bet365 Casino GR - Player's deposit has not been credited.

I deposited money into bet365 on 1/8 using my card. After accepting the OTP, I returned to the bet365 site. At that point, Google Chrome froze, and the page turned white. I refreshed the page, but the money wasn't credited to my account, even though my bank account was charged. I immediately sent a message. The next day, I called to resolve the issue. Today is 19/8, and I still haven't received my money back. Their initial response, which I have in a screenshot and email, was not to worry as the money would be returned in ten days. Of course, nothing happened, so I called again. I have sent bank statements and account movements that clearly show the deposit and the charge from my bank, all on official documents. I have also sent screenshots from ebanking showing four deposits, while bet365 only shows three. Later, they told me to contact my bank. The National Bank stated that the payment was completed and cleared properly and that the merchant should credit the money back. I have also sent the National Bank's transaction numbers. Whatever I have sent has not been accepted, and they are asking for a document that proves the transaction with the card number and IBAN, something the National Bank does not provide. Meanwhile, I have sent all this information in different documents with proof in screenshots and emails. It's not just about the 200 euros; it's the fact that they took my money and won't give it back.

Dear ahlobar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Was it your first deposit in this casino?
• Please could you forward the payment receipt and any relevant communication to dominika.l@casino.guru?

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,

Dominika

He has been a customer of bet 365 for many years now. I am sending you the proof to your email immediately

Dear ahlobar, could you please send me the complete card statement from the date of the deposit in question up to the present day? Kindly ensure that both incoming and outgoing payments are included.

Good morning. Thank you for sending them

Dear ahlobar, has the failed deposit been credited back to your card?

No, nothing has been credited

Thank you very much, ahlobar, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 ahlobar,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bet365 Casino GR representative to join this conversation and participate in resolving this complaint.

Dear Bet365 Casino GR,

Could you comment on this?

Thank you in advance for providing the information.

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.

Hello ahlobar,

I contacted the casino outside of the complaint thread so we could set up communication between us and the casino. I will extend the timer by an additional seven days.

Your patience is much appreciated.

I no longer believe that I will get the 200 euros back. They were simply lost

Hello ahlobar,

Do I understand correctly that you lost the funds in the meantime?

I'll be awaiting your reply.

Dear ahlobar,

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.

I haven't received anything yet

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Supervision and Control Committee (https://complaints.hgc.gov.gr/case/diadiktyako/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru