bet365 Casino - La cuenta del jugador está cerrada.

I opened an account here and it was immediately freezed. When I contacted support they told me it could’ve been a mistake in the account creation process or a visual bug and to try again. When I tried again I was blocked as my personal info is still on the site. I would greatly appreciate adequate help with my account.

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Hello,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello, my general focus is for slots and live casino. Regarding the question if I have passed KYC verification and how much winnings I have accumulated the situation is different than what you think it is - I did not have the chance at both as my account was freezed immediately on signup, I did not even have the chance to look around. Also sadly since the live support works that way, I cannot screenshot the conversations as they are deleted after the chat is closed and I havent kept track of them.

Hello Toqonq,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, was there any remaining balance in your account at the moment you lost access?

Thank you for your patience and cooperation.

Hello, as I said I do not have the communication as it was all in the live support chat which deletes itself after its closed. There was no balance in the account since I could never access it.

Dear Player, thank you for clarifying the situation. Please note that we can’t penalize the casino for closing your account. Casinos, in general, have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities, or for no reason at all, as long as no real-money balance is withheld.

Since you have confirmed that there was no outstanding balance prior to the closure, we regret to inform you that we are unable to provide further assistance with this complaint.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.