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Bet at home review
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Bet-at-Home are hanging on to their past glory days with an old and rundown venue in a far distant corner of Stakersland.
Much like the dried-up fountain sitting unused in the entrance grounds, their shrinking active list of 262K from 4+ million registered stakers is going exactly the same way. Germans and Austrians make up the core of the stakers here and you might also see a few other Europeans wandering the grounds from day to day. The sole attraction of Bet-at-Home is the football markets with huge numbers of stakers enjoying the thrills of the Bundesliga and European Cup fixtures, other significant markets include volleyball, beach volleyball, basketball, and ice hockey. The grounds of Bet-at-Home might be needing some attention but at least they are keeping an eye on future markets with esports being a prominent focus. Dota, League of Legends, and Counter Strike are all listed with various betting options.
Limits at Bet-at-Home are reasonable and this is something that stakers can find some value in. The maximum winnings per bet is €20,000 and while this might sound a little low for high rollers, the additional €100,000 weekly profit limit and maximum €100,000 withdrawal limit both prove to be staker friendly. Bet-at-Home is not liable for any winnings above the limits and they reserve the right to reduce all winnings that exceed the amounts. Just keep a note of this if you do place and go for those big-profit bets. To payout the maximum winning bet of €20,000, Bet-at-Home would need to be up and running and taking bets for just 30 minutes, that maximum withdrawal limit of €100,000 would only take six hours. Looking at all these numbers and limits, Bet-at-Home have ensured that the funds to process your withdrawals will be available at any given moment, despite the huge reduction in active stakers strolling around their sports betting rooms.
The Bet-at-Home profits are not what they used to be but at least their loyal stakers are still spending a reputable €40-45 per month within their sportsbook. The useful limits of €100,000 for the weekly winnings and monthly withdrawals are obviously appealing features here.
The Stakers financial team reports a €13 Million gross gaming revenue per month which adds up to around €40-45 per player per month, a notable sum which is in line with the German market averages. Annual figures are calculated at €143M with a yield of 13% and overall consolidated profits of €18 million (or €1.5 million a month). Compared to Bet3000, another betting pavilion that attracts the German market here at Stakersland, their 142,000 monthly gate ticket total and €70 million annual revenue doesn’t get close to Bet-at-Home’s numbers. Interwetten’s name often gets mentioned when talking about Bet-at-Home but again the revenues from this German-based betting house doesn’t quite match up. The €90 million annual revenue and €7-8 million monthly figures are respectable but the clear highlight of Interwetten is their €45-50 profit per player per month. They clearly know how to offer the right betting services and that in turn creates a faithful bunch of stakers.
Our Stakersland ticket sales confirm a stable set of demographics of German speaking stakers coming to the land of entertainment from Germany and Austria:
Bet-at-Home’s general rating across the social scene can be described as average at best. Trustpilot comments are generally quite negative but LCB and Askgamblers both provide some encouragement with one or two negative comments being made. There doesn’t look to be much change over the years with a constant level of feedback and ratings since the summer of 2013. The communication is up and down across the sites with no replies on Trustpilot, but some visible indications of engagement on Askgamblers and LCB.
To be fair to the Bet-at-Home social team, stakers do rate the service as fast, unique, and professional. Nevertheless, they still haven’t got a full handle on all sites with the Trustpilot site still waiting to be claimed. Unique answers tend to come via the live chat and email options and this means that Bet-at-Home’s social boards are still being treated with indifference. Stakers can still expect to suffer the dreaded generic copy-and-paste answers from time to time. Most of the major issues are based around scamming, rigged games with no chances of winning, and withdrawals being cancelled without any explanations being given. One or two stakers have also expressed their anger over accounts being blocked for no reason and the endless verification procedures continue to be a burden.
Bet-at-Home are still yet to claim their profile and continue to show no desire to respond to issues on the site. Most issues tend to be about cancelled withdrawals, winnings being removed, and rigged games. Trustpilot doesn’t shine a light on the Bet-at-Home site with the majority of the feedback being negative.
A total of 37 reviews and 20 complaints with only six of those being marked as resolved shows some positive signs, albeit with generic responses. The majority of issues center around confiscated funds although all verification documents had been provided and unexplained account closures.
A range of yellow and green ratings from 2.5 up to 5, and so again there are some positives to be found for stakers. Many casino issues are noted on the subject of the NetEnt-only games lobby. Again, account closures and endless verification procedures are the main issues but there is a small positive surge from recent ratings.
