Bet365 Casino - Player’s account has been blocked and winnings confiscated.

Hello. 2 months ago, I made a deposit to my bet365 2000 CAD account. I win 7330 CAD at the bet365 Casino and my balance became 9330 CAD. After that, I put some of the money for withdrawal to my bank account, but the withdrawal was canceled and my account was blocked. The chat told me to email them various documents. I sent all the documents they requested. The verification of documents lasted almost 2 months and on June 30 they sent me an answer by email that they had decided to steal all my money together with the deposit (9330 CAD)! On July 1, I asked bet365 if I needed to send any more documents, but they told me that I didn't need to send anything else and they made the final decision to steal all my money (9330 CAD)!!!

Dear Rebnea6a,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify the games you played? Were they slots, live casino games, or did you participate in sports betting?

Have you accumulated your winnings with or without an active bonus?

Could you kindly confirm if you successfully passed the KYC verification?

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

Best regards

Veronika

1.I win money at roulette casino

2.I didn't use any bonuses

3.I successfully passed KYC during registration. But after requesting money for withdrawal, they cancel the withdrawal, closed my account and demanded additional documents from me. I sent all the documents they needed. The verification of documents lasted almost 2 months. On June 30th they sent me an email that they didn't like the documents I sent and they decided to forfeit all my money (9330 CAD). I sent them a message asking if I need to send them any other documents. On July 1, they sent me a message that there was no need to send anything else and they made the final decision to steal my money in my account along with deposits (9330 CAD)! 

Dear Rebnea6a,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

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. 

Regrettably, we have no other choice since it seems to be a common practice for Bet365 Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Bet365 Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.