The player from Germany reported a non-compliance issue to the casino, which led to her account being blocked and her data being forwarded to Lugas/Oasis, causing her to be blocked across all providers. She asserted that the casino did not comply with her deposit limits and demanded an investigation. We requested evidence of the deposit limit and further details from the player. However, due to the casino's unresponsiveness, we were unable to proceed with the investigation. The player was advised to file an official complaint with the licensing authority.
bet365 Casino - Player’s account blocked and data forwarded without consent.
Black points: 87
Amount: €550
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Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 months ago
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5 months ago
Translation
Illegal Actions!
I had a concern (non-compliance with the Lugas limits) and spoke with a very unqualified employee. Not only was my account blocked, but my data was forwarded to Lugas/Oasis. They ensured that I was blocked across all providers.
I didn’t want to be blocked; I just wanted to resolve my concern!
The only plausible reasons for this would be that other providers shouldn’t benefit from me, or they just wanted to spite me.
For your information: I deposited 1/20 of my net income after fixed costs each month, so the justification of addiction prevention is nonsense!
My limit was 100€ and it was YOU who did not comply with it. You ignored the regulations and allowed further deposits.
All phone calls are recorded. I request an investigation into this entire procedure.
I made it clear to the lady that I wanted to speak with someone qualified to address my concern.
She ignored this and continued reading her script from the computer.
What they didn’t expect is that I also contacted Lugas.
Bet365 told me that all deposits were lawfully checked by LUGAS. This was a lie. Lugas did not receive immediate information about my payments. These errors occurred on the part of the Bet365 provider!
This is not the last you’ll hear from me!
Automatic translation:
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5 months ago
Hello Berko103,
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 if yes, since when exactly? Did you ever mention any kind of gambling issues or addiction to the casino? Do you know based on what did the casino block you? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
Thanks for the quick reply.
I was verified, but I cannot say when exactly because I have no way of logging into my account and viewing it.
When I raised my concern about exceeding the limit, I was asked why I had set my limit at €100 in the first place. I replied that I wanted to be sure and control that I didn't want to deposit more than €100. That is exactly the point of a deposit limit.
I was also asked if I had suffered financial losses or something similar. I always answered these and similar questions with a clear no. I mainly bet on sports because I have found a lot of passion in football and it is fun for me. But I simply don't want to spend more than €100 a month on it.
When I explained the legal basis to the lady from customer support and that I could theoretically file a lawsuit for refunds, the next topic was the blocking of my account.
I have the feeling that they just wanted to get one over on me by forwarding my data and blocking me. The blocking only happened when I asked for a refund.
The last phone call took place on June 6, 2024 at 1:23 p.m.
A written confirmation that my data had been forwarded and that I would be blocked came by email on June 10, 2024.
I'm asking for your help and am prepared to settle the matter out of court. Perhaps it was the wrong employee who spoke to me.
My plan "Z" is to go to a lawyer.
Kind regards
B.K***
Edited by a Casino Guru admin
Automatic translation:
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5 months ago
Hello Berko103,
Is there any evidence that would prove that the deposit limit was set? When exactly did you set it and how much were you able to deposit after that?
Please forward the proof to nikolas.b@casino.guru.
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4 months ago
Dear Berko103,
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.
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4 months ago
Dear Berko103,
I am very sorry, but since the casino team is unresponsive with us, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards,
Nick
