[han]

You are now chatting with James Me.
James Me:Hello, welcome to Bet365 Live Chat. How may I help you?
stefan:good morning,i received a letter from bet365
James Me:Can I take your username and four digit security number please?
stefan:han...
stefan: there is a code in the letter 97319
James Me: Thank you very much. We require a form of ID before proceeding.
stefan: would you explain?do you accept the code 97319 or not?
James Me: Yes, thank you very much for providing that today.
stefan: i sent yesterday birth certificate and a picture with my ID card near to my face
stefan: i'll send it again
James Me: Do not send the same documents.
James Me: We need an alternative form of ID.
stefan: birth certificate ?
James Me: we have received that, but we need another ID.
stefan: so ID card and birth certificate are not enough?
James Me: Do you mind continuing to hold while I look into this for you?
stefan: i'll wait
James Me: Thank you for holding.
James Me: I have spoken to our Verification Team directly.
James Me: They have asked that you send a clearer picture of yourself holding both forms of ID.
James Me: In this picture we need to see the ID clearly.
James Me: This appears to be the last thing they have requested from you.
stefan: would you explain-I have to send a picture with the ID card and birth certificate near to my face?
James Me:They are aware of this, but in the picture the ID is very unclear. We need to see the details clearly.
stefan: but this "They have asked that you send a clearer picture of yourself holding both forms of ID."
James Me: Yes, the previous picture is not clear.
stefan: so I have to send a picture with only the ID card?
James Me: No. A picture of you holding your ID and Birth Certificate.
James Me: Is there anything else I can help you with today?
stefan: yes,i'd like to write to your regulator
stefan: please tell me how to contact your regulator
James Me: I can deal with any complaints directly if you wish?
James Me: I can understand your frustration with this process but I hope it will be resolved soon so that you can continue to use your account.
stefan: ok,do you personally saw the picture with my ID card near to my face?
stefan: every letter and number of the ID card are clearly seen
James Me: Like I said, I can understand your frustration with that. I can see the details on that picture.
stefan:so where is the problem?
James Me: It is our Verification Department who require a picture of you, your ID and birth certificate.
James Me: I know that it is an inconvenience to yourself, however, this is the last thing that our Verification Team have requested.
James Me: I'm sorry that we cannot do it now, but this is their decision.
stefan:but it will be impossible the ID card and birth certificate details to be perfectly seen near to my face
stefan: all this in one photo
James Me: This is what has been requested.
stefan: i'll try it
stefan: thank you

[virtozo]

they are discriminating!! you should ask if same verification rules apply to UK citizens and where in their terms is stipulated that you are required to send a picture of yourself in order to have full rights account. File a complaint with Gambling Commission, as this is pure discrimination from bet365!!

[han]

I sent them a picture of me holding ID card.
this was made in a photo studio cause bet365 didn't accept my previous pictures with a mobile telephone.
now they want a picture of me holding ID card AND birth certificate near to my face.

[benandjerry]

is there no picture of you on your ID card? otherwise that sounds rediculous.

[FourLengthsClear]

they are discriminating!! you should ask if same verification rules apply to UK citizens and where in their terms is stipulated that you are required to send a picture of yourself in order to have full rights account. File a complaint with Gambling Commission, as this is pure discrimination from bet365!!

They are allowed to discriminate on the basis of nationality.

In the case of UK citizens they are able to access various databases or run a credit check in order to verify addresses. This is not the first case we have seen on this forum of Bet365 making customers jump through hoops to verify their identity and I am sure it won't be the last.

[virtozo]

if picture ID and birth cert plus verification code isn't enough that's ridiculous, seems Bet365 is a racist company, this really changed my opinion about them.

[shari91]

if picture ID and birth cert plus verification code isn't enough that's ridiculous, seems Bet365 is a racist company, this really changed my opinion about them.

They're not being racist virtozo. It's a combination of what info they can search through identification verification databases when you supply your ID and the fact that certain countries have higher instances of fraud. They're just protecting themselves. Yes it's frustrating if you're an honest player who happens to be from a country that either doesn't have online verification or has a high frequency of scam artists, but in the long run it's beneficial to everyone. Still a pain in the butt at first but once you're verified it's done.

[virtozo]

well, lucky me i am 'verified'...i still think that the Gambling Commission will disagree with this practice, this is EU...

[shari91]

well, lucky me i am 'verified'...i still think that the Gambling Commission will disagree with this practice, this is EU...

There is nothing in the UK Gambling Act that deals with what ID requirements a company may invoke.

