Betfair closed my account (there was more than 32K EURO)

[AirSide]

My account was closed by Betfair security as a result of check without the right to a refund money(on my account was more than 32k EURO).

 

(sorry for my English I am not native speaker)

For the first time when I tried to log-in the account on August 21 I saw a message:«Access to this account is denied - this account has been closed. Please contact us if you have any questions». When I saw this message, I naturally started contacting with the live support and wrote to the email. I received a response that my account is being verified.

Next day, August 22, I turned to the Russian-speaking support by email to find out the deadlines of the verification (see photo 1)

On the same day I receive an answer (see photo 2).  They said that I must to send them a documents like passport, skrill screenshot and proof of the living-address.

and I have sent it and asked What is the reason of the closing my account and Is using VPN legal(see photo 3)

The next day I got an answer(see photo 4) : «Please accept our apologies for the inconvenience, this is a periodic check.. Using VPN and Proxy is contrary to our rules and regulations, but for players from Russia we make concessions and do not prohibit using our site in this way.»

I answered: I understand, thank you very much. I will wait for the result.

The next day - August 24, I received a response from the security service regarding verification(see photo 5). They asked to change a format of the photo from HEIC to Jpeg or pdf.

So, I sent it to JPG format.

The most interesting begin from this moment : documents were sent on August 24. Average verifying time is 72 hours : «Verifying your account: Average Time to answer is 72 hours». 

Two days has passed, I began to write in live chat…. They apologized for the delay and wrote that they are needed more time (see photo 6)

The next day, I called directly to the English-speaking support - they said that all of the documents were accepted except the utility bill and they needed more time.

Then, on August 28, I wrote again for Russian-language support and try to find out if everything is fine and when my account be unlocked (see photo 7)

I have not got a reply to this message, I waited a couple of days before August 30 and wrote to Russian-speaking live support  (see photo 8 )

She sent a request to update the data to security department. She said that they will answer me during the day on email.

So, I did not get an answer and August 31 I wrote to Russian-speaking live support again(see photo 9).

She wrote that my account is closed and I can not withdraw my money! Also they will not tell me the reason.

+letter which is confirming the closing my account (see photo 10)

On possibility to dispute this decision, money back or receiving the result of the security check I got the answer that this decision is final and I can not(see photo 11)

I wrote to the higher department of the "Escalation Management Team" they answered the same (see photo 12)

I will try to back my money from account because I didn't do anything illegal

I really need your support guys, any ideas what can be done 

[Sir Puntalot]

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