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NetBet Casino - Casino not wanting to pay out

Complaint Info
Disputed casino NetBet Casino
Reason Delayed payment
Amount £ 400
Posted on July 22, 2014


I signed up to netbet and placed several bets, I ended up winning £400 from my initial deposit of £200. Initially I was given a bonus but the wagering was so high I decided to just withdraw my winnings and lose the bonus.

Initially they blocked my account for an invalid phone number which was actually correct, they then unblocked me after phone validation so I could process the withdrawal.

I had to send my passport, my bank statement for the address, front and back pictures of the credit card, as well as the latest transactions from my credit card showing the purchase with them.

This was not enough and now they are requesting a document for permanent residency in the UK, I do not have a document showing this and have not claimed to be a permanent resident in the UK and I don't see how this is relevant in anyway as its not a requirement to place a sports bet.

It looks to me that they are finding an excuse not to pay out.

Please advise

Posted on March 16, 2014

Dear Andreea,

We regret to hear that your experience with NetBet was not as expected.

Please rest assured that your case is currently in the attention of our department in charge who is doing its best to solve this issue with your residence permit as soon as possible.

The moment we have any news on this matter, you will surely be notified right away.

The reason why we insist on you to provide us with an identification document is because NetBet tries to actually fight against and to discourage any person who would be a minor or who would not have reached the legal age required by their jurisdiction to participate in any gambling games offered by NetBet

We wish to emphasize that our company handles every situation with the utmost professionalism and consideration and to assure you that we acted accordingly in your case as well.

There is no reason for you to worry as you will receive your well deserved winnings once the file is complete.

Thank you once again for your patience and understanding.


Netbet Representative

Posted on March 16, 2014


I do not have a problem with age validation, I am not sure if I was clear but I had already sent the following:


-Bank Statement

-Credit Card Front and Back

-Credit Card Statement With Transactions from netbet

I also spoke to someone and confirmed phone number

Kind Regards


Posted on March 16, 2014

Dear Andreea,

Thank you for all the documents you provide us with.

Please rest assured that your case is currently being reviewed by our specialists and therefore, you shall receive a response within the shortest delays.

We thank you for your cooperation and patience during this time.

Best regards,

Netbet Representative

Posted on March 17, 2014

ok, I have received a request for bank statement to validate my address. I have sent this again and I hope it is validated this time.

Kind Regards


Posted on March 18, 2014

Dear Andreea,

Thank you for the copy of the utility bill. This has been accepted and updated in our system.

By means of this message, we would like to point out once again that our main purpose when asking you these documents was to process the withdrawal request in total security.

This is why our bank needed at least a copy of your utility bill as a proof of billing address, given that your passport is Romanian and register country is United Kingdom.

As the copy of your utility bill was provided, we will do all in power to speed up the transfer of your well-deserved winnings.

Wishing you a great day ahead.

Kind regards,

Customer Care Representative

Posted on March 21, 2014

Received money now.

Thanks for resolution

Posted on March 23, 2014

Dear Andreea,

We are are very glad to hear this. Enjoy it!

Kindest regards,

Customer Care Representative

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