Complaint #331
NetBet Casino
Account Closed And Funds Seized
7 years ago
A few days ago I opened a new account under the user name Biggy101 on NetBet casino. I normally play on Spin Palace but wanted a new variety of games so I googled good rating casinos and came across NetBet casino. I am located in Canada and they do allow Canadians. I made the account and made a small deposit of $25 cad and was suppose to get a match up of 100% and 10 free spins but did not receive the free spins. When I contacted chat support they told me I was not eligible for the free spins because I'm in Canada. Even though I would have expected them to comp me in another way I let it go since it was only 10 spins. The next day I made another deposit of $50 cad and received a 50% match up so I had $75 available. I played and actually got all the way up to $500 but went back down to $250. At that point I was allowed to to withdrawal up to $225 and it would forfeit the $25 bonus but left it because I wanted to play more later on. Later that day I went to try to log back in and it said I was banned and could not log on. When I contacted support, the chat agent named Jack had told me it was because some information in my account was incorrect and that where it has region it had UK and not Canada. Then when I explained to him that it was only a mistake because I had given all my proper information, including home address and phone number and even did the the verification through phone and email he said even though they do allow canadians to play I still did not select the correct region. I then asked why when they verified I was located in Canada after my first deposit why did they allow me to make a second deposit the next day and only after I had actually accumulate money did they ban me. He did not give me an answer to that but I did ask him if there was anything he could do to fix this as this was simply a small oversight mistake and I was not trying to cheat or scam the casino in anyway and just wanted to get back to simply playing. The support agent on the chat named Jack said that he would fix the issue for me and all I had to do was make a new account with the proper region selected and then give him the new user name to which I did which is now (mmd8626). After I gave him the new user name he then told me to contact support through email and explain the whole situation all over again. I did this but at the same time thought that the chat support agent jack had transferred my funds only to find out through the chat on my new account that he had not fix the issue but had simply just had me deal with support through email instead. Even though a little upset and frustrated again I wrote an email to support explaining the issue but for some reason the emails would not go through on my outlook email so I sent the email through my work email and explained also who I was and why I was emailing through my work email. That was 3 days ago and I have still yet to see my funds in my new account or even heard back from support via email. I have not made anymore deposits yet for 2 reasons. One I don't want to give more money if this is the kind of casino this is and Two the new account has the welcome bonus available again which I understand is wrong for me to take since I've already received the welcome bonus on my old account. I only want them to transfer my funds so I can continue on playing and if they won't do that then they should refund me the second deposit of $50 cad since they knew before i made that deposit I am in Canada.
Screenshot
