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Hello

User : ism***

I clearly stated in a message in May, after I was in shock from consecutive betting losses, that they manipulate bets and results with the support representative, Victoria H. I informed you that I gambled with debt money and that gambling caused me significant problems. However, they tell you to wait and give us some time, which is just a series of evasions. My account wasn't closed; it was only closed at the end of September after I expressed my intention to end my life. They should have closed it in May after I informed them about gambling with debt money and how it caused me problems. But their goal is only to make a profit and ignore the laws of the United Kingdom.

I am filing a complaint with the aim of recovering the money I lost due to my excessive gambling addiction. Firstly, my compulsive gambling addiction was exploited by the casino. As evidence, I have attached screenshots of my account for the month of June, during which I lost $21,350.66. The website took no action and did not send any warnings about the losses I incurred. Instead, it seemed that you were trying to capitalize on my losses. 

I will attach conversations via email to prevent my identification by individuals.

Hello ISMO8656,

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 what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Thank you, sir, but I did not ask for exclusion. But the support site denies the matter because in the month of May I spoke with them through the gambling support official, Mrs. Victoria H, and I clearly told her in messages that I gamble with debt money and that my gambling caused me problems. They clearly had to close my account immediately.

But they ignored the matter and told me to give 5 minutes while we talked to the official. But in the end, my account was not closed, but it was closed until the end of September after I told them about ruining my life.

Legally, sir, I am asking BET365 to Refund the deposits that I lost after 5/11- close Account because he had to close my account. But they ignored the laws that emphasize this. When it comes to protecting players, the site will make every effort to protect against addiction

I sent you an email, sir ismailfi****hki@gmail.com

Dear ISMO8656,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for Bet365 Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Bet365 Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.