Ag Awards

NetBet Casino - Delaying verification and withdrawal for over a month

Complaint Info
Disputed casino NetBet Casino
Reason Delayed payment
Amount € 3200
geffenno Austria
Posted on September 10, 2020

Good afternoon,

I am customer of netbet since 18 July with deposit 600 euro. They have a pretty nice selection of games and etc. So I enjoyed my play and won 2600 Eur, total balance was 3200 EUR. I had two deposit option Visa card and Neteller seems they are doing well with both. First two withdrawals were smooth and fast, but after this something went wrong and my last withdrawal to Neteller was placed on hold since 31-07-2020.
Frankly speaking various documents were provided upon request - selfie, passport, bill, card. All are fully verified. The only one thing is a verification call, I have been waiting for it about a month but nothing. German speaking support in live chat never on duty so I try and use English one, but all I can get - We will contact you as soon as possible. Are you really so busy, that can't find time to contact me?
The account is open and I can balance.

Posted on September 10, 2020

Hello Mr Baumgaertner,

We have tried to contact you today, but the number you have on file seems to be either disconnected or it was unavailable.

If you could confirm a valid phone number, we would be more than happy to get a resolution to your complaint.

Thank you,

Posted on September 14, 2020

Dear @geffenno,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you have advised NetBet Casino team accordingly about your correct phone number..

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

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