Bet365 Casino Ontario - Player’s account was closed.

My account was closed in April when. I spoke.with bet 365 I asked why they did it them selfs.

There response has been different everytime frost response was that new licenseing was provided to them by Ontario back in April 2022 and they need to ask.for.all.my.information again so no one could explain why it took them.a year later to ask.me.for my personal information. So when they said that I said I lost a lot of money between Feb 2022 to December 2022 so I told them were was this fit.to.play option before this fit to play option came after the fact of loseing my.money. so I put in complaint against employee supervisor because everyone was giveing me.the run around. They went on to say no now.your account was closed because of.fraud issue but it took 5 different people and a month in hafe to get that answer there service is very poor and unprofessional and supervisor and advisor can't get me.a strait answer I been asking for there hand office and a manger to.call.me.but they keep.sending me.the same.emails. I asked for my loss statements one person say we can't provide you with just your losses then anthor supervisor says no we can't access it because of rescurtions on your account so I said of let me talk to responable gambling so I did and they said if your not welling to.use the site again they should be able.to.provide the information your asking.for.with geting the restrictions. Off the account so I get sent back.to anthor supervisor that just couldn't understand what I was told.and again I get the same.run around I've asked multiple.times.for.this.i ether get sent the wrong information which I did I a few times.or.i get anthor answer. 

Bet 365 isn't being honest or.following there policy I feel it should be looked.into also that fit to.play option dosent stop.anyone from.useing there site that's not fit to.play. I'm.trying.to.see.the real.loses before.this.was.put.into.place. I showed them.the proof that they can get me.just what I lost in that time.frame.because the site givee a.little.bit.of.acess.to.see that but they still.cliam.they can't send me.what I'm.looking for I have emails.showing this also tell.me.they can't give times to.call.people.back.they just call back whenever they won't and then try not to even help.you Bec of this reason I feel when ontario.new linceing was supposed to be updated with bet365 that they failed to.do.so.

There staff is un helpful so.i need a third.party.help.at this time.bet365 is not.following the.rules.ontaro.gave them because why you asking for.my information a year later after Ontario made updates to there policy for bet365 there's not.follow.the rules which costed me about 30k.more. and I'm.not.geting a real answer I've gotten a bunch of different answers for the same question no one is being honest so.im.sure they didn't follow.any of.ontarios rules 

Dear Nick191,

Thank you very much for submitting your complaint. I’m sorry about your problem. Please allow me to ask you a few questions to make sure I understand the situation properly.

When did you register at the casino? Could you please confirm if you have ever passed the KYC verification? Have you made any successful withdrawals? Has the casino explained to you in more detail why your account was blocked? Did you have any balance in your account when it was blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

So Veronica since you can't answer back with the right information I be puting in a complaint against you say my account was closed because of fraud issue but I bet you can't elaborate on that. You just said for fraud because you guys got a request from.some.were that's why YOU THIBK.OTS FRAUD AND IT TOOK YOUR COMPANY 2 MONTHS TO GIVE ME THAT ANSWER BEFORE YOU GUYS ARE SO INCOMPETENT ITS NIT EVEN FUNNY ILL LET YOUR MANGER KNOW ON THE PHONE WITH THEM NOW.I THINK YOU SHOULD BE RE TRAIND YOU CLEARY DONT KNOW WHATS GOING ON BET365 CAN NOT BE TRUSTED AND IF THERE'S OVER A POTENTIAL FRAUD BET365 SHOULD ALWAYS BE CONTACTING THEIR CUSTOMER SAYING.SOMETHING BIT CLOSEING THERE ACOUNT AND WAIT UNTIL I WANNA SIGIN IN WHATS WRONG WITH YOU GUYS THATS WHY BET365 CANT BE TRUSTED YOU JUST PROVED HERE GOOD.LUCK.TALKING TO YOUR SUPERVISOR

Why don't you also tell everyone that you guys pull credit reports under a different name. That's the biggest red flag

Learn how.to.deal.with a sisuation before speaking I've run this up before all you advisors and all your supervisors or out to lunch on professional and have no clue what it's doing. This is why don't talk to you guys anymore. I'm not going to respond to you. Get me a manager. Let this be known to the public

I apologize for any misunderstanding that I may have caused. I'm not a representative of Bet365 Casino. We at Casino Guru offer independent mediation services between the players and casinos and I'm trying to help you solve your case. You wrote in your first message that the support closed your account due to a "fraud issue". I'm not accusing you of anything. It would help me greatly if you sent any relevant communication between you and the casino to veronika.l@casino.guru. Thank you.

