NetBet Casino Complaints

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.

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.

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.

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

First I want to apologize if in my writing I do not use the correct terms, my language is Spanish and I rely on a translator

Hello Askgamblers team, I request your help to intervene with the casino https: //casino.netbet.com.mx/

I have completed all the verification processes including the call for the interview by phone, however my account remains closed in which I have approximately 30k dollars

[08-SEP-21] *

On Wednesday, September 8, I registered at the casino
https://casino.netbet.com.mx/
*(ATTACHED IMAGE NUMBER 1)*

I sent my documents to verify the account after having registered, I sent my INE (official identification in my country), photograph on both sides in high quality, proof of address and a couple of captures within the My bank app where you can see the card With which I usually deposit (it is a digital card) and an account statement of the same card, immediately afterwards I went to the cashier area and made a first deposit for the amount of $ 17,824.00MXN approximately $ 870 USD, * (ATTACHED IMAGE NUMBER 2) * I had the misfortune to lose so I made a second deposit this time in the amount of $ 20,000.00MXN approximately $ 978 USD * (ATTACHED IMAGE NUMBER 3) *

After the second deposit I went back to the document loading area and this time I sent screenshots of the charges made on the site.
* (ATTACHED IMAGE NUMBER 4) *

After a good winning streak accumulates a total of $ 700,000.00MXN approximately $ 34,000.00 DOLLARS

I went to the cashier area to request the withdrawal of the funds and the requests were registered correctly
* (ATTACHED IMAGE NUMBER 5, 6, 7) *

* [09-SEP-21] *

The next day when trying to log in to check the status of the requested withdrawals, access was denied, which allowed me to see only the following message: This account has been banned from our website. * (ATTACHED IMAGE NUMBER 8) *

I received an email requesting the documentation for the verification of my account, since I had already uploaded everything required through the documents area.
* (ATTACHED IMAGE NUMBER 9) *

however, I responded to the email by sending everything a second time
* (ATTACHED IMAGE NUMBER 10) *

* [10-SEP-21] *

They requested the documentation for the third time, my official identification had not been accepted because my date of birth does not appear, which is not true, since that information does come in it without taking into account that it is the only official document that is used in my country for banking procedures and other processes that require identity validation. Additionally, they requested a form with additional data that had to be filled out by me.
* (ATTACHED IMAGE NUMBER 11) *

I proceed to send the form and a second identification on this occasion my driver's license

* [11-SEP-21] *
I receive another email requesting a statement from the bank of my choice for the receipt of funds
I immediately send it
* (ATTACHED IMAGE NUMBER 12) *

* [12-SEP-21] * - * [03-OCT-21] *

During this period of time there was an exchange of emails because they gave me an estimated response date and when I arrived I wrote to them requesting information from my process and they postponed the resolution date

* [04-OCT-21] *

I received an email requesting a selfie along with my ID and my phone number for a verification call
* (ATTACHED IMAGE NUMBER 13) *

After sending the required information, I was informed that I was waiting for the call

* [07-OCT-21] *
Report not having received the call and the response was as follows: this is because the telephone verification sector has a technical problem in its tools that makes it impossible to call it at this time.
* (ATTACHED IMAGE NUMBER 14) *

* [08-OCT-21] *
I finally got the verification call and everything was answered correctly

* [09-OCT-21] *
30 days have passed since I opened my account and tried to make a withdrawal
After completing all the verification steps including the phone call, I am not allowed to enter my account or be able to access the 30k dollars that I have in it

Thanks for reading I wish you an excellent weekend

Still waiting for many withdrawals from Netbet totalling 2339.7 between 3rd and 10th April, 2020.
4th April 2020 - Netbet sent me an e-mail saying they need some proof of address, copy of bank card and passport, These were sent.
8th April 2020 - Netbet said they cannot accept my passport as its expired.
12th April 2020 - I contacted them to say I cnanot get a new passport because of coronavirus and I have had my driving licence taken from me because of Diabetes.
12th April 2020 - Netbet contacted me saying they will accept birth certificate which I don't have,
20th May 2020 - Contact Netbet asking what else I can send instead, they said they will let me know.
27th May 2020 - Contacted Netbet to follow up
27th may 2020 - Netbet said they will accept 2 other forms of I.D. which i didnt have
21st Oct 2020 - Netbet said they will contact once hear back from relevant department
3rd Nov 2020 - Netbet again said they need 2 other forms of I.D. which i didnt have
3rd Nov 2020 - New passport was received so updated form I.D. was sent
8th Nov 2020 - Netbet said thanks for the documents they have been updated onto my file.
8th Nov 2020 - Netbet said account under review from finance team
16th Nov 2020 - I sent Netbet an email to follow up
20th Nov 2020 - Netbet said account still under review and i'd hear from them
As of today 24th December 2020 I have still heard nothing back even after braving my health in this Pandemic to go and get a new passport for Netbet as they requested.

