BetOnline takeover Jan 14: locked out, withdrawals made, Security won’t respond -> RESOLVED

[jordjones]

Hi BMR team / Player Advocacy,

I’m posting here because I haven’t been able to get a meaningful response through standard customer service channels, and I’m hoping for guidance and/or assistance escalating this properly.

I’m a long-time BetOnline customer (since 2017; VIP; mostly NCAA football sides/totals; no bonuses taken). Based on what BetOnline phone support told me, my account appears to have been taken over on Jan 14, 2026: the registered email and password were changed and withdrawal(s) removed virtually all funds (six figures USD). I’m not posting personal identifiers publicly, but I can verify ownership privately immediately.

What happened (per BetOnline support)

After failing to log in online multiple times, on Jan 17, 2026 I spoke with two BetOnline customer service reps by phone. Both stated that on Jan 14:

• the registered email was changed (not by me)
• the password was changed (not by me)
• withdrawal(s) were processed that same day

I received no notification to my original email and no phone/SMS alerts for any email change, password change, or withdrawal approvals.

Timeline

• Jan 17, 2026: Couldn’t log in; spoke with two reps and sent my initial email report; told it would be escalated to Security/Financial Services.
• Jan 21, 2026: Sent a detailed written report to Security/Financial Services requesting a ticket/case number, account lock, full audit trail, withdrawal details (destination + TXIDs), and preservation of logs.
• Jan 26, 2026: Called again for an update. General customer service told me the fraud investigation has been closed and they would provide no more details on the account.
• As of today: No formal written response from Security/Financial Services, no phone calls from them, and I have not regained access to the account.

My checks

Since Jan 17 I’ve reviewed my sportsbook accounts, plus banking/financial/crypto/email accounts and device security (computer + phone). I’m not seeing suspicious activity elsewhere, and at the moment this seems isolated to my BetOnline account.

What I’m requesting / hoping BMR can advise on

If BMR Player Advocacy can help with escalation, I’m trying to obtain the minimum information necessary to preserve evidence and pursue the appropriate next steps:

1. Withdrawal details: method/channel, amounts, timestamps, destination address(es), and TXID(s) if crypto
2. Account-change audit trail around Jan 14: whether the email/password change was self-service or staff-assisted, and any IP/device details if available
3. Any case/ticket reference and what was reviewed before the matter was “closed”

I’m ready to provide verification promptly. If there’s a preferred format (complaint form, PM to a moderator, etc.), please point me to it and I’ll send everything immediately.

Also, if other users have experienced similar issues with BetOnline recently (email/password changes + withdrawals, no alerts, then told it’s “closed”), I’d appreciate any details on what escalation path actually worked.

 

[Miz]

Man that is terrible. Did you call VIP support? rather than the regular CS . They are far more capable at solving problems. This is a terrible story. You may also get on twitter and alert Dave Mason. This is the last thing he wants to happen to a high volume player. Keep us posted on how this goes.

 

[jordjones]

Man that is terrible. Did you call VIP support? rather than the regular CS . They are far more capable at solving problems. This is a terrible story. You may also get on twitter and alert Dave Mason. This is the last thing he wants to happen to a high volume player. Keep us posted on how this goes.

I have called both standard support and VIP support. Both provided some extra details over the phone (enough to piece together the January 14th activity). While both originally insisted that I should expect a phone call and/or email from senior staff, this correspondence never came - I have nothing in writing from BOL of even acknowledging the issue. Earlier today, VIP Support told me that they would no longer share account details over the phone - not even case number(s).

I will go to Twitter soon, and definitely give Dave Mason a heads up before going to social media publicly - until now, I've had great experiences across the board with BetOnline for many years. Perhaps most unnerving is that my overtures via detailed email (sourced with exhibits), and multiple phone calls, have not yielded any response to me. The whole situation is bizarre; like I am dealing with a company completely foreign to me.

I will be sure to update the thread with any updates.

 

[Miz]

wow, yeah that doesn't seem like them at all to ignore you. It is possible that they are dealing with multiple cases like yours and are overwhelmed. So maybe continuing to be patient (I can imagine is very difficult, given the amount) is the right play.

