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I made deposit via neteller but the casino refused to process my withdrawal stating below via an email.

"As you are funding your account via Neteller, any withdrawals will need to be processed via bank wire."

In my country there is no bank that operate in BRL, all banks that operate in foreign currency here deal on USD, EUR and GBP. Thereby making it impossible for me to receive my money via bank wire.

I do not mind paying a considerable withdrawal fee to get my money via neteller.

On the company withdrawal page for this BRL currency, neteller is stated to be available for both deposit and withdraw. Even when I click withdrawal neteller is the withdrawal option that usually come up for me to make withdrawal through.

I don't have anyone in Brazil or a Brazilian currency bank account, and it also impossible to open an account in BRL currency in Nigeria.

I have also made deposit via Astropay into my bet365 account and Astropay is not available for withdrawal on the bookmaker withdrawal page.

Hence, Bet365, has refused to allow me withdraw my money and they have not provided me with any possiblity aside the bank wire to a Brazilian currency account which is impossible for me to get in Nigeria.

Dear Johnex,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? 

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

Best regards,

Petronela

I was not advised. I was able to make some withdrawals via neteller. Then later I made more deposit via Astropay and Neteller, Astropay is not available on the withdrawal section but however, neteller is available. I made two separate withdrawals of 1,000BRL and 1,200BRL to neteller, they void both transactions and process the 1,000BRL to Neteller and the 1,200BRL via bank wire.

The bank wire transaction as usual was not credited to my account. It bounced back and was returned to my bet365 account after 4days.

Currently they say if they are unable to return winnings via same method I used to make deposit they will use bank wire. Hence they said my deposit via neteller will only be returned via bank wire.

My current account balance is over 1,400BRL and all my withdrawals to neteller where often void and reprocessed via bank wire transfer to an account I have complain won't receive BRL.

Intensive contact with my bank representative optioned I give withdrawal to bank card a trial.

Thank you very much, Johnex, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Bet365 Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Johnex,

I'm Michal and I have taken over your complaint. I have reviewed your case and as my colleague Petronela mentioned casinos are sometimes powerless and limited in offering payment methods to their customers in certain countries. If the payment from the casino can't be received in your bank account in BRL, the bank should be able to convert it to acceptable currency. The issue appears to be in your bank, so I'm not sure the casino can do anything about this, anyway, we'll see. Just so you know Bet365 Casino was not much cooperative with us in solving complaints in the past, so there is NO guarantee that they will respond at all. I will still try to contact them to see if I can help.

We would like to invite Bet365 Casino to join the conversation.

Dear Bet365 Casino,

Can you please advise any solution for the player? Is it possible to convert the player's winnings in their casino account from BRL to USD for example?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Johnex,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue were unsuccessful. There is not much that can be done now without the casino's cooperation.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino.

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

If the casino decides to react, we will reopen the complaint and you will be notified by email.

As it's mentioned in Bet365 casino's Complaints and Disputes Resolution procedure here:

"If you are not satisfied with our response, you can request an escalation which will be overseen by a member of our Customer Service Management team. This should be viewed as bet365’s final response.

If you are not in agreement with our final response you can refer your complaint to the eCommerce and Online Gaming Regulation and Assurance (eCOGRA) or via the Online Dispute Resolution (ODR) platform."

I believe bet365 falls under the MGA license for players from Brazil or Nigeria so in the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know how the MGA responded (michal.k@casino.guru)

We wish we could be of more help.

Best Regards

Michal

The casino can reopen this complaint to resolve it anytime.