Complaint #127 NetBet Casino

NetBet Casino Is Not Willing To Pay Legitimate Winnings

By galumna6

11 years ago

I played a bonus that was related to a 200 deposit I made in January and won 2600 EUR.

They sent an email they are willing to pay by wire transfer and I was requested to send my documentation including Swift information and a bank statement.

I sent them everything they asked for and eventually they asked to speak on the phone.

They said they are going to call to the registered phone number in my account but the call never arrived properly.

Instead they sent an email they are not willing to pay

There were 8 calls that I couldn't hear the person behind it and I told them about it but I am not sure it was them or not.

Dear galumna6,

Thank you for choosing Casino.netbet.com!

We inform you that your € 2673 withdrawal request will be processed via wire transfer.

In order to complete the transfer, our payment agent requires that you send us a copy of your bank statement. Please note that the copy of your bank statement must contain the Swift code.

Dear Sandeep,

Thank you for providing us with your bank statement, it was successfully uploaded to your file.

However, in order to verify your account, we would need to speak with you over the phone. Therefore I would kindly ask you to confirm your phone number and a suitable time frame for us to call you.

Looking forward to your reply,

Best regards,

Lauren

Dear Sandeep,

Thank you for your confirmation.

Please be informed that one of our agents will be contacting you as soon as possible on the number you provided.

Should you have any questions, feel free to contact us.

Best regards,

Ryan

Dear Sandeep,

Thank you for your patience with this issue.

I can inform you that our security department has determined that the details on this account do not correspond to the
individual using the account, so the account is permanently closed.

The 200.00 deposit will be refunded to the Neteller account which it came from.

Should you have any further questions, please do not hesitate to contact us.

Best regards,

Roy

Disputed Casino NetBet Casino

Reason Declined payment

Amount €2673

Discussion

galumna6

11 years ago

This is not a process as you claim here. You decided to pay by wire transfer instead of paying back to my NETeller, it means you had a decision in your hand waiting for bank account information, if it was the automated verification procedure you wouldn't send the special email saying you are going to pay to my bank account. To continue that after you did receive the bank account information which you hoped you won't get you asked for the phone call, when you got the right time to call me you decided well we don't want to speak to him we just want not to pay him but couldn't find any reason before and also now so we just won't pay him and he can wait for the call forever.

You didn't show any proof of your claims, you claimed I opened many accounts at your casino this is a lie, I never opened more than one account. If you show any proof the same IP was used I will shut up, but you didn't show any kind of proof, I deny the fact I opened multiple accounts and I say you don't speak the truth because the process itself that took couple of weeks show totally different to me.

NetBet Casino

• Representative

11 years ago

Hello Sandeep,

Thank you for getting back to us.

Contacting our customers by phone and asking them to provide us with the copies of their documents is part of our Know Your Customer policy that is applied to all our players.

After analysing the information you have sent us, as well as your gaming activity on our website, our Security Department concluded that you committed fraud.

Given that we have already provided you with all the necessary details concerning the outcome of our investigation, we consider this matter closed.

Thank you for your understanding.

Best regards,

Melanie

Casino NetBet

galumna6

11 years ago

You are using every trick including in this site in order not to pay.

You took your time to re open he case while bringing no new information but repeating exactly the same, you didn't even respond to my question, why you remember to mention the multiple account only after all dcuments and bank wire information and phone call was requested and replied.

The fact you took your time and asking now to reopen the case is just another trick in order to be granted a resolve status hoping the player will forget or won't notice the reopen of ticket. Askgamblers people know all the tricks and I hope they will check your accusation of IP you claim, can you show askgamblers your proof because you are not telling the truth.

The reason it is so obvious to me is because when you have such information against a player you don't send an email you want to speak to him on the phone, you don't ask documents and you don't send an email you wish to pay by wire, you immediately close player account and tell he tried to defraud the casino. This was not the case and you didn't responded to it.

NetBet Casino

• Representative

11 years ago

Hello again,

We would like to thank the Askgamblers Team for re-opening the complaint and giving us the chance to post a final comment concerning this case.

Given that “galumna6” and another player exhibited almost identical gaming behaviour, our Security Department performed an investigation and concluded that the two accounts were controlled by the same person.

Our conclusion was based on the following factors:

-the two players accessed the website at the same time and using the same IP address, even though they lived in different cities
-both players used the same deposit method and deposited the same amount in order to get the maximum first deposit bonus
-both players used the same promotional offers
-the two accounts had very similar gaming activity

Given that ensuring a fair gaming environment for everybody is of utmost importance to us and that the two player accounts displayed suspicious behaviour, we were bound by our Terms and Conditions to investigate and take the necessary action.

Therefore, in order to eliminate and discourage fraudulent activity on our website, we refunded the deposits made and the two accounts will remain permanently closed.

Thank you for your understanding.

Best regards,

Melanie

Casino NetBet

NetBet Casino Complaint Stats

Resolved 188 / 199

Avg. Amount $2,894

Avg. Complaint Duration 55 days

Avg. Response Time 2 days

NetBet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 146 out of 153 complaints in this category have been resolved.

This operator's average complaint duration is 55 days, while the average duration across all operators is 8 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