Bet365 Casino - Player's account was blocked.

Dear mp8215mulready,

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 specify how is your casino account limited? Is there any withdrawable balance in the casino, or any winnings? Did the casino suggest any alternative ways for you to complete the check, such as a Skype call?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello thanks for your quick reply fortunate for me I have no money to withdraw as to be honest ..To be honest I got really discouraged with the new cell phone scanner that is asking it for every 1 minute of your play so meaning when your playing a game it shows up every 2 to 5 min and its make gaming non enjoyment as you have to keep scanning your cell phone and its also discriminating against people that do not own a cell phone never the less I do sprots betting or horse betting on it or play the bull game really do not use this account much at all as I have my better favourite ones and by far bet 365 is not one of them anymore They were good at one time with their fast cash out system and when they did not have the scanner from cell phone code that again it keeps showing up non stop. .Ever since Ontario gaming took in effect this casino has gone down hill but the real issue is what is going on with me being verified and then want to talk to me and never indicated I have problem let them show you I hardly play with them so this seems very personal like a they are discriminating against me as no one takes months to verify but then look for something else to re strict my account ..

I am waiting for your call this is very odd I hardly play with you guys’ and you took almost 2 months to verify me now your bothering me non stop I am beyond puzzled with this harassments Its constant harassments and you do not say what its regarding accept the problems with your casino that is not working to play as the system is not working to play so I do not use your casino that much its not allowing me to play 

Sent from ** for Windows

From: KYCdocuments@bet365.com

Sent: March 22, 2023 12:47 PM

To: ****y@hotmail.com

Subject: RE: RE: Additional Customer Information

Hi ​​​​Palmira​​​​,

We have attempted to contact you on the telephone number registered to your account, however we were unable to reach you.

In order to proceed with a further call, can you please reply to this email confirming the following:

- A telephone number we can reach you on

- The time of day we can contact you e.g. morning, afternoon or evening; Our office hours are between 04:00 and 15:30.

We will do our upmost to contact you back as soon as possible but we would kindly ask for the above in order to avoid any further delays.

Thank you for your co-operation and understanding.

Kind regards,

Stuart J

The bet365 Team

proof I was not even playing with them as the casino was not allowing me from the scanner was not working not going to the part to activate it off ...This was email I sent to them on the MARCH 3 2023

Your planform is not good to use 

PM

pamela ***

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To:support-eng@customerservices365.com

Thu 2023-03-02 7:13 AM

scanner code is always not working and it's such a terrible inconvenience But now for two days it's not working it's on the Bet 365 side and it's not just me its everyone have you not got any complaints as my friends not working either You are the only casino that has this scanner they are not good when your playing a game and get interrupted especially if it's a live game please troubleshoot the game and see that you should really take them off NOT everyone has a cell phone what is wrong with you guys making things so hard for customers PLEASE FIZ THIS AS ITS NOT ALLOWING ME TO BET ONE THING AFTER ANOTHER 

HERE ARE SEVERAL EMAILS OF HARASMENTS TRYING TO CONTACT ME BUT KEEP IN MIND I HAVE NOT PLAYED WITH THEM AND WAS JUST VERIFED 3 WEEKS PRIOR NOW THE EMAIL CONSTANTLY TRYING TO REACH ME BUT I DID TALK TO THEM AND THEY SEEMS TO WANT KNOW ALL OF MY FINANCES LIKE HOW MUCH I MAKE HOW MUCH I HAVE IN THE BANK AND DO I KNOW I WASTED 7K FOR THE FULL YEAR I SAID YES AND TOLD THEM ROUGHLY WHAT I HAD NEVER THE LESS DID NOT TELL THEM THE TRUTH OF WHAT I REALLY HAVE AS THAT IS NON OF THEIR BUSSINESS DID TELL THEM LOOK AT MY HISTORY HARDLY PLAY WITH YOU GUYS I HAVE OTHER CASINOS AND YOUR THE VERY LAST ONE AS SINCE THE NEW SCANNER ITS TAKES AWAY FROM THE ENJOYMENT OF THE GAME AS IT KEEPS SHOWING UP EVERY TIME I AM PLAYING INTO THE GAME ANY HOW AFTER TALKING TO THEM MY ACCOUNT GOT RESTRICTED FRO NO REASON AT ALL KEEP IN MIND THIS IS CRAZY AS I WAS JSUT VERIFIED AND THEN THEY WANT TO TALK TO ME

From: KYCdocuments@bet365.com

Sent: March 22, 2023 11:17 AM

To: ****ady@hotmail.com

Subject: Additional Customer Information

Hi ​​​​Palmira​​​​,

We have attempted to contact you on the telephone number registered to your account, however we were unable to reach you.