Lady, you're way too new for this cuz you're asking me questions you already should know and obviously I'm very verified the what's wrong with you. You don't know what you're doing. Do me a favor. Put in a complaint against yourself. Get off this site because you don't know how to reply to people. You don't know the issue at hand. You said to me a bunch of stuff that doesn't even mean anything. Do yourself a favor go get your manager to call me and go put in a complaint against yourself because you're useless. Just wasting more of my time. A typical bet365 thing if this goes public anybody dealing with bet365 stay away. This is the stuff you deal with incompetent people and on top of that they check your credit report. Like I said before under a different name who's pulling the fraud issues now

Go get your manager. Not even your incompetent supervisor. Your manager

As I mentioned before, we are not associated with Bet365 Casino in any way. Casino Guru Complaint Resolution Center is an independent body providing mediation services between players who are experiencing issues with gambling establishments and the gambling establishments themselves. For now, YOU are my only source of information regarding your case. So it would truly help if you cooperated and explained your problem in a clear and concise way. I apologize but if you don't cooperate, we will be forced to reject your complaint. I would also like to ask you to be polite and respectful.

So state that next time everybody on the site needs to see this right now. Look what you just did. I hope publicly people can see this emails back and forth. If you don't work for bed 365 and if I'm in the wrong place how do you come across saying it's cuz of fraud and not explain yourself. You're not even from bet365 and you almost made it seem like I'm trying to scam you guys in a way which is impossible. I have a big issue with what you did just now. You better go get me, your manager and your manager to contact my email ASAP

You should have mentioned that right from the beginning, but all you said in the beginning is your account was closed because of fraud. What does that lead the other person to think that you got your information? Your information source from somewhere just to make those accusations you're supervisor. Please and thank you

So I can continue this complaint

Please forward all the relevant communication between you and the casino to veronika.l@casino.guru, so that I can review it and continue solving your case. As soon as you provide me with all the necessary information, I will transfer your complaint to one of our experts and we'll get in touch with the casino. Thank you.

Dear Nick191,

Thank you for sharing the email correspondence between you and the Bet365 administration. I have thoroughly reviewed all the emails and understood that you've been requesting a comprehensive record of your winnings and losses spanning from February to August 2022. However, upon examining the PDF statements you provided, it is evident that you have yet to receive the desired information.

I completely empathize with your frustration. However, it is important to note that casinos are not obligated to store records that are older than a year, and they are not required to provide players with a detailed account of their wins and losses. Unfortunately, we at Casino Guru do not possess the authority to request such specific data from gambling establishments, and we do not possess the legal authority to compel them to alter their policy in regard to storing and providing such information to users. In these instances, we advise the players to reach out to the licensing authority directly for further assistance. I'm sorry we can not be of more help on this occasion. Please let me know if there's anything else I can help you with.

Okay I understand thank you for the information

Please let me know if you plan to contact iGaming Ontario with your issue. Thank you.

Yes I have contacted Igameing with these issues and have bet365 investigative if they were falling the law or not Igameing is also wondering why they do a cridet check under a different name also I wouldn't suggest anyone USEING bet365 at all there clowns I'm.trying to get a lawyers has we'll

Thank you for providing the update. If you receive any further information regarding your case from the licensing authority, please notify me via email at veronika.l@casino.guru. As previously mentioned, we lack the authority to enforce the retention of records beyond six months by the casinos. Therefore, we must close the complaint as rejected. We appreciate your understanding, and we apologize for any limitations in our assistance. Should you encounter any problems with this or any other casino in the future, please don't hesitate to reach out to us.

Kind regards

Veronika

Dear Anonymized353,
We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.
Thank you in advance for taking the time to reply.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.