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Hello,

First of all, I live in Germany. The default is Puerto Rico. But I can't change it.

Facts: I transferred €500 to the Bet365 account by bank transfer on 05/10/23. The money was not credited to my account. The FAQ and the bot chat stated that this could take up to 10 days. That's why I waited these 10 days. Then I contacted support via email and sent my bank transfer slip with it. And I've only been put off since then, it would take a while, I shouldn't worry, I would be contacted etc. I've asked several times now and already threatened to call the supervisory authority, NOTHING! Only always nice e-mails to put off. What can be going on there? During this time I continued to actively bet with money that was still on the account, everything was always settled normally and the support was always active. Only this transfer will not be credited.

Hallo,

zunächst vorweg, ich lebe in Deutschland. Vorgegeben ist hier Puerto Rico. Kann ich aber nicht verändern.

Sachverhalt: Ich habe am 10.05.23 per Banküberweisung 500€ an das Konto von Bet365 überwiesen. Das Geld wurde meinem Account nicht gutgeschrieben. In den FAQ bzw. dem Bot Chat stand dass das bis zu 10 Tagen dauern könne. Deshalb habe ich diese 10 Tage abgewartet. Dann habe ich den Support per E-Mail kontaktiert, habe den Überweisungsbeleg meiner Bank mitgesendet. Und werde seitdem nur vertröstet, es würde noch etwas dauern, ich solle mir keine Sorgen machen, ich würde kontaktiert etc. habe jetzt schon mehrfach nachgefragt und schon mit der Aufsichtsbehörde gedroht, NICHTS! Nur immer nette E-Mails zum vertrösten. Was kann da nur los sein. In der Zeit habe ich weiter aktiv gewettet mit Geld dass noch auf dem Account war, ist immer alles normal abgerechnet worden und der Support war auch immer aktiv. Nur diese Überweisung wird nicht gutgeschrieben.

Dear Curado51e,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

In fact, that doesn't sound very encouraging at first. At my bank, the transfer process is booked as complete. So the problem should actually be with the receiving bank, which, as I understand it, should be the responsibility of the bookmaker, right?

Das hört sich in der Tat erstmal nicht sehr erfreulich an. Bei meiner Bank ist der Überweisungsvorgang als komplett abgeschlossen verbucht. Das Problem müsste also eigentlich bei der empfangenden Bank liegen, das müsste nach meinem Verständnis doch dann in der Verantwortung des Wettanbieter liegen, oder nicht?

I fully understand your frustration, Curado51e. You made a fair point. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 6 days to allow them one full month to investigate. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Dear Curado51e,

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.