bet365 Casino - Hráčský účet byl po výhře uzavřen.

So i deposited 400 euros in my bet365 account to go play some poker. I was winning and within 2 hours i turned the 400 into 1300+ euros. I went on to withdraw the money and around 2 hours later i received an email from bet365 saying that ''their poker network discovered cooperative play on my account'', which is not accurate at all!They froze my account,cancelled my withdrawals and they asked for an explanation about what had happened, which i happily told them ,that i was playing poker casually and i didnt know what was their issue. They thanked me for their response and informed me that my explanation was forwarded to the according department. After 15-20 days of no catch up from their part i try to log in on my account and i am finally able to log in. To my surprise i see my balance at 69.48 euros and my withdrawals of 1300+euro cancelled. I dont know what to do, i havent broken any of their term or condition. I never transfered money from or to my account as they said! This is daylight robbery,they come up with something random just because i won a big amount of money. Please help me solve this issue and make sure to contact me if you think that i could be of use!

Dear yiannismns,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the explanation you sent to the casino after they informed you about the investigation of your gameplay? My email address is veronika.l@casino.guru.

Since you are now able to log into your account, has the casino sent you any results of their investigation?

When was the last time the casino communicated with you?

Could you kindly specify if you passed the full KYC verification?

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

Best regards

Veronika

Hello and thank you for your time ,

I will forward the email to you even thought its written in greek(I put a picture here that is automatically translated in english). No the casino didnt come up to me with an explanation of why was my balanced deducated to 69 euro nor had they sent me results of the investigation. Also yes, the account is fully KYC verified, i have had it for over a year and half!

Dear yiannisimns,

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. Therefore, 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.

I would recommend you complete the casino dispute and complaints process outlined here:

https://help.bet365.com/en/complaints-procedure by contacting eCogra and if not successful, Malta Gaming Authority

Feel free to take advantage of our resources on the topic:

https://casino.guru/licensing-authorities/malta-license Malta gaming authority introduction and contact information

https://casino.guru/submitting-complaints-to-regulators Our guide on how to proceed when contacting regulators with a complaint.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

Best regards

Veronika