Please help as I really need this money.

Many thanks

I am unable to withdraw funds to either my credit card, bank or other tools such as viva wallet. I keep getting the same error about entering an invalid code. The chat is always disabled, however for a brief moment it was enabled and I was told to submit scans of my credit card for verification, which I did. Its been 5 days and I haven't received a response. I would also like to know why my other withdrawal options (viva wallet, bank) are being declined as well, but the chat is constantly disabled so I can't find out. My withdrawal amount is huge and I really want my money but I almost feel that no one will ever respond to my requests/verifications and thus I will never get my money. Please let me know what to do in order to withdraw money to my credit card, viva wallet or bank account. Please verify the credit card scans I sent you and let me know as soon as possible what I need to do in order to withdraw my funds.

I made a withdrawal from Netbet Casino on the 04/12/20 of £210 which was also the same day I signed up to the casino. I received an email confirming my withdrawal request for this amount at the time I made the request (automated message) and continued to upload my verification documents the following day 05/12/20. I didn't receive an email regarding the uploaded documents but was told they were successfully uploaded on the website. I waited until the 07/12/20 and wasn't getting any communication from them so I made a love chat and was told it could take 24-72 hours to verify my documents. So I was a little frustrated as they'd already taken 48 hours but gave them more time. A few days past and was now 10/12/20 so I sent an email on their website which I received no response back from and also spoke to a member on live chat again. I made my frustration known now as it had been 5 days since I uploaded the documents. The support agent apologized and said it should be done within the next 24 hours. So again I waited. The next day came, no emails received withdrawals still pending, nothing happening. So again I spoke to a member of support and was again told it can take 24-72 hours to verify my documents and they are extremely busy and apologize. I'm getting past frustrated by this point so I ask for advice from a support agent on askgamlers.com what I should do as I sent my documents to them a week ago and no updates just the same response. They said if I hear nothing from them by the 14th to open a complaint as almost 2 weeks with no emails or update to why it's taking so long is unbelievable. On the 11th I made sure my documents were ok by playing megareel casino making a withdrawal and uploaded them the same documents. I received a response within 2 days and my withdrawals went through straight away. So the 14/12/20 came and I gave the agents one last chance to explain themselves and that I've been waiting 10 days by this point. They got personal saying they themselves would get this looked into and would have everything sorted that day. Again no email, withdrawals still pending and I'm done waiting. It's now the 15/12/20 and I've had enough speaking to live chats and being told the same stories with no update. Please help me sort this issue out as I've been patient enough and deserve answers

Dear Complaints team,

Ref account username: dreid91
Ref amounts £9200 & £800


I am and have been a loyal customer with you for quite some time and have spent many hours enjoying your site.

Unfortunately however, I now also seem to be spending just as much time communicating with your customer service team online (to no avail) which is completely unenjoyable.

Each time I win however and subsequently submit a withdrawal it seems to take an age to be processed with various reasons for said delays. I’m starting to question why I opt for your site given the hassle I have every time I request a withdrawal over a certain amount.

Most recently I made two withdrawals, one for £9200 and one for £800, both of which were the result of winnings from that weekend. I made the requests on the Saturday and then the Sunday and both were processed the following Monday. The status was displayed as ‘processed’ which normally means the funds have been transferred back to my preferred payment method. Having seen this but not received the funds I chased your customer service, I chased Monday evening all day Tuesday and again all day Wednesday. Each time I’m fobbed off with some excuse about your payment systems not working. It seems very coincidental that yet again when I want to withdraw a sizeable amount you come up with more delays. Your systems appear to be working perfectly fine when I or my partner make deposits so you find great ease in taking my money but suddenly yours systems seem to be defunct when I want it back.

I’ve been told at least six time that this will be escalated and that I will receive an email once this is sorted but guess what..... no email, I’m still waiting with no update or contact from your customer ‘service’ team.

I was offered a bank transfer which is not acceptable as this can take a further 5-8 days, I have asked that if your gateway is not working that you refund directly to my PayPal but what happens when I make a sensible sugggestion that solves the problem and allows me my funds???......... nothing.... again!!!

Every time I get ‘we will escalate and get back to you’ but no one ever does, nor does anyone have the decency to follow up my complaint and come back to me in a way you might expect from a so called ‘service’ team.

I have now been told you are going to do a wire transfer can you pls urgently verify my bank statement that Iv just sent over and get this processed your end ASAP -

Regards

Danielle reid

Short version: Netbet are withholding a life changing sum of money for no reason despite me sending all documents in, and have been told several times on live chat it will be done "within 24 hours". It's now been 96 hours and it hasn't even been processed still. Several different members of staff have repeatedly told me it would be done by the end of that particular day, only for this to be missed every time.

I have every live chat transcript saved using their own functionality, and these have not been edited in any way.

Long version:


I signed up to Netbet with a new account on 12th October in the morning. I lost several hundred pounds on one slot, before moving to "Dead or Alive 2". I got the bonus round, and won just over £34,000. This is literally a life changing sum of money to me.

Anyway, I submitted the withdrawal request, and went on to the live chat to ask if I needed to do anything. I was told "Kindly note that, at the moment, no documents are requested for your withdrawal however the documents we might need are the following:
- A valid ID (national, passport, driving license) on which we can see your name, date of birth and expiry date
- An utility bill issued in the last 6 months on which we can see your name, address and issue date
- A copy of the card ending in XXXX on which we can see your name, expiry date and the first 4 and last 4 digits of the long number".

I sent these instantly, and asked the person on the live chat to confirm receipt, which they did. I was told the documents were fine and they'd be accepted in 24-48 hours.

The next day I went on the live chat again, and was told it would be sent within 72 hours. Exact words were "I have checked and your withdrawal will be processed within the next 72 hours from our side."

I had sent the documentation in on the Monday morning, but received a text on Wednesday asking me to send in verification documents again. I went onto the live chat who told me I didn't need to, however I emailed them again AND uploaded them via the system, so the documents have been sent in 3 times now.

On Wednesday, this is the main part of the live chat (after confirming security info). I've kept individual staff names out as it's not their fault.

Netbet (14/10/2020, 10:04:43): Kindly know your withdrawal will be paid within the next 24 hours and the money will reach your account in 2-4 business days afterwards, depending on your bank.

I had withdrawn to my debitcard, and on the withdrawal it said "method - creditcard", however later that day the payment method changed to being blank. I queried this on the live chat and was told it was still going to my card.

24 hours passed, and it still said "pending". I went onto the live chat and was told they would contact the payment agent, and contact me by email. I still haven't had any email to say what's happening.

48 hours have now passed, and the withdrawal still hasn't been processed.

I went on the live chat again, and was told :

netbet (10/14/2020, 7:07:43 PM): Rest assured, we are working on this. In case of higher amounts of withdrawals, the processing can take up to a little bit more of 24-48 hours and this is why it is not done yet, but I have checked and I can confirm our payment agents are currently handling the funds in order to send them to you as soon as possible.

So, on the 14th I was told the payment agents are dealing with the payment. Yesterday, i asked what was happening:

Netbet (15/10/2020, 17:00:46): We have send an inquiry to our payment agent in regards to your withdraw request and as soon as we will have a reply we will notify you via e-mail

Also on live chat earlier in that same day (bearing in mind by this point I've sent in my documents 3 times, and told on Monday that they were ok)

Netbet (15/10/2020, 09:14:52): Because the documents were not requested yet. Yesterday our Finance team tried to process the withdrawal, but they needed documents verification. They have requested them after you have contacted Customer SUpport .

I don't know what else I can do - the staff on the live chat can only go off the info they're given, which in turn ends up misleading me. This is literally a life changing sum of money to me, and I've had the following reassurances from several members of staff:

Netbet (12/10/2020, 12:10:36): Thank you very much. Please rest assured, we had players with high winnings before as well and we have paid them too as we have no intention of holding your funds. However, as previously informed, it will take a bit longer for your withdrawals to be approved because they need to be verified by our internal department first, but we will keep you updated via email and we are always here to assist you if you have any questions at any given time regarding your withdrawal.

anthony (14/10/2020, 17:02:14): ok - is there a problem with it?
netbet (14/10/2020, 17:06:15): There is no problem with your withdraw but i will inquire so we can confirm the exact time of processing and as soon as we will have a reply we will notify you via e-mail

Netbet (10/14/2020, 7:05:42 PM): Rest assured, we will be sending you the funds, do not worry. Once they are on your way we will inform you with an e-mail to let you know.

Lynna (10/15/2020, 9:53:48 PM): I will contact you via e-mail and advise on a time frame as soon as we will have a reply from our payment agent. As i can see there are no additional checks required for your account so they should process it as soon as possible

I tried live chat again this morning to see if there was any progress, bearing in mind on Wednesday I was told it would be done in 24 hours:

Netbet (14/10/2020, 10:04:43): Kindly know your withdrawal will be paid within the next 24 hours and the money will reach your account in 2-4 business days afterwards, depending on your bank.

47 hours have passed since that message, and it's still not been processed. After explaining this, the reply I got was:

Netbet (16/10/2020, 09:11:47): Kindly know that I have checked and I can see our payment agents are currently handling your payment in order to process it very soon, the most probably by the end of today.

I have also engaged with them to try and speed up the process as much as possible and once done from our side, we will notify you via e-mail.

So again, the deadline is extended, "probably by the end of today".

Where do I go from here? I've been told several times that the payment will be done within 24 hours, and it's just not happening.

