Complaint #177 NetBet Casino

Removed my balance prior to completion of wagering requirement

By Helen B.

9 years ago

Message on forum

I receieved an email stating that if I was to deposit in Netbet casino, I would receive a 100% deposit match. I proceeded to deposit £75 the same night and my deposit was not matched. I searched everywhere for a 'live chat' button, I phoned them and held for at least half an hour (3rd in the queue the entire time). I finally emailed them to request my bonus at 20.30pm 24/07/16 and didn't receive a response until 17.56pm 25/07/16 to tell me that I could now claim my bonus from the cashier.
I checked the wagering requirements and found I had £3000 to wager before I could withdraw. My balance reached £1012 and I checked my wagering requirements remaining and saw that the playthrough completion was only at 38%. So I upped my bet and kept spinning, the next time I checked my wagering requirement I was 81% of the way through. My balance stood at £595.53 and I still had £558.50 left to wager. I relaxed at this point as I knew that whatever I would make from her on in would be profit. I then clicked back into Koi Princess and my balance read £3.46.
I logged out of the casino and logged back in and my funds had just completely disappeared.
I phoned Netbet up again to no avail and I messaged them at 00.09am 25/07/16 to ask where my funds had disappeared to. I received no response.
I messaged them a second time at 20.58pm 26/07/16 basically informing them that if I didn't get an explanation as to the disappearance of my funds then I would be taking this complaint further. I also requested a copy of my betting history.
I received a response at 22.05pm 26/07/16 telling me that I had clicked to cancel the active bonus from the cashier.
Now I am a member of in excess of 50 casino's. It is the deposit bonus' that entices me and I make it my business to read all the Terms and Conditions of every bonus I take on. I know full well that to cancel a bonus will invalidate any winnings. So tell me.... with a balance of £595.93 (81% through a wagering requirement) who in their right mind would cancel it to leave them with a balance of £3.46?
I believe this was an internal job. They knew that very soon I would be placing a withdrawal so they removed my balance as a preventatative measure. I do not believe that Netbet are wiling to resolve this by crediting my account with my actual balance so i'm asking Askgamblers to get involved on my behalf. It's very frustrating when your account balance disappears and you find that the 24/7 professional customer service that you sign up to is actually non-existant. Hopefully my experience will be a warning to others.

Disputed Casino NetBet Casino

Reason Bonus removal

Amount £355

Discussion

AskGamblers

• Support Team

9 years ago

Dear Helen,

Are you satisfied with casino response, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.

NetBet Casino

• Representative

9 years ago

Hi again,

My apologies for the delay in replying.

I have checked your account and I can see you have the £75 bonus on your account, this bonus is non-redeemable, this is why it stays on your bonus balance for you to use, but the wagering requirements have been met.

At the moment, you have a real money balance of £355.10 that you can withdraw.

Please note for this kind of questions, you can contact one of our agents directly via our Live Chat facility for a quick reply or via email, you do not need to go through AskGamblers.

Best regards,

Melanie

Customer support manager

fb_10154295541539303

• United Kingdom

9 years ago

Thank you for doing the decent thing and crediting my balance. I have now completed the wagering requirement and have a balance of £430 that I would like to withdraw. I am wary about going ahead with this as although it states there is no active bonus, it shows a bonus of £75. There is a message stating that 'if you choose to make a withdrawal before you have converted your bonus into cash, any outstanding bonus money will be forfeited'. Therefore I will wait for you to transfer this £75 to my cash balance before proceeding as it should have been when the requirements were met.

Regards
Helen

NetBet Casino

• Representative

9 years ago

Hi again,

Our technical team confirmed that you had 598.99 GBP onto your player account when the bonus was cancelled. At that point you still had to roll over 558 GBP.

Everything has been re-credited now and waiting for you on your Netbet account.

Please bear in mind that any attempt of withdrawing the funds before the completion of the roll over will result with the removal of any bonus funds.