In order to proceed with a further call, can you please reply to this email confirming the following:

- A telephone number we can reach you on

- The time of day we can contact you e.g. morning, afternoon or evening; Our office hours are between 04:00 and 15:30.

We will do our upmost to contact you back as soon as possible but we would kindly ask for the above in order to avoid any further delays.

Thank you for your co-operation and understanding.

Kind regards,

William

The bet365 Team

For answers to our most common queries, visit Help. Alternatively, Contact Us.

bet365 is committed to Responsible Gambling. To assist you we offer a range of advice and account options to help you manage your gambling. For more information, visit the Responsible Gambling section of our website.

#UTID#000045892755##

SO RIGHT BEFORE THEY RESTRICTED MY ACCOUNT AFTER SENDING ME 10 EMAILS TO TALK TO THEM WHEN I DID THIS IS WHAT THE LAST EMAIL FROM THIS BET 365 AND THEN SINCE THEN FOR 1 FULL MONHT THEY HAVE LEFT ME HANGING WITH MY ACCOUNT RESTRICTED FOR NO REASON AND HAVE NOT GOTTEN BACK TO ME NOW KEEP IN MIND THIS IS THE MORAL AS FAR AS THEIR GAMING CASINO ITS TERRIBLE AND EVERYONE SHOULD KNOW WHAT THEY ARE DOING WANT TO SAVE OTHERS FROM THIS TERRIBLE HEADACHE AND IMAGINE I HAD MONEY IN MY ACCOUNT AND THEY DO NOT EVEN LET ME WITHDRAW MY MONEY AFTER JUST BEING VERIFED I WANT TO HELP OTHERS DO NOT PLAY WITH THIS CASINO

From: KYCdocuments@bet365.com <KYCdocuments@bet365.com>

Sent: March 30, 2023 10:49 AM

To: ****@hotmail.com <****@hotmail.com>

Subject: Additional Customer Information

Hi ​​​​palmira​​​​,

Thank you for your Email. 

As a company we are committed to ensuring our customers enjoy their gambling in a safe environment, and it is important that we take steps to help ensure that gambling does not lead to harm. These reviews are ongoing throughout the lifetime of customer’s accounts and generally have little to no impact to the customer, but at times we need to ask customers for their assistance to be able to show that they have sufficient funds to support their gambling activity.

In regards to the Casino issue, I will send your feedback on to the relevant team. 

We apologise for any inconvenience caused. 

If you have any questions do not hesitate to respond to this email.

Kind regards,

The bet365 Team

For answers to our most common queries, visit Help. Alternatively, Contact Us.

bet365 is committed to Responsible Gambling. To assist you we offer a range of advice and account options to help you manage your gambling. For more information, visit the Responsible Gambling section of our website.

From: ****@hotmail.com

Sent: 24 Mar 2023 18:16

To: "KYCdocuments@bet365.com" <KYCdocuments@bet365.com>

Subject: RE: Additional Customer Information

This seems invasion of privacy for a person like myself that barley plays with your casino None of this seems irrelevant and never have I ever experienced a casino asking me all these questions for no reason at all I have showed no signs of problem gambling and your casino web browser does not even work The chats that I have regarding your autheration with the cell phone does not even work..NO ONE HAS EVER BOTEHRED TO FIX THIS Have not even played with you guys from over 1 month as the very last time your autheration was not been taken off in order for me to play any game or casino game from your casino web there is multiple problems with no one ever fixing them and its been nothing but problems ..I gather your questions are just invading privacy with no attempt to fix your casino problems 

Sent from *** for Windows

AS YOU SEE LETS SEE WHAT ARE THEIR PROOF I HAVE NOT EVEN PLAYED WITH THEM FOR THEM TO SAY SUCH THINGS I THINK THIS IS A PERSONAL VENDATIVE AGASINT ME SEEMS REAL ODD AND NOT OK TO PRETEND A CUSTOMER AS A PROBLEM WHEN THEY HARDLY PLAY WITH THIS CASINO SEEMS REAL DISCRIMINATION PLEASE TELL ME WHAT YOU HAVE AGAINST ME

