The player from Greece requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player later confirmed that the issue was resolved.
bet365 Casino GR - Player believes that their withdrawal has been delayed.
Amount: €1,300
bet365 Casino GR
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good evening
I want to report the company bet365 for avoiding payment of profits of 1300 euros.
The problem lies in the identification of the card with which I made the deposit.
The betting bet365 asks for the following information to be found on a page:
beneficiary's full name
CARD NUMBER
RECENT DATE
AT LEAST ONE TRANSACTION APPEARS
The Piraeus bank to which the card belongs and I work with cannot provide this information in the e-statement on one page but on 2 pages.
I tried to send them on one page zooming in on the e-statement, but they don't accept it because it's not clearly visible.
They insist on having it on one page clearly and not on 2 pages. They want something that the particular bank cannot contain
. I sent them as much as I could my card in photos of both sides, and a print screen of the internet banking. Even a video of Internet banking so that they have the whole.
They don't accept anything and they don't pay my earnings. I have sent dozens of e-mails before addressing you, but unfortunately due to the bank's inability to provide exactly the form that the bookmaker wants, they reject the dozens of proofs that I have sent which certify beyond any doubt that I am the rightful owner of the card.
It is quite clear that using the specific form of identification as an excuse they avoid paying my profits.
Automatic translation:
Public
Public
1 year ago
Dear diakoumivasiliki,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
1 year ago
Translation
The problem was fixed and the download went normally
Please delete the complaint
Thanks
Automatic translation:
Public
Public
1 year ago
Dear diakoumivasiliki,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
