bet365 Casino - Player's withdrawal has been delayed.

I made a withdrawal request that was approved on 25.04.2024 by Bet365. The transaction was declined by my bank on 26.04.2024, but the funds have still not been returned to my Bet365 account. I contacted Bet365 customer support over 20 times in the last 3 months and each time they said that they did not receive the funds from my bank yet. They asked for a proof that my bank declined the transaction which I provided - you can find the document in the attachment. I decided to take matter into my own hands and I contacted their bank, however the policy of their bank is not to share info with anyone who is not the owner of the account. So I reached the Bet365 customer support and told them that they need to contact their bank because it is not normal that it takes 3 months for a transaction to go through. They refused. This is why I am filling a dispute.

Dear lamija13,

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 share a screenshot of how the transaction looks like in your deposit history in your player's account?
• Could you please share your recent communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Hi, Thomas. Here is the screenshot of the withdrawal from my Bet365 account.

here is the email I sent with proof that the transaction was declined by my bank.

Thanks for the explanation.

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" 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.

I would recommend you complete the casino dispute and complaints process outlined here:

https://help.bet365.com/en/complaints-procedure by contacting eCogra and if not successful, Malta Gaming Authority

Feel free to take advantage of our resources on the topic:

https://casino.guru/licensing-authorities/malta-license Malta gaming authority introduction and contact information

https://casino.guru/submitting-complaints-to-regulators Our guide on how to proceed when contacting regulators with a complaint.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.