NetBet Casino - Blocked account with money in it

Kai Brookes United Kingdom
posted on September 21, 2016.

The NetBet Casino blocked my account with 390 Pounds on it and told me to send my ID and Utility Bill scans for reopening. I did it few days ago.
First they wrote: "Thank you for the documents you have sent us! They have been successfully uploaded to your file."
However few minutes after they told me this: "...we have been informed by the appropriate department that your account will remain permanently blocked.". I tried to solve it kindly with Nathan from the customer support via chat but without success. They called me fraud with no further explanation and confirmed my money will not be returned. I do not want to play at this casino anymore and advise other players not to deposit because they could lose their money. I am not a fraud so I am asking for an apology and sending the money to my Skrill account. Shame on you, NetBet!


posted on September 26, 2016.


After having had a close look at your account, I have to apologise for this misunderstanding. Your account should have been reopened when you sent us your documents.

I have now reopened your account.

My apologies for this misunderstanding and thank you for your understanding.

Best regards,

Customer support manager

posted on September 30, 2016.

Dear @Anium,

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.

Kai Brookes United Kingdom
posted on October 3, 2016.

Dear AskGamblers Complaints Team,
The issue with my account on NetBet was solved few days ago. I was waiting for my money is being withdrawn. Everything is ok now, I have my money and reopened account. However I still do not want to keep playing at this casino, because I am afraid of dealing with the same issue in the future. I do not know how is it possible that nobody from the NetBet casino was able to "look at my account closer" and find out that I was a victim of misunderstanding. After posting this complaint Marcel did it and reopened my account. I think it did not have to go so far (this is an advice for NetBet). This is really strange for me but luckily with the correct and happy ending. Thank you for your help.


posted on October 3, 2016.

Based on submitter's last post AskGamblers Complaints Team is now considering the complaint as successfully resolved and it is being officially closed.

Thank you all for your cooperation.