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NetBet Casino - Ignoring Loss Limits

RESOLVED
beby001144 United Kingdom
posted on June 5, 2018.

Hello , i have made 1400 profit on the day and cashout 1100 , after the cashout i have put the loss limit of 300 so i dont cancel the withdraw to play as i cant , but the thing is they did let me loss all the money 1400 when it says clearly the limit starts when is first set , i have been to chat and they closed my account , dont know for what and they said they will email me after they found out what the problem was is over 48 hours know , what do i care about there system error for me is easy to verify it takes me 5 min as an amator to find out what happen , and they should refund me the money over 300 loss , the amount they need to give back is about 1050-1110 cant tell exatcly the amount because my account is closed and cant check transactions no more , lucky i took a picture of me setting the limit before the account closure , here is some chat transcrips so you guys know i did put the limits as the chat was weird , first the system did not work told me to go back , second they close my account wich is weird and why , ? i cant wait any longer as the cashout takes ages as well so please accept the case .


second chat Anton Sat, 06/02/18 10:09:19 am Europe/London

Hello beby0011, I'm Anton. How may I help you?




beby0011 10:09:23 am

me again
got disconected
why u self exclude me ? 10:12:42 am
i put loss limit and i was able to play more 10:13:42 am
then the limit was set up

Anton 10:14:55 am

I have contacted the relevant department in charge to look into the issue that youraised and aslo temporarily closed the account until we have an answer
10:15:18 am

how long will that be ?
if i dont get the refund ill be open cases all over forum like askgamblers casino meister , u guys avoided to awnser me and not u locked my account asweel 10:16:08 am




10:16:53 am

How have we avoided answering you? I have informed you that this needs further checks. We will get back to you once we have resolved it.




10:17:08 am

when will that be ?
24 hours ?




Anton 10:18:29 am

Yes we usually get a response within 24h. Sometimes it may take longer if the issue is more complicated, but we will inform you if that should be the case

10:18:40 am

ok thanks

posted on June 5, 2018.

Dear BEBY001144,

I have checked your account, more precisely your limit history and your gaming history.

Please note that the real balance you had when you've started playing and winning was £0.20. These are the funds that let's say 'you have brought to the table'. With these funds, you've reached at some point a balance of £1500. As long as you don't withdraw the funds, the money is still in the casino's possession, the same way in a land base casino the chips are not considered as being your cash till they are not exchanged at the cashier.

The way the system allows you to make sure you are not losing more than you can afford, is by applying a limit on YOUR FUNDS, thus to take again the example above, on the money you brought to the table. Thus, if let's say you would have lost the £0.20 instead of winning, you could have deposited as much as you wanted, but the system would have allowed you to lose a further £299.80 beside the £0.20 you already had on your player account, £0.20 coming from your previous deposit.

The loss limit you have set do not apply on winnings obtained on our website and never withdrawn. If on another hand, you would have withdrawn the £1100 you wanted to cash out at some point, then you would have deposited the money back onto your account, the system would have considered those funds as 'money brought to the table' and wouldn't allow you to lose more than £300 as per the limit you had set.

Applying your logic, the system should always reset the limit and recalculate the losses starting from the highest balance you ever reached during that day/week/month, depending on the length of the limitation set. That isn't of course the way a loss limit is working.

We do offer other tools to prevent you from cancelling the withdrawal requests that are in pending: you have the option to temporary block your account or, something that just a few bookmakers are offering, you can contact the customer support and ask them to block for you the option to cancel the withdrawals.

I hope the aforementioned makes sense for you.

Best regards,
Marcel
Customer Support Manager

beby001144 United Kingdom
posted on June 5, 2018.

I dont care what your sistem does , i go by the terms and conditions of lose limit , in accordance with the ukgc and by the terms that is written on nebet loss limit , i dont deal with systems , it says there loss limit i pus 300 , i read and it says it start from the moment i set it up , at the moment i set it up i had about 250 in the account plus 1100 in pending withdraw , u guys let me lose all of it , and i m sure askgamblers will be with me , does not matter how i made the money , i ll be going further then this , also ukgc have been notified about the error on ur site , when i started playing i did not set up any loss limit , the loss limit was set up after the withdraw was made . and it says clearly the loss limit starts when is first set up . is ur terms and conditions

beby001144 United Kingdom
posted on June 5, 2018.

The loss limit you have set do not apply on winnings obtained on our website and never withdrawn. If on another hand, you would have withdrawn the £1100 you wanted to cash out at some point, then you would have deposited the money back onto your account, the system would have considered those funds as 'money brought to the table' and wouldn't allow you to lose more than £300 as per the limit you had set.


u just told me here i m right and need to refund me , 1100 £ was withdraw - i set up limit of 300 , withdraw have been cancel system did not stop me loss more then 300 .

posted on June 5, 2018.

