Bet365 Casino - Player is experiencing difficulties with his withdrawal.

Hello my ususairo in this betting house is; bertitoonuba31

My problem is the following, I don't know if you can help me, I have been at bet365 for more than 10 years, I have never had any problems, they have always asked me for documents and everything is correct, but curiously, sometimes I have lost thousands of euros and they have never asked me for anything as an origin of funds, cards, etc., the cards are only routine at times.........the thing is that the day before yesterday in roulette I won a very high prize of 21 thousand euros, and there suddenly came the problems, when The next day, that is, yesterday I went to the page and I couldn't log in, a big surprise because I haven't even received an email or because I can't log in, that is with more than 11 thousand euros in the account, as I see I can't even get into my emails, I write live customer service and they tell me to send a series of documents that my account is under review; cards, certificate of ownership from the bank, etc... I have no problems, I have sent everything, and everything is valid and correct, they tell me that thank you for sending the documentation and that the case will be reviewed and they will tell me.. ....until today I have not received an answer or answer to my questions and all this with more than 11 thousand euros in the account and more than 17 thousand euros withdrawn two days ago that has not even arrived to the bank, it sounds a bit like a scam to me now, they don't want clients who one day earn money or if they do earn it they don't want it anymore and I think the only thing they were looking for is a reason to hold on to kick me out of the page pro hjaber won 21 thousand euros in one day, because when I have lost thousands of euros they have never told me anything or asked me for anything and curiously all this after winning, I am thinking of reporting it to the police station, putting it on the radio or TV I don't know what to do anymore, but it seems so unfair to me... I haven't even slept because of the disgust, they take your money without further explanation, things that not even a bank does, my father is a civil guard and I'm seriously thinking about the complaint but on the internet this page, I feel unprotected, they do not have a telephone to speak directly, they are transparent to clarify any doubt, they ask for more information than a bank, and I am afraid that this is only to try to hold on to whatever it is to close the account or if they didn't invent something, but come on, I'm going to go all the way for my money and much more for courage if a trial or whatever is necessary on my own, because none of this seems normal to me, curiously closed the day after d win a high prize.

Dear bertitoonuba31,

Thank you very much for submitting this complaint. I’m sorry to hear about your problem.

Please bear in mind that casinos are entitled to perform additional verification checks anytime it’s needed. Usually, we recommend the players wait at least 14 days for their documents to be checked out by the casino’s security department.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? Can you please tell me if your account is suspended only temporarily until the verification check is completed, or were you informed your account is blocked permanently?

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

Best regards

Veronika

They have asked me for the cards I use to deposit, a certificate of ownership of the account with which I deposit, and a receipt document where the card appears with my name in the bank, everything sent correctly, and their only response is that it is being reviewed for them, that yesterday, because today they have not answered any email, with more than 11 thousand euros in the account, and more than 16 thousand euros withdrawn the same day that they do not appear in my bank, and yes, I know of course that You can ask for documents, they have asked me many times, I have been with them for more than 10 years, the problem is that no matter how much they have asked me, I have always had access to my account even though they have asked me for documents, and now curiously I earn 21 thousand euros in a prize and the account does not have access and they ask me for a lot of things, because the truth sounds suspicious, or I get the feeling that they do not want players to win a high prize and they are looking for a way to kick me out of the account anyway or something to hold on to anyway, that's my feeling and I feel unprotected, because it seems that for you to get along with the casino you just have to lose money, I wrote to you because I'm one step away from going to the police station and filing a complaint, There are almost 27 thousand euros pending between returned and money in the account and I can't access anything, and not only that, no phone or anything and since yesterday they haven't answered my emails, it doesn't block my account, it tells me that it doesn't recognize my data at start session, let's go as if you didn't have an account.

Before we move forward with your case, please send any relevant communication between you and the casino to veronika.l@casino.guru. Thank you.

And what should I send? If the only communication has been that I send bank cards, payroll, bank movements and certificate of ownership, all sent days ago, and the other messages from them are only that they feel that everything is being reviewed by the relevant department and nothing that forgives the inconvenience all they answer me is the same

You may send me emails from the casino with an explanation about the delay in your verification.

Dear bertitoonuba31,

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.

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.