Ag Awards

NetBet Casino - Holding my withdrawal

Complaint Info
Disputed casino NetBet Casino
Reason Delayed payment
Amount £ 784
Posted on August 1, 2014

On 14th July I confirmed my bonuses were complete and could withdraw my funds of approx £800.
The funds never entered my account and I had no correspondence from netbet. After 7 days I asked for a status update and advised they needed both a copy of my ID and images if the back and front of my cards, but could not provide a valid reason why they require this.
I have asked for a valid reason due to identity fraud but they cannot provide and will not approved my withdrawal.
The whole time I had no communication from netbet requesting more information or stating their was an issue.

Posted on July 27, 2014

Dear Robert,

It comes with great surprise the fact that you claim not to have received your withdrawal request.

Please be informed that your 784 GBP withdrawal request that you have registered on the 16th of July has been already processed by our payment agent.

As stated in the T&C of our website, the copies of the documents are required by our payment agent for security reasons:

8.3. All deposit and withdrawal transactions will be carried out using the “KYC” verification process to prevent money laundering. Suspicious transactions will be reported to the relevant Authorities.

9.7. NetBet will only confirm a withdrawal request from a player after the user’s identity and the player account have been verified, and after having checked that the player has not made any chargeback with regards to NetBet. Any demand for a withdrawal must be supported by the authentication of the user. [...]

It was only after having received the copies of your documents (24th of July) that our payment agent could proceed with the validation of your withdrawal request. Please be reminded that you also received, the same day, a confirmation email from our Customer Service.

Should you have any further questions, please do not hesitate to contact us via e-mail, phone or fax.

Best regards,

Customer Service Representative

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