Bet365 refuse payment of Sports Bet i Won

[camgirl]

Right Im gonna try to be fair and not taint Bet365 too much because I hope this could just be a in office personal error of judgement, and resolved easily here. This is the details of my ongoing dispute. About 3-4 Weeks ago my Bet365 account was locked after I won successive large amounts on some sports bets, the largest amount being from the photo attached here, leaving my account balance on £29,500. They requested my ID documents which I provided but wanted to see further information, like screenshots of how I funded money into my, original deposit method, Neteller. I sent this in and was then told they could not pay into my Neteller Account and would only pay into my Bank Account. I told them I would much prefer to be paid back into my Neteller Account, I do not like linking my online gambling to my Bank Account, so this is why i used Neteller to deposit in the first place. They refused, the manager called me saying the money will remain locked and my only options is to go to see a lawyer or call the police. My heart sank and I said 'No, I will send my Bank Statement, just pay me to my Bank' he then agreed and told me to send my Bank Statement in.

 

I decided to send a photo of myself actually holding a bank statement because they seem to be questioning my identity on the phone. I get a call from them 3 Days later saying 'I am not receiving my payout definitely' again stating my only option now is to call the police or get Legal help. They said reason being was, 'we believe a third party was involved on your account' This is not true nor relevant. I say relevant because here is how I have used my Bet365 account for the past Month or so before this dispute.. I placed many sport bet accumulators betting quite high stakes, these bets were sometimes mixed with golf and Darts selections, all sorts. I had many Casino Sessions playing BJ, Casino Hold Em and sometimes slots, again i was betting fairly high stakes. Throughout one day i must of staked about £4-5000 on card games inside the Casino section. My whole play over the Month was basically very high risk % chance to lose money not gain. Therefore how and why would a 'third party' use my account for such reasons and how isit I can explain every bet I placed in this time, it Sounds abit strange to me.

 

The most important fact of this dispute is the balance on my account is not related to a Bonus, its simply cash when i did this bet. What benefit or advantage could a 'third party' possibly gain playing casino games and sports betting without a bonus? Over the course of the month I did really well winning on some sports bets, on one particular accumulator it came down to the throw of a dart for me to win. I was depositing and withdrawing perfectly fine in this time before this dispute started. Maybe Bet365 have a winning limit they was allowing me or anyone to reach before they put a stop to it, fair enough but not like this, not refusing, and refusing is putting it lightly, to pay me my balance of £29,500. After a month of going back and fourth Bet365 are now refusing to respond to me, so now I'm trying everything I possibly can to help online and at social media before I have too spend fortunes on a legal battle. 

 

Has anyone here had a similar problem with Bet365? I will appreciate any opinions on this. Thanks

[cocopop3011]

First of all welcome to the forum Camgirl. I'm shocked that you being treated like this if I'm honest from a casino like Bet365! Being told to get a lawyer or phone the police really doesn't sound like the kind of service Bet365 would offer.

 

The reason they have given you for withholding your winnings is also extremely vague. It seems you have exhausted all of your options with direct contact as they aren't replying. I would now highly suggest you Submit a Complaint.

 

When you go to live chat and ask them what do they tell you exactly?

 

Were your winnings the result of a single deposit?

[Coolivert]

This is strange coming from such a big casino but hope you get your hard-earned money soon, Camgirl!

[camgirl]

Hello cocopop3011, thanks for the message.

 

I did try to submit a complaint here but as its Sports related and not Casino related, Ask gamblers unfortunately cant take my dispute on. The direct contact is still not working . When I go to live chat they send me the same robotic message 'There is no additional information to provide' so I ask back 'what information, can you tell me in writing if you will release my payment?' for which they reply again 'There is no additional information to provide'.

 

Why do you think they are refusing to put it into writing? Very odd. I was only told this on the phone and not by anything written. 

 

I was placing bets very often, winning and losing, depositing and withdrawing, Im not sure if this particular bet was from an instant deposit or used with a previous win. This bet i have posted was spread with selections from a 2 week period and my account was only locked the day of the final selection to take place. 

 

[ValDes]

Hello cocopop3011, thanks for the message.

 

I did try to submit a complaint here but as its Sports related and not Casino related, Ask gamblers unfortunately cant take my dispute on. The direct contact is still not working . When I go to live chat they send me the same robotic message 'There is no additional information to provide' so I ask back 'what information, can you tell me in writing if you will release my payment?' for which they reply again 'There is no additional information to provide'.

