Bet365 Casino - Player’s account restricted shortly after opening.

Never use this casino before, I opened an account yesterday willing to use the promotion "First bet - Safe bet" and get restricted just after few hours of open without even place any bet, try to reach support and no answers they close the conversation. Photo shows the mail provided where they express the restrictions of my account just hours after opened. Thanks you

Dear fabianpm23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Did you have any real money balance in your casino account?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

Hello Kristina,

Yes I made the first deposit on the same day, an amount of $2000.

I don’t have any previous conversation

Thanks you

Thank you very much, fabianpm23, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello eduardastefany979,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter. Just so you know, Bet365 Casino was not really very cooperative in resolving player complaints with us and has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

Can you please share the "Photo with the restrictions" you mentioned earlier with us?

We would like to invite Bet365 Casino to join the conversation.

Dear Bet365 Casino,

Could you please provide more information regarding why the player's account was closed? Additionally, when can the player expect their deposit to be returned?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear eduardastefany979,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue were unsuccessful. There is not much that can be done now without the casino's cooperation.

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.

If the casino decides to react, we will reopen the complaint and you will be notified by email.

As it's mentioned in Bet365 casino's Complaints and Disputes Resolution procedure here:

"If you are not satisfied with our response, you can request an escalation which will be overseen by a member of our Customer Service Management team. This should be viewed as bet365’s final response.

If you are not in agreement with our final response you can refer your complaint to the eCommerce and Online Gaming Regulation and Assurance (eCOGRA) or via the Online Dispute Resolution (ODR) platform."

I believe bet365 falls under the MGA license for players from Brazil or Nigeria so in the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know how the MGA responded (michal.k@casino.guru)

We wish we could be of more help.

Best Regards

Michal

Casino Guru