If stakers want to take their issues further up the chain of command then they do need to follow a certain path within Stakersland. All complaints can be sent straight to customer support with the option to direct messages to the managerial staff at complaint.en@Bet-at-Home.com. If you get nowhere or you’re still unsatisfied with how things are progressing then you have a choice of contacting their ADR which is eCogra or the Online Dispute Resolution platform. Unfortunately, there is no given timeframe for taking up your issues with third party companies and it will likely come down to the severity of the issue itself.
Stakers mainly receive generic templates to their complaints but at least the team are trying to be active, as are the teams behind the scene who are striving to solve the persistent issues.
The Bet-at-Home social profiles are a mixed bag really with no attention being paid to Trustpilot, while some time has been taken to resolve issues on Askgamblers and LCB. Generic answers still seem to be the usual tactic taken by the social team and the same issues for stakers keep on popping up time and time again. Account closures seem to be the main issue with little explanation given and withdrawals often get cancelled, again with no sign to the reasons why. A general sense of annoyance can be found amongst stakers but the Bet-at-Home team have never taken the time to fix and resolve these persistent issues. A glimmer of hope has been noted on Askgamblers and LCB, but there is a long way to go if they want to keep everyone happy within their grounds at Stakersland.
A strange setup at Bet-at-Home can be found as you walk through the doors with a special team dedicated to those much-loved no deposit bonuses, however, the complete lack of bonus promotions on display is a worrying sign.
“It doesn’t matter that they have no basic promotion offers, their team is always up to sharing some generous no-deposit bonuses with you.”
“In fact, they do have bonuses which are given to existing members in terms of cashback and pure incentives, they always seem to be friendly and give bonuses whenever you need it.”
“I personally don’t understand how they are planning to keep their audience without any bonus promos available. There is nothing at all, even no free bet clubs available.”
“It’s hard to say anything good about the platform without any bonus campaigns. Why should I play there if I get nothing?“
Well, it’s a strange one from Bet-at-Home. On one side there are no active promotions for new and existing members advertised, but on the other side, there is a special team on hand to dish out the no deposit bonuses. It seems that this team is quite rewarding when it comes to handing out the bonuses, so there is some consolation there for stakers. It’s not a complete bonus wipe out, though. According to comments heard across Stakersland, Trustpilot, and Askgamblers, the chance of seasonal promotions is very much possible.
The Bet-at-Home in-house sportsbook software is in close partnership with both Sportradar and Betradar.
The Stakersland team love technology and when it’s joined up with betting, well, it’s a dream come true for us. We make it our goal to scrutinise every bookmaker and ensure that they are all doing what they can to keep up with the competition. Below you can find all the betting features and tools available to you at Bet-at-Home.
A quick note on the in-house technology being used at Bet-at-Home first. We uncovered a privately-run platform developed at their offices. Further investigations brought up open positions at the company based on C# / .NET technology, and so this clearly shows that they are looking for skilled engineers, preferably with a university degree, and 3+ years of experience. The gross monthly salary they are offering is €3,500 per month and this would leave their employee with roughly €2,200 as net pay. According to our tech experts, this is definitely going to be a challenge to find experienced developers at this pay-grade. And so, in our eyes, a migration to an existing platform is most likely the sensible solution for Bet-at-Home, considering their current downward spiral.
Football is the main sport with the majority of gross gaming revenue generated from top tier leagues and tournaments such as the World Cup. Table tennis is also advertised in line with football as Bet-at-Home is the sponsor of some major tournaments. There are no country specific sports, geo-targeting, or player specific preferences on offer.
A traditional Austrian betting slip with custom wagering formats and multi-way combined selections. While there are bankers for system bets, it is highly limited when it comes to choosing system types. The 1-click feature is a highlight of the betting slip and offers stakers an easy and quick way to place bets.
Live in-play events are featured with on-field visualisation trackers and a timeline for all major leagues. Stakers are also provided with deep statistics from performance breakdown, standings, and head-to-head breakdowns. Further links to player level statistics, their rankings, and related information is also accessible. It’s a complete stats package from Sportradar.
Bet-at-Home features live in-play football events with up to 84 markets per event which is definitely a restricted cover of the full odds coming from their Betradar connection. In Tennis, they usually deliver up to 35 live markets and 16 pre-live markets. For Ice Hockey, they are likely to trade 50 live and 40 pre-match markets.
The sports betting margins at Bet-at-Home are above the market average. If we take the three main sports then football provides a pre-live margin of 6.27% with live margin at 4.75%, for tennis they range between 7.89% in pre-live and 8%, and basketball offers margins anywhere between 5.44% in pre-match and 8.8% after the start.
