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NetBet - Illogical Reason For Not Being Able To Process PayPal Withdrawal

GELÖST
Beschwerde-Info
Unseriöses Casino NetBet Spielothek
Grund Verzögerte Auszahlung
Betrag £ 450
hazerboom Vereinigtes Königreich
Veröffentlicht am 14. November 2019

I requested a withdrawal of £137.50 to my PayPal account which is set up on the same email address as that registered with Netbet Casino, historically I have used my PayPal account to successfully make both deposits to, and withdrawals from, Netbet Casino.
After waiting several days, a little longer than usual, I received an email from Netbet Casino that was worded illogically and made no sense; "Hello, Thank you for contacting NetBet! Kindly know that we have tried to process your withdrawal of 137.50 GBP via PayPal, but the payment was declined from their side. Please be advised to contact PayPal to see if everything is alright with your account, in order to proceed with your payment. Should you have any further questions, please do not hesitate to contact us" The message makes no sense, it refers to processing a withdrawal and then immediately moves to stating the payment was declined? It's a withdrawal, not a payment, I'm not sure if Netbet use the words "Withdrawal" and "Payment" for the same thing? Although it made no sense, I contacted PayPal immediately. They had absolutely no idea what NetBet mean, PayPal stated that they do not "Decline" payments into a PayPal account, if someone wishes to pay money into my PayPal it would credit my PayPal account no problem, they advised there is no issue with my PayPal account and whilst dealing with this Netbet issue I have received numerous withdrawals from other companies and casinos with no problem. I emailed Netbet the response from PayPal but just got sent the same email in response. I gave up and tried withdrawing Trustly, this turned to into an equally frustrating dead end, receiving an email advising me to send a copy of a bank statement which clearly shows my full name, IBAN and Swift code (BIC) I emailed NetBet a screenshot from my internet banking, which shows my IBAN and Swift code (BIC) on an additional account information screen, explaining that I cannot send them what they want, as it does not exist, I contacted Lloyds bank and they advised that their statements do not show a customers IBAN and Swift code, I can provide a bank statement, I can provide my IBAN and Swift code, but it is impossible to provide them all combined together. The response to email was just a copy of the original email, no response to my query. After numerous attempts, and receiving the same email back again and again, I cancelled this withdrawal, gambled my money a little more and then attempted another PayPal withdrawal of £450 this time. I have just received another email, which contained two identical messages stating the same thing, one dated today and a copy of the same message that was sent 09/11/2019, advising my withdrawal has been declined by PayPal again. I called PayPal again just to be sure and they again advised that they have never heard of such a thing and that my PayPal account is OK. Not sure what I can do as Netbet are just responding to my emails by sending a carbon copy of their original email.

Veröffentlicht am 14. November 2019

Hello,

Following our research we have validated your withdrawal of £450.

As for the CS interactions we apologize for the whole situation and we'll make sure to improve our services so that it doesn't happen in the future.

Thank you for your patience and understanding.

Best regards,
Marcel

hazerboom Vereinigtes Königreich
Veröffentlicht am 14. November 2019

Thank you for swift response and immediate resolution of my complaint.
The £450 withdrawal has already reached my PayPal account.
Thank you for also addressing the issue with your customer service staff, to prevent this issue reoccurring in the future for me and others.
I consider your professional response and great customer service, in respect to my complaint, more than makes up for the previous instances of poor communication and poor customer service.
Thank you once more to all involved, great resolution!

AskGamblers
Veröffentlicht am 14. November 2019

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.