On one hand they've deemed you 'dodgy' but even though you're 'dodgy' CS can still tell you straight off the bat that your available balance can be paid out. On the other, only a different department (presumably the same one actually responsible for your account balance payout, right?!) can tell you about outstanding bets.
So yes, you have no guarantee about the bets but they can guarantee it which was my point. At this time, you're getting fobbed off with nonsense IMO. Do you know when financials even work? A number for them? Do you know if the decision comes 5 minutes after the result is known? This is why it's utter bobbins and completely one-sided.
A normal action for a bookmaker is to close an account and state your bets stand and will be honoured and your balance refunded. Or that, because of whatever action, you've breached their terms and X is going to happen. Here it's been closed, one decision about the balance has been been confirmed to you (isn't that balance derived in some way from bets placed by a 'dodgy' player?) but you've no decision on the outstanding bets which will have been known about when closing the account.
As I say, the issue is the outstanding bets. Closed accounts can be infuriating but it's not the issue. Let's say you put in the wrong DOB. They can close your account. Let's say you didn't. They can still close it. It's the way things are done and the integrity with which they act that matter here.
One suggestion i have, is to deal with them via email rather than telephone. Although phone calls may be recorded, the recording is only available at BWin's end. At least anything said by them in email to you cannot be disputed by them later.
I would ask them to confirm the exact reason for your account being closed, and I would put something like "If I do not hear to the contrary within the next 24 hours I will take it that you will honour all outstanding bets"
Re the date of birth, i would tell them that whilst you accept it's possible you may have typed the year incorrectly, you feel it's unlikely and dont see how that could affect your eligibility to be a customer.
Final piece of advice, is try and be polite and courteous with them both on your emails and when ringing. Nothing will piss CS staff more and make them less helpful than someone shouting / swearing etc at them - i'm not saying you have done this, but if your communications so far are anything like the tone of your above posts, you're probably not helping yourself.
"Bomber likes you!" R.I.P. Pat 1937 - 2004
Yes of course. They may close the account if they just feel like it, it is in their rights. A company can refuse a customer at their discretion.
Originally Posted by musicbox
However the way they went about it was totally unacceptable. They cannot treat me like this and block complete access to my account while I have 700 pounds sitting there and also act like they don't know what is happening to my bets and waiting for some guy in their team to look at it.
The other strange thing, the Financial department sent me an email 6 hours ago:
The copy of the government issued ID you provided has been approved.
Please do not reply to this e-mail address. If you have any further questions, please contact our customer service team via the contact page.
Your financial support team at bwin
Fax: +43 (1) 205 330 – 18000
Only by chance a few hours later I entered my details to get into the account only to find it has been suspended.
They should have sent an email to tell me , but no, they just went silent and closed the account with my bets sitting there and without knowing what will happen to those bets.
All I received from that Financial department after sending my ID was that quoted response above, which did not suggest anything unusual.
From BWin's Terms and Conditions:
quite shocking when you think about it... they can actually refuse to pay me any winnings from my bets according to this statement.
The company reserves the right to exclude users with false particulars from participating in the games offered and to refuse them the payment of any winnings. On the company’s request, the user is obliged to produce an official document showing his photo, proving his identity (a passport copy, driver's licence or identity card).
SBR were very helpful to me years ago with a dispute with bwin over an F1 race - can't remember now but loads of teams pulled out over night or something and hamilton win I think. They voided then re-instated the bets so worth contacting SBR too.
They are a bunch of F****ng liars. This is thier standard excuse, when they, for whatever reason want to close an account. They have been using it for years.
You didnt enter you birthday incorrectly at all.
I know loads of players that have had the "Incorrect information" email. You would think that they would at least vary the excuse from time to time.
Beating Bookies since March 2006
at this stage I would insist that all bets are cancelled. You just cant trust them to pay out if you win. Anything you have unmatched you can leave, anything that you have matched, you can un-match, by laying or backing. At worst you will just lose a few £s
Beating Bookies since March 2006
I can't enter my account. It's closed. They closed it since Friday.
I received an email from them confirming that my account will remain closed.
As you said, this is an excuse that "they made up". Because I'm sure I have not entered the wrong Birth date, I always double-check. And when I asked them to show me the proof, they said that "they don't need to do that".
At this point, I have received 3 emails from them today to respond back to my quite provocative emails, but all they did is laugh in my face and tell me that they will pay me the money but account will remain closed.
In the second email they said that they will honour all settled bets and pay if the bets are winners, but in the third and last email, they said "Your account balance of £438.70 is currently being transferred to your Moneybookers account."
So I'm not sure now, what is this account balance. I can't even go in my account and check. I had many bets so how can I know where this money is coming from.
They are not giving me any details, although I asked them to give me full details of remaining bets and account history for last 7 days.
They are not supplying it although I am asking it.
Bwin have palped quite a few bets and I've found SBR to be excellent in getting Bwin to pay up. If you find yourself in a deadlock with them (which is quite likely, given that its Bwin) I would suggest you contact SBR through the complaint form.
Best of luck with this mark. I have had the incorrect DOB excuse used against me on a couple of occasions. I now take a screenshot of my personal details the day of registration.