 

Why do you think they are refusing to put it into writing? Very odd. I was only told this on the phone and not by anything written. 

 

I was placing bets very often, winning and losing, depositing and withdrawing, Im not sure if this particular bet was from an instant deposit or used with a previous win. This bet i have posted was spread with selections from a 2 week period and my account was only locked the day of the final selection to take place. 

 

 

 

Yes, unfortunately AskGamblers Casino Complaints Service does not handle any other issues, but casino related ones. 

 

My advice is to contact Bet365 ADR /Alternative Dispute Resolution/ entity and submit a formal complaint with them. As far as I remember it was IBAS, but not sure, so you'd better check that with Bet365 website. The information should be listed on the bottom of their main page. Good luck.

 

Welcome to AskGamblers though.

[cocopop3011]

Hello cocopop3011, thanks for the message.

 

I did try to submit a complaint here but as its Sports related and not Casino related, Ask gamblers unfortunately cant take my dispute on. The direct contact is still not working . When I go to live chat they send me the same robotic message 'There is no additional information to provide' so I ask back 'what information, can you tell me in writing if you will release my payment?' for which they reply again 'There is no additional information to provide'.

 

Why do you think they are refusing to put it into writing? Very odd. I was only told this on the phone and not by anything written. 

 

I was placing bets very often, winning and losing, depositing and withdrawing, Im not sure if this particular bet was from an instant deposit or used with a previous win. This bet i have posted was spread with selections from a 2 week period and my account was only locked the day of the final selection to take place. 

 

 

 

Oh of course! Sorry Camgirl I clearly wasn't thinking when I wrote my reply to submit a complaint!

 

When it comes to this our admin Valdes really knows his stuff I suggest you follow his advice above and hopefully there you'll get some results.

 

Wish you luck with this, will you come back and keep us updated? Really hope you get your winnings, sorry there isn't any more I can do to help on this occasion.

[QueenofGames]

My oponion is, the first contact Bet365 again and then if necessary UK Gambling Comission. I had a similar problem with 4500 € at Bet365 sports, but in the end it turned out that the problem is not the company's decision, but individual employees ... attempt criminal activity, in short ...

[cocopop3011]

My oponion is, the first contact Bet365 again and then if necessary UK Gambling Comission. I had a similar problem with 4500 € at Bet365 sports, but in the end it turned out that the problem is not the company's decision, but individual employees ... attempt criminal activity, in short ...

 

 

Did you get your winnings in the end Queen?

[ValDes]

My oponion is, the first contact Bet365 again and then if necessary UK Gambling Comission. I had a similar problem with 4500 € at Bet365 sports, but in the end it turned out that the problem is not the company's decision, but individual employees ... attempt criminal activity, in short ...

 

What?! Individual Bet365 employees trying to deceive you?!

 

Sorry, but it just doesn't sound serious to me. Perhaps you could share a bit more with us and explain how did you reach to this conclusion. 

[cocopop3011]

What?! Individual Bet365 employees trying to deceive you?!

 

Sorry, but it just doesn't sound serious to me. Perhaps you could share a bit more with us and explain how did you reach to this conclusion. 

 

I'm actually shocked by both of these revelations about Bet365! Being told to call the police as mentioned in the first post just does not seem professional and certainly not something you'd expect to hear from an employee at Bet365! Such a huge, reputable company!

[ValDes]

I'm actually shocked by both of these revelations about Bet365! Being told to call the police as mentioned in the first post just does not seem professional and certainly not something you'd expect to hear from an employee at Bet365! Such a huge, reputable company!

 

Indeed, shocking to say the least!  

 

I just cannot believe that any representative of such a reputable company could ever afford doing or saying something like this... 

[QueenofGames]

And I also was shocked  Later it all done. Since then, I regularly make deposits at Bet365 and withdraw money 

[cocopop3011]

And I also was shocked  Later it all done. Since then, I regularly make deposits at Bet365 and withdraw money 

 

Ahh okay, so your problem was resolved! That sounds a lot more like it.

 

I only hope Camgirl gets the same outcome with her winnings.

[camgirl]

My oponion is, the first contact Bet365 again and then if necessary UK Gambling Comission. I had a similar problem with 4500 € at Bet365 sports, but in the end it turned out that the problem is not the company's decision, but individual employees ... attempt criminal activity, in short ...

