I worked and lived in other city until 2 weeks ago. I have made my account Bet365 days ago, and I still not have my new address where I will to work, I still was searching prices of apartament(house) rent there, before to decide where
In this last days, I was liveing with my father and mother, in house they, but only temporaly in one week, while I was searching my new apartament(house) in my new city
Then, in register Bet365, I need to write my address. As I not have still my new address, I cannot to write "WITHOUT ADDRESS TEMPORALY", and as I not will to live with my father and mother by more than 1 week, I not can to write they address
With this, I thinked: "I will to write here my old address, and when I to have my new address, I will to speak with Bet365 support and to change(update) in my account with my new address. Normaly, without problems"
I have made this. I created my account, and was playing normaly in my account, in days. After I win bets, my balance was with more than 1500usd. Then, in other day, I log in my account, and she was locked
I did in the chat support, and they asked me my code PVC. I sent to my old address where I lived and worked until weeks ago. As I not live more there and cannot to go there, I to explain my situation to they, to update my address to my new address
Then, one people in the chat support said to me that cannot to update my address, because Bet365 not works with re-send of address. And two peoples in chat support spoke to me that I send my informations docs and photo
I am already liveing in my new address in my new house, since starts of week last. I already changed my address in all my utility services, as eletricity, mobile, telephone etc
This week I received my firsts accounts bill utility of my Telephone and Eletricity, with my new address in my new house
In all this services, I already to asked and changed my new address. But because Bet365 not to want to update too?
I would like to understand this, please. I know that one customer more or not, not change nothing to one big site as Bet365, but the situation here is one customer that to want to continue with your account, to continue playing in the site, to continue with your money. This is just. This is a lot hard to Bet365? Only to update one information personale!
Why they locked account only after customer to deposit, to play and to win? Because not locked before all this, and to ask yours docs?
When I have made my register there and deposited with my Neteller in first time, I receveid one mail with issue: "Know Your Customer". There speak my data personale, and spoke: "If they are correct either reply to this email or use this link to Confirm Details". Then, I obvious not clicked in this, because I will in next days to change and update my informations with my new house address
Then, I ask to all you here in Forum SBR: Why in sites of bets exist options in members area "TO EDIT INFORMATIONS PERSONALS" if the site not to want to update this to customer? This is a lot bad
I only need of one change of my date and one re-send of my code letter PVC to my new address house. Only this. And to have my account reopen while I wait my PVC, without option withdraw. No problem to me. I only to want to wait 10 days without to play in her. This is to ask a lot? This is just.
I waited until today my bills with my new address arrived in my new house address (second extract of this bills). This week arrived bill eletricity and telephone
2 agent support, Mark and Albano, spoke to me last week to send my 2 forms of docs and my photo, then today I sent to Bet365. I send all this:
- My doc ID card
- My doc driver license
- My account Eletricity Bill with my new address
- My account Telephone Bill with my new address
- My photo of me and my face holding my ID card
I still not reiceved any answer. I am waiting
What you here think about my case problem?
What more I can to make to have my account back?
I am a lot afraid with all this
Exist peoples here that can help me with my problem and to speak to me what I can to be making to resolve this? One peoples here knows administration of Bet365? Exist one site that regules Bet365 gambling, where I can to make one reclamation?
what i think you should do is sent a utility bill of your old address to prove that you did live there, and also send a utility bill of your new address to prove that you moved, maybe a lease agreement ?
1. i am 92% sure sbr will get you paid. this seems pretty clear-cut.
2. that can not be true- that they can not edit address information. And it is also not true that an ID has to match the current address.
3. hopefully they just want you to get address-verified first. I know this is a big requirement for them.
"I did in the chat support, and they asked me my code PVC. I sent to my old address where I lived and worked until weeks ago. As I not live more there and cannot to go there, I to explain my situation to they, to update my address to my new address"
THIS is the issue.
- that's too bad that you don't get your old mail forwarded to where you are now because that would be the easiest option.