So the first step was that someone changed the email address on your account. I haven't had to do this in a long time, but I think I did it via phone call last time and they asked a lot of personal verification questions. What is the procedure to change account info like that these days? Do they have a record of the phone number used to call them to execute that part ?

 

[Dewey R.N.]

Since no other sportsbook accounts were also compromised. Strictly isolated to Bol. there is your clue. Inside job. maybe a former employee, former vip schmuck host, maybe someone who still works there.

 

[Ace7550]

First of all, I'm sorry bro. I would be sick to my stomach. Just a terrible situation.
The part of the ordeal that baffles me is that BOL allowed huge withdrawals to take place on the same day that your email and password were changed. How is that not a major red flag? Guy changes email and password and then withdraws 6 digits and you don't bat an eye?
Something very wrong here. BOL needs to compensate in some way. They are a huge book.
I'll be watching this one closely.

 

[Miz]

certainly possible. didn't want to jump to that. Twitter is your next move. Message Dave Mason, then if necessary go public.

 

[BMR Genie]

Sportsbook Complaint (Dispute Resolution & Payout Help)

Winnings confiscated or withdrawals delayed? File a sportsbook complaint with BMR. Step-by-step dispute help, evidence checklist, and typical resolution timelines.

www.bookmakersreview.com

 

[b3winsto]

Yeah this sounds like an inside job. Gross. Get vocal. This cannot stand.

 

[Miz]

do you also have a sportsbetting.ag or lowvig.ag account? If it wasn't also emptied, then that would be even more odd. They all share support staff

 

[jyumni]

You said the password was changed on jan 14th.
You tried to log in on jan 17th and thats when you noticed its taken.
So you didn't log in for at least more than 3,4 days.
Wow with six figures in "illegal" offshore account I would log in every day.
I mean you must be loaded or something.
Hope this get resolved brother.

 

[baus]

I recommend contacting Dave Mason on Twitter. He’s higher on the chain of command there than any VIP CS reps.

BAUS

 

[Dewey R.N.]

Bol sends an alert when an account is logged into from a new device. unless it was a disgruntled ex lady who knew about jord’s bol account and could access his email? Then it was an inside job.

Someone at Bol who could disable jord from receiving a new device alert, which would have been used to do the btc payouts.

 

[b3winsto]

You said the password was changed on jan 14th.
You tried to log in on jan 17th and thats when you noticed its taken.
So you didn't log in for at least more than 3,4 days.
Wow with six figures in "illegal" offshore account I would log in every day.
I mean you must be loaded or something.
Hope this get resolved brother.

Does it matter if he l30 ogged in the day after, 3 days after,

 

[b3winsto]

I mean of course this is an inside job. Imagine some random figuring out an account to hijack and it just so happens its account that just so happens to be absolutely stacked.

 

[Miz]

anyone who knows he has a balance and could access his email could pull it off. but I agree... very high likelihood it is an insider. If it is, then they will be able to catch the person if they are motivated to do so. This situation not getting resolved would be horrible for their brand

 

[mrmcnasty]

Since no other sportsbook accounts were also compromised. Strictly isolated to Bol. there is your clue. Inside job. maybe a former employee, former vip schmuck host, maybe someone who still works there.

My exact thoughts ^^

 

[jyumni]

Does it matter if he l30 ogged in the day after, 3 days after,

No Im not trying to say he could have avoided it or its his fault.

It clearly looks like inside job.

Im just saying, if it was me with 6figure $$$ in some offshore website that is "illegal" I would be

logging in at least once a day and the fact that he didn't for 3 days was shocking to me.

Hack I log in to my bank mobile app everyday if its still there and its not even 6 figure

 

[b3winsto]

No Im not trying to say he could have avoided it or its his fault.

It clearly looks like inside job.

Im just saying, if it was me with 6figure $$$ in some offshore website that is "illegal" I would be

logging in at least once a day and the fact that he didn't for 3 days was shocking to me.

Hack I log in to my bank mobile app everyday if its still there and its not even 6 figure

Haha that post you replied to wasn't intended to be posted. Thought I deleted it but must've hit reply by accident. That's why it appears to be in another language

 

[Ace7550]

Nothing from this guy for 4 days. Gonna write this one off if nothing else comes of it.