 

Hello QueenofGames your response is very interesting to me, I also do believe this is down to just a few people at Bet365. Its weird because I was dealing with a certain guy who after telling me I was not being paid i fount out the next day he had gone on holiday, they told me this because i asked to speak to him directly...

 

I'm happy you eventually got paid, so did the gambling commission help you?

 

Its hard to believe Bet365 need to do this to anyone because they are so popular and very successful. I reckon they need a staff revamp in the department which is handling my account and also the live chat support guys offer no ability to help throughout the 100+ times I have spoke to them.

[cocopop3011]

Hello QueenofGames your response is very interesting to me, I also do believe this is down to just a few people at Bet365. Its weird because I was dealing with a certain guy who after telling me I was not being paid i fount out the next day he had gone on holiday, they told me this because i asked to speak to him directly...

 

I'm happy you eventually got paid, so did the gambling commission help you?

 

Its hard to believe Bet365 need to do this to anyone because they are so popular and very successful. I reckon they need a staff revamp in the department which is handling my account and also the live chat support guys offer no ability to help throughout the 100+ times I have spoke to them.

 

Have you submitted a case to the commission now camgirl?

[camgirl]

Hello I wrote to them about a week ago but Ive had no confirmation or any response back.

[camgirl]

I just spoke to Live Chat on Bet365 and this is the response...

 

Michael N One moment please.

Michael N I will be right with you

Michael N Thank you for waiting.

Michael N Unfortunately I will not be able to provide you with any further information at this time.

Michael N I apologise for any inconvenience.

Michael N Thank you for contacting bet365 Live Chat today.

 

 

Why would Livechat not be able to tell me any infortmation? Tell me something, anything, tell me Im not being paid because ................

 

This is driving me mad.

32 Days and counting.

[cocopop3011]

 

I just spoke to Live Chat on Bet365 and this is the response...

 

Michael N One moment please.

Michael N I will be right with you

Michael N Thank you for waiting.

Michael N Unfortunately I will not be able to provide you with any further information at this time.

Michael N I apologise for any inconvenience.

Michael N Thank you for contacting bet365 Live Chat today.

 

 

Why would Livechat not be able to tell me infortmation? Tell me something, tell me Im not being paid because ................

 

This is driving me mad.

32 Days and counting.

 

 

It sounds crazy I have to admit, I can't see why they can't give you any information! Do they know you have opened a case with the commission?

 

You also need to be careful discussing this in the forum now camgirl, since you have opened a case with the commission I don't think they like you discussing the matter in any forum whilst the case is pending. You can check this on their website though.

[camgirl]

Hello the commision have not responded to me and tbh I have no hope they will help after doing research online.

 

My ideas are running thin now, perhaps I will try to get some News outlets to run my story, this is a crime at the end of the day!

 

My last resort is the small claims Court system but atm im trying to get money together for the Legal Fees. This dispute has left me short in money.

33 Days and counting.

[ValDes]

Hello the commision have not responded to me and tbh I have no hope they will help after doing research online.

 

...

 

How come?! Are you saying that the United Kingdom Gambling Commission did not even bother replying to a formal complaint you posted with them? This is shocking to say the least and I simply cannot believe that...

[camgirl]

How come?! Are you saying that the United Kingdom Gambling Commission did not even bother replying to a formal complaint you posted with them? This is shocking to say the least and I simply cannot believe that..

 

It is shocking and I hope not but it has been like 10 days without reply. This is quite an important matter I would of thought, but Bet365 can do what they want it seems.

[cocopop3011]

It is shocking and I hope not but it has been like 10 days without reply. This is quite an important matter I would of thought, but Bet365 can do what they want it seems.

 

Have you had an acknowledgement from the UKGC?

[camgirl]

No, not even a confirmation for my complaint. I read online the same thing from many others who had disputes with Online Casinos here in the UK. 

[cocopop3011]

No, not even a confirmation for my complaint. I read online the same thing from many others who had disputes with Online Casinos here in the UK. 

 

I'm from the UK too and I am very shocked to hear this actually! Remind me when you submitted the complaint to them?

 

P.s Out of interest where in the UK are you from?

[camgirl]

Its over 2 weeks since I submitted the complaint.

 

I'm from London.