Dear BEBY001144,

You are misinterpreting my sayings, as the funds never left the website since the withdrawal request wasn't process. Thus again, applying your logic, the system should always reset the limit and recalculate the losses starting from the highest balance you ever reached during that day/week/month, depending on the length of the limitation set. That isn't of course the way a loss limit is working.

As aforementioned, in order to prevent you from using the pending withdrawal request you have the option to temporary block your account or, something that just a few bookmakers are offering, you can contact the customer support and ask them to block for you the option to cancel the withdrawals.

Of course, if for any reason you are not satisfied with how NetBet has resolved your complaint, you may decide that the matter be referred for adjudication by the Independent Betting Adjudication Service www.ibas-uk.com. It is your right to do so.

Regards,
Marcel
Customer Support Manager

beby001144 United Kingdom
posted on June 5, 2018.

how did u come up with awnsers so fast , i have been waiting for more than 72 hours witout an awnser saying that is dealt by a manager , selfexclude my account , when i tried to login it says i m banned from the website , saying that 1000 £ balance avalaible to withdraw is not my money , i can do 1000 £ in 1 go on roullete but there not my money :) no problem i ll atached rulles by the ukgc and other ..... , and after let askgamblers decide

beby001144 United Kingdom
posted on June 5, 2018.

And i did not say the limit starts on the highest point of the day , it starts when is first set up , in my case with a 250 balance and 1100 pending cashout , wich by your say are not my money

posted on June 5, 2018.

Dear BEBY001144,

We are here to give you a fair response to your complaint and since obviously NetBet has a different point of view from yours the best is indeed to refer the matter to the Adjudication service.

I can assure you though that the website is fully compliant and so are the responsible gaming tools.

Best regards,
Marcel
Customer Support Manager

beby001144 United Kingdom
posted on June 5, 2018.

is not about the point of view is about what the rulles says for uk licence , and i have atached a print screen from them that say iii. loss limits: where the amount lost (ie winnings subtracted from the amount spent) is
restricted (for instance when a customer makes a £10 bet and wins £8, the loss is £2).

and 2 other big casinos that agree with me

how come only netbet says difrent , come with rulles printed stuff where it says that and i will accept , stop cheating people , me an all other 1000 cases you have and all trust pillot reviews , and + other complains and bad reviews you guys have , is 2018 dont delay people with payments , solve there problemes fast and easy dont wait for weeks till you reply if any reply . abuse is fine banned them , but when i m a custmer for years with you guys and never made a single cashout i wondering why cuz you never procces payment i had once 1 week a pending withdraw , with no emails . i am an affiliate of yours as well and i ll tell all my youtube viewers about your scammy little tricks and not beying a fair casino , if other can make money beying fair why cant you guys ? ????

beby001144 United Kingdom
posted on June 5, 2018.

The Dispute has been refer to ADR .

Ask Gamblers , Please Make a Decision In this Case !

beby001144 United Kingdom
posted on June 7, 2018.

Ask gamblers Please Close this Case As resolved , even if Marcel did not awnser me no more , i have been given an awnser that the money are in the way to my bank account . many thanks Ask Gamblers , and for people that want to see the awnser here you go , hope they will change the way there loss limit works .

Hi Andrei,

I hope my email finds you well !

In regards to the complaint you raised ,we wanted to inform you that we have opened an internal investigation and also reached a conclusion.
Our Responsible Gaming Officer also analyzed your case and, as a result we decided to make an exception and process the refund of 1100.00 GBP to your bank account. The amount will be visible in your account in 2-4 days.

We rarely encounter complaints related to limits or how they are interpreted, however we’re taking your feedback seriously.
Therefore, we will change the way limits are explained to make sure other players do not encounter the same problem as you did.

Following the refund and giving the fact that we believe the issue has been solved to your satisfaction, we kindly ask you to withdraw your complaint from AskGamblers.

Should you have any further questions, please do not hesitate to contact us.

posted on June 7, 2018.

Dear BEBY001144,

I apologize for not having replied here but we wanted to thoroughly proof read all our terms and conditions in order to make sure that everything is crystal clear and reflects the way our limitations do work.

However, because indeed, there is still room for interpretation we must admit our fault and give you what's yours. Thus the refund was made.

We will indeed modify the way our rules are written to make sure they explain properly how our system works, thus helping the players to take the right decisions when it comes to responsible gaming.

Regards,
Marcel
Customer Support Manager

beby001144 United Kingdom
posted on June 7, 2018.

Can you please make sure a payment was made , as i asked in chat and they said theres no payment made to me , if nothing was proccesed please make that refund today by skrill so i can confirm here that , as seems that not all representative are aware of my case

posted on June 10, 2018.

Dear BEBY001144,

Can you please confirm that you received the funds onto your skrill account?

Thank you in advance.

Regards
Marcel
Customer Support Manager

beby001144 United Kingdom
posted on June 10, 2018.

Yes i have received the refund , happy with the result ! Case Solved ! thanks Ask gamblers

AskGamblers
posted on June 11, 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.

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