The player from Italy had his account closed without reason and was unable to withdraw his 650 euros despite providing his identity card. The casino deemed the document invalid for withdrawal purposes, leaving him frustrated and seeking resolution. After reviewing the case, it was concluded that the Complaints Team could not evaluate the issue properly due to insufficient insight into the casino's investigation results. Consequently, the complaint was rejected, and the player was encouraged to reach out for assistance with future issues.
bet365 Casino IT - Player’s account has been closed.
Amount: €650
bet365 Casino IT
Safety Index:HighSafety Index
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8.9
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Closed
Our verdict
Other
REJECTED
Case summary
4 days ago
Public
Public
6 days ago
Translation
I created an account and the next day they closed it for no reason. I provided my identity card front and back and they tell me it is not valid for withdrawal purposes. I have 650 euros in the account and they do not want to know about giving it back to me. I can provide any proof such as monthly payments for electricity, gas, etc., excluding the driving license that I did not renew following an accident, and the passport that I never had. All of this is surreal
Automatic translation:
Public
Public
5 days ago
Dear pietrostefanoallocca,
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.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you provide any other documents to verify your identity and have they all been approved?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
Public
Public
5 days ago
Translation
Greetings
I only made sports bets with real balance
I only sent my identity card as a document (I used the same one for other sites and never had any problems)
all with real balance, never had or used bonus funds
Thank you
Automatic translation:
Public
Public
4 days ago
Thank you for your reply, pietrostefanoallocca. Please understand that if you only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
