Complaint #431
NetBet Casino
Loss limit not adhered to
6 years ago
Netbet failed to keep me save with a loss limit I requested of £50. I was able to lose over £2000, and the casino are saying they are not to blame. I’m angry that the casino are thinking it’s acceptable to not take responsibility for their system failures and I would like them to put it right.
As far as I’m concerned, when setting a loss limit regardless of previous winnings which they specified as an excuse, a maximum amount of what the limit requested should not be exceeded. After all, their literature does not make this clear.
It is evident since another customer of ask gamblers raised the issue a few years ago that they have not changed their wording of what the loss limit involves and this needs to be investigated further so a customer when choosing to set limits understands their options and isn’t taken advantage of.
I have attached all the relevant evidence as this casino are failing to respect a customers wish to have a loss limit in place. Regardless of whether the money came from winnings previously, when I set the limit I feel I should have been warned when losing £50 which I was not, and should have not been able to play anymore until the timeframe selected was over.
The casino themselves acknowledge that this is a rare case and they themselves would feel the same way.
I’m concerned that this may affect other customers and something needs to be done to prevent this.
Overall I feel that Netbet should refund my money that I am due and look at the wording of their responsible gambling tools to ensure when someone is making a decision, they can make the right one.
In addition to this, the casino when providing a response to the issues raised failed to answer why they turned off my limits and then when questioning them about that, banned me from the casino. I fear that the casino were trying to cover this up and I can provide evidence of that if required. Overall this casino are in my opinion abusing the system.
As far as I’m concerned, when setting a loss limit regardless of previous winnings which they specified as an excuse, a maximum amount of what the limit requested should not be exceeded. After all, their literature does not make this clear.
It is evident since another customer of ask gamblers raised the issue a few years ago that they have not changed their wording of what the loss limit involves and this needs to be investigated further so a customer when choosing to set limits understands their options and isn’t taken advantage of.
I have attached all the relevant evidence as this casino are failing to respect a customers wish to have a loss limit in place. Regardless of whether the money came from winnings previously, when I set the limit I feel I should have been warned when losing £50 which I was not, and should have not been able to play anymore until the timeframe selected was over.
The casino themselves acknowledge that this is a rare case and they themselves would feel the same way.
I’m concerned that this may affect other customers and something needs to be done to prevent this.
Overall I feel that Netbet should refund my money that I am due and look at the wording of their responsible gambling tools to ensure when someone is making a decision, they can make the right one.
In addition to this, the casino when providing a response to the issues raised failed to answer why they turned off my limits and then when questioning them about that, banned me from the casino. I fear that the casino were trying to cover this up and I can provide evidence of that if required. Overall this casino are in my opinion abusing the system.
Hello,
This complaint can now be closed. I received an email confirming the refund amount as promised, and the money is showing in my account this morning.
Thank you ask gamblers for your assistance and thank you Netbet for finally resolving this. I hope that with this feedback you are able to prevent the same thing happening with other customers going forward.
This complaint can now be closed. I received an email confirming the refund amount as promised, and the money is showing in my account this morning.
Thank you ask gamblers for your assistance and thank you Netbet for finally resolving this. I hope that with this feedback you are able to prevent the same thing happening with other customers going forward.
NetBet Casino Complaint Stats
Resolved
188 / 199
Avg. Amount
$2,894
Avg. Complaint Duration
55 days
Avg. Response Time
2 days
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