The player from Germany deposited in the casino, but the amount wasn't credited to his casino account. We closed the complaint because the player stopped responding.
Bet365 Casino - Player's deposit seems lost.
Amount: €500
Bet365 Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
Hello,
First of all, I live in Germany. The default is Puerto Rico. But I can't change it.
Facts: I transferred €500 to the Bet365 account by bank transfer on 05/10/23. The money was not credited to my account. The FAQ and the bot chat stated that this could take up to 10 days. That's why I waited these 10 days. Then I contacted support via email and sent my bank transfer slip with it. And I've only been put off since then, it would take a while, I shouldn't worry, I would be contacted etc. I've asked several times now and already threatened to call the supervisory authority, NOTHING! Only always nice e-mails to put off. What can be going on there? During this time I continued to actively bet with money that was still on the account, everything was always settled normally and the support was always active. Only this transfer will not be credited.
Automatic translation:
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11 months ago
Dear Curado51e,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
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11 months ago
Translation
In fact, that doesn't sound very encouraging at first. At my bank, the transfer process is booked as complete. So the problem should actually be with the receiving bank, which, as I understand it, should be the responsibility of the bookmaker, right?
Automatic translation:
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11 months ago
I fully understand your frustration, Curado51e. You made a fair point. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 6 days to allow them one full month to investigate. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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