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

posted on December 21, 2015.

Hi dear readers,

i am a player at netbet 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 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" username is spyros198519 at netbet

posted on December 22, 2015.


First of all, I would like to thank you for your feedback.

As our Customer Support agents have previously informed you, all the prizes that our players win with the Advent Calendar will be purchased and delivered to them at the end of the promotion.

Because we wanted you to receive your prize sooner, we have already ordered it for you. However, given that we were not able to order it from Greece, we were forced to order it from London. In addition, as you probably know, all delivery companies are extremely busy during this time of the year and might not be able to make all deliveries on time.

Given that you informed us you were unhappy with the waiting time, we offered you the option of exchanging the phone for cash, but you declined our offer.

I can assure you that as soon as the phone is delivered to our London office, we will do everything we can to send it to you in Greece as quickly as possible.

Therefore, as far as we are concerned, we did everything we possibly could to bring you satisfaction in this matter.

Thank you for your patience and understanding.

Best regards,


Customer Support Manager

posted on December 23, 2015.

First of all Mrs Melanie i would like to thank you for your time answering at my complaint!!!

You know,its important for me as a loyal player at ur casino,to receive answers at my requests,since i have never had answers at my most requests,from your customer support,concerning casino issues!!!i used to call and sending many emails to receive any answer and sometimes no answer...n­ev­erm­ind...

As it concerns the issue(*complaint),i would like to remind you that i have never receive any email refering that i will receive my prize at the end of the promotion.If you have an email refering the above informations,you are kindly requested to provide us with that,seeing the details that you refer at ur text!

Secondly,as it concerns,your reference at delivery time and also at the order of my iphone,feel free to be informed from your colleagues(Greek operator),which they have gave me a time frame,saying that my prize will be delivered at the 20th of january...Could you please explain me,why you dont know when i will receive my prize and the Greek operators gave me already a time frame,(that is not a normal period,since i order a pair of shoes from ebay at london and i receive it at 8 days,y­est­erd­ay)­???­Thank you,i will appreciate it!!!

I would like to refer to you that i am not here to make a "war",my only ambition is to find a solution ,receiving my prize as a Christmas gift,at christmas eve!!!...I have bet a lot of thousand euros at ur casino,and its not so fair waiting all that period,sendind unanswered emails and unanswered calls.

Finally,i would love,if you could,to provide me all the informations about the order you made,the date you order it and the estimated delivery time from the company you order it.

Thank you dear Melanie for ur time and i hope all that to be solved before the old year pass!!!

Have a blessed Christmas Eve and a Happy New Year...


posted on December 26, 2015.

Dear @spyros19851984,

Please let us know if there's an update regarding your ongoing complaint. Please be in aware 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.

posted on December 27, 2015.


We have been informed that the estimated delivery date to our London office is the 5th of January.

As soon as we receive the phone, we will send it to you in Greece and we will keep you informed. In addition, we will give you the tracking number so that you can check the delivery status at any time.

Thank you for your patience and understanding.

Best regards,


Customer Support Manager

posted on December 30, 2015.

Thank you for your willing mrs Melanie,to solve that issue at its early time...I think i can trust you,as i am doing playing at your casino...I am waiting for your promises that you wrote above,to be send at my personal email adress!!!if you think that all your promises are correct and truthly,then yes the complaint should close for now...
Thank you!!!

posted on December 30, 2015.


Thank you for your reply.

I can assure you that we have done everything in our power for you to receive your prize as soon as possible. Furthermore you have my word that as previously mentioned, as soon as the Iphone is delivered to our London office, we will have it sent to you in Greece and I will provide you with the tracking number.

I will get in touch with you very soon.

Thank you for your understanding.

Best regards,


Customer Support Manager

posted on December 30, 2015.

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.

posted on January 12, 2016.

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers Complaints Team have been informed by the player that he didn't receive the promised reward - iphone 6s 64 gb silver. Instead he received different one of the smaller value - iphone 6s 16gb silver gray.

posted on January 12, 2016.

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)...

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,
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Φαξ αριθμός: 0044 207 760 7171
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thank you for reading and i hope all that,this time to be solved


posted on January 13, 2016.


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,


Customer Support Manager

posted on January 14, 2016.


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.

posted on January 15, 2016.

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.

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