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

[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]

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