The player's requesting a refund of his deposits from Bet365 Casino. The complaint was rejected as the player was not eligible for any refund.
bet365 Casino - The player's requesting a refund of his deposits.
Amount: €425
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
In November 2022 I opened a player account at Bet365. I lost a total of 424.84 euros here.
I would like to have it back because Bet365 has never checked my age, my address, my person in general, or my bank details. Not even for payouts.
The provider is thus clearly in violation of the German State Treaty on Gambling. Which I also told Bet365.
Bet365 itself was completely unreasonable on several occasions.
They blocked my account without notice. I have always been factual in communication.
In addition, Bet365 had me entered in the OASIS player ban file without a prior hearing. That too is clearly illegal.
Bet365 is supposed to refund me 424.84 euros and have me removed from OASIS.
Nice greetings
Automatic translation:
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1 year ago
Hello MaikGold12,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bet365 Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if you ever did try to verify your account? Did you ever request for a withdrawal? Did you enter your correct information into the registration tab? When was the last time you spoke to the casino and what was it about? Why did the casino put you on OASIS list, did you mention any gambling issues or addiction?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick.
No, I never tried to verify my account.
Yes, I have requested a payout. On a weekday morning I had asked for a payment of 30 euros. These were in my bank account the same day in the afternoon. Again, no data was requested before the payout. No verification etc. . Only the amount was transferred. A confirmation of this - e.g. E.g. by e-mail - did not exist.
However, the 30 euros were displayed as a payout in the betting account. So in the personal account area.
Yes, I entered all the information correctly in the registration tab.
Sometime in early December 2022, and I believe also in late December 2022, I last contacted the provider. It was about the refund. The vendor regretted my situation but said there was no room for a refund. He never went into the State Treaty on Gambling.
I don't know exactly why the provider put me on the player list. In any case, I have neither applied for this, nor have I been consulted.
I had mentioned to the provider that I was gambling with money that I actually couldn't have afforded for sports betting. However, I am not allowed to be entered into a blocking file without my doing.
Furthermore, Bet365 violated the State Treaty on Gambling because it did not check the age of the player.
Therefore, I think I am entitled to a refund of my total losses of 424.84 euros.
regards
MaikGold12
Edited
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1 year ago
Hello MaikGold12,
What was your balance when they closed your account?
Why do you request a refund of lost balance? Once it's lost you are not eligible for any refund. Also the casino has the right to self exclude you anytime you mention that you have gambling issues as it is their responsibility to act like this. We would like to see much more casinos to apply this method as it serves as a player protection.
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1 year ago
Translation
The balance on the betting account at the time it was closed was €0.00.
Of course you are entitled to a refund. Namely when the casino has wrongly received deposits - as here.
Here because it never verified and verified the player's age. The same applies to the bank account and personal data in general.
However, the State Treaty on Gambling requires exactly that.
If - as here - the casino was not entitled to a deposit from the player due to a lack of verification, the player automatically has the right to a refund of his stakes.
However, they suggest that losses from stakes are generally not recoverable and cannot be enforced, which is of course legal nonsense.
Going by their point of view, your page here wouldn't make any sense at all.
I had already written that in detail in my main text, which is why your question now comes across as dubious.
You shouldn't mix morality with law, and watch what you write.
Mike
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1 year ago
Translation
Read number 6a of the State Treaty on Gambling. Bet365 breached it.
Because at no time did Bet365 verify or otherwise check my data, and especially my age.
Paragraph 4 of number 6a was not complied with either.
There are quite a few judgments that require betting providers to reimburse gambling losses. However, you think that this would be impossible.
Are you just the extended arm of the betting provider, or are you actually a neutral and reputable arbitration board?
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1 year ago
Hello MaikGold12,
We always remain neutral during the complaints and looking for the facts only. However, we still agree with the casino's decision in this case. Every online casino should be a safe environment for the players. This specific casino blocked your account when you have shown signs of gambling addiction which is a very player friendly approach and we would like to see all online casinos to act like this.
We are not lawyers and we do not deal with licensing and laws issues, we are protecting the player's when they come across unfair casino behavior.
From our point of view, the casino did nothing wrong and I would strongly recommend to contact directly the licensing authorities and they might be able to help you retrieve your lost bets if you are eligible for it.
I'm really sorry that we could not be more of a help this time.
Will you be contacting the license and do you require any kind of help with it? Let us know please.
Regards,
Nick
