Bet365 Casino - Player is struggling to receive a refund.

Olá eu efetuei um deposito na casa equivocadamente, e logo pedi saque, a casa me perguntou o motivo de logo eu ter efetuado o saque e eu expliquei os motivos, eles disseram pra enviar extrato de deposito, enviei todos com extremo cuidado, me disseram pra aguardar 72 horas para a analise do financeiro, estou há cerca de 9 dias aguardando, assim que eu entro no chat eles me pedem para aguardar mais, pois estão analisando, eu gostaria de saber quando vai terminar essa analise, eu nem sequer obtive lucros na casa, só gostaria do meu dinheiro de volta.

Dear Lusquita,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your mistakenly deposited funds, or they’re still untouched inside your account? Could you please advise if your account has been successfully verified already?

Furthermore, if there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Eu depositei no cassino, por engano, e eu efetuei saque, porém eles não querem me dar o valor que eu depositei.

Could you please advise if your account has been successfully verified already?

Ja foi verificada completamente na íntegra, eu ja tinha feito outros saques, da mesma maneira. So que dessa vez nem joguei.

Thank you very much, Lusquita, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Bet365 Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Lusquita,

This is Tomas, and from now on, I will be assisting you with this case. To help you resolve the problem, I will now contact the casino.

I'd like to invite Bet365 Casino to join this conversation and participate in the investigation.

Can you please provide an update on the status of the player's deposit statement verification?

Thank you.

Best wishes,

Tomas

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.

Dear Lusquita,

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.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino.

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

If the casino decides to react, we will reopen the complaint and you will be notified by email. I believe bet365 falls under the MGA license for players from Brazil so in the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know how the MGA responded (tomas.k@casino.guru)

We wish we could be of more help.

Best regards,

Tomas