NetBet Casino - Deposit refund declined due to previous self exclusion

RESOLVED
Parker817 United Kingdom
posted on November 11, 2016.

My account was closed with a balance of £770 due to previous self exclusion, account ID chucky26

I made 2 no deposits of £100 totalling £200 and am now being told that no refund will be given, following initial emails that my £200 deposit would be refunded but not my winnings. How can they keep my deposits when I haven't even lost? There have been numerous emails with little reply from netbet, who have taken 13days to tell me that I refund will be processed.

posted on November 15, 2016.

Dear PARKER817,

My apologies for the late reply.

I have just checked your case and it seems there has been some confusion here, my apologies for this.

Indeed, you had a balance of £770, £200 have already been paid to you on the card you've used to deposit. However, in order to transfer to you the funds left on your account, we would need a bank statement (showing name, IBAN and BIC) so that we can send those funds via wire transfer. You can send this document to [email protected]

My apologies for the inconvenience.

Best regards,

Marcel
Customer Service Manager

Parker817 United Kingdom
posted on November 18, 2016.

Thanks
For your reply, appreciated. I have now emailed you my bank details to [email protected], to enable processing of the payment, although please note I have not received any payment of £200 as detailed in your message. I look forward to receiving my £770 funds. Thanks for clarifying this situation.

Regards
Ian

Parker817 United Kingdom
posted on November 18, 2016.

Apologies, email was sent to [email protected] as requested. Typing error in previous message.

posted on November 20, 2016.

Dear Ian,

Thank you for sending those documents over, they've been transfered to our financial department in order to process the wire transfer.

As for the £200 refund, I have contacted the relevant department regarding this in order to have a look into this.

I will get back to you as soon as we have an update.

Best regards,

Marcel
Customer Service Manager

Parker817 United Kingdom
posted on November 21, 2016.

Thanks Marcel,

Please confirm when the funds have been issued to my bank.

Regards

posted on November 21, 2016.

Dear Ian,

I am getting back to you regarding your refund.

The relevant department has just confirmed the refund has been done on the visa card you've used to deposit on our website. Could you please double check your statements for this card to see if you've received the funds?

Should you have not received the funds, please email us your bank statement dating back to 28.10.2016 (the date the refund was done) so we can check with our bank.

Regards,

Marcel
Customer Service Manager

Parker817 United Kingdom
posted on November 21, 2016.

Please note I have not received any funds, I have emails off your customer support team specifically stating that no refund would be processed, so it would be extremely unlikely that one was processed. I have emailed you my statement as requested to [email protected], showing only the 2 deposits of £100. Also, Have you processed the wire transfer for the remainder?

Regards

posted on November 22, 2016.

Hey Ian,

I'm afraid there was some confusion and miscommunication regarding this, because the department who performed the refund for £200 confirmed to me it was done on 28.10.2016, this is why I was asking you to double check your bank statement.

The bank statement you have sent us doesn't show all the transactions since 28.10.2016, this is why, should you not have received the funds, please send us the bank statements showing the transactions since the mentioned date so the relevant department can have a look into this.

Regards,

Marcel
Customer Service Manager

Parker817 United Kingdom
posted on November 22, 2016.

Marcel,

I have now sent the full statement to [email protected], since 28th October. I originally sent 28th October to 08th November as the transaction would not take more than 10 working days if it had been processed, which it hasn't. Please advise when the £770 will be processed to my bank as promised on the 15th November, 7 days ago.

Many thanks
Ian

posted on November 24, 2016.

Hi Ian,

We have received confirmation from the bank that the refund for 200 pounds wasn't successful and that it's been done again so you should receive those funds in a few days. The difference will be paid separately, via wire transfer on the account you have provided.

My apologies for the inconvenience.

Regards,

Marcel
Customer Service Manager

Parker817 United Kingdom
posted on November 28, 2016.

Thanks marcel,

I have now received the £200 refund thanks for this, however I have not received the £570 wire transfer, could you please confirm that this has been sent

Regards

posted on November 28, 2016.

Hi Ian,

I am glad to hear you have received the refund. I can confirm the wire transfer has been done on 25.11.2016, since it is a wire transfer, it takes a bit longer for the funds to reach you. Please allow up to 7 working days for the funds to reach you.

Regards,

Marcel
Customer Service Manager

posted on November 28, 2016.

Hi Ian,

I hope you had a great weekend.

Regarding the £570 wire transfer, I confirm that the payment was made and I am 100% sure you shall receive the funds onto your bank account during the next couple of days.

Kind regards,
Marcel
Customer Service Manager

AskGamblers
posted on December 2, 2016.

Dear @Parker817,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.