Bet-at-Home enjoys a close Stakersland partnership with Sportradar and Betradar. There are no restrictions here with the full package of info for true fans of sports betting data and statistics. Stakers are provided with links to the insights of event results, tournament tables, player standings, and a further option to drill down to player information.
|Sports||margins||live margins||markets||live markets|
Bet-at-Home’s overall margins are slightly above market average with many of the main sports offering slightly elevated low-range margins than their rivals. Take Betsafe for example, their football pre-live margins start at around 2.1% whereas Bet-at-Home offer a low of 4.9%. It’s quite a difference and shows that there is value to be found elsewhere at Stakersland. Walking past the doors of Bet-at-Home would likely be beneficial to your betting bankroll in the long run. The same can be said for the rest of the sports at Bet-at-Home, the margins aren’t bad as such but there is better value out there in other corners of the park.
Our Stakersland financial team are a thorough bunch of experts and that’s what makes them so effective here at our sprawling betting park. The team gathers up all official details and procedures surrounding your account and banking options. We then lay it all out in the table below. We recommend that you read through the following notes so you can get a good lay of the land before you decide to sign up to Bet-at-Home.
Payment Method Restrictions
Which payment methods are valid when claiming my bonuses?
Bet-at-Home do not offer any promo campaigns at the moment so there are no payment restrictions in relation to bonuses.
The Influence of Third Party Agencies
What checks are being made and do they use any third party agencies?
Apart from the standard KYC procedure, their terms and conditions do say that all information provided by stakers may be checked against a “variety of identity databases”. Bet-at-Home do not specify these databases, though. There is no other information available on their web site, nor are the support operatives equipped with enough details on whether credit agencies are used to perform the account checks.
Personal Data Transparency
Will they inform me about the automated checks being performed?
In relation to automated checks, Bet-at-Home representatives told us that due to the new legislation, all UK stakers are obliged to provide the verification documents before making their first deposit. Even if automated checks are in place, there is no need to warn stakers about them as they are asked for the documents anyway.
Social Media Communication
Will my financial disputes and complaints be answered on the social media profiles?
Bet-at-Home representatives do not respond to staker reviews on Trustpilot despite having low ratings. 6 out of 21 complaints on Askgamblers were positively resolved and one was rejected, although these complaints were only indirectly connected to financials such as denied withdrawals due to the need for additional checks.
Are my banking transactions with the bookmaker private?
It is not possible to hide company names from staker banking documents and statements, unfortunately, the Bet-at-Home name will appear next to all transactions.
Withdrawal Timeframe & Common Complaints
How fast are the withdrawals and what do stakers complain about the most?
Withdrawal requests should take no less than 24 hours. The remaining processing time then depends on the selected payment method, details of which can be accessed from the “Withdrawals” tab. According to the support team, withdrawal times generally do not exceed three working days. Additionally, there were no registered complaints from stakers about withdrawal delays.
Player-Friendly Withdrawal Limits
What are the minimum and maximum withdrawal limits available?
The minimum withdrawal limit for Visa/Mastercard is set to a minimum of €100 and a maximum of €5,000, or currency equivalent. Remarkably, bank transfer withdrawals are not limited to a minimum amount nor is there a maximum limit set either. Trustly, which is used for instant bank transfers, is limited to a minimum of €10 with no maximum limit. Other payment limits are defined as such (currency equivalents apply):
- Skrill - minimum €10, maximum €6,000
- Neteller - minimum €10, maximum €10,000
- PaysafeCard - minimum €10, maximum €5000
One note to mention is that several stakers have complained about the high minimum withdrawal limit on credit cards.
Withdrawal Options & Additional Costs
What are my banking options when withdrawing my funds and do they add fees?
The withdrawal options at Bet-at-Home are equal to market standards. They offer withdrawals to Visa/Mastercard with no extra fees on top. SEPA banking options and Trustly offer no commission for the first three transactions per month, but a €5 fee is applied for all transactions after that. Skrill offer two free withdrawals per month and for every additional withdrawal thereafter, a fee of up to €5 will be charged. Lastly, Neteller is free no matter how many times you request a withdrawal.
Regulatory Check Transparency
Are they clear about the Source of Funds and Source of Wealth procedures?
The drawback on Bet-at-Home’s financial details is the apparent lack of transparency surrounding their terms of verification procedures. They offer a standard set of withdrawal methods but an exceptionally high minimum limit for card withdrawals. Additional fees are applied to some withdrawal methods as well. Saying that, we found very few finance-related complaints from stakers with most of them connected to the long and unclear verification procedures. It doesn’t take a scientist to work out that a major revamp is required here, though. Getting those limits aligned for the modern times should be first on their agenda as, according to UKGC requirements, the minimum limit of 100 units is simply not legal these days.
The support team at Bet-at-Home are known to be polite, courteous, and fast in their replies. The open willingness to chat to stakers about the overall betting services and sports in general was also a breath of fresh air. We did find a slight crack in their armour though and their general technical knowledge was found to be lacking on topics like margins and ‘SoF’ checks. A reason was given though and we were told that these technical questions needed to be directed to authorised personnel higher up the chain of command. The contact channels to reach the support team include the ‘big three’ which is live chat, email, and telephone, so there are no issues there. SLA information was missing though and there was no information relating to this anywhere in the terms and conditions.
Our customer support test did show us some positive results though and we’ll share them with you below. We’ve highlighted all the pros and cons, and important points worth noting as well. Hopefully, this will give you a full overview of what you can expect to find and experience when dealing with the Bet-at-Home support team. So, without further ado, let’s jump into it:
Support Speed & Resolution
How fast do they reply to my general queries?
Connections to the live chat are almost instant after you send your initial message. An automatic greeting instantly appears which asks you for your preferred language. English is the top choice but other languages include German, Italian, and Croatia. Bet-at-Home support agents generally reply within 30 seconds to any common betting question.
Live Chat Access
Is the online live chat tool available on the site?
Live chat is available for unregistered stakers. The chat button can be found in the Contact section on the left-hand side of the main menu. It takes about three minutes for the agent to check whether there are bonuses available. The tone of the conversation was friendly; however, no bonuses were offered. It takes them only 20 minutes to answer an email request.
Support Team Competency
How quickly will the support team reply to complex queries?
It takes the Bet-at-Home support agents around 3-4 minutes to check information and respond to any complex queries.
Level of Technical Expertise
Are the support agents sufficiently trained to answer technical queries based on odds, margins, and markets?
Unfortunately, the support agents do not have any information on sports related technical queries such as markets, margins, and odds. The plus side is that one agent did take the initiative to consult someone regarding one of our odds-based requests.
Unregistered Staker Support
Will the customer service team interact with unregistered stakers and will I get a free bet?
Support agents are generally very friendly during chats. As we have found out though, they don’t currently offer any bonuses at the moment. However, there is a special department that evaluates accounts and activity and rewards stakers for their loyalty.
Professional & Friendly Service
What type of response will I get when requesting a bonus from the service team?
The Bet-at-Home support team continually expressed their apology for not offering any deposit bonuses. We found their replies to be polite without generic messages being used, bringing a human touch to the chat.
Customer Service Knowledge
Will the agents provide the correct information about payment limits when compared to the terms and conditions on the website?
For details about withdrawal and deposit limits, chat agents advised us to take a look on the deposit page and in their terms and conditions. According to the information from our chats, withdrawals should be checked and approved within 24 hours.
Willingness to Help Out
Will the support representatives help me navigate around their website?
Any issues with finding your way around the betting premises of Bet-at-Home is taken care of by the support agents. You’ll be provided with links to the sections as well as information on the site that we specifically asked for.
Does the support team have a high tolerance level for repeated bonus requests?
When it comes to the repeated question of bonuses, we found the team to remain tolerant with consistently polite answers and a professional level of patience.
Onsite Support Efficiency
How efficient is their onsite Helpdesk compared to the competition?
The Help Desk offers a drop-down list and after choosing a category, various questions will instantly appear. Questions seem to cover the majority of possible issues, and there is also a note at the end of every answer which encourages stakers to contact support for more detailed information.
Bet-at-Home are owners of a friendly and polite customer support team. Every time we contacted them, whether via live chat or email, the end result was a calm and professional conversation. It does take some operatives a little longer than usual to answer the more complex queries, but if waiting around ensures that you’ll get the answer you are looking for then that’s fine with us. The email responses are a little short and to the point, but polite, nonetheless. The additional telephone option is always welcome for those looking to hear an actual human’s voice, rather than converse through the modern digital channels of live chat and email.
Check out our FAQ section below for more information and details in case you ever want to take your queries and/or issues any further with the Bet-at-Home team:
Are you able to complain about Bet-at-Home?
In order to lodge a complaint, stakers can reach out to the managerial staff at complaint.en@Bet-at-Home.com. There are no other details in their terms and conditions about how long it will take to resolve a complaint. According to a support agent, Bet-at-Home managers try to resolve complaints as soon as possible, but ultimately it depends on the case.
Where can I complain if they refuse the withdrawal?
Stakers can contact the Bet-at-Home ADR which is eCOGRA. Alternatively, you can address and direct your complaints to the Online Dispute Resolution Platform.
How do stakers rate the Bet-at-Home customer service?