I need for people to know that this casino is questionable Now first asking me for verification in early Feb taking months to verify but was emailed first in 7 days by them saying that my verification was successful and go ahead and enjoy gaming with us Log into my account was restricted still saying cannot dep went on chat and they said another department KYCdocuments@bet365 is looking further into your documents well then why send me verification all good what and how is this possible for a professional establishment to lie like this makes no sense well this went on for 2 months and then finally got verified but big but they had this cell phone scanner on to do autheration but it did not work so I can say from the time they verified me to wanting to talk to me on the phone I must of played with them like two times as there stuff was not working , after several emails of harassment trying to talk to me even though I was verified 10 days prior I talk to them out of good will or to stop the emails of this harassments which in the 20 years of playing never experienced this in a casino before then they now restricted my account cannot dep lucky for me there is no money to be withdrawn as they have not answered me for several months why is it restricted except to say wait for the update and that was 2 months ago but I have to ask what update look at my account never did I say I had a problem hardly play with you guys this is now the morals and the lies from casino bet 365 I want them to be held responsible to do this to innocent customers and be held accountable this is not right not fair and there reputation should be changed for other players to see they have gone down hill since ONTARIO GAMING TOOK EFFECT might be just in Ontario customer's they do this I really do not know but what I know this is not a good casino showing me they can have the power to make decisions when there is no problems Making up things and trying to get into your business too much invasive and then keep you wondering what they are doing why is the account restricted for no reason causing people stress for no reason again my stress is nothing have nothing in their NO MONEY but this is the point and the and this casino should be regulated and not get away for doing such things illegally doing this to customers and playing around

Dear mp8215mulready,

Do I understand correctly that you had an account in the casino for at least 3 months? If there was previous gambling activity, the casino might have concluded that they will restrict your account due to concerns related to their responsible gambling policies.

Please understand the casino can decide if they will allow you to play depending on your financial situation.

We cannot ask the casino to stop requesting this information if you wish to continue to play there.

Please let me know if there is anything else you wish us to assist you with.

I have had this account bet 365 for a number of years no I am not new to this casino again I was just verified not to long ago after being verified 1 year prior so I ma simply stating There is no issues at all I have no issues and this is not a new account for me I have been playing with this casino for a number of years

I do not think you understood me I do not have a any gambling issues and to suggest a thing and lie is a offence No casino should be lying regarding this where did I say I had any problems I do not I told you I have hardly play with the casino did you not hear me correctly or are you not helpful to get to the bottom of why a casino would do such things for no reason Let them explain why I was just verified and then get a harassments of trying to talk to me after taking very long to verify for no reason one dep said I was verified another said they were still looking..I simply want answers to why I was treated in this matter when there is no reason THERE IS NO REASON I HAVR NO ISSUES NO problems I did explain I hardly even played with them so again find out why and what they are doing

my concern is their defamation of my character when someone makes up things to benefit what they are trying to achieve No casino should treat customers with such disrespect I would like to know after speaking with me and telling them I have not even played with your casino for a while as I find the planform hard with the cellphone actuation they never get back to me what are the update sand how are they coming up with this nonsense

I have never had a casino Guru not help me but just simply suggest I might have a issue that is so unfair and not ok I am here to ask you to find out what is going on and why are they making up things about me or harassing me to talk but then restrict for no reason there is not one good reason for doing this

Thanks for your explanation.

Unfortunately, defamation is outside of our expertise as mediators of casino issues.

If the casino doesn't withhold any of your balance, they can restrict your access to the account for whatever reason as I tried to explain to you earlier, and it doesn't matter to us for what reason they decide to do so. Unless the casino is withholding your funds, we are powerless to offer you recourse.

If you wish to continue playing in this particular casino, we would only recommend you continue the verification process. Ultimately, the verification would serve to exclude the possibility of any issues in the present. Also, if you consider the casino contacting you harassment, I would recommend you let them know you don't wish to be contacted by the casino staff anymore. It's your decision if you want to stay with the casino or not.

If you wish to make any part of this complaint thread private (not visible to the public), please let me know here in the complaint thread or via email at tomas@casino.guru

Please let me know what you wish to do.

I am fully verified did I not tell you I am fully verified please contact them to see what the issue is

please disregard all now I got an email from Bet 365 and said all is good so its been resolved without any of your help close this its been resolved no further acton is required

Dear mp8215mulready,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru