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Hello,

Thank you for your response. I truly appreciate the opportunity to speak with someone about this issue.

I deposited approximately $95,000 into Bet365 as a vulnerable customer. It’s evident that if someone deposits over $10,000 within a short period, it should raise serious concerns — yet Bet365 failed to identify any red flags. My deposit levels escalated to an alarming rate without any intervention.

I reached out to Bet365's Responsible Gaming Committee, questioning why I was never subjected to an AML (Anti-Money Laundering) check or CDD (Customer Due Diligence). Their response was that they "provided raising no concern," despite never interacting with me during my gambling spree.

I’ve reviewed the guidelines from both the Gibraltar Gaming Commission and the Gambling Commission, both of which clearly state that AML and CDD procedures should be automatically triggered once deposits exceed certain thresholds. Bet365 did not follow these protocols. Their own policy also outlines that they conduct proof of income checks to support customers, yet this was never done in my case.

In fact, Bet365 personnel have acknowledged the extent of my deposits, admitting that it caused me harm and offering an apology. However, when I repeatedly asked for clarification on the specific deposit thresholds that would trigger a review, they refused to provide that information.

I feel neglected and mistreated by Bet365 — there was no concern or investigation from their side. I am now seeking compensation for their negligence, as they failed to follow both their own policies and the regulatory requirements designed to protect vulnerable players.

I’m gathering as much evidence as possible, and I have substantial information regarding Bet365's lack of action. Please don’t hesitate to reach out if you would like me to share more details about their misconduct.

Currently, my case is being reviewed by the management team of bet365 and the Gibraltar gaming commission is on the case aswell.

Thank you again.

Dear Dominikg,

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.

• Have you informed the casino at any point regarding having gambling issues?
• Is your account currently blocked for deposits and play?
• Could you please provide a more detailed timeline of events?
• Could you please explain what the disputed amount of 60000 CAD represents in this situation?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

1. Yes, I have regarded this multiple times.
2. As of now its blocked and not able to access it
3. On February 13, I had a really bad deposit level on bet365 that accounted for massive amount. This all led up to February 14. They would close and self exclude the account on February 18. Not once did they look at the deposit levels to conduct any AML or Financial check to insure that the gambling was conducted at a manageable level. It even states in there policies that they will conduct a financial check on customers to ensure that the player is able to gamble within their means. Bet365 never conducted these checks when I was at my most vulnerable state. The Gibraltar gaming Commission also states that There must be aml checks done on customers once they break a curtain gambling threshold. That threshold seems to be $2500-$3500). I have email proof of them stating that they never asked me for financial checks as they didnt see a reason to do so.
4. The 60000 is the net Deposit amount
5. I will send the messages via email

I just want to state that I was at my most vulnerable state during this time and bet365 overlooked this.

When I first contacted bet365 to ask questions, they would denounce any wrong doing and even recognizing that this has caused financial harm. It wasn't until I pushed back with proof of negligence and customer due diligence policies where they finally sent this situation into review by their management team. I have also emailed The Gibraltar Gaming Commission about this issue and told me that they have requested information from bet365 about this issue.

Thanks for the email.

I went over the evidence you provided.

• Could you please advise when you informed the casino about our gambling problems? Would you be able to provide proof of this?
• According to the casino's response to you, your account was 'proactively closed'
• Could you please explain the timeline of these events more closely as best as you remember?

Thanks in advance for your reply.

Dear Dominikg,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.