bet365 Casino - Player's account is blocked due to verification issues.

I used a new card to deposit, and I used pay ID for depositing, however immediately after that I have received an email from the bet365 team that my account was not able to be logged in because I have to finalize the verification process with my newly added bank card. I tried to login and I was not able to. I tried to click "having trouble loggin in?", after entering my username, I received LL01 asking me to contact their customer service centre.

I have sent them the bank statement and a copy of my card with last 4-digits of card and my name on it, it has been 3 days and I have heard nothing from them. I tried to contact their online chat agencies, all they said to me was the same - the time frame is unsure, please check back after 24 - 72 hours.

Dear Elesis,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with bet365 Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Was your account previously verified?
• Have you used pay ID when depositing in the casino previously with another card?

Have you withdrawn winnings from the casino successfully in the past?

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Elesis,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with bet365 Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Was your account previously verified?
• Have you used pay ID when depositing in the casino previously with another card?

Have you withdrawn winnings from the casino successfully in the past?

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Elesis,

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.