the account but the second I request a payout it's immediately under review and I have no access to it. I went on a nice run last weekend and have five figures in the account.

I have never played their casino or poker. I have only bet sports and I could list every game I have wagered in the last month if I had to.

**KS1986** · 11-01-19, 11:01 AM

Every device you use has a unique ID, that's how they track it. They must have that ID tracked to other users.

**Optional** · 11-01-19, 11:45 AM

@OP, If they have a genuine device match using two accounts, there really is no use arguing. It is not something that can possibly happen by accident or be mistaken.

@ Topochicolover, please send a Sportsbook Complaint form and we can ask a manager to check whats going on with your account for you.

**TopoChicoLover** · 11-01-19, 11:57 AM

I have made two complaints about this and I haven't heard anything back. BOL was supposed to call me in a certain time frame today and they didn't call me.

**Craig22** · 11-01-19, 12:22 PM

Originally posted by Mychal

Hello all!
I’ve been an established user of Betonline for a year, I've been placing bets successfully for 12 months. I probably made over $10,000 in wagers and built the account to $3,500.
At one stage I could not login to my account, and so I contacted live-chat-support. They say on chat that my account is being closed as multiple: Please keep in mind our main policy : Only one account allowed per person, family, household and IP address. In order to reopen the account , you must call at 1-888-426-3661 or 1-800-883-9136 and request the Financial department.
I did a security phone interview with BOL. I spoke to a manager and he asked me about the connection between me and another accounts and why did I use the same device to login with another accounts. I have no explanation for this. I have no idea!
BOL statment: "We see too many different accounts betting the same game at the same time, from the same device and we are sure that you are part of a betting syndicate "....
So, Not even the same IP! THE SAME DEVICE (Windows 7-based laptop, Chrome browser and the same Time zone!!! That’s crazy. I have no idea how explain what BOL wants me to explain.
The fact is that I am who I am, I have no relationship with any other bettor that is in Betonline, and I myself have never had dual accounts anywhere.I only use one device. My bet wasn't placed on Tibet soccer or Kenyan handball. Just bet big markets: MLB, NFL, MMA only. I'm not a big-time bettor by any means. My bets range from $10 to $850. Sometimes I bet early sometimes I bet just right before game time. So the issues of collusion are not applicable.
I only use my cell phone and laptop to do sports betting and never use public WiFi. Maybe my BOL account has been fraudulently used/hacked/compromised. I don't know.
However, BOL stated the ICPs showed that the betting was done via laptop that linked with another accounts. Which is not.
I was also asked for all sorts of ID, selfies, bills, etc which I have provided. No answer.
Yes, I have filed a complaint with SBR and we will see how that goes.Hopefully SBR will keep us updated on this case.But after one week, or 5-business days, I didn't hear anything...

Doesn't Bet Online move the lines after you max out their limit?

**TopoChicoLover** · 11-01-19, 01:33 PM

After talking to someone at BOL, she asked me some questions to verify the account and now everything is cleared up and my account is back open. She was very nice and helpful. They were just making sure that it was me that logged in while I was traveling. I'm glad they are very cautious about account security, but I wish they would keep you in the loop while they are reviewing your account and let you know why they are reviewing it. She even said she would expedite my withdrawal.

**Mychal** · 11-01-19, 02:36 PM

It was one time. I literally put three $250 tickets in on the Sitthichai Sitsongpeenong vs Christian Baya on Glory 50:Chicago on February 16, 2018, at the UIC Pavilion in Chicago, US. It was a gold mine

**Mychal** · 11-01-19, 02:41 PM

Originally posted by TopoChicoLover

A She was very nice and helpful.

lucky you. During a telephone conversation with me, the guy from the Financial department constantly called me a liar and a scammer

**Mychal** · 11-01-19, 03:57 PM

Originally posted by Optional

@OP, If they have a genuine device match using two accounts, there really is no use arguing. It is not something that can possibly happen by accident or be mistaken.

Of course. But the problem here is this team have the worst defense in the league

How many times have we heard of a Heritage or Bookmaker account being hacked or compromised? I can't even recall one. Yet we see a BOL hack at least once a month.
I'd like to see the so-called evidence. Maybe it will be a little more than that? "Windows 7-based laptop, Chrome browser and the same time zone of operating system"

**vampire assassin** · 11-02-19, 08:36 AM

From what you said, the real issue is max-betting from multiple accounts. The move the line, and let you bet again 60 seconds later. But if you hit it from 2+ accounts, they don't get a chance to move the line between each bet. If you aren't bonusing and you aren't circumventing their limits, I don't think having 2 accounts on the same device would be a big deal. But anything that circumvents limits (or a book's ability to move the line between bets) is a no-no. $850 might be a limit bet in MMA, but NFL/MLB main game markets shouldn't matter.

