Hello. 2 months ago, I made a deposit to my bet365 2000 CAD account. I win 7330 CAD at the bet365 and my balance became 9330 CAD. After that, I put some of the money for withdrawal to my bank account, but the withdrawal was canceled and my account was blocked. The chat told me to email them various documents. I sent all the documents they requested. The verification of documents lasted almost 2 months and on June 30 they sent me an answer by email that they had decided to steal all my money together with the deposit (9330 CAD)! On July 1, I asked bet365 if I needed to send any more documents, but they told me that I didn't need to send anything else and they made the final decision to steal all my money (9330 CAD)!!!
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Did they ask for bank statements or proof of income? or just for identity documents?
And what exactly did they say when they told you they were taking your money?.Comment -
1.ID2.Photo of face + ID3.Bank statement4.Proof of ownership of the cards registered to account (photo of cards and bank statement)I sent all these documents and bet365 decided to steal all my money along with the deposits.A message from bet365 dated June 30:I have reviewed your account and I can see it is remain permanently suspended due to negative verification checks and your funds remain locked. I do appreciate that this is not the response that you were hoping for, unfortunately this decision will stand. Please note, should you attempt to open any new accounts in the future, these will also be closed.A message from bet365 dated July 1:Having checked your account, I can confirm that no further documents are required.The account will remain permanently suspended due to negative verification checks and your funds remain locked.Comment -
1.ID2.Photo of face + ID3.Bank statement4.Proof of ownership of the cards registered to account (photo of cards and bank statement)I sent all these documents and bet365 decided to steal all my money along with the deposits.A message from bet365 dated June 30:I have reviewed your account and I can see it is remain permanently suspended due to negative verification checks and your funds remain locked. I do appreciate that this is not the response that you were hoping for, unfortunately this decision will stand. Please note, should you attempt to open any new accounts in the future, these will also be closed.A message from bet365 dated July 1:Having checked your account, I can confirm that no further documents are required.The account will remain permanently suspended due to negative verification checks and your funds remain locked.Comment -
They can only withhold your deposited funds if they suspect something like money laundering, using proceeds of crime or another serious reportable matter.
That would also explain why they have given you no more details other than you failed verification.
There is not much use speaking to them further as they are not allowed to tell you more or change their mind once they start this process.
Your first step is to fill in this form and have AGCO check their evidence and decide if they are being too suspicous and need to pay you the balance or give back deposits.
If AGCO agree with Bet365, and you know you have done nothing wrong, a civil claim is the only route left that Bet365 are allowed to respond to..Comment -
Bet365 is legal in Canada, why don't you just sue them in small claims court? If you're not engaging in criminal activity, I don't see how you could lose the case. And you can call the cops too and report online theft/fraud.Comment -
Looking for some advice. I help players file gaming commission complaints in the US, but this is the first time I've assisted someone in Canada.
I'm assisting someone right now in a similar case to this one. Account holder runs up his initial deposit from $50 to $36,000. Account gets locked and "under investigation" - all standard things.
A week passes and B365 e-mails the account holder to notify him they are closing the account, and that a wire was processed five days prior (no record or verification of this happening). B365 says they will send the MT103 code in 5 business days. B365 then stops responding to all e-mails. B365 then refunds the funds back into the account and rejects the litany of wire documentation requests since the wire does not exist.
Account holder is based in Alberta and contacts the AGLC. They say they can't help. Account holder reaches out to iGaming Ontario who says they can't help since the account holder does not reside in Ontario.
Is there some explanation, or some other regulatory agency that can help with this?Comment -
It should not matter where in Canada he lives to AGCO.
You are supposed to obtain a Dispute Deadlock reference number from Bet365 in order to move ahead with the process.
I would have your client try emailing again and asking for that.
Then fill in this form https://www.iagco.agco.ca/prod/pub/en/NewComplaint.aspx
Obviously if they wont respond, submit the complaint without it but I think it is worth mentioning on the form that you have requested it but have not been answered..Comment -
If Bet365 are now speaking to him again, I would ask for the matter to be escalated to their dispute resolution dept.
You could reach out to them on his behalf making that request too.
Or just fill in the form linked above..Comment -
"they sent me an answer by email that they had decided to steal all my money together with the deposit"
What did it really say?Comment -
Hi I was awaiting my account to be verified before I was able to reply. Yes I have just escalated it and Will be expecting a call within 24hrs hopefully all will be resolvedComment -
If you sure you are 100% right ,just hit them on the forums.
People will recognize honesty and that will hurt them(bet365) most.
They will use much more business in one day than your amount is and will find a way to settle with you.
Courts are just waste of time and money, from my experience
They will lose more business in one day thanComment
