NetBet Casino Review

Show company details

Payment methods

Show all (22)

Withdrawal limits

Not Limited for USD

Owner NetBet Enterprises Ltd

Established 2001

Estimated annual revenues

> $20,000,000

Licensing Authorities

Malta (MGA)

OverviewBonusesUser reviews171Safety Index explainedDiscussion1Payment methods22

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Case opened Current status

NetBet Casino Review

In this review, NetBet Casino has undergone a detailed examination of its strengths and weaknesses by our team of independent casino reviewers using our casino review methodology. By looking into the casino's licenses, Terms and Conditions, up-to-date player complaints, limits, customer support, and other various essential elements, our review team has identified the safety and fairness of the casino, evaluating whether it falls into the category of being safe and legit or damaging for players.

Based on their findings, we have calculated the casino's Safety Index, which is our score describing the safety and fairness of online casinos. With a higher Safety Index, your chances of playing and receiving winnings without complications increase. NetBet Casino has a Below average Safety Index of 5.0, which means it may not be the best choice for most players in terms of fairness and safety. Take a look at our full NetBet Casino review, which offers useful insights to determine whether this casino suits your requirements and preferences.

Is NetBet Casino fair and safe? Safety Index explained

We measure a casino's Safety Index by employing a multifaceted formula that takes into the account an abundance of information collected and evaluated in our complex review. These consist of the estimated size of the casino, it's T&Cs, complaints from the players, blacklists, and many others.

In our NetBet Casino review, we carefully went through and inspected the Terms and Conditions of NetBet Casino. We found some rules or clauses that were not favorable. Based on our findings, we consider the T&Cs to be somewhat unfair. Unfair or predatory rules can potentially be used against players to justify not paying out winnings to them. Because of our findings, we recommend proceeding with caution if you decide to play at this casino.

NetBet Casino is a medium-sized online casino based on our estimates or collected information. It has a high amount of restrained payouts in complaints from players, when we take its size into account. In our evaluation, we factor in both the casinos' size and player complaints, recognizing that larger casinos, having more players, often face a higher number of complaints.

To our knowledge, NetBet Casino is absent from any significant casino blacklists. In case a casino is featured on a blacklist, including our own Casino Guru blacklist, it's likely that the casino has committed wrongdoings towards its customers. Thus, we encourage players to bear this in mind when deciding on which online casino to play at.

On the whole, also considering other contributing factors in our assessment, NetBet Casino has achieved a Safety Index of 5.0, which is classified as Below average. To our knowledge, this casino is not a suitable option for players seeking an online casino that fosters fairness and honesty in its treatment of customers.

T&Cs of NetBet Casino evaluated

Whenever we assess online casinos, we thoroughly examine each casino's Terms and Conditions to determine their level of fairness. Many of them have T&Cs that contain rules and clauses that we view as unfair or plain predatory, since they can be held against players as a basis for withholding their winnings in certain circumstances.

We found some questionable rules or clauses during our review, because of which we consider the Terms and Conditions of NetBet Casino to be somewhat unfair.

Note: You can find our specific findings from the T&Cs evaluation here.

NetBet Casino player complaints

Player complaints are a crucial component of our casino review process since they provide us with a clear understanding of difficulties faced by players and the way that casinos deal with them. We examine all complaints submitted through our Complaint Resolution Center, and also those we collect from other sources when calculating each casino's Safety Index.

We currently have 20 complaints about this casino in our database. Because of these complaints, we've given this casino 24,369 black points in total. You can find more information about all of the complaints and black points in the 'Safety Index explained' part of this review.

Note: It should be noted that NetBet Casino has a large number of player complaints that have been resolved. We appreciate casinos that make every effort to address player issues and get them sorted out, but you should be aware that if everything went as it should, these complaints probably wouldn't even exist.

NetBet Casino user reviews and feedback

Casino Guru allows users to review and rate online casinos to share their experiences, views, and feedback. These allow us to calculate a general user feedback score that falls between Terrible and Excellent.