Still, I'd hope BOL would give you a warning shot before closing your account.

**DontTailMe** · 11-02-19, 08:38 PM

Originally posted by Optional

@OP, If they have a genuine device match using two accounts, there really is no use arguing. It is not something that can possibly happen by accident or be mistaken.

@ Topochicolover, please send a Sportsbook Complaint form and we can ask a manager to check whats going on with your account for you.

Hey Optional, can the online book access your MAC address (assuming that is what's being referred to here)? I thought it wasn't technically possible for a website to access this from within a browser, and we aren't downloading any software when we join. I'm assuming that what they're really seeing is the same IP address, and they're dumbing things down here when they tell OP "same device". Am I wrong?

**RedApples** · 11-02-19, 10:43 PM

Originally posted by Mychal

It was one time. I literally put three $250 tickets in on the Sitthichai Sitsongpeenong vs Christian Baya on Glory 50:Chicago on February 16, 2018, at the UIC Pavilion in Chicago, US. It was a gold mine

I'm confused. You said you only had one account? Now you put in 3 max bet tickets on the same event? So you had 2 other accounts?

**RedApples** · 11-02-19, 10:47 PM

Originally posted by TopoChicoLover

After talking to someone at BOL, she asked me some questions to verify the account and now everything is cleared up and my account is back open. She was very nice and helpful. They were just making sure that it was me that logged in while I was traveling. I'm glad they are very cautious about account security, but I wish they would keep you in the loop while they are reviewing your account and let you know why they are reviewing it. She even said she would expedite my withdrawal.

I would've told you this had you not already been successful. BetOnline is pretty good about this. I had a few thousand in an account earlier this year and I was using my VPN while using their site at a time. They were declining my cash outs and asked me to tell them what was going on. I merely told them that I use my VPN to check out some websites while I am also using their client, and that they could see that I am from the United States, and 99.9% of my time is using the same IP address, and that I have no gain or ability to scam them in any way by using a VPN for a few minutes and then logging off of it. They promptly understood and OK'd and I cashed out. They are very good about this security level, not only for the player itself to have added security but also for their site I'm sure. They have done me dirty on ruling a tied game as a loss for me in a poker match (they still owe me $30 that I'm not trying to fight), and its scary how bad they are when it comes to rulings on poker, but they seem very liquid now and the only site I'd play on with confidence outside of Pinny.

**Optional** · 11-03-19, 10:14 AM

Originally posted by DontTailMe

Hey Optional, can the online book access your MAC address (assuming that is what's being referred to here)? I thought it wasn't technically possible for a website to access this from within a browser, and we aren't downloading any software when we join. I'm assuming that what they're really seeing is the same IP address, and they're dumbing things down here when they tell OP "same device". Am I wrong?

Betonline would not like me to disclose too much about their security systems in public, plus I really don't know for sure what they do or don't use anyway.

But from my experience with other books they use a bunch of ways to determine devices. At an entry level they use cookies. Some create a device fingerprint based on everything that can be determined through the browser or app. Some use javascript to determine extra lower level info to add to that fingerprint. Some books have you agree to have software that can read hardware IDs like MAC address auto installed without you really being aware. Some others ask you openly to install it.

Google device fingerprinting and iesnare for more detailed info.

**DontTailMe** · 11-03-19, 02:04 PM

Originally posted by RedApples

I'm confused. You said you only had one account? Now you put in 3 max bet tickets on the same event? So you had 2 other accounts?

You know you can have 3 accounts with the BOL family, right? And that sometimes re-bets are allowed?

He didn't necessarily admit to anything nefarious here.

**DontTailMe** · 11-03-19, 02:06 PM

Originally posted by Optional

Betonline would not like me to disclose too much about their security systems in public, plus I really don't know for sure what they do or don't use anyway.

But from my experience with other books they use a bunch of ways to determine devices. At an entry level they use cookies. Some create a device fingerprint based on everything that can be determined through the browser or app. Some use javascript to determine extra lower level info to add to that fingerprint. Some books have you agree to have software that can read hardware IDs like MAC address auto installed without you really being aware. Some others ask you openly to install it.

Google device fingerprinting and iesnare for more detailed info.

