[razvanz]

Hello,

My name is Razvan,
I have accounts on many books: Bet365, Gamebookers, Expekt, Interwetten... Never had problems with them.

On 9th Aug, I registered my account at Sportingbet.com. I made my deposit of €300 91324972 09 Aug 08 08:53 Send Money to moneybookerseur@sportingbet.com -300.00 processed 1065.96 ID 96043392127
I lost my bets and I deposited another €500 a week later
92146716 14 Aug 08 13:28 Send Money to moneybookerseur@sportingbet.com -500.00 processed 165.96 ID 96043729736

So all good. I played. Won some bets at Olympics, mostly handball, managed to get my balance to €2350

I requested a withdrawal of €350.
A couple of hours later I receive an e-mail from Sportingbet, requesting some ID scans:

Dear Sir,
Sportingbet is committed to ensuring safety and security for all members. As part of an ongoing 'Know Your Customer' initiative we are required to request documentation from you.
A copy of an Identification Document (Drivers License or Passport)
A copy of bill showing your name and home address
A copy of all credit/debit cards registered on your account (back and front), duly signed
Faxes should be sent to +44 207 117 1516 and include your Customer Account Number - ensuring that copies are clear and easily read.
Documents may be sent as an email attachment - please ensure that your Customer Account Number is included in the subject heading.
All documentation is treated as private and confidential, full security is applied.
We apologise for any inconvenience this may cause, our commitment is to quality customer service - accordingly we are required to ensure security for all our customers.
Kind Regards,
Radek
Accounts Management
SportingBet

I sent them right away. I needed on other bookmakers and moneybookers. And everything was ok with any company.
problems only with Sportingbet.

But my account is suspended also!
Now since their requested documents, I receive the following message everytime I try to login:

Sorry, we are experiencing temporary technical problems logging you in. Please contact a member of our customer services team.

So I sent them the documents and even more: ID, Utility bill, Bank Statement, Moneybookers address verification mail.
I haven't registered any card on their site, I deposited by Moneybookers.
I haven't received any Sign up Bonus!

Now I don't receive any answers!
I find abusive their action to suspend my account after my withdrawal request.
And their lack of support it scares me now as I have a lot of money in my Sportingbet account.

What can I do?
Hope this will help people think twice when register here.

Best Regards.
Razvan

[bigboydan]

First off, Welcome to the SBR forum

A typical Euro book type move. Anyway, if you need some assistance with this matter, please feel free to fill out a complaint form and one of us will inquire on your behalf.

[razvanz]

Hello bigboydan.
Maybe you can contact someone superior. So yes, I'm in need of assistance.

[Teddy_KGB]

Their reaction is understandable... you won, and now they are sad.

By the way, did you try to speak with them with the chat?

[APK]

Originally Posted by Teddy_KGB

Their reaction is understandable... you won, and now they are sad.

By the way, did you try to speak with them with the chat?

Good tip, they're rubbish with answering emails.

[HeeeHAWWWW]

Phone em, I've always got straight through.

[razvanz]

Originally Posted by Teddy_KGB

Their reaction is understandable... you won, and now they are sad.

By the way, did you try to speak with them with the chat?

Yes, your explanation is quite right here it seems, since I did nothing wrong.

I asked by mail how long it usually takes to be verified and I received the response within 24-48hours:

Dear Razvan,
Thank you for your email.
Once when we receive all requested documents our accounts department is finishing with th everification process within 24-48h.
Should you have any furhter queries please don't hesitate to contact us again.
Kind Regards,
Dominik
Customer Care Team

On chat they said I need to wait "some time".

Dominik: Hello. How may I assist you?
Razvan Zaharia: Hello Sir, I submitted my documents more than 48 hours ago and my account is still not verified
Dominik: How did you send us your documents?
Razvan Zaharia: by e-mail
Razvan Zaharia: I received the response that you have forwarded it to accounts department
Razvan Zaharia: But after 48hours there are still no changes
Razvan Zaharia: Admin@sportingbet.com to me show details Aug 28 (2 days ago) Reply Dear Razvan, Thank you for your email, We have forwarded your documents on to the relevant department and as soon as the issue has been resolved we will email you with updates. Thank you for your time and patience in this matter, Kind Regards, Dominik Customer Care Team
Dominik: It does take some time for them to verify details
Dominik: During the weekend not all departmetns are open and this can cause dalay
Dominik: by monday you shouled get updates from us.
Razvan Zaharia: I see
Dominik: Also your documents needs to be verified with the relevant orgranisations
Razvan Zaharia: Yes, of course
Dominik: and they dont' work 24/7 so it really can take longer than that
Razvan Zaharia: Yes
Razvan Zaharia: So by Monday it is
Razvan Zaharia: Thank you for your assistance

So I will wait till Monday though it has been more than 48 business hours since I submitted my documents.

[petru]

surely they'll say some data doesn't match and your account will be closed for good

[razvanz]

Well after 5 days I haven't made any progress.

Sportingbet is trying to give me the boot without paying my money:

First they said they received my documents
Then they answered I need to wait 24-48 hours.
After waiting for a week, now they say I haven't send anything


Livechat is useless. They only ask your if I really sent documents.