Ag Awards

NetBet Casino - Closed account

Complaint Info
Disputed casino NetBet Casino
Reason Account closure
Amount € 612
Posted on September 16, 2014

I was regular player at netbet casino for the last year or two, made 20-30 deposits (maybe more) and made also 20-30 or more withdrawals without problems... till now.
Last time I had deposited 100EUR then won up to 612 and made the withdrawall. 2 days later my withdrawall has been cancelled and my account locked.
They asked for the id and statement (account has been verified before) I have sent those again and got replay that my account can't be unlocked because I have 2 accounts - wow!
Finally on the chat I got info that I have second account with the same details and my account will remain closed.
I have no idea that I have other account, its propabbly that I have made this many many years ago which I didn't remember and I am sure that it wasn't used for the last 3-4 years.
Please help me to unlock this account and close the old one which I had no idea that I have it! I was loyal player for the last year and they treat me like this!

Mateusz R

Posted on September 18, 2014

Dear Mateusz,

We thank you for the feedback submitted towards our team and services.

Please be informed that following checks on your game statistics, we have found that you used a gaming strategy in order to block your real amount and to get rid of the bonus amount that was active on your account.

Also, we remind you that you have been informed that you are under suspicious of fraud and until we finished our observations, your account will remain closed.

Regarding the request for your ID, this copy is requested for age verification and and is not only requested upon withdrawal but also on first deposit on our site.

Our many clients can prove our words that we are one of the most serious companies in the game, and we always make sure to pay out our clients as it was your case until this situation.

Best regards,

Customer Service NetBet Sport

topkot Poland
Posted on September 18, 2014

I was only informed that I have 2 accounts and that this is the only reason that my account will remain closed. Never heard that my account is under suspiction.
I was playing mostly blackjack so I didn't use much bonuses - on BJ they are almost impossible to clear...
I hope that we can deal somehow with this and that I will AT LEAST get my last deposits back.

Posted on September 19, 2014

Dear Mateusz,

We remind you that until now, you already have been informed that you have breached our Terms and Conditions regarding your abusive behavior relating to NetBet bonus credits.

As we want to treat every situation properly and we want to offer equal chances to each of our clients to play on our site and since your account is under suspicion of fraud, your account will remain closed.

Best regards,

Customer Representative NetBet

Posted on September 20, 2014

Okay NetBet, I have deposited 2 or 3 times 100eur befor You have locked me so iven if I cleared bonuses in a way against Your t&c please remove the bonuses and send back my deposits to my skrill also I would like to continue playing here without bonuses so You can lock any bonuses for me and just let me to play without them - I like Your software.

Posted on September 22, 2014

Dear Mateusz,

Please be informed that your account will remain closed since this is the second attempt to use fraudulent methods to win on our site and we cannot afford the risk to get into a similar situation in the future.

Also please note that we cannot refund your last deposits since you already used them to play with that amounts and we remind you that this situation is in accordance with our Terms and Conditions, where we have stated:

4.1.18 Should we have any reason to believe that either an account or group of accounts are operating systematically, e.g. using specific betting techniques or group wagering, the Company reserves the right to block or permanently close all accounts. In these circumstances, the Company will not be under any obligation to refund you any money in your account, with the exception of the amount you originally deposited, should this amount still be present.

Thank you for your understanding.

Best regards,

Customer Representative NetBet

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