-this is not right- even if they have a policy that says they can only send out one address verification document. you are requesting a second document. if they ever send second documents, they should send to you
You win this because they should not have allowed your deposit, if your information you provided was not sufficient to play. They refused to accept certain deposit methods from me Prior to my confirming the pvc code they mailed to me. If they allow you to play without confirmation, they should honor it.
the Identification should be more than sufficient for them to be able to send you a new document by mail.
goodluck.
After, was required my other form of document, because they need of 2 forms, and bill utility with my new address
I sent my Driver License doc and 3 bill utility accounts with my new address
Then, after this, they required me one photo of my holding one of 2 docs and displaying my face in this photo
I sent my photo holding my ID doc
Then, all is verify. Not more they need
My account and my money still locked
Next day, they require me account utilitys old, with my old utility
Ok... I sent 3 or 4 old bills utility with my name and my old address. Mobile, eletricity, telephone
Then, I sent all. All this verified:
Dear Mr,
Thank you for providing your bank statement today confirming your previous address.
As you know, we take the security and validation of our customer’s accounts very seriously which ensures that you can have the utmost confidence in our service. In order to fully verify your account we require a photo of yourself holding your Drivers Licence at head height.
Please scan this and email it to documents@bet365.com. Thank you in advance for your co-operation on this issue.
THEN, NOW I AM CREATING NEWS THINGS REQUIRED, UNTIL I NOT TO HAVE TO SENT
IN THIS MESSAGE ABOVE, IS CLEARY:
In order to fully verify your account we require a photo of yourself holding your Drivers Licence at head height.
THEN, I, ONE CUSTOMER IDIOT AND STUPID, AGAIN BELIEVE IN THE SITE
I SENT OTHER PHOTO OF ME. NOW, HOLDING THE OTHER DOCUMENT, MY DRIVER LICENSE, AND MY FACE DISPLAYING IN THIS PHOTO
OK!
NOW ALL ENDED!?
NOT!!!
NOW THE SITE CREATE OTHER SHIT:
Dear Mr,
In regards to your account.
In order to fully verify your identity we require you to send in a scanned picture of your passport
You need to ensure all of the details are visible.
THIS IS RIDICULOUS!
THIS SITE IS PLAYING WITH MY FACE
I AM ONE STUPID AND IDIOT!?
LAST WEEKS I ALWAYS SPOKE THERE IN THE CHAT SUPPORT, THAT I NOT HAVE PASSPORT
LAST WEEK JONATHAN SUPERVISOR (THIS PEOPLE THAT REQUIRED ME BILLS WITH OLD ADDRESS AND PHOTO HOLDING MY ID DOC, FIRSTLY), KNOWS THAT I NOT HAVE PASSPORT. FOR THIS REASON, JONATHAN ASKED ME TO SEND 2 FORMS OF DOC, I SPOKE THAT I ONLY HAVE ID AND DRIVER LICENSE, THEN HE ASKED ONLY THIS 2. IN THIS DAY I SPOKE TO HIM THAT I NOT HAVE PASSPORT AND HE SAY THAT NO PROBLEM BECAUSE ID AND DRIVER LICENSE ALREADY WAS SUFFICIENT
THEN, I THINK THAT WHAT IS HAPPENING HERE IS CLEARY: THE SITE ONLY TO WANT MY MONEY! THIS IS THE UNIQUE REASON FOR ALL THIS RIDICULOUS SITUATIONS THAT THEY ARE MAKING WITH ME. I AM RIGHT THAT IF I HAVE NOT MONEY IN MY ACCOUNT, AFTER THIS ALL VERIFICATION SHE ALREADY WAS OPENED!
THEN, MODERATORS AND ADMIN SBR, AND OTHER CUSTOMERS USERS OF FORUM HERE, WHAT I CAN TO THINK AND TO MAKE NOW?
