Bet365 Casino - A conta do jogador foi bloqueada.

The casino blocked access to my account with a very high amount, they didn't even give an explanation. I want to access the account and withdraw the available balance.

A cassino bloqueiou o acesso a minha conta com um montante bem alto , nem se quer deram explicações. Quero fazer o acesso a conta e o levantamento do saldo disponível.

Dear eduardastefany979,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I created my account on the 8th, made a deposit of 10,000 , played Bronco Spirit and live Baccarat. No type of bonus has been triggered!

Criei minha conta no dia 8 fiz um deposito de 10.000 , joguei em Bronco Spirit e Bacarat ao vivo. Nenhum tipo de bonus foi acionado !

Thank you very much, eduardastefany979, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Bet365 Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello eduardastefany979,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter. Just so you know, Bet365 Casino was not really much cooperative in resolving player complaints with us and has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

We would like to invite Bet365 Casino to join the conversation.

Dear Bet365 Casino,

Can you please provide more information on why the player's account is blocked?

And what are the procedures to be taken if the company continues to behave in this way?

E quais os procedimentos a serem tomados caso a empresa continue se comportando desta maneira ?

Dear eduardastefany979,

As it's mentioned in Bet365 casino's Complaints and Disputes Resolution procedure here:

"If you are not satisfied with our response, you can request an escalation which will be overseen by a member of our Customer Service Management team. This should be viewed as bet365’s final response.

If you are not in agreement with our final response you can refer your complaint to the eCommerce and Online Gaming Regulation and Assurance (eCOGRA) or via the Online Dispute Resolution (ODR) platform."

So you are free to submit a complaint there as well.

Another option is to submit a complaint to the Bet365 casino regulator.  I believe Bet365 falls under the MGA license for players from Brazil so you can contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and might have better options and tools to help players. Please let me know how the MGA responded (michal.k@casino.guru)

Unlocked the account and released 12,247 of the balance

Realizaram o desbloqueio da conta e a liberação de 12.247 do saldo

Dear eduardastefany979,

Do I understand correctly that Bet365 Casino has unblocked your account and paid you 12,247 from the balance?

That

Isso

Dear eduardastefany979,

I'm sorry, I don't understand. Is your account unblocked now? Has your issue been solved?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear eduardastefany979,

Can you please confirm if your issue has been solved?

not the exact value

Nao o valor exato

Dear eduardastefany979,

If I understand it correctly Bet365 Casino has unblocked your account and paid you 12,247, correct?

Did they explain to you why the rest of the funds were not paid? Are you able to access your account and play? Is the rest of your funds still in your account balance or has the casino voided them?

Dear eduardastefany979,

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.

Dear eduardastefany979,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal