Bet365 Casino - Player’s struggling to complete account verification.

I sign up on the Bet365 and deposit 600e after 2 weeks of betting and playing live casino i climbed on 3000e after trying to withdrawl i was asked to send ID and Adress. Did send all of that. Next morning i couldnt log in and live chat just tries to avoid answering. I also wrote 10 emails and looking for explenation but nothing...

Dear Lakorosa,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification? I believe your account is not blocked completely, just suspended until the verification will be processed.

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,

Petronela

i tried to withdrawl on Saturday and also send Id… next morning (sunday) i couldnt login. Live chat just close my conversation after explaining….

Thank you very much, Lakorosa, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Lakorosa,

I will assist you with your complaint from now on. I went over the details of the case and I will do my best to help.

First I'll contact the casino in order to learn more.

Bet365 Casino,

Could you explain why Lakorosa's account was blocked? What can be done in order to unblock his account?

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact eCogra – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Please let me know how the ADR responded (tomas@casino.guru). I am sorry I could not be of more help on this occasion.