According to their social networks, stakers rate them mostly positively with some rare exceptions of negative comments and feedback.
Up or down
The aging Bet-at-Home pavilion is open most of the time with its uptime of 98.97%, and so you are unlikely to encounter any restricted access due to crumbling walls and rusty old doors. However, this does not mean you are going to pass through the entrance every time you wish, as they often experience phases of downtime in connection with new feature and game releases. These are accurately planned though and the team do inform their stakers in advance. According to Google Page Speed, the Bet-at-Home site is hitting a score of 75/100 which is above the market average and sufficient enough to forget about the dreaded long loading time issue. The Bet-at-Home development team have made a sufficient effort to optimise their content and ensure a smooth ride for stakers. The planned updates are also a nice way to keep all stakers up to date.
The Bet-at-Home frontend is powered by the Angular framework, a proprietary development of Google. The backend technology is market standard. A mix of the good old C# / ASP.Net running on MS SQL servers, with some of the NoSQL performance features according to their job postings. For content delivery, the webdev team use HTTP queries but web sockets would definitely help to speed up the access and the updates of live odds.
Physically, their servers are hosted in Malta which is one of the requirements from the MGA. However, this direct connection may indicate a potential problem with access to the site outside the island of knights, as the channel to Malta is not always a stable connection. Bet-at-Home does not use any special protection at the server access level; therefore the site is subject to DDOS attacks.
Bet-at-Home has acquired a DigiCert SHA2 Secure Server certificate with 256-bit encryption and a key size of 4096 bits. The certificate is issued for all bet at home domains and subdomains and costs about $1800 in total.
Our technical brigade of Stakersland experts can see a number of ideas that the Bet-at-Home team had in mind, but somehow failed to implement for reasons unknown. Technologically speaking, Bet-at-Home had made an excellent job in the past but the time of change calls for more action right now. Hypothetically speaking, it seems that shareholders don’t seem to be prepared to spend their large fortunes on useless development, as they see it in their eyes.
countries where Bet at home is licensed
What documents do Bet-at-Home require for account verification?
The list of documents provided in the Bet-at-Home terms and conditions is as follows: Passport, British driving licence (including British provisional driving licence), ID card, birth certificate, a proof of address in the form of utility bills (electricity, gas, water bills), bank statements or tax returns. It is clearly stated that stakers must verify their accounts before proceeding with their first deposit. Identity verification can also be done via the Jumio Corporation service as they are Bet-at-Home’s partners. However, take note that only a UK driving licence is eligible for verifying your identity this way.
How long does it take them to settle the bets and payout?
Bet-at-Home uses a privately developed sportsbook that benefits from both Sportradar and Betradar data feeds. Giving stakers a full set of fixture lists, live scores, odds, and bet settlement data. Instant bet settlement can be expected on major leagues and sports and especially bets on any major live in-play events. Smaller leagues might take up to 24 hours as the results often come in late or even next day depending on the fixture and event.
How to request a withdrawal and how long does it take?
Bet-at-Home reserves the right to only accept those withdrawal requests that are made via the same method as the original deposit transaction. You will only be allowed to withdraw funds after completing the account verification process. Until then, access to some of the account functions including deposits/withdrawals will be restricted. The withdrawal process may take up to three working days in total. Stakers shouldn’t expect any instant withdrawals either as they all come with varying limits and restrictions.
Are multiple accounts allowed?
According to the Bet-at-Home terms and conditions, stakers are only allowed to open one account. In case the fraud team suspect that someone created multiple accounts for the purpose of avoiding stake, deposit, or winning limits for example, they hold the right to suspend your account or shut down such accounts immediately and forfeit all winnings as well. Should you ever consider taking advantage of these terms and conditions then we strongly advise you to avoid doing so, the team are on top of things and will quickly spot any unusual multiple account opening actions.
Is it safe to open an account with Bet-at-Home?
Bet-at-Home has considerably low Trustpilot ratings and these are caused by multiple complaints. Most of these are related to casino (RTP settings) and account verification. We also found complaints about accounts being closed for unclear reasons, as well as issues surrounding outstanding balances not being paid out. We suggest walking with caution if you do decide to sign up for an account with Bet-at-Home.
VPN usage - legal or not?
The onsite terms and conditions strictly warn against using VPN and/or anonymizers: “Under no circumstances is the customer permitted to use anonymization services like proxy servers, VPNs or similar to circumvent the blockade of countries set by Bet-at-Home”. Moreover, if Bet-at-Home catches any stakers even trying to use any of the above, they do reserve the right to suspend or even instantly close down accounts and hold back any potential winnings. However, as it stands, technically it is possible to access their website with VPN turned on.