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Hello, I have been playing on Bet365 for many years, and when things weren't going well, I used the self-exclusion feature, which is a method available at all betting sites. I used it like many others. The situation is that after using it, I came back to play, and things did not go well for me again, so I used it once more. When I decided to return, I received a message saying that my account had been permanently closed due to using the self-exclusion option twice, according to them. Of course, this is the site I like the most because it has the most markets. If you could do something about it, I would be very grateful. Thank you.

Buenas , llevo muchos años jugando en bet365 y cuando no iba las cosas bien utilizaba la autoexclusion q es un metodo que hay en todas las casas de apuestas y asi lo hago como mucha gente , el caso es q la utilice y cuando termine volvi a jugar la cosa no me fue bn y volvi a usarla , cuando decidi volver me llego un mensaje q me habian cerrado la cuenta permanentemente por usarla dos veces segun ellos y claro es la pagina q mas me gusta porq es la q tiene mas mercados , si ustedes pudierais hacer algo os estaria muy agradecido, gracias

Dear Sergio_mzg,

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 clarify the reason for opting for self-exclusion?
• How much time elapsed after you closed your account for the first time before reopening it?
• Do I understand correctly you currently don't have access to your casino account?

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, the reason is that when I lose several bets I decide to exclude myself from that and the betting houses where I play because it is a measure that they have and I thought I could use it, I used it for 6 months because I was in a job where I was going to spend several months working 12 hours and I wanted to dedicate myself to it and save, when the 6 months passed I started playing again, I lost the bets again and I thought about putting in another month, and that is why they say that they have permanently closed my account without warning and without me doing anything illegal, I hope you can help me, thank you very much

Buenas , el motivo es q cuando pierdo varias apuestas decido autoexcluirme de esa y de las casas de apuestas donde juego porq es una medida q tienen y creia q podia utilizarla , la utilice 6 meses porq estaba en un trabajo donde me iba a llevar vario meses echando 12 horas y me queria dedicar a ello y ahorrar , cuando paso lo 6 meses volvi a jugar , volvi a perder las apuestas y pense en ponerme un mes mas , y por eso dicen q me han cerrado la cuenta permanentemente sin avisar y sin hacer yo nada ilegal , espero q me ayudeis , muchas gracias

Thank you for your reply, Sergio_mzg. Unfortunately, I am not sure what help you expect from us. Could you please clarify how we can assist? Has the casino retained any funds from you? Do you want to ask the casino for a refund? Or do you want to reopen your account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

The only help I want from you is that you can remove my permanent self-exclusion.

La unica ayuda que quiero de vosotros es q puedan quitarme la autoexclusion permanente

Well, if that is the case, I am afraid I don't have good news for you. Please understand, that we can’t penalize the casino for closing and not reopening your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Could you please advise if any funds are being held by the casino in your closed account? If the casino paid out all the winnings and/or no active balance has been withheld, I’m afraid, there’s not much we can do for you. Thank you for your understanding.

Dear Sergio_mzg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.