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I made an account at bet365 couple weeks ago. It was then I tried to deposit via visa and also paypal. Both methods did not work. The visa attempt didn't even show up as an attempt according to my bank. But anyways, oh well the deposits didn't work.

Now on Oct 28th I deposited successfully $10,000 via interac etransfer. This is a Canadian payment method, sort of take the funds from your bank. So now with the successful deposit I started playing on the sportsbook making wagers. Around 12 hours later on the morning of Oct 29 I noticed i got logged out and cannot log back in.

I immediately went to live chat and this is where they told me my account got flagged for a review and they will need the following: passport, driver license, proof of PayPal account, proof of visa account, proof of interac etransfer account.

At this time there are $8000 in my account at bet365. So I am worried that they have my money, I can't login and are doing a review on me. So I very quickly send them all the required documents on the afternoon of Oct 29.

I reach out to live chat and all they tell me they have no timelines. So they can just take my $8000 remaining and keep me hostage? How is this fair? Finish whatever process within 48 hours. If you don't want me whatever but return my money. How am I supposed to sleep knowing this might take months? That's not fair especially when I did nothing wrong.

Hello Ar2020,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with bet365 Casino Ontario. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I have been locked out since Oct 29th. So today has been 3 days.

I sent all the required documents and ask via chat for an update everyday. The only answer they give is "the relevant team will review your documents, we have no time-line of completion we will contact you via email when this is done". So they do not tell me which documents have been approved so far.

I spoke to them via chat today asking for an update. I get the same general response that the relevant team is working on my review and they have no time-line when it will be completed.

Imagine, if they let me wager with $0 on my account and I lost $8000 and I didn't pay them for 14 days. That's essentially what they are doing to me.

What will Casino Guru do for me? What can I expect?

Hello Ar2020,

As mentioned earlier, the verification process may take up to 14 days, so unfortunately there isn’t much we can do until that period has passed. I would recommend following the casino's instructions carefully to complete the verification as quickly as possible.

Please keep us updated if the process takes longer than two weeks or if there are any changes.

Looking forward to hearing from you.

Best regards,

Nick

Dear Ar2020,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.