NetBet Casino - Where's my money?

RESOLVED
Kayd187 United Kingdom
posted on July 6, 2016.

So I deposited £10 on two occasions. Went onto online roulette, lost my first £10 so deposited another 10 which I got to £220. When I went to withdraw this cash it did not allow me. Went back to my main screen to see that I was left with £67. How? I bet with my own money, nothing was given to me to make my stakes any higher. Was given nothing. Netbet you have very poor customer services as you never pick the phone. I want to know what has happen?

Kayd187 United Kingdom
posted on July 7, 2016.

I would like to also clarify that it was around £234. I have sent over 5 emails, left over 3 vpice mails and spoke to you customer services team which took a long time to get through. They advised they would send it to the tech department. Still no reply. I will attach my deposit I made.to show how much I deposited.

Again I played on the basis or my own money with nothing extra from netbet. It was a simple deposit and straight to the roulette table, once I made it over 220 I wanted to withdraw, went to withdraw and it failed. I went to the home screen where it was showing £67.

Kayd187 United Kingdom
posted on July 7, 2016.

Here is the 2 transactions I made on the day I made a query. Bearing in mind I have had no response at all. Terrible customer services from what I have seem so far. An this is a online casino who have a reasonable reputation.

posted on July 7, 2016.

Hello,

Thank you for posting this message.

I can see that one of our operator has been in touch with you by phone and escalated your query to our technical team. The reason why the winnings have been removed is due to the fact that the roll over of your £20 bonus received on the 30th of June has not been completed.

Please bear in mind that any bonus conditions are cleared once your balance reaches 0. Yours never did as you still had £0.18 onto your player account when you deposited again.

You can find the below mentioned in our FAQ section:

Bonuses are awarded to be played and a player cannot withdraw the amount corresponding to the bonuses received. However, after the wagering requirements imposed upon a bonus are fulfilled, any player is entitled to withdraw the winnings generated by playing that bonus. Note that playing in Demo Mode does not count towards any wagering requirement you may have. It is sometimes the case that certain games do not count towards the wagering requirement, or only for a certain percentage of it, please check point 7 for more details.
If you make a withdrawal request while a bonus is active and you haven’t yet reached the wagering requirement, both the initial bonus amount and the winnings obtained since the bonus was activated will be deducted from your account. If you have no money left in your cash balance, you have to fulfil the bonus requirement in order to request a withdrawal from your account. If a player registers a deposit in order to receive a bonus or to use a reward code and they withdraw the deposit amount, all pending bonuses will be cancelled.

Also, we kindly remind you that you can read the following article in our terms and conditions:

14.12 Notwithstanding the aforementioned, withdrawal requests are subject to verification procedures and bonus terms and conditions. In the event where your account is under investigation, we reserve the right to withhold any withdrawal request until such investigation is completed to our satisfaction. Each bonus is subject to terms and conditions which are listed in promotional emails and on our website. If a player requests a withdrawal before the playthrough has been entirely met, NetBet will deduct the entire bonus as well as any prior earnings before approving any withdrawals.

I would also highlight the fact that table games are not counting towards the rollover of the bonuses.

However, since the bonus amount left onto your player account was of only £0.18, we have made an exception and credited the £153 that have been removed.

Finally, I would also highlight the fact that a message warning you that the funds will be removed if you proceed with your withdrawal request have been displayed.

Best regards,

Melanie
Customer support manager

Kayd187 United Kingdom
posted on July 7, 2016.

I think this is totally unfair.vif you check my account you will se it was over £234 which I stated already. How can a bonus be active if I never recived a bonus? I had 0.18 p left and I can't withdraw my winnings? What do I have to do ? How many time do I need to wager now to withdraw without this problem

posted on July 7, 2016.

Hi,

I've credited the winnings in cash, without any wagering restrictions, so you can withdraw all your funds straight away.

I have personally checked your balance now and the amount that you had onto your player account when the withdrawal request has been registered and your winnings cancelled was of £226.

Therefore I added an extra £6 for you.

Please note that the technical team needs time to check if your query was due to a technical issue or to the fact that you didn't respect the terms and conditions of your bonuses. They are receiving many queries and cannot provide our customer support with an immediate update.

Thank you for your understanding.

Best regards,

Melanie
Customer support manager

Kayd187 United Kingdom
posted on July 7, 2016.

I have requested a withdraw how long does it take? A lot of information is requested an I read you do a wire transfer

posted on July 8, 2016.

Hi,

You will find all the information you need on our website, in the help page, under the 'Withdrawal' section.

I kindly ask you to visit it and for any further question, to contact our customer service team by chat or email. They will be delighted to help you.

Please bear in mind that Askgamblers is not an extension of our Customer service team and we consider this case solved. We are hoping that Askgamblers will consider it too.

Best regards,

Melanie,
Customer support manager

Kayd187 United Kingdom
posted on July 11, 2016.

I have withdrawn with another casino online on Sunday and it has cleared in to my bank today. Netbet have still not transferred my money. Why?

posted on July 12, 2016.

Hi,

Please refer to our website. You will see there how much you have to wait for any withdrawal request according to the payment method chosen.

Your withdrawal request shall reach your account soon.

Thank you for your patience.

Best regards,

Melanie,
Customer support manager

AskGamblers
posted on July 15, 2016.

Dear @Kayd187,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.