I must say – for disclaimer – that although versions for both sides of this story were shared; I’m not really sure who’s at fault. I don’t want to doubt bet365 here, but then we’re all humans. You know…
So, this man posted on Reddit that his account at bet365 was nearly emptied. He believes (I think wrongly) that some staff member at the company might have been involved.
Personally, I tend to ignore such posts; because most of time it’s some degenerate rambling or making stuff up. But, he basically wrote the entire detail with such passion and persistence, he forced me to give his story credence. I don’t think people would just randomly concoct such elaborate set of events, just to make themselves look like victims. May be they would. But, you know what I’m getting at.
I’ll try to put down ways he can at least “try” to get his money back. That’s if he’s telling the truth.
In late February, I was in a tough spot financially. I started betting on NBA games using Bet365, and, through a series of unlikely all-in bets, I turned $580 into $24,000, which I cashed out. Then I turned $10,000 into $38,000.
I tried to cash out, but the app wouldn’t let me. So, I contacted support via live chat. The agent told me that the system needed to “update” and that I should log out and stay off the app for 30 minutes. This seemed odd, but I followed the instructions.
When I logged back in, I was shocked. My account was full of bets I NEVER placed (on a random sport I never bet on, all my history proves I only bet on nba), and my balance was drained in a matter of minutes. Someone had placed, cashed out, and re-placed large bets until I was left with $7,000.
What I did next:
I immediately changed my password and contacted support again via live chat, email, and Twitter, demanding a full investigation. I specifically asked for proof (device history, login location, IP logs, chat records) — information that’s supposed to be about MY account. They promised an “investigation,” locked my account for over a week, then finally restored access with only ~$7,000 left
After more pushing, they simply told me they “found nothing suspicious” and would not explain further. They refuse to show me any technical evidence or details about the investigation, despite my repeated requests.
My concerns:
Only I had access to my account. I never shared my password or device. I only ever bet on NBA — not baseball, not other sports. The timing is incredibly suspicious: these phantom bets happened right when I was told by a Bet365 agent to stay offline. I’ve asked for all my data (devices, IPs, chat logs, bet history) and they refuse to provide it.
What I’ve done so far :
Filed complaints via email, Twitter, and live chat Asked for management review (they now say “wait 48 hours”) Warned them I’d go to the police (they only escalated when I mentioned this)
My questions :
What are my rights in this situation? Is there any legal obligation for Bet365 to provide me with my data or evidence from their investigation? Has anyone else experienced something like this, and how did you resolve it? Any advice on how to get my money back, or at least get Bet365 to cooperate?
If anyone here has tips on dealing with Bet365, regulators, or advice on next steps (legal, media, consumer protection, etc.), please let me know. I just want answers and to prevent this from happening to someone else.
Thank you for reading — and be careful out there.
As a neutral observer, several possibilities could explain the situation based on the details you provided:
- Someone unauthorized (a hacker) gained access to your Bet365 account and placed the bets.
- Your password might have been weak or reused from another site that was hacked.
- Malware or phishing (fake emails/websites) could have stolen your login details.
- If you used public Wi-Fi, someone might have intercepted your data.
The rapid placement of bets on a sport you don’t use (not NBA) suggests someone else was in control. However, Bet365 should have logs (IP addresses, device info) to confirm if the login came from a strange location or device.
You changed your password immediately, and Bet365’s investigation found “nothing suspicious,” which suggests they didn’t detect unusual logins. If a hacker accessed your account, their security systems should have flagged it.
Or, someone at Bet365 (like an employee) or a flaw in their system could have manipulated your account.
The support agent’s instruction to log out for 30 minutes is suspicious. It’s possible an insider used this window to access your account.
A glitch in Bet365’s system might have allowed unauthorized bets or a “rogue” employee to interfere.
The timing of the bets (right after you were told to log out) and the agent’s odd instructions align with potential internal misconduct. Large winnings might also incentivize foul play if controls are weak.
Internal fraud is risky for a company like Bet365, which is heavily regulated. They’d face serious consequences if caught. A system error is also possible but less likely to target one account so precisely.
You might have accidentally triggered something (like auto-betting features) or misunderstood the app’s behavior.
Some betting apps have features where bets are placed automatically based on past patterns.
You might have clicked something that allowed bets to be placed without realizing.
This is less likely but worth considering. If you were stressed or navigating quickly, a mistake could have occurred.
