Complaint #89 NetBet Casino

Bonus joke

By baltizoi

11 years ago

Message on forum

Welcome on our site! One of our operators will be shortly assisting you. Waiting time is aproximately 1minute(s). Thank you for your patience!

You are now chatting with 'Stacey'

Stacey: Thank you for contacting chat support! I am here to help you! How may I be of assistance today?

baltizoi: Hello, I have spoke to someone here 2 days ago about cancelling my bonus by some department but the bonus is still there...

Stacey: Could you please confirm your username?

baltizoi: baltizoi

Stacey: I'm sorry for the delay. I'll be right with you.

Stacey: I will be right with you.

Stacey: the bonus cannot be removed, and in order to be able to cash out you must wager it 30 times

Stacey: you have 400 as bonus and 250.9 as real money

Stacey: the bonus was put on to your account as our system encountered that the playthrough was not completed before you made your withdraw

baltizoi: it can be i also cleared it and someone put it again

baltizoi: yes and i dont wanna it

Stacey: it cannot be removed

baltizoi: someone sent request to some department to remove it

Stacey: it cannot be removed as you did not wager it

baltizoi: it can be removed i have spoken to someone 2 days ago

baltizoi: he says it can be

baltizoi: and ofc it can be lol

Stacey: the relevant department confirmed that it cannot be removed

baltizoi: can You remove or sent request again to someone who can?

baltizoi: LOL!!!

baltizoi: stop kiddin me

baltizoi: u have stolen me 40 euros

baltizoi: and now this b**ts

baltizoi: gimme system ill remove it myself

baltizoi: man just remove it

Stacey: our system encountered that the playthrough was not completed before you made your withdrawal, therefore the bonus is active

baltizoi: or i send topic to the forum

Stacey: and it cannot be removed

baltizoi: to avoid play here autobonus whcich cant be removed omg hahhaha

Stacey: you must comply with the terms and conditions

Stacey: which clearly speicify that

baltizoi: where

Stacey: players must wager their bonuses

baltizoi: show me term

baltizoi: taht bonus cannot be removed

baltizoi: i want to play my money

baltizoi: not this bonus u understand ,me

baltizoi: ?

baltizoi: 100%casinos have option to cancell it

baltizoi: if u dont have nice, You will be on the biggest forums soon

baltizoi: because You just lie

baltizoi: u gave it u can remove it its easy as 123

baltizoi: changing 770 to netbet wont help You if U do this things...

baltizoi: business will collapse v soon

Stacey: as mentioned, our terms and conditions mention that players must wager their bonuses. Please note that you have not wagered your bonus, since the system detected that you have not completed the wagering once you made your withdrawal

Stacey: therefore you must wager the bonus 30 times

Stacey: as it cannot be removed

baltizoi: askgamblers.com You wil be there v soon man theres no term that bonus cannot be removed man and U just lie

baltizoi: click and remove it

baltizoi: should I start to post or You help me

Stacey: at paragraf 6.4 from bonus section, it is mentioned: 6.4 "A player cannot apply for a withdrawal request unless the playthrough of the bonus received has been fully completed".

Stacey: 6.5. The player agrees that winnings from bonuses which require initial deposits will only be awarded once bonuses have been completely played out.

baltizoi: okay You dont understand me again

Stacey: therefore all the active bonuses from a player's account must be wagered

baltizoi: I DO NOT WANT BONUS

baltizoi: after depo

Stacey: these are the rules

baltizoi: and this is auto

baltizoi: then nobody can cancell

baltizoi: best joke ever

baltizoi: ok contacting askgamblers

baltizoi: be

baltizoi: bye

You are not currently in a chat session. Please check your internet connection and try again in a few minutes.

Disputed Casino NetBet Casino

Reason Bonus removal

Discussion

NetBet Casino

• Representative

12 years ago

Hello,

Please be reminded that after you automatically received the 100% bonus following your first deposit registered on our site, you also activated yourself another 100% bonus on your account by using a bonus code from one affiliate website.

For your information, all conditions attached to the bonuses we offer are stated on our official website and are available for all our players to access.

As we stated previously, once the bonus added to your balance, this can no longer be removed.

However, you have the possibility to withdraw the funds available in your balance after fulfilling the wagering requirements attached to your active bonuses.

Casino NetBet remains at your service for any assistance that you might require.

baltizoi

12 years ago

This is JOKE, please just REMOVE all my bonuses or send back my deposits to my skrill, I wont play here with these bonuses. I want to play my deposit money only without BONUS.

baltizoi

12 years ago

Yes, is this ok that casino give autobonus then You can't remove it ? first time I see this, I want my deposit back (I have more money than I have deposited + got bonus) so I want to remove bonus and this is not possible????

AskGamblers

• Support Team

12 years ago

Anything to be added here?

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