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I have been using the services of bet365 for about 20 years. During that time, I have had 3 accounts with them because of legislative and licensing changes that led to them opening, closing, and reopening their operations in Bulgaria. The old accounts were not transferred, and according to their instructions, users had to open new ones.

In 2020, I had an unpleasant incident - my current account was blocked, and their support responded quite rudely, telling me to withdraw my balance and leave. Due to the mentioned old accounts, someone expressed doubts about multi-accounting. In the subsequent correspondence, we clarified the issue, and my account was restored.

About 2 months ago, they introduced, I quote, "an additional layer of protection." In order to place bets, users are required to:

Install the bet365 authenticator app on their mobile phone, available at https://www.bet365authenticator.com.

Allow the app to determine their exact location.

Allow the browser on their computer access to their location.

Log into their accounts and scan the QR code that appears when attempting to place a bet using their phone.

I downloaded the app, but it turned out to be in conflict with the security system of my phone, and its installation was impossible without additional intervention. I decided not to take any risks and refrained from using this app. I simply waited for a month or two to see if this access system would change. I logged into my account just to check, without placing any bets or withdrawing my balance.

A few days ago, after consulting with a specialist, I disabled the security on my phone and installed the app. I managed to verify my location. However, in the meantime, I was asked for my personal number, ID card, and a selfie with the ID card in succession. I provided all of that.

I received 2 letters with conflicting content - the first stating that my account was fully verified, and then another one stating that the photos are being reviewed and to expect confirmation.

On Saturday, I found that I couldn't access my account. I spoke to the live chat, where they told me that my account had been closed due to "negative verification checks." I am the real owner of this account, I have provided real documents, and I can meet any other verification requirements - a video clip, phone conversation, or any messenger communication, etc. I exchanged another email with their support, expressing my arguments. Their response was that my account will remain closed, and I should contact them to request the withdrawal of my balance.

Since I have exhausted the dialogue with the bookmaker, I am turning to the Casino Guru team, requesting assistance in overcoming the verification issue with my account.

Hello Bestbets,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bet365 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when was the last time you fully verified your casino account? Since when exactly is your account blocked? Did you also have any real money balance left there? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick!

Thanks for the quick handling of my complaint. Following your questions, I clarify:

The last time there was a full verification of my account was on 06/15/2020.

My account was blocked on 06/17/2023 with the reason "negative verification checks."

Yes, I have a remaining balance there in the amount of BGN 422.99 (approximately €216.27).

I had several dialogues with the casino (in live chat and through letters), the last one was on 18.06.2023. I was trying to explain to them that I am a real person who provided real documents and that they are wrong in their decision to close my account due to "negative verification checks.". They said they understood my displeasure, but things would stay this way. I can send you the complete correspondence on the case to the e-mail you specified.

When I thought that my dialogue with the casino was exhausted, yesterday afternoon I filled out the present complaint. But I must also note a new circumstance that arose after I had already sent the complaint. I received a new letter from bet365 saying that as per the regulator's requirement the account needs to be fully verified in order to be paid the remaining balance. They asked me to send them an additional document - an international passport or driver's license. Yes, I sent a photo of my passport, I even sent 2 to make sure it was readable. As of Monday afternoon, there is still no confirmation or any other update on the case.

Kind Regards,

Bestbets

Hello Bestbets,

If the casino requested new documents from you, I can only recommend to wait as the verification may take up to 14 days. If you did forward them everything, it should be only a matter of time before the issue would be resolved.

In meanwhile, please forward the communication between you and the casino regarding this case to nikolas.b@casino.guru.

Dear Bestbets,

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.

Dear Nick,

As per your first recommendation, I decided to wait the 14 days it sometimes takes for the verification process. I have waited even longer - today is already 16 days since I sent the last requested document and I have had no response from bet365.

A few days ago, I sent you all the correspondence on the case to the indicated e-mail. I believe you have received and reviewed these files.

If necessary, I can provide any other documents, make a video clip or visit the bet365 office in Sofia in person.

Kind Regards,

Bestbets

Thank you Bestbets for all the information provided so far. As the verification takes longer than it should, without any response from the casino, your case will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Bestbets for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bet365 Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and if we can do anything to help restore their account.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Bulgarian Gaming Authority (https://nra.bg/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter