Complaint #133 NetBet Casino

Won iPhone 6s from their Christmas promotion, but they delay the delivery with a month?!

By spyridwn P.

10 years ago

Message on forum

Hi dear readers,

i am a player at netbet casino.gr.com since 3-4 years...i has bet a lot of thousand euros at their platform and as a result i have not been handled by the customer support as it should be for a good player...let me explain you...
Before 12 days i open the christmas calendar door,at 6th of december and i won an i phone 6s 64 gb(620euros)...woooowww...i start screaming from my hapiness!!!from the 6th of december i was trying to contact with the customer support,finding the day that i will receive my winning...First day casino said:allow us to find the way to send in greece ur gift!!!second day support said:give us the fully address to send ur gift...third day support said:wait from the customer support to reply to you via email about the day you receive ur winning!!!after all i try to contact via facebook page,that they said me that there is no way to send in greece the gift so i must wai to find a solution.but greek operator earlier had told me that it will be late due to christmas full work of deliveries...i think that they are trying to confuse me,since they dont have the same reason about the delay of my winning!!!
From then and now i hadnt receive any answer either live chat or email,until yesterday afternoon that i receive an email from c.s that was said that "i will receiving my winning until the end of january"...please,its christmas and i won my gift on christmas calendar!!!not at easter calendar!!!ther is no reason making me waiting so many days!!!all the people around the world deliveries every day so many things...why for me the delay should be 2 months???please help me to obtain my legable winning from the netbet casino.com.gr as it should be on time!!!i am a player that pay on time so,i want my winning on time!!!there is no terms and conditions writing that you will take ur winning after 2 months!!!thanks for reading and i hope for a solution at that "problem"...my username is spyros198519 at netbet casino.gr.com

Disputed Casino NetBet Casino

Reason Bonus not given

Discussion

AskGamblers

• Support Team

10 years ago

We are happy to see this case reached to final agreement and satisfactory outcome for both parties involved.

The complaint is now Resolved and officially closed.

spyros19851984

• Greece • 1 reviews

10 years ago

Hello,

Mrs Melanie thanks for your time taking to read and participate at my complaint again.
as you have been informed from the Greek operators we have find a common route as it concerns the solution at this issue.
My anti-suggestion were:
I will keep the iphone 6s 16gb that was send to me from you by mistake and instead of 700€ bonus,you will credit in my account 250€ realy money,not bonus money,to withdraw immediate,as the rest amount that came from iphone 6s 64gb.
My SUGGESTION ACCEPTED BY NETBET CASINO and i have already request a withdrawal.

Thank you again for your kindness to find the last solution at this issue...(i hope the last)...

Askgamblers team you are kindly requested not closing the complaint,until the requested amount 250€ hit my bank account!!!
Yours sincerely,
Spyridwn P.

NetBet Casino

• Representative

10 years ago

Hello,

Thank you for letting us know.

Please rest assured that we are determined to bring your case to a favorable conclusion as quickly as possible.

Therefore, I kindly ask you to let us know if you would like to:

-keep the iPhone you received and receive a 700 EUR bonus from us as well
-or send us back the iPhone you received so that we can send you an iPhone 6S 64gb silver instead

Looking forward to your reply,

Best regards,

Melanie

Customer Support Manager

spyros19851984

• Greece • 1 reviews

10 years ago

Hi dear Readers and AskGamblers team,

today it was my happiest day due to i receive a text from fedex courier informing me that my package(i phone 6s 64gb silver),were received and it were ready for delivery...
i receive the package at 9;48 Greece time...i open it and discover that inside the package there werent the awarded prize i won,-the iphone 6s 64gb silver,but the iphone 6s 16gb silver gray...

i was hoping that all the problem has been solved,but as it seems casino sides are not willing to cooperate at this matter!!!i am trying to contact with them since 12th of december via chat,email,or phone but i have never manage to reach them...speccially live chat and phone never works!!!never...i attach in the end of that text all the docs(email refering about the prize that i won,from greek representative,and also the iphone i delivered today)...
EMAIL RECEIVED:

Please type your reply at the top of the email...
For your reference this is Case #: 210576
JAN 06, 2016 | 05:39PM GMT
Αγαπητέ Σπυρίδων,
Σας ευχαριστούμε για το μήνυμα σας και καλή σας χρονιά!!
Το tracking number είναι ο 8060 1199 9545 για το Apple iPhone 6s 64 GB.
Αν έχετε περισσότερες ερωτήσεις, παρακαλούμε μην διστάσετε να επικοινωνήστε μαζί μας!
Με εκτίμηση,
Ιωάννης
Εξυπηρέτηση Πελατών
NetBet Casino
E-mail: epikoinwnia@netbet.com
Τηλεφωνικός αριθμός: 0030 211 198 4446
Φαξ αριθμός: 0044 207 760 7171
Βρείτε μας στο “Facebook”: https://www.facebook.com/netbetcom
Ακολουθήστε μας στο “Twitter”: https://tiwtter.com/netbet
https://casino.netbet.gr

thank you for reading and i hope all that,this time to be solved

SPYRIDWN P.

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