Best regards,

Melanie

Customer support manager

NetBet Casino Complaint Stats

Resolved 188 / 199

Avg. Amount $2,894

Avg. Complaint Duration 55 days

Avg. Response Time 2 days

NetBet Casino Complaints

See all complaints for this casino

Kept deposit and withdrawal

I created an an account with netbet and in order to deposit I was required to submit my verification documents which was my driving license and bank statement - netbet fully verified me and gave me access to deposit £950 in two transactions of £750 and £200. After 8 hours game play and several safer gambling checks I with drew two payments adding to £2440. The card that I used was my starling account however my card got temporary blocked as they wanted to do a welfare check. I advised this to netbet however they still tried to withdraw to that card ( this proves that I was fully verified) in order to receive the withdrawals I gave them an account which I am joint account holder over, this was an alternative to my bank which wad blocked. After I supplied this they took 5 days and said they are closing account, confiscating winnings and also keeping my withdrawals! This was simply because I gave them an alternative bank account to pay into. I have done absolutely nothing wrong, I have deposited with my name and my card, I was fully verified and they tried to process my withdrawals - nothing has changed. I have now informed them that this payment methods is now unblocked so they can resume processing my withdrawal to it as they did in the first place!! Not only have they kept my withdrawals but also my deposits when I have done absolutely nothing wrong.

Unresolved

£950

Delayed withdrawal without any contact from the casino

Reason for the complain: Delayed withdraw, no contact from the casino.
Withdrawal date: 20/03/2024
Amounts: 10.000e x 5 times minus the handling fees of -1.5%, 49.250e in total. ( max limit for bank transfer is 10000e each ).

The handling times in user agreement is maximum of 7 days and it's been 14 days and I haven't heard back from the casino not once and the withdraws are still in the processing state.

I have contacted the customer service multiple times and I been told that normal withdrawal time is two days and in my case because of the large amounts it could be day or two longer. I also confirmed that my account is verified and the delay is indeed in the payment departments end.

I have submitted the KYC requests before ( a month ago ) when I made a couple withdraws with a total amount of nearly 20.000e. Those were handled in a acceptable time frame of two days.

*Attached files ( Private these )
- Pending withdraws.
- 2 screenshots of e-mail requesting KYC. ( Dated 16.2.2024 )
- Screenshot of a succesful withdrawal after submitting KYC. ( Dated 17.2.2024 )

- Contacting live support for the first time ( 21.2.2024 )
Chat is in Finnish but I can translate if needed, basically the support told me that it takes normally 1-2 days to handle the withdrawal requests, but in my case It could take a couple days more because of large amounts.

Resolved

€49,250

Frozen my account for 3 months

Lack of urgency and transparency

Not really one for complaining but I need to get these to sort this out.

Signed up over a year ago, sent documents, etc came back all fine, and continued to play with no issues, then mid-January I tried to deposit and a message appeared saying my account needed to be reviewed before I could play,

I had no email or call from customer service so I emailed them. I had a message back 4 days later saying they needed more documents (same as I've already sent) so I sent them. This was over 2 months ago. I've emailed them 7/8 times asking what's going on nobody can tell me, they just say it's been sent to the relevant department as soon as we know we will contact you!!!

Over 2 months ago now. How long does it take to look at some documents? Do they have like 1 person working for them? I've had a few accounts with other casinos/poker sites and unfortunately, this is the most frustrating experience I've had.

The customer service is awful, just keep coming back with the same response 4 days later, etc. I've been depositing but they've just blocked my account after a year. They have all my documents on the system they have just completely blocked me. No reason was given.

This is the worst experience I've ever had.

Resolved

Withdrawal not processed since February 10th

I made a withdrawal from Netbet Casino on 10/02/2024 for £164 and £74.92

I received an email confirming my withdrawal.

After 2 weeks I did not receive my withdrawal.

I didn't receive any notification about the request for documents but I decided to send my documents to them by email and via upload document. I waited another week but the withdrawal is still pending.

I contacted live support and they asked me to send a new photo ID and selfies.

I sent them a new photo of my ID and selfies.

After another week I still haven't received my funds.

Please help me with this issue

Rejected

£239

Withdrawal not processed after the longest wait period

Hi there,
I made a withdrawal Friday the 16/02/24 for £200.