By signing up to bet365, you agree to provide whatever ID checks they require as per their T&C's.

By accepting the Terms and/or registering to use the Website you hereby agree that we shall be entitled to conduct any and all such identification, credit and other verification checks from time to time that we may require and/or are required by applicable laws and regulations and/or by the relevant regulatory authorities for use of the Website and our products generally. You agree to provide all such information as we require in connection with such verification checks. We shall be entitled to suspend or restrict your account in any manner that we may deem in our absolute discretion to be appropriate, until such time as the relevant checks are completed to our satisfaction.

[virtozo]

Anyway, I don't think they have the right to humiliate people!!

[sharlataans]

There is nothing in the UK Gambling Act that deals with what ID requirements a company may invoke.

By signing up to bet365, you agree to provide whatever ID checks they require as per their T&C's.

By accepting the Terms and/or registering to use the Website you hereby agree that we shall be entitled to conduct any and all such identification, credit and other verification checks from time to time that we may require and/or are required by applicable laws and regulations and/or by the relevant regulatory authorities for use of the Website and our products generally. You agree to provide all such information as we require in connection with such verification checks. We shall be entitled to suspend or restrict your account in any manner that we may deem in our absolute discretion to be appropriate, until such time as the relevant checks are completed to our satisfaction.

This also means that they will have to show him a law, which states, that ID card + birth certificate is not enough to identify a person. As you know with these documents he can freely travel and be identified in all 27 EU countries.

[shari91]

This also means that they will have to show him a law, which states, that ID card + birth certificate is not enough to identify a person. As you know with these documents he can freely travel and be identified in all 27 EU countries.

No, they don't have to show him a law. It says that "we may require and/or required by applicable laws"... meaning they can ask for anything. That's what the and/or means. We may require or required by law.

These are the terms people agree to when they sign up. Yes it can be annoying but they can ask for whatever ID they like and/or refuse your business.

[sharlataans]

No, they don't have to show him a law. It says that "we may require and/or required by applicable laws"... meaning they can ask for anything. That's what the and/or means. We may require or required by law.

These are the terms people agree to when they sign up. Yes it can be annoying but they can ask for whatever ID they like and/or refuse your business.

You are right Shari. But if he goes to EU gambling commission, these terms might not stand if they violate some EU regulation... and I am 99% sure they do.

[shari91]

You are right Shari. But if he goes to EU gambling commission, these terms might not stand if they violate some EU regulation... and I am 99% sure they do.

That's the thing though... they don't. Gibraltar is under the UK Gaming Commission. And there's nothing there about what ID you can and can't ask for. I keep saying it but it's true - it may be a pain in the bum but they're allowed to ask for your ID until they're satisfied with it. That's why they post the T & C's on their site.

[sharlataans]

Just skimmed over UK "Gambling Act 2005". This says it all:

335 Enforceability of gambling contracts
(1)The fact that a contract relates to gambling shall not prevent its enforcement.
(2)Subsection (1) is without prejudice to any rule of law preventing the enforcement of a contract on the grounds of unlawfulness (other than a rule relating specifically to gambling).

[rodneytrotter]

Anyway, I don't think they have the right to humiliate people!!

I am quite sure that the Bet365 customer service team play little tricks amongst themselves to wind up customers in order to entertain each other now and again.

I had a problem with a withdrawal one time and from the replies they sent it was as if a six year old child had sent them, admittedly with good spelling.

Don't let them grind you down.

[han]

"We also require a photo of you holding your passport as well as a photo of you holding your ID card."

where I can complain?
every time I ask them they don't answer.
i'd like to send all my documents plus the postal letter from bet365 to
some UK authority.
please tell me where to send.

I have scans of ID CARD birth certificate bank statement and vis-a card
+ a photo of me holding ID card
+ a photo of me holding both ID card and birth certificate.

now they want other ID

[Maleku]

Delay tactics. Although, the whole "picture of you holding your ID with todays newspaper in front of you" is new to me.

With my past experience it is best to just jump through their hoops. They will eventually run out of games to play with you and release your money.

The bad PR they will get on the internet will hurt them. I wouldn't get the authorities involved yet as I don't think they will have much sympathy in regards to gamblers.

[horja1]

check this ... you are not the only one who received such request:

http://www.sportsbookreview.com/forum/players-ta...-withdraw.html

[SBR Lou]

Delay tactics.

Actually, it's not. Bet365 has strict KYC guidelines. If a player trips every red flag in the book, additional screening can be required.