You’re clear that you only bet on NBA, and the bets were on a different sport. The scale of the loss ($31,000) and the speed of the bets make user error unlikely.
Bet365 might have also flagged your account as a “problem customer” because of your large wins and restricted or manipulated it.
Bet365 is known to limit or ban accounts of consistent winners to protect profits.
They could have placed bets or drained your balance to avoid paying out a large sum.
Your account went from $580 to $38,000, which might have triggered their risk algorithms. The refusal to share data could be a way to hide questionable practices.
Draining an account via fake bets is illegal and risky for a regulated company. They’d more likely limit your betting or close your account outright.
Or, a mix of external hacking, internal error, or intentional action could have occurred.
For example, a hacker might have accessed your account during a system vulnerability, and Bet365’s poor response (not sharing logs) could be covering up their own security failure.
The suspicious timing, Bet365’s lack of transparency, and the specific nature of the bets suggest multiple failures (security and customer service).
Without evidence, it’s hard to pinpoint the exact cause.
Bet365’s refusal to provide IP logs, device history, or chat records is concerning. Legitimate companies should share this data with account holders, especially after a dispute.
The agent’s instruction to log out for 30 minutes is unusual and aligns with the timing of the unauthorized bets.
Bet365’s claim of “nothing suspicious” without evidence suggests they’re avoiding accountability or hiding a mistake.
Since you’re in Canada, here are steps you can take to seek justice or recover your money. These remedies focus on legal, regulatory, and practical actions:
Get a regulator involved
The AGCO regulates online gambling in Ontario, including Bet365, which operates legally in the province.
- File a formal complaint with the AGCO’s iGaming Ontario division.
- Provide all evidence: screenshots of your bet history, chat logs with support, emails, and your account balance before/after the incident.
- Explain that Bet365 refused to share data (IP logs, device info) and that their investigation was opaque.
The AGCO can investigate licensed operators for unfair practices or security breaches. They have the power to fine Bet365 or force them to refund you if wrongdoing is found.
If you’re not in Ontario, check your province’s gaming regulator (e.g., British Columbia Lottery Corporation for BC).
You could use PIPEDA in your favor
Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) gives you the right to access personal data held by companies like Bet365.
Submit a formal data access request to Bet365 via email or their support portal. Ask for:
- All login records (IP addresses, device info, timestamps).
- Chat logs with the support agent.
- Full bet history, including who placed the unauthorized bets.
- Cite PIPEDA and give them 30 days to respond (as required by law).
- If they refuse, file a complaint with the Office of the Privacy Commissioner of Canada.
Bet365 must comply with PIPEDA. If they refuse, the Privacy Commissioner can investigate, and non-compliance could lead to penalties.
Be clear and specific in your request to avoid delays.
Post on BBB
Canada has consumer protection agencies that handle disputes with businesses.
- Contact the Better Business Bureau (BBB) in Canada and file a complaint against Bet365.
- Reach out to your province’s consumer protection office (e.g., Consumer Protection Ontario).
- Provide all evidence and explain how Bet365’s lack of transparency caused financial loss.
These agencies can mediate disputes and pressure Bet365 to respond. Public complaints on BBB can also harm their reputation.
You could lawyer up
A lawyer specializing in consumer law or fraud can assess your case and advise on legal action.
- Find a lawyer through the Law Society of Ontario (if in Ontario) or your province’s law society.
- Ask about filing a civil lawsuit for breach of contract, negligence, or fraud.
- Explore small claims court if the amount ($31,000) is within your province’s limit (e.g., $35,000 in Ontario).
A lawyer can demand evidence through legal discovery and negotiate a settlement. Even threatening legal action might push Bet365 to cooperate.
Legal action can be costly, so weigh the costs against the $31,000 loss.
In the end…
Your account was likely compromised (hacker, insider, or system error), and Bet365’s lack of transparency suggests they’re hiding something. The agent’s instructions and timing are highly suspicious.
File with AGCO, demand data under PIPEDA, report to police, engage consumer protection, consult a lawyer, and go public.
Bet365 has faced issues with unauthorized deductions, stolen winnings, and account locks. Regulatory pressure sometimes leads to refunds, but many cases remain unresolved.
Act quickly with AGCO and PIPEDA, gather evidence, and use public pressure to force Bet365 to cooperate.
I’m sorry you’re going through this – it’s frustrating and unfair. If you have more details or need help drafting complaints, email me.