Bet365 Casino Ontario - The player's unable to play in the casino.

my bet365 was working fine until December of 2022 I have this issue where I am just stuck in a loading screen when I open the app or sometimes I am able to get through and place 1 bet but as soon as I make that 1 bet my account freezes, I have tried about 8 different devices and the same issues. For the past 7 months the tech team advises me to send in the same screen recording about 9 times I have sent them a different recording of the same issue Everytime they review the email they tell me to send in a different recording of the same issue, I have listened to all the troubleshoots they ask and at this point it’s the same steps they ask me to repeat they won’t put me through to a supervisor and ultimately just refer me to the same steps for the past 7 months. They told me they are going to block my account even tho I can’t even use it for reaching out so much when I am just trying to solve the issue. The only option I can think of is contacting you guys

Hello josh720,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bet365 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Do you have any real money balance on your casino account at the moment? Can you please advise why don't you simply move to a different casino if this one is not working correctly for you? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

ya my account is verified and it got verified just over a year ago and I do got some money on it but I'm not sure how much because I cant login and the last time they talked to me was 2 days ago and they told me to send in the same screen recording of the problem i sent them a few times. I do use other casinos but the reason i like bet365 is because of the parlay bonus and i really don't understand how my friend can login into his account on my phone but when i do it freezes.

Hello josh720,

Can you please advise since when is your account disabled? Did you receive any kind of note from them since then?

I would like to warn you to never let anybody else to use your device to login his own account as the casino may consider it as multi-accounting and might block both account and confiscate all the balance on them.

its been since late January and my friend logged in on my computer but that was still months after i had the problem so it wouldn't have anything to do with that

Hello josh720,

Would it be possible to forward any relevant proof or conversation with the casino you have regarding this case to nikolas.b@casino.guru?

Dear josh720,

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 have sent a email

Hello josh720,

Can you please clarify why did you refuse to cooperate with the live chat and refused to forward the information requested by the TechTeam?

i did forward the info and they kept on telling my to forward the same info again and when i would tell them i sent it they would tell me to send it again

i sent them the the grey loading screen over 6 times and they still ask to see that for some reason

Hello josh720,

The transcript you forwarded clearly shows that you've refused to talk with the TechTeam and you talked only with the live chat support. Can you please forward the communication directly with the TechTeam? If you did not talk to them yet, I would recommend to do so otherwise we can't proceed with the complaint either if you refuse the casino's solving methods.

the tech team was telling me the same thing for 6 motnhs and i wanted to talk to the manger because who else could help me at that point

Thank you josh720 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on and will try to get more information from the casino. Also please keep in mind that if there were steps advised by the casino which you did not follow, we won't be able to help you out resolving the issues as it would mean non-cooperation from your side.

Wish you best luck resolving it.

Regards,

Nick

Hello josh720,

I'm Michal and I have taken over your complaint. I have reviewed your case and I can fully understand your frustration, but it looks like We won't be much of a help with your issue as only the Bet365 Casino tech team can help you with this. Bet365 Casino was not really cooperative with us when dealing with customer complaints, however, I will still try to contact the casino to shed more light on this matter.

We would like to invite Bet365 Casino Ontario to join the conversation.

Dear Bet365 Casino Ontario,

Can you please provide information on why is the player not able to log in to their account?

Dear josh720,

I have contacted Bet365 Casino team, but I have been informed only about the following:

" Hi ​​​​​​Michal​​​​​​,

Thank you for contacting bet365. I hope you are well.

Kindly note that due to data protection purposes we would not look to discuss a players account outside of our internal complaints procedure.

The customer would have to contact us directly. They can do so via Live Chat or e-mail.

I hope that this was helpful. Should you require any further assistance please do not hesitate to contact us. 

Wishing you a lovely day ahead!

Kind regards,

Oliwia A

The bet365 Team"

Regrettably, we won't be able to provide you with accurate advice without the essential details and data. Our ability to offer competent judgments relies on having sufficient insights into the matter at hand. Therefore, I kindly ask you to you follow the steps in the bet365 Complaints and Disputes Resolution and if you are still not satisfied with how the Bet365 Casino is handling your issue, you can submit an official complaint to iGaming Ontario here (Player Support | iGaming Ontario). Please let me know when you do so and I will temporarily close the complaint as "waiting for the regulator's decision"

Dear josh720,

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.

Due to the absence of any response from the casino pertaining to the matter, we are left with no choice but to mark the complaint as 'unresolved'. We genuinely wish there were additional avenues for us to pursue. Regrettably, lacking the casino's collaboration, our ability to mediate and facilitate a resolution to this matter is limited. It is worth noting that the casino retains the option to revisit and address this complaint at any point.

Thank you for your understanding.