Ag Awards

NetBet Casino - Unfair account closure & blocked money

Complaint Info
Disputed casino NetBet Casino
Reason Account closure
Amount £ 390
Posted on October 14, 2016

Dear Askgamblers,
I'd like to report Netbet Casino for not releasing my blocked account. A little while ago, I've requested a withdrawal and they've blocked my account and said they'll open it as soon as I send them my personal documentation. I did so recently. They've responded like this: '...In reply to your message, please be informed that your player account is blocked and cannot be re-opened, you also do not have a validated withdrawal request as it has been refused. Should you have any further questions, please do not hesitate to contact us. Best regards, Bee.' No further explanation was given until today when Bee wrote me this: 'In reply to your message, we received notification from our risk department that the documents you sent to us are illegible, and as a consequence, your account will remain permanently closed.' Is it really such a problem to ask me for a better copy of the documents? Could you please take some action and ask them to behave more reasonably? I am willing to provide all necessary documents for my verification. I'd like to get my £390 back. Thank you for your time.


Posted on October 17, 2016

Dear Harley,

My apologies for the late reply.

I have checked your case and our Fraud department has come to the conclusion the documents you sent us were fake, not illegible as you were informed, my apologies for the confusion. This is why your account has been closed.


Customer Support Manager

Posted on October 18, 2016

Dear Marcel,
First of all I would like to apologize for not being so kind like in my previous message.
Are you kidding me? You must be really joking. You had closed my account before I sent you the documents (so they were not the cause of the account closure!). I totally refuse your charge that I sent you fake documents (I am attaching the documents so the Askgamblers team could check the validity of them). You are allways saying something else and this is only an excuse for not sending me my money.
I am asking you to reopen my account or to send me the money to my Skrill account I made the last deposit with. I am very suprised that you can write things like this and I hope that every new customer, thinking about registration at your website, will read this and change his or her mind. I didn't want to be rude, but you don't give me another option.


Posted on October 18, 2016

Dear @Atuaturivess19827,

Please keep in mind that all your attachments have been removed due to the fact they were all containing sensitive personal information. Make sure to read carefully and comply with all Complaints Guidelines from now on.


Thank you for your cooperation.

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