I AM WAITING ONE HELP OF US, PLEASE I AM MORE THAN ONE WEEK OF MY ACCOUNT AND MY MONEY, WITHOUT TO PLAY. THIS IS RIDICULOUS
I THINK THAT THE SITE IS PLAYING WITH MY FACE, AS IF I AM ONE STUPID, PATETIC AND IDIOT
If the site not to want I as customer, then at least give me my money balance to my Neteller (same Neteller account that I used to deposit there)
This is the minimum that the site can to make, if the reason of all this not is for money of my account!
I ask to admin SBR that is case have placed in check, and level SBR rating is in check pending
IF TO NEED, I AM AVAILABLE TO SEND ALL MY DOCS AND PHOTOS THAT I SENT TO BET365, TOO TO ADMIN SBR! I ALREADY TO PROVE TO BET365 THAT I AM I, THAT I REALLY EXIST! THEY TOO SPOKE THIS, THAT I ALREADY PROVED. I HAVE MADE MY PART, BUT THEY NOT MAKE THE PART THEM
Last week, starts of this problem, when I spoke with superviro Jonathan, he himself confirmed me that I proved that exist:
**** I only to need to prove that I am I really
**** And that I exist
**** This is sufficient to me to can update my information, one simply information
**** But, Bet365 not to want this, only because I have money in the site
**** This is cleary to all
**** I am not crazy, I exist, I am I
Jonathan C We know that you exist because you have sent the ID
And, in final of this day log chat, he asked me to send bill utilitys with old address (all this before other agent support, days after, to require more thing, more photos, more docs):
Jonathan C In order to review your account we require the PVC code if you do not have this do you have a utility bill with the address you registered on the account?
**** I not understang your msg
**** Repeat her with other wors, please, excuse me
**** I have utility bills recents yes, of my old house
**** Is this that you spoke?
Jonathan C We require a utility bill with the address registered.
**** But this I have
**** I lived there until 2 weeks ago
Jonathan C You said you only updated your utility details this week, so this means the old address should be registered to some of your old utility bills.
**** Yes, of course
**** My olds bill utility was of my old address
**** Because I lived there
**** Then, I have bill utility of my old house, with my old address yes
Jonathan C The address that is registered to your bet365 account?
**** Yes, until 2 weeks ago, my bills utility was of there
**** I lived there, as I spoke to you always
Jonathan C We need a copy of this
**** Only since last week, I changed my address
**** In services utilitys
**** And this week actual I starts to received my second fature extract of bills
Jonathan C I have advised we need a bill with the address that is registered to your bet365 account, until this is received there is nothing further we can do.
Jonathan C Is there anything else I can help you with today?
**** Mark and Albano asked me 2 docs, 2 address bills new and my photo with my face holding one doc
**** Correct?
**** And now you asked one old bill utility, correct?
Jonathan C Yes you have sent bills with your new address.
**** After this, what happens?
Jonathan C We need bills with your old address, the one that is registered to your bet365 account.
**** Yes, I understood this
**** That I will to can playing here in my account?
****
**** I am a lot happy now, Jonanthan, you not think
**** Is this correct?
Jonathan C Is what correct?
**** That after I to send to you this, I will can go back with my account and to play again here?
Jonathan C Once the account is verified, yes.
Jonathan C Is there anything else I can help you with today?
**** What need to verified account?
**** After this
Jonathan C A bill that has your old address details and your name on it.
**** I understood
**** I will to sent this to you then
**** I will to search now my old bill to you, and I sent to your email
Jonathan C Thank you for your co-operation.
**** Thank you very much
**** Excuse me to all this time here
**** I knows that you have other customers to speak hehehehe
**** Excuse me for this
Jonathan C It is ok, I am glad that we have been able to resolve the issues.
Jonathan C Is there anything else I can help you with today?
**** Only this. Thank you very much
Jonathan C Thank you for contacting bet365 Live Chat today.
**** And good work to you and your friends works
Jonathan C has now left this chat.
This chat has been closed by bet365.
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I AM MORE THAN ONE WEEK OF MY ACCOUNT AND MY MONEY, WITHOUT TO PLAY. THIS IS RIDICULOUS
