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hi I opened a bet365 account and wired 300 euros, after the balance was credited to my account I received an email closing my account, I asked for my money and for two months they didn't answer then they sent me a document that said that they transferred the sum to me but without asking my permission the amount was in gbp and my bank reversed the refund as it was in a foreign currency, now the casino wants proof that the money has not arrived and my bank says that he doesn't have it because the system has rejected the refund, help I don't know what to do

salve ho aperto un conto bet365 e ho bonificato 300 euro, dopo essere stato accreditato il saldo sul mio conto mi è arrivata un email di chiusura del mio account, ho chiesto per i miei soldi e per due mesi non hanno risposto poi mi hanno inviato un documento che diceva che mi hanno bonificato la somma ma senza chiedermi il permesso la cifra era in gbp e la mia banca ha stornato il rimboros essendo in valuta straniera, ora il casino vuole una prova che non sono arrivati quei soldi e la mia banca dice che non ce l'ha perche il sistema ha rigettato il rimborso, aiuto non so che fare

Dear ilcaposlot,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. To assist you further, could you kindly provide your bank statement clearly showing the deposit transaction? It would be helpful if the statement covers the period from the time of deposit until today, as this will serve as proof that the funds were not returned to your bank account. Additionally, it would be beneficial to know if your casino account has been successfully verified or if you have not been requested to provide any documents thus far.

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela 

my account is closed I provided the account statement to the casino over a month ago I can provide it to you as well by re-downloading it from my home banking if necessary

il mio account è chiuso l'estratto conto l'ho fornito al casino piu di un mese fa posso fornirlo pure a voi riscaricandolo dalla mia home banking se necessario

Yes, please. You can forward your bank statement to petronela.k@casino.guru. Could you please advise when exactly you placed your deposit?

yes now I send the account statement, I made the deposit 2 months ago

si ora invio l'estratto conto, ho fatto il deposito 2 mesi fa

I'm sorry but I haven't received anything. Is petronela.k@casino.guru the email address where you sent your bank statement?

i sent you my bank statement, i also sent it to the casino over a month ago

let me know if you received it

vi ho inviato il mio estratto conto, l'ho inviato anche al casino piu di un mese fa

fatemi sapere se lo avete ricevuto

To which email address you sent it, please? I still didn't receive anything.

qua

petronela.k@casino.guru

ma vedo che mi è arrivata questa risposta:

This is an automatically generated Delivery Status Notification.      

Delivery to the following recipients failed permanently:

   * petronela.k@casino.guru

Reason: This is the mail system at host smtp-36.iol.local.I am sorry to have to inform you that your message could not be delivered to petronela.k@casino.guru. The message is attached below.The remote mail system said: Maximum Retry Queue Age Reached

Mi date gentilmente un email funzionante a cui inviarlo?

I just resent it to the same email let me know as soon as you can

ve l'ho appena reinviato alla stessa email fatemi sapere appena potete

No, still nothing. I have sent you an email just now from my email address, please let me know if you received it. Meanwhile, could you try and forward any supporting evidence from a different email to me since I'm able to receive emails from other players?

I resent you the bank statement in response to your email I don't know what other proof to give than showing that the money didn't arrive

ti ho reinviato l'estratto conto bancario in risposta alla tua email non so che altre prove fornirti oltre a farti vedere che i soldi non mi sono arrivati

Please send it from a different email address as the one you use at the moment doesn't go through.

ok i just sent it to you from here spad********rika@gmail.com

va bene ve l'ho appena inviato da qua spad********rika@gmail.com

Thank you, ilcaposlot, for your email. Could you please advise when you deposited funds into your casino account? Which date was it exactly, please?

04/05/2023

Outgoing bank transfer

-300.00

04/05/2023

Bonifico in uscita

-300,00

Thank you, ilcaposlot, for the clarification. Is there any possibility that the following payment is a refund from the casino?:

Is there any way to provide a statement where recipients' and receivers' details would be visible?

no it's a wire transfer that I received from a friend abroad, if you want I can provide you with the receipt, also because then the casino has to send me 300 euros and in addition to this I contacted the bank several times and they rejected the money because the casino without any reason or notice or request sent me the money in gbp currency, in the document they provided me it says so and you can also ask them they will tell you that they sent me the money in that way, I honestly don't understand the reason and above all I don't understand how they can't notice that the money having sent them to me like this, they were refused and returned to them (if they checked their bank account instead of asking me for useless documents, they would see that the money was returned and therefore they would send it to me, it would be simple for them) but I am starting to think that they are doing it in bad faith, hoping that I will give up and that with the summer I will forget about this money

no è un bonifico che o ricevuto da un amico al estero, se volete posso fornirvi la ricevuta, anche perche poi il casino mi deve inviare 300 euro e oltre a questo ho contattato la banca diverse volte e ha rigettato i soldi perche il casino senza alcun motivo o preavviso o richiesta mi ha inviato i soldi in valuta gbp, nel documento che mi hanno fornito ce scritto cosi e potete pure chiedere a loro vi diranno che mi hanno inviato i soldi in quel modo, non ne capisco il motivo sinceramente e soprattutto non capisco come non possano accorgersi che i soldi avendomeli mandati cosi sono stati rifiutati e gli sono tornati indietro ( se controllassero il loro conto bancario al posto di chiedermi documenti inutili vedrebbero che sono tornati indietro i soldi e quindi me li manderebbero sarebbe semplice per loro) ma inizio a pensare che lo facciano in mala fede sperando che molli e che con l'estate mi dimentichi di questi soldi

Dear ilcaposlot,

The casino has responded via e-mail and stated that they are unable to share any information with a third party and that they will only communicate with you directly.

Without the cooperation of the casino, I am afraid there is nothing more that we can achieve and the complaint will be closed as 'unresolved'. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact Amministrazione Autonoma dei Monopoli di Stado, AAMS and submit a complaint to them (https://www.adm.gov.it/portale/en/contatti). It may have better options and tools to help players. Please let me know how they responded (petronela.k@casino.guru).

I am sorry I could not be of more help.

Best regards,

Petronela