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Hello, despite having been a bet365 user for more than a year, I have had my account blocked for no good reason. I try to log in with my usual credentials, but I get an LL01 code. Despite trying to communicate with the casino via livechat, they did not want to give me explanations and say they will call me. Despite this, more than a month has passed and I have not received any other news even though I have contacted them several times. The only note to report is that last month my wife opened a betting account, who lives with me and now she also finds herself with the account blocked. I don't understand what the problem is, we are two different people despite being married and we use common devices such as the PC

Buongiorno, pur essendo utente di bet365 da più di un anno mi sono visto bloccare il mio conto senza un motivo valido. Cerco di accedere con le mie solite credenziali, ma ricevo un codice LL01. Nonostante abbia provato a comunicare con il casinò tramite livechat, non hanno voluto darmi spiegazioni e dicono che mi chiameranno. Nonostante ciò è passato più di un mese e non ho ricevuto altre notizie pur avendoli ricontattati diverse volte. L'unica nota da segnalare è che il mese scorso ha aperto un conto di scommesse mia moglie, che risiede con me e adesso si ritrova anche lei con il conto bloccato. Non capisco quale sia il problema, siamo due persone diverse pur essendo sposati e utilizziamo dei device in comune come ad esempio il PC

Dear Pebeck10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

Could you please advise if there are any funds being held by the casino? If the casino paid out all the winnings and/or no funds are being held, I’m afraid, there’s not much we can do for you.

Thank you in advance for your reply.

Best regards,

Kristina

In reality there is a paltry amount, less than 5 euros, since I had recently withdrawn. My perplexity lies in the fact that I have not received any explanation and every time they tell me that there are no problems, they only have to do this telephone verification to unlock my account. Problem is, I've been waiting for over a month

In realtà c'è una cifra irrisoria, meno di 5 euro, visto che avevo prelevato da poco tempo. La mia perplessità sta nel fatto di non aver ricevuto alcuna spiegazione e ogni volta mi dicono che non ci sono problemi, devono fare solo questa verifica telefonica per sbloccarmi il conto. Il problema è che sto attendendo da più di un mese

Thank you for your reply, Pebeck10. Although I understand your frustration, I would like to emphasize that we do not further investigate cases like this one if no significant amount is being held in players' accounts. As I mentioned previously, casinos can close accounts for whatever reason, but we don't think that is an issue as long as no winnings have been confiscated in the process.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you very much for your understanding.

Dear Pebeck10,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.