Bet365 Casino - Player's account is closed despite providing proof of income.

On bet365 I started winning and they shut down the account and deleted it with my 400 EURO (4000SEK) still on there.

I have done nothing to break any rules. I've been in contact with them and telling them to open up my account with my money on. They have requested a money trail from my bank to show them that I played with money I already won at their own site, bet365. I have sent the bank statements at least 10 times already, and they are the correct info, correct file, correct everything.

They always answer that they couldn't verify the info. Next time they tell me to sent the same bank statement I already sent. Sometimes they switch it up and they ask for bank statements for a different month but I have sent all the months statements soooo many times.

This has been going on for at least 2 months. Please help me Im so frustrated. Thank You! / Joakim

Dear joakimras1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process, but two months is really a long time.

Do I understand correctly that verifying the bank statements seems to be the only obstacle here? Have you provided any other documents to verify your identity and have they all been approved?

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,

Kristina

Dear joakimras1,

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.

Hey Kristina. Yes I have provided all the identification documents correctly. I have also sent all the bank statements from all my bank account correctly. Many times they asked for the same documents I already sent one, two ant three times already. I have sent them a list of all transactions done on my bank accounts for the last 6 months, many times. They alter their response like "we are missing the bank statements for June 2023", a week later next email they ask for "bank statements April 2023" but I have already sent them a complete list of all transactions from the last 6 months. Plus I have sent them each months bank statements separately many times. So they just put me in this loop.

Thank you for helping me! / Joakim

Thank you very much for your reply, joakimras1. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear joakimras1,

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.