bet365 Casino ES - Player's withdrawal and account access blocked due to prolonged verification procedures.

11 months ago I made a deposit of 1000 euros. but didn't play. After a while I needed money and I decided to withdraw it. after which they rejected my withdrawal and asked for documents. I sent them to them and then they asked for new documents. This went on for half a year after which they asked for a selfie with a passport. I sent them this selfie 3 times and they always rejected it. a month ago I sent them a new selfie and they have been checking it for 1 month! I'm tired of enduring this. they are just making fun of me. I can't even log into my account!

Dear prenticebqmr,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bet365 Casino ES.

Leaving money in an online casino without any gambling activity for a prolonged time and then withdrawing funds will cause casinos to be suspicious of you.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you received any explanation as to why your documents were rejected?
• 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

They checked each of my documents for 1 month. cards, card statements, ID, passport. after which they asked for a selfie which they rejected 3 times! They rejected it because allegedly my document was located below my face. Right now I sent it to them as they asked and they have been ignoring me for a month! I'm tired! They've been terrorizing me for almost a year now! Help!

Please share your recent correspondence with the casino. It will help us assess the situation and decide on the best course of action. I apologize for the inconvenience.

My email is tomas@casino.guru

They've been saying the same thing for over a month now, that my selfie is being checked

I am sorry, but I must insist that any correspondence between you and the casino be submitted to us. Without it, we'll reject your complaint due to insufficient evidence. Thanks for your understanding.

Dear prenticebqmr,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

and so they have been tormenting me for a year now! HELP!!!!!!!!

Thank you very much, prenticebqmr, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, prenticebqmr,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Bet365 Casino ES team,

Could you please explain the player's situation in more detail? What steps should the player take to complete the KYC/verification and withdraw his unused deposit?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear prenticebqmr,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Dirección General de Ordenación del Juego - DGOJ) and submit a complaint directly to the regulator. You can find more information about their complaint process HERE, and general information about complaint processes HERE.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru