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NetBet Casino - Winnings unfairly declined of £1500+

RESOLVED
Complaint Info
Disputed casino NetBet Casino
Reason Declined payment
Amount £ 1500
Syncapro United Kingdom Message
Posted on May 13, 2018

At the beginning of April, I did a deposit wit Netbet, won some free spins and got a good money from that to play. I played through that money, losing it all after a few hours.
I carry on playing with other deposit that a made and won around £1500+ from slots that I played with MY deposit.
Did a withdrawal and for my surprise next day my account was blocked and after contacting live chat was told that was an error from the previous day with the bonus.
After chasing this for nearly 2 weeks got told that my account is closed and they refused to pay my winnings. But the winnings that I had were from my deposit, my money. Not from any bonus given, because that bonus that Netbet refers I lost it all while playing on the day.
Printscreens can be provided as requested.

Posted on May 14, 2018

Hello SYNCAPRO,

Your case was checked by our Fraud team and it is clear that the winnings you registered were coming from spins previously placed using bonus money.

Since you were not supposed to get those bonus funds in the first place, you're not entitled to those winnings, hence why your withdrawal was cancelled.

Posted on May 16, 2018

Hello SYNCAPRO,

In order to clarify this case and what really happened, here are some explanation as to why your winnings were cancelled.

A promotion was live with wrong settings, offering higher value free spins than supposed to. You created an account to abuse this offer, got those wrongly set free spins and the bonus funds derived from those. Given this issue, this promotion was cancelled for everybody and all the deposits linked to that promotion were refunded.

You then played those bonus funds until you lost the balance. However, while doing this, you exploited the system to be able to get winnings credited later as cash, when they should have been credited as bonus.

AskGamblers has been provided with all the necessary documents to prove this.

Best,

Marcel

AskGamblers
Posted on May 16, 2018

AskGamblers Complaints Team has been provided with enough information and evidence on behalf NetBet Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

NetBet Casino Complaints

  • 174 of 184 resolved
  • 2 days avg response
  • 1 month avg complaint life
  • 2,487 USD avg amount

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