The quickest way to resolve this is just to oblige their request. Coming to the forums to say the book is a scam is something I think makes people more skeptical of the player than book.. at least those with experience.

[pellumb341]

WTF ,, do you also want a picture of my grandma ??????????

[King_Suckerman]

Bet365 is not a scam.

[Monte]

A new day, a new 3.65 (valid) complaint...complete shit book

[han]

Actually, it's not. Bet365 has strict KYC guidelines. If a player trips every red flag in the book, additional screening can be required.

The quickest way to resolve this is just to oblige their request. Coming to the forums to say the book is a scam is something I think makes people more skeptical of the player than book.. at least those with experience.

i asked them where to complain (10 times)
no answer.
i asked them why they're so afraid of complaining (10 times).
no answer.

I just want to send my ID card +a photo of me holding ID card+bet365 postal letter+bank statement+ birth certificate+photo of me holding ID card and birth certificate,etc..
to their regulator and to the UK police.
and to make complaints against Bet365 accusing me of fraud.
Yes,they don't accept the documents-so they accuse me of fraud with documents.

I am a EU citizen and I want a EU /UK authority to VERIFY IF i AM a fraud..

Please someone tell me where to send my docs and make complaints.

[Hareeba!]

i asked them where to complain (10 times)
no answer.
i asked them why they're so afraid of complaining (10 times).
no answer.

I just want to send my ID card +a photo of me holding ID card+bet365 postal letter+bank statement+ birth certificate+photo of me holding ID card and birth certificate,etc..
to their regulator and to the UK police.
and to make complaints against Bet365 accusing me of fraud.
Yes,they don't accept the documents-so they accuse me of fraud with documents.

I am a EU citizen and I want a EU /UK authority to VERIFY IF i AM a fraud..

Please someone tell me where to send my docs and make complaints.

Until you've complied with their ID requests you have no cause for complaint.

If you've done that and allowed them a reasonable amount of time to respond to you, you could ask SBR for assistance by filing a complaint using the link on this forum. And you could also consider asking IBAS to intervene. But you are wasting your time with the police.

[shari91]

Just skimmed over UK "Gambling Act 2005". This says it all:

There's nothing unlawful about what bet365 is doing. Again: They do not have to show him a law. They said: "we may require OR required by law." They have clearly posted on their website that they will request any and all identification they deem necessary. By registering for an account there, we agree to those terms.

Han, personally, I'd just comply with their ID requests and be done with it. Maybe another poster will have a different suggestion for you

[han]

I sent my documents and photos to Stoke on Trent police officer.

laurie.whitby-Smith@staffordshire.pnn.police.uk

where else I can send for verification?

[Hareeba!]

I sent my documents and photos to Stoke on Trent police officer.

laurie.whitby-Smith@staffordshire.pnn.police.uk

where else I can send for verification?

[horja1]

I sent my documents and photos to Stoke on Trent police officer.

laurie.whitby-Smith@staffordshire.pnn.police.uk

where else I can send for verification?

Why would you do that?

[allin1]

I sent my documents and photos to Stoke on Trent police officer.

laurie.whitby-Smith@staffordshire.pnn.police.uk

where else I can send for verification?

wow... is this for real?

[han]

wow... is this for real?

yes it is.I'm not making a crime,bet365 makes it.

I also wrote to their regulator.

now I have to write to a EU authority
as Bet365 is making crime against me.

[Hareeba!]

yes it is.I'm not making a crime,bet365 makes it.

I also wrote to their regulator.

now I have to write to a EU authority
as Bet365 is making crime against me.

bit of a quiet day there eh mate?
nothing better to do?

[FourLengthsClear]

I sent my documents and photos to Stoke on Trent police officer.

laurie.whitby-Smith@staffordshire.pnn.police.uk

where else I can send for verification?

I am sure they are assembling a SWOT team to bust the Bet365 HQ as we speak!

[virtozo]

good thing you sent documents to police too, if they can confirm they are authentic then you have a case against this discrimination called KYC by bet365, also i would advise making a notarized copy of ID/birth certificate, if they still not accept it then you can sue the MF's.

[virtozo]

There's nothing unlawful about what bet365 is doing. Again: They do not have to show him a law. They said: "we may require OR required by law." They have clearly posted on their website that they will request any and all identification they deem necessary. By registering for an account there, we agree to those terms.

Han, personally, I'd just comply with their ID requests and be done with it. Maybe another poster will have a different suggestion for you

how about they asking you to send a pic holding your ID topless, I'm sure you'll be more than happy to comply...