Reclamação #138 Cassino NetBet

NetBet Casino - Unfair account closure & blocked money

Por Harley M.

há 9 anos

Dear Askgamblers,
I'd like to report Netbet Casino for not releasing my blocked account. A little while ago, I've requested a withdrawal and they've blocked my account and said they'll open it as soon as I send them my personal documentation. I did so recently. They've responded like this: '...In reply to your message, please be informed that your player account is blocked and cannot be re-opened, you also do not have a validated withdrawal request as it has been refused. Should you have any further questions, please do not hesitate to contact us. Best regards, Bee.' No further explanation was given until today when Bee wrote me this: 'In reply to your message, we received notification from our risk department that the documents you sent to us are illegible, and as a consequence, your account will remain permanently closed.' Is it really such a problem to ask me for a better copy of the documents? Could you please take some action and ask them to behave more reasonably? I am willing to provide all necessary documents for my verification. I'd like to get my £390 back. Thank you for your time.

Regards
Harley

Cassino em disputa Cassino NetBet

Motivo Encerramento de conta

Valor £390

Discussão

AskGamblers

• Support Team

há 9 anos

Dear @Atuaturivess19827,

Please keep in mind that all your attachments have been removed due to the fact they were all containing sensitive personal information. Make sure to read carefully and comply with all Complaints Guidelines from now on.

http://www.askgamblers.com/complaint-guidelines

Thank you for your cooperation.

Atuaturivess19827

• Reino Unido

há 9 anos

Dear Marcel,
First of all I would like to apologize for not being so kind like in my previous message.
Are you kidding me? You must be really joking. You had closed my account before I sent you the documents (so they were not the cause of the account closure!). I totally refuse your charge that I sent you fake documents (I am attaching the documents so the Askgamblers team could check the validity of them). You are allways saying something else and this is only an excuse for not sending me my money.
I am asking you to reopen my account or to send me the money to my Skrill account I made the last deposit with. I am very suprised that you can write things like this and I hope that every new customer, thinking about registration at your website, will read this and change his or her mind. I didn't want to be rude, but you don't give me another option.

Regards
Harley

Cassino NetBet

• Representative

há 9 anos

Dear Harley,

My apologies for the late reply.

I have checked your case and our Fraud department has come to the conclusion the documents you sent us were fake, not illegible as you were informed, my apologies for the confusion. This is why your account has been closed.

Regards,

Marcel
Customer Support Manager

Raio-X do Cassino NetBet

Resolvido 188 / 199

Valor médio $2,950

Duração média da reclamação 58 dias

Resposta média 2 dias

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NetBet Casino - Kept deposit and withdrawal

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NetBet Casino - Delayed withdrawal without any contact from the casino

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.

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*Attached files ( Private these )
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NetBet Casino - Frozen my account for 3 months

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Signed up over a year ago, sent documents, etc came back all fine, and continued to play with no issues, then mid-January I tried to deposit and a message appeared saying my account needed to be reviewed before I could play,

I had no email or call from customer service so I emailed them. I had a message back 4 days later saying they needed more documents (same as I've already sent) so I sent them. This was over 2 months ago. I've emailed them 7/8 times asking what's going on nobody can tell me, they just say it's been sent to the relevant department as soon as we know we will contact you!!!

Over 2 months ago now. How long does it take to look at some documents? Do they have like 1 person working for them? I've had a few accounts with other casinos/poker sites and unfortunately, this is the most frustrating experience I've had.

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I made a withdrawal from Netbet Casino on 10/02/2024 for £164 and £74.92

I received an email confirming my withdrawal.

After 2 weeks I did not receive my withdrawal.

I didn't receive any notification about the request for documents but I decided to send my documents to them by email and via upload document. I waited another week but the withdrawal is still pending.

I contacted live support and they asked me to send a new photo ID and selfies.

I sent them a new photo of my ID and selfies.

After another week I still haven't received my funds.

Please help me with this issue

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I made a withdrawal Friday the 16/02/24 for £200.

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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.

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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

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NetBet Casino - Long wait for withdrawal

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I withdrew money on the 1st of May (Monday) which was a total of £1.037.00

My documents were verified the next day on the 2nd (Tuesday) I was told that day my winnings will be fully processed the next day and it is now Friday the 5th of May and still nothing,

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NetBet Casino - NetBet not addressing refund issue

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NetBet Casino - Refuse to pay 1441 eur

Good afternoon,

At the end of April, I made deposits to Netbet Casino for a total of 470 euros and won 970 euros. Now the balance is 1441 euros. On April 29, withdrawal was ordered. After several days, netbet informed me that it was not possible to process payment via card due to some errors as well as asking for bank details (Swift+IBAN). (This is very strange; I've never had a problem with my Visa, and I'm sure my card is fine; it appears NetBet is having technical difficulties with their processor.)After a short chat where the agent confirmed that in my case, any withdrawal option could be used, I deposited with Skrill eWallet and reordered withdrawal. It was May 2nd already.

After that, I sent my driver's license, bill, and card photo, and all these documents were approved (you can find confirmation in the chat history attached). After all, my account was temporarily blocked for gambling addiction and "relaying on funds" or "financial unstability". As proof of financial stability, I sent my card statement showing the balance, but the account still does not reopen.

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I humbly ask you to assist in this matter, because netbet doesn't do anything.

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