In December 2022, I was using my Interwetten account regularly without problems. At some point in the middle of December, I was asked to verify my account in order to continue using Interwetten sportsbook.

At that point, I have uploaded both sides of my driver's licence, and also my bank statement as a proof of my address. For some reason, my bank statement was rejected as a proof of address, so I have sent a regular utility bill instead.

After that point, every time I login onto my Interwetten account, it says that my account has been locked and that I should contact their service team.

I have sent e-mails to [email protected] which went unanswered.

I have tried to use their chat on website multiple times, where the last time I have received an answer was on January 21st, when I was told that the request was forwarded to the relevant department.

I have even tried several times to contact them by phone, where I was told by their agents that the verification department was still reviewing my case, and that there is not another way of contacting that team other than mail to which they do not reply.

I understand that verification process cannot be completed instantly, but at this point I feel it is getting ridiculous with the timeframe of 3 months, and worst of all is I do not get feedback at all from them.

If there is something additional that they require from me, I would be happy to assist them in any way I can, but from my point of view they are not doing anything, and have frozen my funds without any basis.

If there is anyway you can help me with this problem, I would be much obliged.

Kind regards

Dear arturas195,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have not received any confirmation regarding successful verification?

Also, do I understand correctly that €4,861 (dispute value) is being held in your account? Have you accumulated your winnings with or without an active bonus?

Could you please clarify which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

On my Interwetten account, when I go under the "verification" tab , it says that my account is verified. I am attaching the screenshot of the verification tab.

Although, it says that my account is verified, when I go to withdraw my funds, it says that my account is locked.

Yes, the aforementioned amount is currently sitting on my Interwetten account, and as far as I know, I haven't been using any bonus offers in reaching said amount. I am attaching bonus tab, which is completely empty. I have been using exclusively their sportsbook in reaching said amount.

I hope this helps, and if you have any further questions, feel free to reach out.

Thank you very much, arturas195, for your cooperation. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi arturas195,

I've just reviewed your case and fully understand your concerns about the block of your account. I will contact the casino and we'll see what can be done to help you when it replies.

Dear Interwetten Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Have you received all the necessary documents for the verification from the player? Are there any reasons to keep the player's account locked for more than 3 months?

Please, feel free to send any evidence to my email at [email protected].

Looking forward to hearing from you.

Best wishes,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear arturas195, I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. You may also file a dispute through the Online Dispute Resolution (‘ODR’) platform http://ec.europa.eu/consumers/odr/. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia