NetBet Casino - Won iPhone 6s from their Christmas promotion, but they delay the delivery with a month?!

Hello,

First of all, I would like to thank you for your feedback.

As our Customer Support agents have previously informed you, all the prizes that our players win with the Advent Calendar will be purchased and delivered to them at the end of the promotion.

Because we wanted you to receive your prize sooner, we have already ordered it for you. However, given that we were not able to order it from Greece, we were forced to order it from London. In addition, as you probably know, all delivery companies are extremely busy during this time of the year and might not be able to make all deliveries on time.

Given that you informed us you were unhappy with the waiting time, we offered you the option of exchanging the phone for cash, but you declined our offer.

I can assure you that as soon as the phone is delivered to our London office, we will do everything we can to send it to you in Greece as quickly as possible.

Therefore, as far as we are concerned, we did everything we possibly could to bring you satisfaction in this matter.

Thank you for your patience and understanding.

Best regards,

Melanie

Customer Support Manager

First of all Mrs Melanie i would like to thank you for your time answering at my complaint!!!

You know,its important for me as a loyal player at ur casino,to receive answers at my requests,since i have never had answers at my most requests,from your customer support,concerning casino issues!!!i used to call and sending many emails to receive any answer and sometimes no answer...n­ev­erm­ind...

As it concerns the issue(*complaint),i would like to remind you that i have never receive any email refering that i will receive my prize at the end of the promotion.If you have an email refering the above informations,you are kindly requested to provide us with that,seeing the details that you refer at ur text!

Secondly,as it concerns,your reference at delivery time and also at the order of my iphone,feel free to be informed from your colleagues(Greek operator),which they have gave me a time frame,saying that my prize will be delivered at the 20th of january...Could you please explain me,why you dont know when i will receive my prize and the Greek operators gave me already a time frame,(that is not a normal period,since i order a pair of shoes from ebay at london and i receive it at 8 days,y­est­erd­ay)­???­Thank you,i will appreciate it!!!

I would like to refer to you that i am not here to make a "war",my only ambition is to find a solution ,receiving my prize as a Christmas gift,at christmas eve!!!...I have bet a lot of thousand euros at ur casino,and its not so fair waiting all that period,sendind unanswered emails and unanswered calls.


Finally,i would love,if you could,to provide me all the informations about the order you made,the date you order it and the estimated delivery time from the company you order it.

Thank you dear Melanie for ur time and i hope all that to be solved before the old year pass!!!

Have a blessed Christmas Eve and a Happy New Year...

SPYRIDWN P.

Dear @spyros19851984,

Please let us know if there's an update regarding your ongoing complaint. Please be in aware that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Hello,

We have been informed that the estimated delivery date to our London office is the 5th of January.

As soon as we receive the phone, we will send it to you in Greece and we will keep you informed. In addition, we will give you the tracking number so that you can check the delivery status at any time.

Thank you for your patience and understanding.

Best regards,

Melanie

Customer Support Manager

Hello,
Thank you for your willing mrs Melanie,to solve that issue at its early time...I think i can trust you,as i am doing playing at your casino...I am waiting for your promises that you wrote above,to be send at my personal email adress!!!if you think that all your promises are correct and truthly,then yes the complaint should close for now...
Thank you!!!
SPYRIDWN P.

Hello,

Thank you for your reply.

I can assure you that we have done everything in our power for you to receive your prize as soon as possible. Furthermore you have my word that as previously mentioned, as soon as the Iphone is delivered to our London office, we will have it sent to you in Greece and I will provide you with the tracking number.

I will get in touch with you very soon.

Thank you for your understanding.

Best regards,

Melanie

Customer Support Manager

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.

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers Complaints Team have been informed by the player that he didn't receive the promised reward - iphone 6s 64 gb silver. Instead he received different one of the smaller value - iphone 6s 16gb silver gray.

Hi dear Readers and AskGamblers team,

today it was my happiest day due to i receive a text from fedex courier informing me that my package(i phone 6s 64gb silver),were received and it were ready for delivery...
i receive the package at 9;48 Greece time...i open it and discover that inside the package there werent the awarded prize i won,-the iphone 6s 64gb silver,but the iphone 6s 16gb silver gray...

i was hoping that all the problem has been solved,but as it seems casino sides are not willing to cooperate at this matter!!!i am trying to contact with them since 12th of december via chat,email,or phone but i have never manage to reach them...speccially live chat and phone never works!!!never...i attach in the end of that text all the docs(email refering about the prize that i won,from greek representative,and also the iphone i delivered today)...
EMAIL RECEIVED:

Please type your reply at the top of the email...
For your reference this is Case #: 210576
JAN 06, 2016 | 05:39PM GMT
Αγαπητέ Σπυρίδων,
Σας ευχαριστούμε για το μήνυμα σας και καλή σας χρονιά!!
Το tracking number είναι ο 8060 1199 9545 για το Apple iPhone 6s 64 GB.
Αν έχετε περισσότερες ερωτήσεις, παρακαλούμε μην διστάσετε να επικοινωνήστε μαζί μας!
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thank you for reading and i hope all that,this time to be solved

SPYRIDWN P.

Hello,

Thank you for letting us know.

Please rest assured that we are determined to bring your case to a favorable conclusion as quickly as possible.

Therefore, I kindly ask you to let us know if you would like to:

-keep the iPhone you received and receive a 700 EUR bonus from us as well
-or send us back the iPhone you received so that we can send you an iPhone 6S 64gb silver instead

Looking forward to your reply,

Best regards,

Melanie

Customer Support Manager