The player from Chile had been waiting for over 45 days for his withdrawal from bet365 after submitting the requested documents, including a bank statement and a photo of his debit card. Despite multiple claims and escalations, the casino had not processed his withdrawal or reviewed his documents. He later reported that his account access had been removed, his account had been closed, and his winnings had been confiscated without explanation after he had used his own Visa card for deposits. We asked him to provide the casino’s justification and the rejected verification files, but he did not respond to our follow-up requests. As a result, the complaint was closed for now due to lack of response from the player.
bet365 Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: $1,000
bet365 Casino
Safety Index 9.8 Very highCase summary
Discussion
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1 month ago
Translation
I registered with bet365 45 days ago, deposited money with my debit card, and made a profit of $300, bringing my total account balance to $1000.
When I withdrew my money, I entered my bank details and everything seemed fine. I waited 5 hours, but they didn't process my withdrawal. They sent me an email requesting my bank statement and a photo of the debit card I used to deposit.
That same day I sent all the documents they requested.
I thought they would resolve this in 2 days and pay me my money, but that wasn't the case and I've been waiting for over 45 days. Every day I complain via email and support chat and every day they respond with the same thing: that my documents are under review and I have to wait, that there is no review date.
How is it possible that in 45 days they haven't reviewed my documents, haven't paid my money, haven't done anything, despite me opening more than 15 claims, escalations, etc.?
This site is a scam, and I don't understand why it has the best rating here. I trusted it and deposited money because of its good reviews, but now I realize it's all manipulated and fake. I see many users complaining about the same thing.
Please intervene in this matter if you can, as I trusted CasinoGuru because of the rating this site, bet365.com, had.
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
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.
- Is your player account accessible to you? Can you log in?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Have you deposited using a payment method that is in your name?
Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
TranslationCan you access your player account? Can you log in?
Hi, no, they took away my access to my account
What games did you play to accumulate your current casino balance? (slots, live games, sports betting)
sports betting and live casino roulette
Did you achieve your current balance with the help of a bonus?
No
Did you make the deposit using a payment method that is in your name?
Yes, I used my Visa card, but they refused to pay my own card.
Today, I received an email informing me that my account was closed and my money was confiscated with no right of withdrawal; in other words, I was scammed out of the $750 I deposited, plus my earnings.
Please, do not give that bet365 casino an excellent reputation; they just scammed me out of all my money.
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1 month ago
I am sorry to hear about these developments.
Please send me the communication in which the casino justifies the closing of your account and the withholding of your winnings.
Send this evidence to my email at tomas@casino.guru or post a screenshot here.
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3 weeks ago
Dear mikilatin,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
TranslationHi Tomas, I sent you the email forwarding what bet365 sent me, indicating that they closed my account without any explanation and confiscated my money.
I've attached the image here as well.
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2 weeks ago
Thanks for the clarification.
Kindly provide the files that the casino rejected during the verification process for review.
Send the information to my email at tomas@casino.guru
Looking forward to your reply.
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1 week ago
Dear mikilatin,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
