Bet365, incorrect login and LL01 code

Hi guys, today I tried to log into my Bet365 account but it tells me "wrong data" or something similar, plus code to report: LL01. It doesn't let me log in anymore.

(Premise: "historical" and run-in account .. I have been using it since 2019, withdrawn in the past, etc. ..)

I connect in chat and after some checks they tell me that I have to send the usual photos of the driving license + paypal screen via email and hear:

explanations about my activities in the casino.

Now, in this last period I happened to enter the live casino, I watched the roulettes with at least 5 identical colors in a row (yes I know, the roulettes have no memory effect etc ... but anyway) and I started to bet 3 euros , then I doubled if the strand of the same color continued, 6/12/24/48/100/200/400 .. until either it came out or I lost everything ..

I wrote the same and identical things also in the explanation via e-mail, also because it is the pure truth .. I did this.

Can you tell me based on your experience if I will be able to review my account or at least they will let me withdraw? (Also because there is a fair amount inside).

How are the times of assistance? Quick or will I have to wait months and months ??? Do I have to worry?

I have emailed both the Italian and English assistance but no one responds.

Thank you so much

Unfortunately still no response from Bet365, both Italian and English. I can't log in yet and I have more than 1k euro inside that I can't even withdraw

Hello there,

I would say that your account may be blocked because of some investigation or check. I would assume that you should be informed though.

I guess it may be related to your betting "strategies", honestly, I'm not quite familiar with betting patterns and especially with let's say forbidden betting patterns, but it's quite a coincidence. Don't you think?

What were those "explanations about my activities in the casino" about, please?

Can you specify?

If I may guess there is some ongoing check at the moment.

Sadly, only the casino can explain further. For how long has your account been blocked please?

Hello,

Unfortunately, no explanation, indeed if I had not tried to log in I would not have even noticed the block, I did not receive any email, I had to contact the chat (the telephone assistance service, on the other hand, no longer works in Italy, a recorded voice answers. who says to turn to chat or email).

In chat they say that the timing depends on the amount of work they have and they say nothing else ..

The fact is that Bet365 is one of the largest groups in the world and not a small bookmaker, I only ask that they do not leave me with anxiety, for them that amount means little, for me 1300 euros instead means a lot and not even being able to withdraw or knowing why I can't log into the account is not nice ..

I understand the controls very well, but they have to be quick for situations like this .. they can't treat me as a criminal.

No one answers me via email.

They have thousands of employees, I had also chosen them because they inspired me with confidence ..

In chat they asked me to email driving license documents + paypal screenshots (and it was sent), and they asked me to provide "explanations about my casino activity" or (I interpret) to explain what I did when I played at the casino ..

I immediately thought about the fact that I entered roulette and played doubling up, no more and no less ..

In addition to this, thinking locally, I played baccarat a few weeks ago, or maybe a month ago .. and then these days they gave me 25 spins in the slots (which I only use when they give me spins, otherwise I never use them with real balance) and I won 30 euros, those 30 euros bonus I then converted them into withdrawable money always replaying them at live roulette, I don't know if this is the reason even if it seems absurd, if they no longer want me as a customer just say it and I close my account and withdraw, but they can't keep me anxious.

Hello,

I also feel that all those unpleasant feelings can be avoided if only the casino sent one reasonable email.

I would like to assure you that everything will be ok soon, but I'm sure you would not buy it from

me at the moment.

I can see no harm in the fact that you've tried several games and took some bonus, I would not require any explanation for that, but again, I have no clue what is the casino investigating at the moment. It may be that they found some similar pattern used by another player - just speculating now.

May I know how long have you been waiting since you found your account closed? Or more importantly, when did you send those documents for the check, please?

Hi Radka, that's right, they should understand that behind every account there is still a human being with feelings, then the fact that there is silence doesn't help, I'm also sleeping badly because of them.

This morning I sent yet another email, no response, despite the fact that we are in 2022, in the era of instant communication.

The company is large and I find it absurd that there is no communication between the parties, neither from the Italian team nor from the English one ..

I found the closed account 2 days ago, although I don't know exactly when it was closed because they haven't sent any communication (and still don't send anything).

I promptly contacted the chat and immediately sent emails with what they asked for.

I know that I am still a few days away anyway (even if for me they are already an eternity) and that is why I have not yet made a complaint, but also seeing the other users I read on the internet, with similar experiences of blocked accounts I am afraid that not I will receive news for a long time and therefore I decided to open this post to "prepare myself" and keep you already informed on the modus operandi.

I just wish that everything would be resolved, also because I have not done anything wrong, I am also happy with the closed account if I am not liked, the important thing is to review the money back ..

Hi Mass Effect,

I empathize with your feelings, I would feel the same if I were in your shoes, I'm sure.

Take all the time you need.

Based on complaints, I've learned some security checks or additional verifications can take even a month (sorry for the sort of bad news), but the main problem persists, the casino should have let you know and provided you with some time frame.

Hi Radka, thank you for the words, even hearing them helps a bit, believe me! and therefore I can only thank you!

I am absolutely willing to wait even a month, and it would be great if they solved in these times ..

I also made myself available to receive phone calls or video calls and I have always dealt with very kindly in the emails or in the chat, but nothing ..

But if the checks go on for a long time then how can I act? Can you give me some advice?

In any case, this behavior of Bet365 remains very sad, I have always considered it a serious and also very large company, I did not expect such a poor customer service, the customer should be kept informed and if any manager is reading these words, I hope you take note because it really feels abandoned.

It's a bit like putting money in a bank, no one would choose an unreliable bank, and since there is a lot of money in this case too, I thought I felt comfortable with this company.

Even today no answer from the company, everything is silent.

Hi there.

Allow me to say that we give casinos 14 full days to complete account verification and proceed with payment.

But as I already wrote it is not fair that you do not know any details or some time frame for this verification.

I still think you should submit the complaint through our resolution center. Just click here.

Give us a chance to look into it.

Hi Radka!

First of all, thank you for the fact that you keep answering me, believe me I appreciate it very much right now, at least you don't feel alone in this situation.

Update: yesterday after having insisted they finally send me an email from the assistance, they tell me that "for security reasons they cannot continue the conversation via email" and they urge me to contact the chat (again).

I contact the chat and they tell me they want to call me, asking me a day when I can be available (apart from yesterday, obviously the department in charge does not work on weekends).

So I made an appointment for the phone call tomorrow morning .. I hope they call me, even if looking at other experiences on the internet, it is not certain that something will be solved tomorrow but they probably just want to know if I am the real user of the account and they want to make sure (obviously It's me). But the checks are instead done by other departments.

I'm not very optimistic but I'll wait for tomorrow .. I'll update you!

If it still continues like this then I will file the complaint through you, also because I am an anxious person and this situation makes me sleep really bad!

Good day to you.

That's great because now we know that some additional security check is curently happening. I'd say the call is a good idea, did I take it corectly that it would be some sort of a verification call?

If so, stay calm. It's actually not a big deal and it's the easiest and most direct solution when the identity is under the review. I'm sure you will do just fine.

Maybe you can refresh a few details such as:

when your account was created

deposit and withdrawal pyment method you used

which games you played and so on

Just a basics to make you feel more confortable. Kindly let me know how it went.

Good evening Radka!

I wanted to update with news but unfortunately, despite the chat they told me that today I would receive a call .. no call! I also came to meet them, saying they could call me at any time .. but nothing.

More and more disappointed with the customer support of this company, I think that even if they had to fix everything, I increasingly want to close the account and go somewhere else .. I had chosen them for the alleged seriousness.

I understand that I am not a very profitable customer for them but at this point they might as well close my account and give me the balance I have inside instead of going on with this little theater ..

I update the details, you're right, in the rush to write the post I forgot to provide important information:

The account was opened in December 2018

I have always deposited and withdrawn with Paypal, I have not reloaded since 2020 while this year I have withdrawn in May about 1000 euros in two tranches (500 at the beginning of May and 500 at the end of May), again with Paypal.

Until last year I mainly made sports bets, in 2020 and 2019 even of a "considerable" amount without ever any problem and occasionally even live casinos.

While this year I only played with the live casino (roulette and baccarat with the Playtech circuit), in addition to this, they occasionally gave me free spins on the slots, and I played them on the "Jurassic Island" slot.

Thank you so much for replying to my posts! You are more present than the Bet365 assistance .. and you do it for free!

I do not like where this is going, thank you for your update.

Every player should be handled with care and honesty, do not start to think that it's all good, if the amout of your deposits can somehow affect the way casino treats you - it's not.

I would like to think that casino with such a reputation is able to state up to its word.

Were you able to get some sort of explanation yesterday?

Anyway, the complaint is still possible, no presure for sure, just a kind reminder.

I wish I could help you more, still, thank you for your kind words!

Hi Radka, today is Wednesday .. they had to call me Monday and still nothing. Even today no calls.

I do not want to contact them again in chat for now because I do not want to be suffocating, but I have decided to give a deadline: if by Friday I do not receive further contacts then I will use your resolution center service .. hoping it will be of some use.

I'm trying to deal with the company in the kindest way I can, but unfortunately I feel like I'm talking to a wall ..

As always, thank you very much for your support and your words!

Hi Mass Effect (one of my favorites console games sagas form EA though 🙂)

Ok, it's Friday then.

I'm sory that being kind gets you nowhere, but I belive that it's not the end. Kindly prepare all matter-related emails, chat screenshots and whatever you find useful.

I will check on you tomorrow.

Have a calm day if possible.🤞

Hi Radka!

Delighted that you know Mass Effect! 🙂 My username comes from that game !! 😀 Did you complete them all?

I have "news" and hold on tight .. they are absurd .. if I were not the person concerned, I would even laugh.

They did not call me, but this morning I found an email from them asking me to send photos + statement of my card ending with * 4592 connected to my paypal account ..

Everything ok I would say .. but no! Because I don't have a card that ends with that number and so I rummage home to look for it .. maybe it was some expired card (luckily I always keep them) .. but I can't find anything!

Then the doubt arises: they are the last 4 digits of my phone number that appear in the paypal screen that I send in the first email, that of last week .. (and in the screen I sent it clearly says: "phone number +39 ******** 4592).

I am attaching a clipping of the screen, "numeriditelefon o" in Italian means "telephone number", "P rincipale C ellular e" means "Primary Mobile"

So I send an email in response explaining the misunderstanding and for completeness I send the photos (front and back) of my 4 cards connected to paypal + account statements + telephone bill + certificate of residence .. in practice I did all the work for him. . I went ahead also giving him more documentation to make it clear that I am the real user of the account .. I don't know what to do more.

For my peace of mind I connect to chat to reiterate the misunderstanding and ask if they have received the email .. and it becomes even more absurd: it's like interacting with a robot .. the girl in chat replies to me with the usual copy and paste phrases on what I have to send (photo card ending with * 4592 and the usual things) .. and I reiterate that I have no card ending with that number but that is my phone number and that they are confused .. that they exchanged for a card number on the paypal screen !!

The person in the chat replies in an annoyed way, with the usual copy and paste, tells me to rewrite in the email username, address and photo card ending in * 4592 ..

And I feel like I'm interacting with a person from Mars!

I am speechless for this company .. it is becoming a nightmare!

At this point I ask to be hired by them, I could help them do a better job for their customers as they exchange phone numbers for payment card numbers.

Now more than ever I'm willing to ask you for help because I don't know what to do anymore, it's all getting really funny!

Emails and screenshots etc. do i have to send them covering sensitive data? Where can I send them to you?

Greetings and you are allowed to laugh with me!

Hello (Commander Shepard🙂)!

(sure thing, all DLC finished, I even played the PVP parts. Well, it brings back those memories 🤯...)

To your not-so-funny problem, because I'm not laughing at all.

The verification is probably still running, or some sort of additional check, and now you have to prove the payment card that does not exist because it's probably a result of your mobile number being mistaken with your card number, is this the situation, please?

Well, kindly submit a complaint (please click this link), I'm sure you could use some help now.

Just copy and paste your previous posts posted in this thread so you don't have to write anything again, although some sort of summarization, should help - it all got quite complicated, I think 🙂 

Plus insert every email, chat communication - anything important and related, please. 

Hopefully, we'll be able to sort things out.

Hi Radka!

I just finished doing everything and submitted the complaint.

I was very verbose but I didn't want to leave anything to chance, so I apologize if I wrote a lot, but for my fuss I wanted to be as complete as possible, in this way you have all the elements to be able to work on the case. I rewrote everything trying to outline and "summarize" ..

I have created and attached 3 pdfs, where inside there are the emails I sent and received + an English translation that I hope will help you, so you don't have to translate from Italian, the second pdf contains the Paypal screens (including the first which I think has created confusion for the operator), and the third the chat .. in the latter unfortunately I was able to extrapolate a few sentences because the bet365 chat unfortunately if you close it you lose all the information .. so in a hurry I did in time to make only a few screens.

In addition to this I have added the error screen that Bet365 gives me when I try to login.

I think maybe I made a mistake in inserting the "Disputed amount", that is 1,315 euros when in reality (unfortunately) they are 1315 euros.

I hope I have been as comprehensive as possible and I apologize if the length of the post is exaggerated .. but thank you for your patience.

For any other clarification I am ready to answer, hoping that the situation can be unblocked!

It's all from Commander Shepard 🙂 Hope to be able to talk about Mass Effect and Sci-Fi in the future and in a more relaxed way 😀

Hi there, Commander!

I checked your cmplaint and I feel that all important parts are there.

Don't worry with the lenght, some case as more complicated and require proper explanation. 🙂

Anyway, I saw that Nick asked you a few more question, update him soon, please.

PS: there is a "off-topic" section especially made for such a nice sci-fi talks:

https://casino.guru/forum/general-discussion-1 🙂

Feel free to post there when you are relaxed enough. 👽