Complaint #68 NetBet Casino

Casino770 - Withdrawal not being paid

By babichickan

11 years ago

Message on forum

Hi,

I recently signed up on casino770 and they sent a text to my mobile with a code for a free £10 no deposit bonus. So I happily went on the site and used the code. Luckily I managed to build the £10 up to £210 on just slot machines this was after wagering 30x (£300) the bonus. I checked the terms and conditions which explained before withdrawing I would need to deposit £30. I was happy to do this as I thought I would just be able to withdraw immediately after depositing... To my surprise they then gave me a 100% matched 1st deposit without asking if I wanted this. This obviously annoyed me as now I couldn't withdraw the original winnings or my deposit as now I had to now wager 30x this bonus (£900) before I could withdraw again. So I thought I was scammed in to this without really explaining that would be the case, never really a good start to joining a company.. But again luckily with my new balance of £270 with the £30 deposit and 100% matched £30 on top of the £210 I managed to stake out there ridiculous requirements basically where I left it with £270 balance. So now at this stage it allowed my withdrawal request minus the £40 bonus they had given me so allowed a withdrawal request of £230.

This is where the fun began as then came the emails requesting Identity documents which I explained I didn't own any passport or drivers license, however after a conversation with one of the payment verification departments they offered a solution where this would not be required. They said if I opened a SKRILL (money bookers) account then I wouldn't need to send these documents as they were in partnership with them. So I went ahead with this and set up a money bookers account as this sounded good to me as the original bank account I used to deposit was closed anyway so gave me an alternative to withdraw in to. I then realised that upon opening this money bookers account I had to deposit again to this site before I could withdraw via the same payment method. This I did however as it seemed the only way to withdraw the money I had deposited and also the money I had won.

So at this point I now had to arrange to cancel my original withdrawal request which they happily arranged immediately, the only thing they have arranged immediately I may add (probably because they thought it was to give up and just gamble the balance). I then requested the new balance of £240 to be withdrawn now through the registered money bookers account....

To my surprise they instantly asked for all the same documents they originally asked for which I haven't got, so there resolution just meant they had another £10 off me and lied to do so. In the end I made arrangments to get a birth certificate and a number of screenshots which they finally accepted after a week of daily discussions with then over the phone and via there online live chat....

So to round it off after all that now they are not communicating at the final stage of withdrawing. All that needs doing is the withdrawal to be validated to be paid in to my money bookers account to which there response is the same every time.... 'we have passed that on to the relevant department and will contact you shortly'. I seriously can not believe how unbelievably bad this casino and website this is. This site should surely be closed down after all the complaints I have read about it.... All in all I have been waiting since the 08/02/13 and feel I have got nowhere, please help resolve this as my dealings with them seem to be like a broken record. even if I receive the winnings I still would like to know how sites like this are allowed to get away with this.

Disputed Casino NetBet Casino

Reason Delayed payment

Amount £240

Discussion

AskGamblers

• Support Team

13 years ago

This complaint can be considered solved!

AskGamblers

• Support Team

13 years ago

Dear @babichickan,

Please confirm if the issue has been resolved. Please be in aware that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

AskGamblers

• Support Team

13 years ago

babichickan, is this complaint solved?

babichickan

13 years ago

I have now received the funds in to my account, this however does not remove the fact that your incompetence to dealing with a complaint is anything other than pathetic. I can not believe the time it took to get to this resolution.

My word of advice to your unbelievably bad casino would be to take identification documents upon signing up and before any deposits can be made. This would allow genuine gamblers to know there will be no problem when withdrawing. I know this will not happen however as this is part of your money making schemes that you have in place.

And for you to question why I raised a complaint confuses me some what as any normal casino that accepts a deposits does not take a month of back and forth chats to the same people, receiving the same answers. I assume I only received the withdrawal because I registered the complaint on askgamblers.com. I may be wrong but coincidently when I advised you of my complaint externally you finally arranged my request. I also have a statement quoted by yourselves in the original email requesting documents stating:

'Once we have received the requested copies, we will be happy to offer you a £ 30 bonus, so that you can go on having fun with Casino770.'

Just another promise that wasn't arranged. I strongly advise people to avoid at all costs as this is easily the worst online casino I have played on. the odds are already stacked against you gambling but to add to that percentage obviously certain casinos get greedy and this is one hungry casino. They have no complaint process, they have no management to deal with, they have no contact with specific departments other than email and they have no idea how to deal with people... Happy to take your money, extremely reluctant to pay anything back, stick to your main stream casinos and avoid these dodgy scam artists like the plague.

best regards

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

Resolved

$32,707