Bet365 Casino - Player complains about unauthorized deposits.

I had an account in this casino and before April 2020 it was restricted to deposit from the site for the purpose of reasonable betting. Since then I have not submitted a request to remove the restrictions, but the available cards that have been registered have withdrawals after April 4 with deposits to the site for BGN 5,000! I want my money back. In case of complaints to the banks, Bet365 provides information before 04.04.2020 in order to be unfounded by not saying that the account was restricted and suspended for deposit by them then. I do not have access to the account I am trying to contact them they tell me give me an access code I provide a code that I have stated they tell me it is wrong ie someone is using the account or they are illegally withdrawing money from cards and even hiding from law enforcement! Complaints have been filed in all possible places, which is taking a hell of a long time

Dear Teodora,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward a payment receipt showing the unauthorized transaction along with any relevant communication? My email address is petronela.k@casino.guru.

Additionally, please advise if to the best of your knowledge, there’s a possibility that someone else from your family members had access to your card details and might have used it without your consent?

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

Best regards,

Petronela

Hello,

I can guarantee that no one close to me had access, at least in the case of a limited account, a conversation should be held and the owner of the account should be identified in a number of ways, from PIN to document number, etc. After April 4, 2020, I have never stated back that I want to have access to this site and deposit into this account.

Have you tried contacting your bank? They should be able to explain how the transactions took place without your consent. Looking forward to hearing from you.

because the site did not have 3d protection, you can really use anything with each card to send a transaction as long as you know or generate the 3 CVV code

I understand your point of view, but please understand that proving that the casino has taken money from your bank account would be very difficult.

When you submit personal documents for the KYC you are supposed to cover your CVV code. Still, if you feel that there have been unauthorized transactions on your account, please contact your bank. Thank you in advance for your understanding and cooperation. 

No personal document has ever been submitted, moreover, the site has removed the 3D card protection

If no personal documents have been provided, could you please clarify why do you believe that the casino has taken your funds?

because the transactions have been made to the site in question, verified with the bank, it is a question that the deposit account has been limited and at the same time a year and a half amounts are withdrawn from the cards after I have not confirmed that this restriction falls

Could you please forward your bank statement showing the unauthorized transactions? My email address is petronela.k@casino.guru.

Sent

You have forwarded the "Authorized holder statement of claim" form, therefore, I assume that your bank is investigating.

If you haven't provided any personal documents to the casino "No personal document has ever been submitted" I truly believe that only the bank can help you to get the money back.

Additionally, I could recommend contacting an independent website https://mychargeback.com/. If I understand correctly and your funds have been deducted from your bank account, this company will try to negotiate with the bank and arrange a chargeback up to 90 days since the transaction. Unfortunately, there is one catch, if you chose this way you might experience difficulties with other casinos in the future.

how will they help?

Maybe they will be able to negotiate with your bank the chargeback. Please let me know how you'd like to proceed.

And what can you do to help mk in this case are withdrawn money from the casino

As I mentioned earlier, we can't help you. Your bank is responsible for unauthorized transactions. Since you stated that you haven't provided any personal documents to casino I truly believe that the scenario that your money has been taken by the casino is highly questionable.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Teodora,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

why can't you help?

Have you contacted your bank and the police?

I got in touch from bet365 and they didn't bother in any way

But have you contacted your bank and the police?

Yes, I contacted, but from bet365 they do not respond to the institutions

What was the outcome from bank and the police?

They are waiting for bet365 to respond for more than 50 days but do not respond

I'm sorry but if the police and bank couldn't help you I'm not sure how we could.

Moreover, I still haven't received your bank statement, please.

Dear Teodora,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

bet365 have provided incomplete information to the police and the bank as the company is registered in Gibraltar and the procedure would take years so I need and had the assistance to get my money back

As I mentioned earlier since we have no higher authority than the police and no bank statement with the unauthorized transactions has been provided we are forced to reject your 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 any other casino. We are here to help.