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NetBet Casino - Suspension of payment, no information

RESOLVED
spitty1970 United Kingdom
posted on August 3, 2017.

I made a withdrawal from Netbet Casino for £500. When the 48 hour period was up I decided to speak with the chat team who told me there was a problem with my phone number. I gave them another number and they contacted me to ask me if I had a dispute with another casino that was not associated with them. I said, of recent times I was not aware of any dispute. He said that is good enough and my account would be re opened and my withdrawal forthcoming. This never happened. They then asked for extra security. A selfie of me holding my bank card. I complied. When I questioned why my account was still not open they said they wanted a selfie of me holding my passport. I complied. (Barring in mind my account was already verified before any of these selfies) No real reason has still been given as to the nature of this dispute with another casino.
I pointed out that I paid with PayPal. My PayPal account is verified and any money deposited with Netbet was successful. I have tried to call their support line but not able to get through. I have made over 30; phone call attempts, some calls lasting in excess of 40 minutes. This was over a period of a week. I do not call now as it is a hopeless task. Talking to chat is no good as they just say the same thing "will let the relevent department know". Their replies to emails are robotic and do not address the issue (my £500)
They just keep saying they are waiting for their payment agent to get back to them with an answer on the problem. My question is: what problem? I paid with my verified PayPal account with no issues
I have kept all emails and phone call logs should they be needed
Been waiting a week for the money.

posted on August 8, 2017.

Hi Ray,

I'm not sure why we've only received your complaint on AskGamblers as I see you made it on 3rd.

After checking your account, I can see your withdrawal was processed on 6th after all checks were done and you were informed of this, you should have received your funds on your PayPal account now.

Best,

Marcel
Customer Support Manager

spitty1970 United Kingdom
posted on August 8, 2017.

Hi there,
Yes I did receive the withdrawal. I would point out, after waiting nearly 2 weeks for the money, when you decided to re open my account I still had to wait a further 24 hours before you processed the payment. It is important to mention that: I still do not know why you closed my account. No apology, no real explanation! I also challenge anyone to have a go at getting to speak with someone on the phone. Your phone service I conclude to be non existent. You cannot (what turned out to be) make over 40 phone call attempts with no one picking up. You need to understand from a customers point of view just how frustrating something like that is. A lesson also needs to be learnt that withholding players money without real explanation is a real poor way to run a casino. I hope that the above concerns can be addressed as I would hate any other player to be put through the ordeal that I have had to go through with yourselves. A positive is that your site is well constructed with a good selection of games. The games collection would actually be complete if you had Bigtime Gaming games, very easy navigation. I consider this case to be resolved. Thank you for your time

AskGamblers
posted on August 8, 2017.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.