I was wasked to complete verification with bets.io, i completed the first section and heard nothing back. I had to chase them to see if my first set of verification was accepted. I was then asked to write on a lined piece of paper hello.bets.io with my ID and a selfie, i done this a few days after the request. I was on holiday at the time (which i can prove by showing tickets etc) by the time i had done that (it was about 9 days after they asked for it) i tried to submit it and my account was closed down.
They said i did not complete verification in time, but surely it should be 30 days from the last request?
I had a high balance in there, i feel like they have done this on purpose so that they did not give me much time to complete the extra request.
I emailed several times for updates but no one replied to me, the VIP manager got rid of me as he said i did not bet enough (see below evidence) i was then told to email support@bets.io which i did, but no reply for way over a week!
How can they expect me to co operate with them when they do not reply?
Hello,
Thank you for providing the additional evidence.
PlayersTime has reviewed the communications from Bets.io. The evidence confirms that Bets.io closed your account because it says the required verification was not completed within 30 days, and that it subsequently advised you that the remaining balance, including winnings, could no longer be accessed or withdrawn.
We are reviewing the contractual basis for the confiscation of the balance separately from the decision to close or restrict the account.
Before we contact Bets.io, please provide privately, if available:
the original verification request showing its date;
the later request asking for the selfie, ID and handwritten hello.bets.io note, showing its date;
evidence showing when you attempted to submit the requested verification; and
evidence showing the approximately $12,000 account balance immediately before the account was disabled.
Once we have these remaining details, PlayersTime will contact Bets.io and ask the operator to identify the specific Terms & Conditions provision relied upon to confiscate the remaining balance following the missed verification deadline.
PlayersTime Complaints Team