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NetBet Casino - Unfairly downgraded my Diamond Club Players level

mike222 Romania
posted on July 6, 2017.


I have an issue with Netbet Casino in Romania.
I've been a registered user at this casino for more than 1 year, and since the Club Players launched, i have increased my level to Diamond. In 25th June i recieved a promotional email from the casino that stated that i only need to get 5 more points in order to maintain my status of Diamond to avoid falling to a lower one.
At the moment of recieving the email, on 25th june 2017, 1:26 AM, i had 40,598.82 points, so normally i only needed to reach 40,563.82 points to keep my Club level at diamond for the month of July.
I have made 5 deposits on 27th June and i accumulated ~13,000 more points and ended the month with 53,220.30 points.
I logged in on 3rd of July and noticed that my Club level has dropped to Gold, and i was supposed to be Diamond, as stated in the email.
After contacting support and providing them the screenshots with the email, their response is that the rule is that i must reach 77,770 points, and that is the reason my level dropped.
All i want is that my Club level to be Diamond again and also be compensated for the trouble , because prtially i redeposited because of their misleading email. At least they could have said it was a mistake from their program and i wasn't meant to recieve that email, but they don't even admit that and keep throwing me in the face the 77,770 number. If this is the way they treat the customers, it means that we should not trust any promotional email from them, and expect to not recieve anything after depositing?

I need an answer of what will be done behalf of the Netbet Casino representative. If i don't get my CLub level back and also compensated, then i request them to close my account and unsubscribe me from their newsletter, because there are a few other good casinos where i can spend my money, without all those nonsense support conversations that i will attatch to this message.
Thank you in advance !

posted on July 7, 2017.

Hi Catalin,

My apologies for the issue you've encountered.

Since you've followed the instructions in the mentioned email, I've upgraded your status to Diamond and I'll make sure this is looked into so this does not happen again.

Best regards,

Customer Support Manager

mike222 Romania
posted on July 7, 2017.

Thank you Marcel for looking into this and fixing the problem so fast, its a bit sad that the support from live chat failed to manage this properly. I would have accepted the Gold level if the would have admitted that the email was sent by an error, but they didn't, so that kind of triggered me.
It is good to hear that you will look into this issue about the mailing system error, therefore i consider this compliant solved.

Thank you also AskGamblers for posting my issue and helping me with this !

posted on July 7, 2017.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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