Bwin closed my account

[Manski]

I made 250 EUR deposit to Bwin instant casino about four days ago. Now I have almost cleared this 100% 40x bonus (total chip amount is about 550 EUR righ now).

But now I cannot play there any more. This appears when I start playing.

"You cannot start a game in the "Play for Real"-mode because your account has been closed. You can continue to play all games in the "Play for Fun"-mode and sell chips from your account."

Bwin did not send me any kind of information about this case.

I do not understand, I have played Slots, BlackJack and Video Poker and did not do anything wrong.

This is the first time when I have problems in internet casinos.

What can I do? What is the next step what I have to do? Please, give me some information.

[Jay]

This is pretty common act by them. They just need to confirm your identity, so if you can, upload your documents (copy of ID and some utility bill etc.) on their pages and if you cannot log in, send those by email to them and explain the situation.

For more information just use "search" option, this has been spoken several times.

[Manski]

Yes, I sent them my ID but this is not enough.

Bwin answered:

"Thank you for your e-mail and for sending in your documents.
We regret to inform you that your account has been temporarily blocked by our security department, and will not be re-opened until the department has finished its investigation. Please note, that in order for the department to finish the investigation, we also kindly request that you send a colour copy of both sides of the Credit Card used for inpayments.
When the Security department has reached a conclusion on what will happen to your account, we will contact you by email. In the meantime we regret to inform you that your account will remain blocked."

So they want a colour copy of my credit card and cannot promise that my account will be opened again.

And I must send them my credit card copy (I clean at least its security code before sending).

I am a little bit nervous. How they can close my account without real explanation?

We will see what happens in the future. Do I lose my money or not?

[barto85]

I wouldn't worry. thats just their way of saying they need the copies of your CC. the "investigation" part sounds worse than what it is.

[Jay]

I agree with Barto85. Don't worry, this is really normal.

[Jsi]

Yeah, very normal for them. I know one who had his account closed finally after that investigation for no reason but I think you should be fine. Even if they close it you won`t lose your original 250€ deposit.

[Manski]

Yes, yesterday Bwin opened my account again. And today (when I was playing BlackJack) pop-up appered and told that my bonus is ready.

And the bonus money appeared to my real account, so I should be able to make my cashout now.