NetBet Casino - Closed my account after I made withdrawal without any explanation

RESOLVED
posted on July 10, 2016.

Wow!....here's another one to add to the list!....I made a deposit on netbet last week, I received no bonus, but won £400 so I withdrew it and it said it would be processed with in 48 hours, I knew they needed identity documents so I forwarded them on to the support email, and heard nothing, the next day I had an email to say I hadn't sent documents even though I had, so I forwarded them again!...it's been about 4 days and I have emailed every day to check if they have received the documents, and also to check on my withdr­awa­l?.......N­OT­HIN­G!...not even the decency to reply! So I try to log into my account this morning to see if my withdrawal has been processed, and bam! I am not a registered user? WHAT? ....but I was a registered user when netbet took the money I deposited!....I am truly disgusted, I have played on various casino sites over the years, there is always that little bit of doubt that you may get conned when you take that risk with your money, but it actually hadn't happened till now! No emails no phone calls NOTHING! Just plain rude! So I am hoping that someone from netbet would like to contact me through here as it seems they are unable to via their own support email!

posted on July 11, 2016.

Had an email yesterday to say they would call today.... NOTHING, had then another email to say they would call tomorrow...... Not holding my breath!

posted on July 12, 2016.

Hi,

I have checked your situation and we have tried to call you on the 7th, the 8th and the 9th of July.

All the attempts have been recorded.

We need to contact you by phone in order to discuss the fact that you have opened more than one account on Netbet, and therefore, breached our terms and conditions.

I kindly invite you to contact our customer service team via chat and ask to be called whenever you are available.

Thank you for your cooperation

Best regards,

Melanie
Customer support manager

posted on July 12, 2016.

Hello Melanie, many thanks for your reply, could you be so kind as to let me know any details of this supposed second account , as i am unaware of any other account i hold with netbet, unless its a sister site? With regards to contact i have revieved no calls and have even given my number via email and someone was suppose to cal on the 10th and 11th but im still waiting.

posted on July 12, 2016.

Hello,

I appreciate your reply.

One of our operators will contact you today and give you as many details as possible.

It wouldn't be safe to share any of this information here, on Askgamblers.

Thank you for your understanding.

Best regards,

Melanie
Customer support manager

posted on July 13, 2016.

Well im still waiting for a phone call, i have had an email to say someone has tried to call, but I've had no missed calls! Its getting really frustrating i have never had such a palaver verifying my identity before, and if like netbet are suggesting i have two accounts why does it need to be sorted by a telephone call that never happens? Would i even be going through all this drama or alleged duplicate account if i hadn't made a withdrawal?

posted on July 13, 2016.

Hello,

Thank you for your reply.

I can confirm one of our agents has tried to call you yesterday at 1:18pm but went straight to the voicemail. As you have mentioned in your reply to our email, you have signal problems, so that might be the reason why we went straight to your voicemail.

One of our agents will try to contact you this afternoon again, so this issue can be sorted as soon as possible.

Best regards,

Melanie
Customer support manager

posted on July 14, 2016.

Still no call, because apparently no one can get through? Reluctantly offered my landline as i would like to know what is going on but unless this matter will be sorted like they say it will with a telephone call and i eventually receive my withdrawal, only then will i be comfortable giving my landline out. I continue yo wait .

posted on July 15, 2016.

Netbet seem to have gone AWOL??????? No reply to the offer of my landline number!

posted on July 15, 2016.

Hello,

I hope this finds you well.

Please note you have not provided us with your landline number for us to call you.

Could you please come on the Live Chat to provide your landline number as well as a time frame when we can call you? As soon as we have this, one of our agents will call you.

I take this opportunity to remind you for urgent matters like this, you can always contact us via the Live Chat.

Best regards,

Melanie
Customer support manager

posted on July 15, 2016.

Hello Melanie. Many thanks for your response, but i post in ask gamblers as it seems that's the only way i get a response from netbet so i will attach the email i last sent that i didn't get a reply to, that might give you an answer as to why i haven't given my landline yet....many thanks

posted on July 15, 2016.

Hello,

I can confirm your withdrawal is still pending.

As previously explained, this will be validated as soon as we manage to contact you over the phone to discuss you breaching our Terms and Conditions.

Best regards,

Melanie
Customer support manager

posted on July 15, 2016.

I shall email again with landline as i am not at home at present. Many thanks

posted on July 17, 2016.

Hello,

As requested in your email, one of our agents will try to contact you on Monday on your landline.

Best regards,

Melanie
Customer support manager

posted on July 18, 2016.

Well its nearly 2pm on Monday........im still waiting for netbet to contact me! 😡

posted on July 18, 2016.

Hello,

One of our agents will contact you in the next couple of hours.

Best regards,

Melanie
Customer support manager

posted on July 18, 2016.

Hello,

As promised, one of our agents called you and you indeed had another account with us.

Your withdrawal will be validated as soon as we receive the requested documents.

Best regards,

Melanie
Customer support manager

posted on July 18, 2016.

Spoken to a nice gentlemen from netbet that assured me that once i resubmit address document (as it was blurry) and ask to close an account i had no idea about, then im still untitled to my withdrawal? .....i really hope its sorted now?.....time will tell.

posted on July 18, 2016.

Hello,

As explained in my previous message, your withdrawal will be validated as soon as we receive the requested documents.

Best regards,

Melanie
Customer support manager

posted on July 18, 2016.

Many thanks Melanie, document's all sent 😊

posted on July 19, 2016.

Hello, i have now had an email to say that my documents are illegible to validate my withdrawal? I am rather confused now? As i have resent two clear photos of my address as that was the only thing requested as unclear.... Its getting a bit silly now, I've had the phone call that netbet requested to validate my identity, I've resent required documents several times, i have been told i am still intitled to my withdrawal But yet you still keep finding things to hold up any chance of me receiving my withdrawal and reopening my account? I have never had to go to so many lengths to prove who i am! ....i have no option but to contact netbet through ask gamblers as its the only way i get a reasonable response.... Can someone please confirm what parts of my documents are illegible?....and if i am actually untitled to my withdrawal and if im ever going to be allowed back into my account?

posted on July 19, 2016.

Hello,

My apologies if my colleague's email is too confusing for you.

However, my colleague has never said you were not entitled to your withdrawal, only that your copy was not legible. Also, we have never said your account wouldn't be reopened. Please read our emails carefully before making false accusations.

By not being legible, my colleague meant that the copy is not showing all the needed information, there might be the confusion. As explained on the phone by my colleague, the issuing date has to appear on the copy.

To repeat, we need to see: your name, your address and the issuing date, on one copy, not different pictures like you've done.

Best regards,

Melanie
Customer support manager

posted on July 19, 2016.

Hello Melanie, many thanks for your reply, firstly i have never made any false accusations, your kind colleague i spoke to on the phone yesterday simply said to resubmit address as it was blurry! No mention of date!, yes i submitted two different documents that show the same address, to prove i am that person who lives at that address, also as like many other people most of my utility bills are now paperless, so i was unsure which document would suffice! Other colleague that sent the email used the word illegible which means unable to read, therefore i presumed they were blurry once again, not that information was missing. I also have never said that netbet have told me i am NOT untitled to my withdrawal, so if you kindly read my message again you will see that i actually said netbet have told me i am STILL untitled to my withdrawal!, its my own personal feeling as it actually hasn't been mentioned in any contacy,that my account won't be reopened... But i will wait and see, i will resubmit the documents once again.
Kind regards

AskGamblers
posted on July 23, 2016.

Dear @Ka15,

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.

posted on July 24, 2016.

Sorry for the delay in replying, my case is now resolved i received my withdrawal and my account was reopened. 😊

AskGamblers
posted on July 25, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as resolved and it is officially closed now.

Thank you all for your cooperation.