NetBet Casino - Not honoring active Self Exclusion agreement, trying to steal my deposit

posted on February 28, 2016.


I had a 2 year exclusion from NetBet and later I reopened my netbet account which I then permanently self excluded from.

After this netbet sent me some promotional emails advertising that cash out was now available with their site. This had me interested as I love cash outs. As they were sending me promotional emails I had forgot I was self excluded from their site as I have self excluded myself from many sites. Anyway I opened another account with netbet and deposited £500 and managed to place a few bets. The next day my account was closed and my deposits were confiscated by netbet stating that I was still under self exclusion.

I apologised and explained I forgot I was self excluded and asked the agent why they kept sending me promotional emails, which the agent had no answer to. I then asked why they had confiscated my deposits and not voided them which again was not clearly answered by the agent.

They just left it at that and have refused to refund me my deposits and kept all the funds and closed my account.

I feel as though the self exclusion is pointless if not worse as winnings and deposits are just taken?

I want my deposits back atleast.

posted on March 1, 2016.

Hello Ali,

You opened the first account on our website on 20.09.14 and on 02.10.14 you requested to be excluded for a period of 2 years.

We closed your account the same day you requested to be excluded and removed your e-mail address from our mailing list so that you don’t receive any promotional material from us anymore.

We double checked and we can confirm that no promotional e-mail was sent to your e-mail address after you were excluded from our website.

On 11.01.16 you managed to open a second account by reversing your first and last name and using a different e-mail address, billing address, ZIP code and IP address.

We closed this account as well one day later, on 12.01.16, when we received the copies of your ID and bank card via e-mail.

As far as the funds you deposited on this second account are concerned, please note that you used them to place several bets on 11.01.16 while your account was still open and you lost everything.

As we have already informed you via phone and e-mail, it is against our Terms and Conditions to open more than one account using information that is incorrect or incomplete:

7.1.20 You agree that you will not abuse the possibility of opening several accounts per client. Each client is authorised to open one account per person. […]

6.1 […] It is the Player's responsibility to ensure that all information provided is accurate, precise and up to date.

Therefore, given that you broke our Terms and Conditions, we are not able to offer you a refund at this time.

Thank you for your understanding.

Best regards,


Customer Support Manager

posted on March 2, 2016.

That information is not correct, I used the same details. Could you email me privately to prove the different registering details. Can you prove to me that you responded to me with this information when I tried over a couple of weeks to get a responses from NetBet. I only got emails back stating that someone will call me. I feel you have totally disregarded honouring the self exclusion. My IP was the same as was my billing address. I remember registering my name as it is, the only reason why I can think my name was vice versa is the layout of your registration page (see attached). I have spoken to netbet customer service who specifically said it was the name that was the reason they will not refund me my deposits. I have proof of the promotional email which I will send to yourself.

posted on March 3, 2016.

Hello Ali,

We have evidence to prove that what we have mentioned in our previous message is correct and we will provide it to the relevant authorities if needed.

Given that you broke our Terms and Conditions by opening a second account using inaccurate information and you already lost the funds you deposited on our website, we are not able to offer you a refund at this time.

Thank you for your understanding.

Best regards,


Customer Support Manager

posted on March 3, 2016.

AskGamblers Complaints Team have been supplied with enough information and evidence in regards of this case to confirm the following:

1/ Player indeed opened a new account with NetBet Casino by reversing his first and last name and using a different e-mail address, billing address, ZIP code, IP address.

2/ We got clear proof that the client's e-mail address was removed from NetBet's mailing list and he was not sent any promotional material after his first account was closed.

3/ Player lost his deposits in full.

Based on all the above we consider players claim as unjustified and therefore this case is being ruled in NetBet's favor. We would also like to remind player that according to the United Kingdom Gambling Commission guidance "The success of self-exclusion relies to a very large degree on the extent to which a problem gambler is committed to managing his or her behaviour. There would be a perverse incentive to gamble if those successfully breaching a self-exclusion agreement could expect to be refunded stakes they have lost.".

In case of a disagreement with our decision player is free to forward this issue in front of the relevant licensing authority directly.

The case is now officially closed.