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

On 4-12 I have asked to change my IBAN (bank number which people can deposit to) as I registrered with a different one then I despoisted with. Both numbers are on the same bank account which I used to verify my details using iDin (service for Dutch bank users to verify details). They told me it would take 24-72 hours.

8-12 I ask for an update and answers on the situation. They just tell me I'll have to wait longer and they will contact me asap.

10-12 I ask again for an update. They said they contacted to relevant department to update me on the situation. Bare in mind the 24-72 hours have long been passed.

12-12 I send an email frustrated mentioning how this is predatory business practices as I feel like they delay the withdrawal process so the player is tempted to keep on playing, after which they lock my account. I have to make an arrangement with live chat to get called back.

13-12 they called me, telling me the email I've sent recently was concerning because of the shady business practice of delaying I mentioned, saying they think I have a problem with gambling. Understandable, but another delay. Account has been unlocked.

16-12 the department mails me back asking for the IBAN details AGAIN. I tell them I sent those already, but I sent it again anyways. To this day no reply.

17-12 the Dutch department mails me back, saying they can't read my bank number on my file because it's, but it's just the original file and there is in no way it became blurry or unreadable. Sent them new one anyways. To this day no reply again.

I just think it's unacceptable, that a Dutch licensed site is this unprofessional, predatory and outright incompetent.

I realise they have to follow strict rules for the KYC process, but it has NEVER taken this long on any of the now banned/legal websites for Dutch people.

Dear Jiabi,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you for your reply.

After I submitted this complaint, I logged into my account and saw they have finally verified. I immediately sent an email for the complaint to be cancelled. So this has been solved.

Thank you for your time and service. It is amazing people can come here to get help against the big companies. Cheers

Great news 🙂 As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Jiabi, for your kind words and confirmation. Please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

PS: Wishing you safe and happy holiday season.