The player from Spain had faced permanent account closure by Bet365 and sought help. The account had been blocked in 2019 and the player had been a customer since 2015. The player had communicated with the casino and was informed that the account closure had been a management decision. We concluded that we were unable to assist as casinos had the right to close an account as long as they did not withhold the player's funds. The complaint was therefore rejected.
bet365 Casino ES - Player's account is permanently blocked.
Amount: ??
bet365 Casino ES
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8.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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9 months ago
Translation
Good morning, my complaint is that Bet365 has permanently blocked me without any compelling reason. Is there a solution? Thank you for your attention. Regards
Automatic translation:
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9 months ago
Dear ferrilopez,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bet365 Casino ES.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please advise how long were you a player of the casino and when exactly was your account blocked?
Is the casino withholding any funds from you?
Have you attempted to contact the casino regarding your account closure? What response have you received?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Translation
Customer at bet 365 approx 2015
Blocked approx in 2019
If I have communicated with them and how they have always responded to me, it is the management's decision.
Thanks for everything
Automatic translation:
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9 months ago
Unfortunately, we won't be able to help.
Please understand we believe casinos can choose to close a player's account for any reason as long as they don't withhold the player's funds.
We recommend you don't attempt to create another account in the casino as, like in most online casinos, only one account is allowed per player.
Due to the reasons above, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
