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For 5 years, I had deposit limits with this company bet365.com....

i often tried to raise the limits by email/livechat..... only to be told "it’s not responsible to raise them online, and I must telephone"....

in 2020, they allowed me to raise them by livechat..... resulting in large losses.

i have exhausted their complaints procedure, and have screenshots etc of them telling me, limits must be raised by phone call.

Dear dsdmbear2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any emails or screenshots showing that you have requested deposit limits? My email address is petronela.k@casino.guru.

Meanwhile please understand that since the whole incident took place two years ago and you requested to raise deposit limits yourself, it will be very difficult to confront the casino by arguing that it should have been done by phone, instead of live chat.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear dsdmbear2,

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.

Thank you.

please note I believe the limit was put in place by the casino... I requested to raise it many times..... each time I was told I must telephone them (each time this protected me and prevented me from raising it)..... then they broke their own rules by allowing it through live chat. I will forward any screenshots I have.

I understand better now, thank you for the explanation. Have you saved the live chat transcript that preceded the increase of deposit limits? When exactly were those limits lifted, please?

Thank you very much, dsdmbear2, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.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.  

Dear dsdmbear2,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear dsdmbear2,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru