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I am writing to formally dispute the recent suspension of my Bet365 account and the withholding of funds I deposited. I deposited $1,400 CAD into my account in good faith and in accordance with your terms and conditions. However, I was surprised to find my account banned without warning or a clear explanation, and I no longer have access to my deposited funds.

I respectfully request:

A full explanation for the account ban, including specific details and any evidence of alleged violations.

Immediate access to my deposited funds or a full refund of the $1,400 if Bet365 no longer wishes to maintain my account.

Clarification on whether this action is final or subject to review, and information on how I can appeal this decision.

I am prepared to escalate this matter through the relevant licensing authority and alternative dispute resolution services if necessary, but I hope this can be resolved promptly and amicably.

Please treat this as a formal dispute and respond within 7 days. I would appreciate written confirmation that my request is being processed.

Sincerely,

[josh m.

[emperor7971]

[email address hidden by Casino Guru]

Dear josh720,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the suspension of your Bet365 account and the withholding of your funds.

To better understand the situation and assist you, could you please provide more information by answering the following questions?

• When exactly did you deposit the $1,400 CAD into your account? Have you played any games or made any bets with this amount?
• Have you received any communication from Bet365 regarding the reasons for your account suspension? If not, have you contacted the casino to inquire about the reasons for the closure of your account?
• What types of games did you play at this casino? Were they slots, live casino games, or did you bet on sports only?
• Have you passed the full KYC verification?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear josh720,

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.

When exactly did you deposit the $1,400 CAD into your account? Have you played any games or made any bets with this amount?

• my last deposit i made on bet365 was on my pc finical card for 250$on march 19th which put my account balance to 1.4k on the last deposit I tried signing back into my account and could not since i was blocked right after the deposit and no i was not able to use my 1.4k since i got banned right after that deposit

Have you received any communication from Bet365 regarding the reasons for your account suspension? If not, have you contacted the casino to inquire about the reasons for the closure of your account?

• my Bet365 account has been banned without any explanation. In addition to being locked out of my account, my email address also appears to have been banned or blacklisted, preventing any further communication To make matters worse, my account contained a balance that has not been returned to me, and I have received no information regarding the reason for this action or the status of my funds.

What types of games did you play at this casino? Were they slots, live casino games, or did you bet on sports only?

• mostly sports bets which I still have over 400 bets on my bet365 account on top of the 1.4k and also blackjack once in while

Have you passed the full KYC verification?

• Yes I have

Sorry for the late reply did not see the message

Josh M********

I currently have a balance of £1,400 in my account that I am trying to withdraw, but I’ve encountered difficulties completing the process. I would greatly appreciate it if you could communicate with Bet365 on my behalf and help facilitate the withdrawal of these funds.

Josh M.

UREGNT MATTER

Please forward me all the communication between you and the casino regarding the blocking of your account at veronika.f@casino.guru. Thank you for your patience and cooperation.

they blocked my account and email all my messages were on live support i cannot pull them up only they can ive asked them to withdraw my 1.4k and they refused and banned my email

Thank you very much, josh720, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you josh720 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 Ontario for their help in resolving this complaint. We would like to know why the player's account was blocked and winnings confiscated.

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.

bet365 hurry up and respond I need my funds you guys have on my account withdraw my funds to my withdraw method on file

despite multiple attempts to get in touch, they’ve refused to respond or provide any justification for their actions.

What’s more troubling is that they’re withholding the funds in my account—money that is rightfully mine. I’ve seen others raise similar concerns, and I’m disappointed that even after being called out publicly, Bet365 continues to ignore these issues.

How is it acceptable for a licensed operator to ban users without reason, lock their accounts, and then refuse to engage or process legitimate withdrawals? I’m hoping Casino Guru can help get some answers and hold Bet365 accountable for this unacceptable behavior.

Thanks in advance.

bet365 you guys are frauds why do you think its ok to take my 1.4k and refuse to withdraw or respond and on top of that make up lies you need to respond now and withdraw my funds right now

Dear josh720, even after getting in touch with the casino representative, I was told they do not resolve complaints through third-party websites and recommended you contact the customer support directly. As the customer support has repeatedly not responded to you, I can only recommend you contact the casino's licensing authority, which is Ontario iGaming (https://igamingontario.ca/en/player/player-support). 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