Unbelievable deception by bet365 - Confirmed logs from Pragmatic that "disappeared"

Hello everyone. I want to share a case that has left me speechless with bet365.

While the provider (Pragmatic Play) confirmed to me in writing on 14/03 that it had properly sent my session logs to the company, bet365 officially claimed to the Authorities on 30/03 that "there are no files either on them or on the provider".

We are talking about clear data concealment. I have uploaded the screenshots with the dates that expose them on X (Twitter) and the issue has already taken on large dimensions (over 1,500 views). I am also preparing to upload handwritten logs that they had sent me in the past, which prove that they had access to the data that they now say is "missing".

See the contradiction here and tell me what you think: https://x.com/i/status/2038687164418896055

Be careful because if they do it to me, they can do it to anyone.

Could you please explain what happened?

I actually failed to understand what the issue is, you know. 🤷‍♀️

The account was forcibly closed just 5 hours after registration (01/02), while I was in the process of a prepaid Bonus Buy. The interruption occurred on the 4th round, preventing the completion of a session with significant profits (Multiplier ×19).

HIDDEN DATA (LOGS): After pressure from complaints, the company was forced to share the Round ID with me. However, they stubbornly refuse to provide the official Raw Game Log, falsely claiming that it is not available.

OFFICIAL MANUFACTURER CONFIRMATION (14/03): Contrary to bet365's claims, I have written confirmation from Pragmatic Play's DPO that the full Raw Logs have been retrieved and officially transmitted to the company since 14/03.

PASSPORT EXTRACTION: They rejected the legal New Identity and forced me to spend €80 for a passport as the only condition for the existing balance to be returned to me, refusing to include the profits of the prepaid purchase.

IMPORTANT UPDATE: After the publicity my topic received on Twitter (it has already exceeded 2,000 views), bet365 was caught lying in writing and with proof!

While they officially stated to the EEEP that "there are no records" for my session, at the same time they sent me an email with HANDWRITTEN logs for 4 specific rounds and offered me €40 in "compensation" to close the case!

How can they have handwritten evidence if "there are no logs"? It's clear that they have full access to the data and are selectively hiding only the big winning rounds. I've uploaded the translated receipts and emails in my new pinned tweet. Check it out here:

https://x.com/i/status/2039626056185851954

I see. So, in simple words, for everyone to understand, the casino has confiscated your balance while still playing with the bonus. Right?

As it looks pretty complicated, in my opinion, the complaint team could investigate the whole situation if you wish.

All you need to do is file a complaint and explain what happened in detail. Then we'll try to get in touch with the casino and hopefully find the solution to all this.

Here is the link for you if you decide to do so. Let us know your decision, please.

Hello karkost,

Can you tell me which BET365 site you played on?

I work for/at Bet365 and could perhaps check what my colleagues have.

Greetings

Good evening. www.bet365.gr

I have already filed a complaint with casinoguru and all correspondence can be translated into English and sent to casinoguru management. Unfortunately, all correspondence shows how they are making fun of me and how they play with words by correcting them when they understand that they cannot confuse me.

Thank you

Hello karkost13

Okay, I see now that you played on www.bet365.gr, according to your answer.

Unfortunately, I can't help you with that; I'm only responsible for the DA-CH region.

I hope that our colleagues in Greece can help them as soon as possible and resolve this matter.

It is disappointing that bet365 is citing "different departments" when it comes to reliability and GDPR issues. Whether it is DA-CH or Greece, sending "handwritten notes" instead of official Raw Logs, hurts the credibility of the entire company worldwide.

It is at least unacceptable that the DPO of the manufacturer (Pragmatic Play) confirms in writing the sending of the files, while bet365 claims "loss" for not returning winnings of a session that was violently interrupted. Some of the evidence of fraud and technical confession is already public on Twitter (X) on the kostkar13 profile for anyone who wants to see the truth. I await the consideration of my complaint by the CasinoGuru management and the decision of the Authorities

Hello karkost13

I understand your frustration, and I can fully empathize with it.

And yes, we have different departments, because in Germany, for example, the regulations are even stricter than in other EU countries.

I hope for a successful decision for you.

Thank you for your implicit admission that my case needs to be justified. However, it is worrying to officially learn that bet365's policy varies from country to country and is not always in line with player rights and European legislation on GDPR and RNG integrity.

If in Greece the concealment of Raw Logs and the use of "handwritten notes" is allowed, while in Germany it is not, then we are talking about systemic discrimination against Greek players. I hold your wish for a "successful decision" as a confession that my evidence is irrefutable. The rest is up to the CasinoGuru management and the Authorities.

I clarify that the Greek legislation (EEEP) and the European GDPR are very strict and UNIFORM for the entire EU. The fact that bet365 in Greece chooses to ignore them, sending "manuscripts" instead of Raw Logs, is a clear violation of my rights and the case is already under official investigation by the competent Data Protection Authorities and Regulatory Authorities. I await CasinoGuru's decision and the official conclusion.