Bet365 Casino - 選手の退会が遅れました。

So the worst experience I've ever had, they disappeared with my withdrawal, I've made several withdrawals to the same bank, never had a problem, on the 19th I made 4 withdrawals of 50, canceled 3 and left 1 withdrawal of 50 to fall, and before that of 50 I made a 56, this one also canceled and refunded at the same time, and then I made a 100 one, the 100 one fell at the same time, now the 50 one disappeared, never appeared again, I've contacted them several times I'm waiting 3 hours in the chat live and when they answer me they turn off the chat in your face out of nowhere, they even said that this withdrawal is missing but no. and this withdrawal never went to my account, and they don't want my money account, they cancel the chat and leave me talking alone, I have several prints to prove they are trying to steal from me, they can only.

Então pior experiência que já tive , eles sumiram com meu saque já fiz diversos saques pro mesmo banco nunca deu problema , no dia 19 fiz 4 saques de 50 , cancelei 3 e deixei 1 saque de 50 para cair , e antes desse de 50 fiz um de 56, esse também cancelaram e estornou na mesma hora, e depois fiz um de 100 , o de 100 caiu na mesma hora já esse de 50 sumiu, nunca mais apareceu , já entrei em contato com eles várias vezes fico 3 horas esperando no chat ao vivo e quando me respondem eles desligam o chat na sua cara do nada , eles mesmo já falou que falta esse saque mais não.sabem onde está o saque, já tirei extrato de conta já fiz tudo pra provar , já entrei em contato com banco e esse saque nunca foi e viado a minha conta, e não querem da conta do meu dinheiros eles cancelam o chat e me deixa falndo sozinha,tenho diversos prints pra provar eles tão tentando me roubar só pode.

Dear Francyele2637473,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Boy, not even they fo chat know where my withdrawal is, they don't know if it was approved and they don't even know why the other withdrawal was reversed, and in fact they turn off the chat in my face, I'm tired of waiting

Moço nem eles fo chat sabe onde está meu saque não sabem se aprovou e nem sabe o motivo do outro saque ter estornado, e aliás desligam o chat na minha cara, to cansada de esperar

And I've seen it take 5 days now longer than that no

E eu já vi demorar 5 dias agora mais do que isso não

I fully understand your frustration, Francyele2637473. However, I will set the timer for additional 5 days allowing to casino two full weeks to process the payment and if there’s no development by Tuesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

I'm still waiting

Ainda estou aguardando

Thank you very much, Francyele2637473, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Ok

Hello Francyele2637473

I'm Michal and I have taken over your complaint. I have reviewed your case and would like you to confirm how many successful withdrawals you had? Did you receive any explanation from the casino why some of those withdrawals have been canceled?

I will contact the casino to see if I can help. We would like to invite Bet365 Casino to join the conversation.

Dear Bet365 Casino,

Can you please provide information regarding the player's canceled withdrawals?

I had 2 successful ones, I didn't receive any explanation they sent me to contact my bank, I contacted them and they said I had nothing to enter my account

Tive 2 bem sucedidos ,não recebi explicação nenhuma mandaram eu entra em contato com meu banco , entrei em contato e falaram que não tinha nada a entrar em minha conta

And the bet attendants even said that this withdrawal of 50 was missing and it never made it to the account

E os atendentes da bet mesmo falou que faltava esse saque de 50 e ele nunca caiu na conta

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

damn on

Caramba em

Dear Francyele2637473

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue were unsuccessful. There is not much that can be done now without the casino's cooperation.

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.

If the casino decides to react, we will reopen the complaint and you will be notified by email. I believe bet365 falls under the MGA license for players from Brazil so in the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know how the MGA responded (michal.k@casino.guru)

We wish we could be of more help.

Best Regards

Michal

The casino can reopen this complaint to resolve it anytime.