Ag Awards

NetBet Casino - Delayed Withdrawal Request

Complaint Info
Disputed casino NetBet Casino
Reason Delayed payment
Posted on July 17, 2018

I made a Netbet account and made a bet, won and wished to withdraw. Tried to withdraw on 8th July. Then received an email on the 9th July asking for
• the front/back copies of an official document to prove your identity
• the front/back copies of the credit card, you used to deposit on our site
• a copy of a utility bill in your name (phone/electricity bill) issued in the last six months.
I sent these immediately back the same day and received an email that said they had received them and they would be put on file.

Then on 10th July I received the email asking for the documents again.

Finally on July 12th I received an email telling me now I had to speak to a member of staff to verify.
"We have uploaded your documents to your file.
In order for us to fully verify your account we require a valid phone number where we can contact you.
Kindly note that the withdrawal process will be put on hold until we are able to talk to you.
Should you have any further questions, please do not hesitate to contact us.
Best regards,
Netbet Customer Service"

Immediately I sent an email back with a contact number for myself and tried to call NetBet myself. I was on hold for 40 minutes without speaking to a single person (or having the phone answered) before it cut me off.

The next day I received no phone call, so called myself again and was on hold for 30 minutes and still didn't get through to anyone.

The next day I still didn't receive any calls from NetBet. So I had to wait over the weekend didn't I as their phone lines weren't open, and tried again today and was on hold for 45 minutes without speaking to a single person, whilst the chatroom had this to say...
I have been waiting, since Thursday and have had no phone call
Are your phone lines closed today?
40 minutes now, I have been on hold

It is indeed closed for the moment but tomorrow I can assure you that my colleagues will call you

So, I've been on hold for 40 minutes for no reason?! Unbelievable. The line says "All our agents are currently busy, please hold the line and your call will be answered shortly."...

That is because they are. We have a high volume. The line is opened but the waiting time is indeed a bit high"

Of course I was told I would get a call on Thursday, Friday and now Tuesday. BUT NOTHING


Posted on July 17, 2018

Dear @peter­man­che­ste­rbets,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on July 17, 2018

Now I have been told via email that my number is not in service. This is a lie, I have had 3 people call it, it can make calls and is working fine and has been working perfectly. Then I was on hold with NetBet again for 17 minutes with no answer. Went onto live chat and then was told they have tried on numerous occasions they have attempted to call. This is completely untrue.

Posted on July 19, 2018


Now that our agents managed to get in touch with you, your withdrawal was validated by our financial department.

Our apologies for the delay in your case.

The funds should reach your account within 4 working days.

Please confirm once you've received the funds.



Posted on July 23, 2018

Dear @peter­man­che­ste­rbets,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind 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.

Posted on July 23, 2018

After 7 calls being held for over 45 minutes each time. I was finally called by a member of the team. I then was able to verify my account by speaking to them and then the matter was able to be settled.

The matter is resolved, I'm sure partly because of

Be warned, they don't let winnings go easily.

Thank you

Posted on July 23, 2018

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.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy