Lucknrolla
Market Sharp
- Joined
- May 10, 2016
- Messages
- 1
- Reaction score
- 0
- Points
- 1
Hello all!
I’d like to tell you about my problem situation with bookmaker bet365. I’ll be very grateful for your advices, what to do in this situation. Maybe someone has already encountered this problem and succeeded in solving it?
I registered my account in bet365 January 17, 2016. I made a few bets and made a withdrawal. After that my account with a good amount of money was blocked without any explanation from bet365 (January 21, 2016).
When I asked about this situation bet365 in the support chat, they said that my account was suspended and asked to send them:
- photo of my main and alternative document;
- copies of my main and alternative document which needed to also be certified by a notary public.
After I sent them photos, bookmaker asked to provide them:
- unique postal verification code.
Bet365 said that they sent this document – PVC (postal verification code) – when I made my account (please remember – I made it January 17, 2015). For now I didn’t receive any letter from them. I asked bet365, when exactly they sent a letter, any proof of sending, a name of the post service, a tracking number – anything. They didn’t tell me any information – sometimes they pretended that they didn’t understand my question (as an answer, they sent me their post address, I don’t know why), sometimes they said that they already sent me another letter. As an alternative, I offered to provide a certificate from police about my address – and received this answer from bet365:
“Unfortunately the documentation that you have suggested will not be sufficient in the verification of your account.”
Copies of my main and alternative document which needed to also be certified by a notary public were sent via DHL. I specially chosen this expensive post service, because I wanted to be sure that my documents will be delivered. DHL confirmed that all the documents were received by the employee of bet365 Mr. J. Brereton February 08, 2016 to Bet365 – this information is displayed on official site of DHL, and also I personally called to DHL – they also confirmed the delivery. I didn’t receive any information from Bet365 about the delivery, so I contacted them February 20, 2016 with this question. From this date Bet365 started to tell that they didn’t receive any documents – even when I sent them a screenshot from official site of DHL + DHL receipt with tracking number.
Bet365 denied the delivery from February 20, 2016 till April 19, 2016 (!!!), when I sent them DHL PoD (Proof of delivery). After about 5 hours (!!!) I received an answer from Bet365:
”Dear Mr XXXXXXX,
Thank you for your email in regards to your account.
I have reviewed this for you, and I can see that you have now provided all requested documents to us.
However, before we can proceed we will also need you to confirm the PVC code that would have been sent in a letter to you when you activated the account. This would have been sent to your registered address, and you should have received this within 28 days of your account being active.
Once you have confirmed this, we can then advise you further on your account.”
As you can see,
- bet365 accepted my deposit, accepted my bets;
- bet365 blocked my account as soon as I wanted to make a withdrawal;
- bet365 pretended that they didn’t receive my documents as long as I did not provide a conclusive evidence;
- bet365 required to provide a letter which “was sent” to me, at the same time they can’t provide any evidence that they ever sent this letter, and they rejected any alternative ways to confirm my address.
I think you will agree that this behavior of the bookmaker may indicate only one – this bookmaker doesn’t plan to pay me.
Please advise, what can I do in this situation? I already sent complaints to IBAS, Gibraltar government, UK gambling commission, European Commission’s online dispute resolution. Thank you all in advance!
I’d like to tell you about my problem situation with bookmaker bet365. I’ll be very grateful for your advices, what to do in this situation. Maybe someone has already encountered this problem and succeeded in solving it?
I registered my account in bet365 January 17, 2016. I made a few bets and made a withdrawal. After that my account with a good amount of money was blocked without any explanation from bet365 (January 21, 2016).
When I asked about this situation bet365 in the support chat, they said that my account was suspended and asked to send them:
- photo of my main and alternative document;
- copies of my main and alternative document which needed to also be certified by a notary public.
After I sent them photos, bookmaker asked to provide them:
- unique postal verification code.
Bet365 said that they sent this document – PVC (postal verification code) – when I made my account (please remember – I made it January 17, 2015). For now I didn’t receive any letter from them. I asked bet365, when exactly they sent a letter, any proof of sending, a name of the post service, a tracking number – anything. They didn’t tell me any information – sometimes they pretended that they didn’t understand my question (as an answer, they sent me their post address, I don’t know why), sometimes they said that they already sent me another letter. As an alternative, I offered to provide a certificate from police about my address – and received this answer from bet365:
“Unfortunately the documentation that you have suggested will not be sufficient in the verification of your account.”
Copies of my main and alternative document which needed to also be certified by a notary public were sent via DHL. I specially chosen this expensive post service, because I wanted to be sure that my documents will be delivered. DHL confirmed that all the documents were received by the employee of bet365 Mr. J. Brereton February 08, 2016 to Bet365 – this information is displayed on official site of DHL, and also I personally called to DHL – they also confirmed the delivery. I didn’t receive any information from Bet365 about the delivery, so I contacted them February 20, 2016 with this question. From this date Bet365 started to tell that they didn’t receive any documents – even when I sent them a screenshot from official site of DHL + DHL receipt with tracking number.
Bet365 denied the delivery from February 20, 2016 till April 19, 2016 (!!!), when I sent them DHL PoD (Proof of delivery). After about 5 hours (!!!) I received an answer from Bet365:
”Dear Mr XXXXXXX,
Thank you for your email in regards to your account.
I have reviewed this for you, and I can see that you have now provided all requested documents to us.
However, before we can proceed we will also need you to confirm the PVC code that would have been sent in a letter to you when you activated the account. This would have been sent to your registered address, and you should have received this within 28 days of your account being active.
Once you have confirmed this, we can then advise you further on your account.”
As you can see,
- bet365 accepted my deposit, accepted my bets;
- bet365 blocked my account as soon as I wanted to make a withdrawal;
- bet365 pretended that they didn’t receive my documents as long as I did not provide a conclusive evidence;
- bet365 required to provide a letter which “was sent” to me, at the same time they can’t provide any evidence that they ever sent this letter, and they rejected any alternative ways to confirm my address.
I think you will agree that this behavior of the bookmaker may indicate only one – this bookmaker doesn’t plan to pay me.
Please advise, what can I do in this situation? I already sent complaints to IBAS, Gibraltar government, UK gambling commission, European Commission’s online dispute resolution. Thank you all in advance!
