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Dear Casino.guru,

I am writing to express my disappointment and frustration with my recent experience with bet365. Specifically, I am unhappy with their policy of not allowing me to withdraw my winnings to my Neteller account, and instead forcing me to withdraw via bank wire.

In the past, I have successfully used my Neteller account to deposit and withdraw funds from bet365. My Neteller account is linked to the same email and name as my bet365 account, so there should be no reason why I am now unable to withdraw to this account.

I live in Vietnam, where online betting is illegal, and as a result, banks in the country do not accept money from betting sites. This means that withdrawing my winnings via bank wire is not only inconvenient, but also poses a significant risk of my funds being frozen or confiscated.

Bet365's refusal to allow me to withdraw to Neteller has left me feeling frustrated and uncertain about the safety and security of my funds. I believe that customers like myself deserve more flexibility and choice when it comes to withdrawing our hard-earned winnings, especially when we have used the same payment method successfully in the past.

I urge you to take up this matter with bet365 and encourage them to reconsider their policy on withdrawal methods, particularly for customers in countries where online betting is illegal. I hope that bet365 will take steps to address this issue and improve their service for all customers.

Thank you for your attention to this matter.

Sincerely,

Dear lephamtuan977,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if there are any other payment methods (except for Neteller) that would be available and convenient for you?

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

Best regards,

Petronela

Hi petronela.

At the moment, my only option for withdrawing money is through Neteller. However, I would prefer to receive the money via a local bank. Unfortunately, no local banks in Vietnam accept money from betting sites. I discovered on a Reddit forum that some individuals were also compelled to use local banks for withdrawals. They were able to persuade Bet365 to allow them to withdraw money using a different method. But in my case, Neteller withdrawals are not supported

Due to the limited withdrawal methods available for Bet365 in Vietnam, including only Skrill, Neteller, and local bank transfers, and with my Skrill account being blocked and local banks not accepting withdrawals from betting sites, Neteller remains the only viable option for me to withdraw my funds.

Thank you very much, lephamtuan977, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Bet365 Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Dear lephamtuan977,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bet365 Casino representative to join this conversation and participate in resolving this complaint.

Dear Bet365 Casino,

Could you please state if it is possible to add an option for the player to withdraw via Neteller?

Thank you in advance for providing the information.

Kind regards,

Stefan

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’ which may negatively affect its rating.

Dear lephamtuan977,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (stefan.m@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Kindest regards,

Stefan