The player from Germany had opened an account 98 hours ago but had not been granted access. He had made a deposit but could not place bets or withdraw funds because his account was under review. We had asked the player for more details to help investigate the matter further. However, due to the lack of response from the player, we were unable to proceed with the investigation or provide potential solutions.
bet365 Casino - Player’s account access is delayed.
Amount: €30
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
9 months ago
Translation
I opened an account 98 hours ago and I still don't have access. I complain every day and they say it's under review. This amount of time is not normal. I have deposited money yet I cannot place bets or withdraw it.
Automatic translation:
Public
Public
9 months ago
Dear Pedrosilva,
Thank you very much for submitting your complaint.
I'm sorry to hear about the inconvenience you've experienced with the delay in accessing your account at the online casino. It's certainly frustrating to have deposited money yet not be able to place bets or withdraw funds due to ongoing account review.
To assist you further and facilitate the resolution of this issue, could you please provide us with the following details:
- Have you received any communication from the casino regarding the reason for the extended review period?
- Did you receive any confirmation or acknowledgment of your deposits from the casino?
Additionally, if there are any relevant email exchanges or messages between you and the casino, please feel free to forward them to petronela.k@casino.guru for our review.
Your cooperation in providing these details will help us investigate and work towards a resolution.
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
Public
Public
9 months ago
Dear Pedrosilva,
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.
Public
Public
9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