Interesting. I'm not too technical, but just technical enough to be dangerous sometimes. What you say here makes sense.

**Mychal** · 11-04-19, 02:59 PM

Originally posted by RedApples

I'm confused. You said you only had one account? Now you put in 3 max bet tickets on the same event? So you had 2 other accounts?

BOL allows you to re-pop after a few minutes or after line changes.

**Mychal** · 11-04-19, 03:56 PM

Originally posted by DontTailMe

I'm assuming that what they're really seeing is the same IP address, and they're dumbing things down here when they tell OP "same device". Am I wrong?

I've been with them for 13 moths and have never any issues before. I've been with ISP (Buckeye Broadband) for about 5 years now, unfortunately, consumer accounts utilize dynamic IP address, but always like 72.240***.***

**vabbesp** · 11-05-19, 04:59 AM

Joined BOL 1 month ago. Deposited $200 (50% FB bonus). Wagered FP.... loss.nothing elseAfter 2 day, tryng enter my account, it appears "... Oops, it looks like you’re having trouble accessing your account.... "Chatted many many times: always asking me to wait 48H to receive mail.Never mail received!!!

**Optional** · 11-05-19, 05:50 AM

Originally posted by vabbesp

Joined BOL 1 month ago. Deposited $200 (50% FB bonus). Wagered FP.... loss.nothing elseAfter 2 day, tryng enter my account, it appears "... Oops, it looks like you’re having trouble accessing your account.... "Chatted many many times: always asking me to wait 48H to receive mail.Never mail received!!!

Send in a complaint form with your details and SBR can ask a manager to check what is happening for you https://www.sportsbookreview.com/sportsbook-complaint/

**vampire assassin** · 11-05-19, 07:22 AM

Originally posted by vabbesp

Joined BOL 1 month ago. Deposited $200 (50% FB bonus). Wagered FP.... loss.nothing elseAfter 2 day, tryng enter my account, it appears "... Oops, it looks like you’re having trouble accessing your account.... "Chatted many many times: always asking me to wait 48H to receive mail.Never mail received!!!

If you use multiple IPs, they have a 24-hour block. If you use a proxy and forget to turn it off, and then login without a proxy, you'll get this message.

**cornmeal** · 11-06-19, 06:43 PM

Mychal
Any update on your situation?

**Mychal** · 11-07-19, 01:15 PM

I sent a complaint two weeks and a half ago and not one response yet, only auto email to say I sent it to them.

**cornmeal** · 11-07-19, 06:07 PM

That's awful, I'm sorry brother

**vabbesp** · 11-12-19, 05:07 AM

No answer from BOL neither SBR!!!

**vabbesp** · 11-12-19, 05:31 AM

Just chatted...
I have reviewed and can see that the account was locked due violating system

Are they crazy?

**vabbesp** · 11-12-19, 05:55 AM

the account was locked due violating system

Please be advised your profile was detected as violating the rules. Please note management can close your account at anytime if they see any discrepancies on your profile.

Management can close account if they see any discrepancies on account profile. Please note that BetOnline reserves the right to suspend account at its absolute discretion. This is listed in your rules; https://www.betonline.ag/rules

it's management discretion and they can close your account as anytime

I opened account, deposited and wagered one NHL. nothing else!!!!

**cornmeal** · 11-12-19, 06:18 AM

Is SBR able to get an answer on these recent locked/ frozen account issues at BOL?

**Optional** · 11-12-19, 06:51 AM

Originally posted by cornmeal

Is SBR able to get an answer on these recent locked/ frozen account issues at BOL?

Yes, all of the people with complaints in apart from Mychal, with the multiple account using the same device, have been solved I believe.

Vabbesp has simply been refused service. AS long as they refunded his deposit, there is really nothing SBR can do for him.

**cornmeal** · 11-12-19, 10:35 AM

Thank you Optional

**vabbesp** · 11-13-19, 03:43 AM

BOLdidn't refund my deposit!!! I have $200 and since 40 days I can't enter my account!!

**Mychal** · 11-15-19, 11:29 AM

**Mychal** · 11-15-19, 11:30 AM

Any update on the complaint form?
Appreciate SBR and their efforts at resolution, but It's taking a lot longer than I expected.
Just to clarify, things I offered to help prove my story:
1. My OH ID, which matches exactly the info I gave at account signup +selfie+utility bill+screenshot with my IP.
2. I did a security phone interview with BOL . Get berated, called a liar.
Result: Account locked. I assume ALL my money has been stolen by "A+" book. No further word from BOL or SBR.