Good afternoon,

I am customer of netbet since 18 July with deposit 600 euro. They have a pretty nice selection of games and etc. So I enjoyed my play and won 2600 Eur, total balance was 3200 EUR. I had two deposit option Visa card and Neteller seems they are doing well with both. First two withdrawals were smooth and fast, but after this something went wrong and my last withdrawal to Neteller was placed on hold since 31-07-2020.
Frankly speaking various documents were provided upon request - selfie, passport, bill, card. All are fully verified. The only one thing is a verification call, I have been waiting for it about a month but nothing. German speaking support in live chat never on duty so I try and use English one, but all I can get - We will contact you as soon as possible. Are you really so busy, that can't find time to contact me?
P.S.
The account is open and I can balance.

Signed-up for Netbet last Sunday and have had nothing but hassle from i tried to withdraw £819 , bare in mind i didn't win £819 i deposited about £1500 in total , I've sent it so many selfies with my passport I've lost track , sent pics of bankcards and bank statements too , I've now been blocked from the site altogether so cant speak to anyone about my issue. Everything i done was above-board , my name on account is correct and it corresponds with my bank card and passport ID........ being totally blocked and no communication is very stressful as i feel I've lost my £819.

Hi I created an account with netbet on 28th June I won £4980 which I’ve tried to withdraw I even sent over documents which they have confirmed they have received I was told it will take upto 24hours to be verified it’s not been longer than the 24 hours I was instructed my account has still not been verified and my withdrawal is pending I just want my money to be paid now as I have sent over the relevant information to them

Hi there I got told by you's that I would get my funds today but nothing and why did it take 8 days before i could contact you about this issue and the withdrawal method I used was trustly and normally they are instant, surely you's should know if my funds were on the way has shown in my bank statement not received and thanks

Best regards

James

Netbet failed to keep me save with a loss limit I requested of £50. I was able to lose over £2000, and the casino are saying they are not to blame. I’m angry that the casino are thinking it’s acceptable to not take responsibility for their system failures and I would like them to put it right.

As far as I’m concerned, when setting a loss limit regardless of previous winnings which they specified as an excuse, a maximum amount of what the limit requested should not be exceeded. After all, their literature does not make this clear.

It is evident since another customer of ask gamblers raised the issue a few years ago that they have not changed their wording of what the loss limit involves and this needs to be investigated further so a customer when choosing to set limits understands their options and isn’t taken advantage of.

I have attached all the relevant evidence as this casino are failing to respect a customers wish to have a loss limit in place. Regardless of whether the money came from winnings previously, when I set the limit I feel I should have been warned when losing £50 which I was not, and should have not been able to play anymore until the timeframe selected was over.

The casino themselves acknowledge that this is a rare case and they themselves would feel the same way.

I’m concerned that this may affect other customers and something needs to be done to prevent this.

Overall I feel that Netbet should refund my money that I am due and look at the wording of their responsible gambling tools to ensure when someone is making a decision, they can make the right one.

In addition to this, the casino when providing a response to the issues raised failed to answer why they turned off my limits and then when questioning them about that, banned me from the casino. I fear that the casino were trying to cover this up and I can provide evidence of that if required. Overall this casino are in my opinion abusing the system.

hello, thanks for your reply
here I will now try more extensively to explain to you all the details regarding netbet casinos,
I always pay with a skrill bank when I play at a netbet casino because skrill is the best online bank
I pay every profit the same through a slate bank
On September 26, 2019, I applied for a payment via Skrill Bank in the amount of 400 euros
two days later they refused my request and said that they wanted to pay me through my bank account, which was very strange and strange to me
I told them that my bank account was for transactions in my country only (AUSTRIA) and that foreign transactions would not be accepted but returned back to the one who sent,
i talked to kundendinst to send them my other bank account so they send me the winnings to that bank account
the casino replied that on 04.12. gain sent to my old account,
i checked my account and concluded that no winnings had arrived at my account
i contacted netbet casino again and said the winnings did not arrive
they asked me to go to the bank and get a receipt from the bank from 01.10-01.12 2019 as proof that the money did not arrive
they asked me to send them my other bank account and they would send it to that bank account
I did it all, sent a report from the bank as proof that the profit did not come and I sent my second bank account
and after all this, it's been over 4 months now and the casino is not paying my winnings
As a first proof I am sending you a report from my bank that the winnings have not been sent to my bank account
(Beweis1)

under Exhibit 2 I send you an Email I sent to the casino asking how long to wait for my money
of course no casino person answered my Email (Beweis 2 )

under Exhibit 3 I am sending you proof that I have sent my casino account to the casino ( Beweis 3 )
Exhibit 4 is proof when I applied for payment ( Beweis 4 )

I now hope to have sent you all the evidence and the details
if you need any documents from me feel free to let me know and i will send you immediately
thank you in advance