The next morning I am sent an email stating the withdrawal would be completed through wire transfer and to please upload a bank statement of the last 3 months or sooner.

I completed this and after 3 emails received a reply Monday saying the upload had been received and validated, I replied to said email asking if my withdrawal had now been processed to which I was told in a reply “24-48” hours.

Wednesday comes around with no communication so I sent another email asking for update - Reply was your withdrawal will be completed in the next few hours and that I would receive email receipt of this.

By 20:00 last night (at which point was 50 hours after being told max time would be 48) I queried the withdrawal again - to receiving an email this morning with now no time frame just that the relevant department would be in touch.

Can this please be sorted out. This is too long to wait especially when everything you have asked of me I have done.

Resolved

£200

Two Withdrawals Delayed

I made two withdrawals requests via Wire Transfer early in the morning on 2nd May for £1015.23 and £5076.14 these amounts included the processing fee. I received an email asking for a statement for the bank account I had used and sent this to them. I received a reply telling me that the statement was received and had been successfully uploaded to my account. 5th May and neither of my two withdrawals have been processed by the company. I have sent lots of emails and spoken to agents on the online chat and was informed that the reason for the delay was due to a high number of withdraws, but this was in response to my querying where my withdraws were. I then received an email this morning (5th May) stating that they have done everything on their end to process my withdrawal and now the bank needs to release the funds but they cannot give me a timeframe on this but I will receive an email when this happens. I am still yet to hear from them and my account history still shows that both of my withdraws are ‘processing’. The site says that withdrawals are processed in 2-24 hours and this time has passed.

The people that have emailed me and spoken to me on the chat have been very nice and I have no complaints except not receiving my withdrawals into my bank account. If my withdraws are received before I receive a response I will update and/or retract the complaint where necessary

Resolved

£6,091

Long wait for withdrawal

Hi there

I withdrew money on the 1st of May (Monday) which was a total of £1.037.00

My documents were verified the next day on the 2nd (Tuesday) I was told that day my winnings will be fully processed the next day and it is now Friday the 5th of May and still nothing,

I have also had to pay an additional fee of my winnings for my withdrawal which for this wait time for my withdrawal doesn't seem fair.

Thank you for your time

Resolved

£1,037

NetBet not addressing refund issue

I emailed NetBet support (using the e-mail address available on their site) on order to close my account with gambling problem being the reason for the closure. Instead of closing my account, NetBet later offered a cash bonus to me. At no point had I stated, that I wish to have my account open nor did I cancel my request. I ended up depositing money, which I asked NetBet to refund because I had asked my account to be closed. As requested by me, NetBet closed my account after contacting the support but now I have not heard anything about a possible refund despite support said that the matter is being handled.

Resolved

€330

Refuse to pay 1441 eur

Good afternoon,

At the end of April, I made deposits to Netbet Casino for a total of 470 euros and won 970 euros. Now the balance is 1441 euros. On April 29, withdrawal was ordered. After several days, netbet informed me that it was not possible to process payment via card due to some errors as well as asking for bank details (Swift+IBAN). (This is very strange; I've never had a problem with my Visa, and I'm sure my card is fine; it appears NetBet is having technical difficulties with their processor.)After a short chat where the agent confirmed that in my case, any withdrawal option could be used, I deposited with Skrill eWallet and reordered withdrawal. It was May 2nd already.

After that, I sent my driver's license, bill, and card photo, and all these documents were approved (you can find confirmation in the chat history attached). After all, my account was temporarily blocked for gambling addiction and "relaying on funds" or "financial unstability". As proof of financial stability, I sent my card statement showing the balance, but the account still does not reopen.

So in total, my account is temporarily blocked with my initial deposit and winnings. Netbet has two options to send me funds via card or Skrill.

I humbly ask you to assist in this matter, because netbet doesn't do anything.

In attachments, I provide 2 chat history, as well a letter from 3th May regarding my Skrill e-wallet, withdrawal, and deposit confirmation in Finnish language (sorry for that but I am from Finland).

Rejected

€1,441

Account with a balance of 30k dollars closed for 30 days

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