Bet365 Casino IT - Player's account has been suspended after deposit.

After almost two years of inactivity, I decided to start using my bet365 account again just before the championships. So, I proceeded with a bank transfer deposit of 1000 euros as the amount I wanted to deposit was high, and I did not want to use a credit card. I waited for 4 days, and on the fifth day, I attempted to log into my bet365 account to see if the money had arrived and to start playing, but it would not let me log in, saying the password was incorrect. This seemed odd as I had my details saved in Google's cloud. Nevertheless, I attempted to change my password and an error code ll01 appeared, asking me to contact support. So, it turned out the password was not incorrect. Thus, I contacted the support and they responded vaguely stating that my account needed to be verified and the money had not arrived, despite the account being functional and active until the previous day as per my checks. I was extremely frustrated and sent several angry emails only to receive generic copy-paste responses. But where did my 1000 euro transfer go? And why does the casino keep pretending that the suspension of my gambling account has no connection to my transferring the money? It's rather suspicious that my account was suspended just a few days after I transferred the money after two years of inactivity, even though the account was working fine at that time and had been verified. Moreover, they did not even send me an email to explain anything.

I hope you can help me recover my money or at least reactivate my suspended account for this unknown reason.

Dear nlocantore28121991,

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

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

When the casino support informed you the account need to be verified, did they specify if they need you to submit any particular documents?

Have you previously completed account verification in the casino?

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

no document required suspension completely without motivation and we casually remember after having reclaimed 1000 euros which they also say that they did not arrive

my account is verified

I provided the casino with the wire transfer receipt I made to them a week ago

the hold was activated on my account the moment they received the money

Dear nlocantore28121991,

Could you please send me the responses you received from the casino regarding the issue? My email is tomas@casino.guru

Hi I have sent you 3 emails let me know if it's ok, I can also go back to the chat and ask for further explanations and take screenshots

Thank you very much, nlocantore28121991, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you nlocantore28121991 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bet365 Casino IT for their help in resolving this complaint. We would like to know what happened to the deposit and what can we do help resolve this issue.

Thank you!

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.

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 Italian Gaming Authority (adm.helpdesk@adm.gov.it) 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter