NetBet Casino - Impossible to find and/or request Self Exclusion, no one there willing to help

RESOLVED
Bentheben United Kingdom
posted on July 28, 2016.

Hi, I recently opened a netbet account 2 days ago and was wagering beyond my means chasing losses. I got urges to keep gambling and knew I had to self exclude myself urgently as this is the only way I would stop. I searched on the netbet website and it said u can self exclude from clicking preferences under the deposit section so I went on there from my phone and there is no self exclude button. I only have a mobile iPhone not a laptop/computer. I therefore tried calling repeatedly the phone number provided by their website which is 020 3608 6024 and have taken screenshots to show how long I have been holding on for- up to 30mins 5 times now and still no answer just a recorded message saying operators are busy currently. I therefore sent a message filling out their email form online 2 days ago now and no response. In the meantime I kept getting urges late at night to gamble and try win back my losses resulting me in losing even more which I cannot afford. I then emailed and have sent 6 emails requesting to urgently be self excluded and no reply and I am still able to log in and bet. I then got in touch with their Twitter account @netbet making it clear I need to self exclude and they just said speak to live chat even though I made it clear I want to be urgently self excluded and begged them to call me so I can discuss & then they just said they will pass on the message. I've wagered way beyond my means and netbet have not acted swiftly or shown any compassion towards my problem. Please help. I am still able to log in and worried later tonight this will continue. It is sports betting.

posted on August 2, 2016.

Hi,

Thank you for your post.

We are taking responsible gaming very seriously and our technical team is dealing right now with this technical issue. The self-exclusion button will be back on the website shortly.

I see though that your account was blocked 5 days ago.

On another note, you will be contacted within a couple of hours by one of our operators in order to help you with your issue.

Thank you for your understanding.

Best regards,
Marcel

Customer support manager

Bentheben United Kingdom
posted on August 2, 2016.

Can somebody call me right now? I am right by my phone. Nobody answers your contact line as I'm sure you are aware as I have been on hold now a total of 9 times for at least 30mins each time and left numerous answer phone messages. Please call me now

posted on August 2, 2016.

Hi,

One of our agents tried calling you at 10am but you didn't pick up.

We will try again now.

Best regards,
Marcel

Customer support manager

posted on August 3, 2016.

Hello,

Can you please confirm that we have been in touch with you and the issue has been dealt with?

Thank you in advance.

Best regards,
Marcel
Customer support manager

Bentheben United Kingdom
posted on August 3, 2016.

Hi, I can confirm netbet have been in touch and I am awaiting funds in question to be returned. I will confirm when this has happened, when it is complete my issue will be fully resolved. Thanks

Bentheben United Kingdom
posted on August 5, 2016.

My issues are now fully resolved. Thank you askgamblers and netbet

posted on August 5, 2016.

Hello,

Thank you for confirming.

I am happy that everything is alright now and we appreciate the fact that thanks to you we have been able to solve this issue.

Best regards,
Marcel

Customer support manager

AskGamblers
posted on August 5, 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.