Our database has a total of 171 user reviews of NetBet Casino, giving it a Mixed User feedback rating. The reviews are available on this page in the User reviews section.

Note: Remember that user reviews might not be the most accurate representation of the casino's quality. There have been cases of casinos writing fake reviews to improve their user feedback score. Alternatively, there have also been cases of dissatisfied players who left multiple negative reviews to damage the casino's reputation. We do our best to filter these out and calculate a representative user feedback score; however, just to be safe, we do not include user feedback in our Safety Index calculation.

Company information and licenses of NetBet Casino

NetBet Casino is in the ownership of NetBet Enterprises Ltd and has an annual revenue estimate greater than $20,000,000. Based on the categorization we use, this makes it a medium-sized online casino.

NetBet Casino holds a gambling license in Malta issued by Malta Gaming Authority.

Withdrawal limits, win limits, and payment method options

NetBet Casino supports 22 payment methods. This includes: Skrill, Neteller, PaySafeCard, Payz (ecoPayz) , Mastercard, VISA, Sofort Banking, Trustly, PayPal, Boleto Bancario, AstroPay, Wire-transfer, Bank transfer, Skrill 1-Tap, Banco do Brasil, VCreditos, PIX, ApplePay, Pay4Fun, CashtoCode, INOVAPAY, MuchBetter.

Winnings and withdrawals are typically regulated by limits set by the casino. In many instances, the limits are high enough to not impact the majority of players. However, certain casinos impose win or withdrawal restrictions that may be quite limiting. That's why we always examine these aspects in our casino reviews. The information regarding the casino's win and withdrawal limits is displayed in the table below.

Withdrawal limits	Win limits
Unlimited in EUR	No win limit
Unlimited in USD
Unlimited in GBP
Unlimited in BRL
Unlimited in DKK
Unlimited in RON

Note: It's possible that some of the payment methods listed may not be used for both deposits and withdrawals. Moreover, the availability of certain payment methods may change depending on your country.

Languages and customer support options

Members of our casino review team collect information about customer support and available languages when reviewing online casinos. Languages and customer support options available at NetBet Casino are displayed in the table below.

Language	Website	Customer support	Live chat
English
Spanish
Portuguese
Japanese
German
Finnish
Italian
Danish
French
Romanian

Members of our casino review team contacted the casino's representatives to learn how helpful, professional, and quick their responses are. Customer support is crucial to us because it can be very useful in resolving problems with player's account, registration at NetBet Casino, withdrawals, and other potential areas of concern. Based on the test we have conducted, we have rated the customer support of NetBet Casino as good.

NetBet Casino casino games and slots

NetBet Casino gives players an option to play these types of games: Slots, Roulette, Blackjack, Betting, Video poker, Bingo, Baccarat, Jackpot games, Live games, Poker, Craps and dice, Keno, Scratch cards, Other card games, eSports betting, Virtual sports, Other games, Crash games.

The casino's game library includes titles from 90 providers. This includes NetEnt, Novomatic, Nolimit City, Playtech, Play'n GO, Blueprint Gaming, IGT, Evolution Gaming, Pragmatic Play, Quickspin, Yggdrasil Gaming, Red Tiger Gaming, Thunderkick, Betsoft Gaming, Big Time Gaming, Playson, iSoftBet, Amatic, Nextgen Gaming, ELK Studios, Evoplay, Ezugi, Push Gaming, Eyecon, BGaming, GameArt, Endorphina, Wazdan, Habanero, Lightning Box, Red Rake Gaming, Spinomenal, Leander Games, 1X2 Gaming, Booming Games, Tom Horn, Iron Dog Studio, Realistic Games, Relax Gaming, Betgames, Ainsworth, Gaming1, Inspired Gaming, Fantasma Games, Platipus, Playzido, Swintt, Wizard games, RFranco Games, Spinmatic, Skillzzgaming, Spadegaming, G Games, Apollo Games, Spribe, Gamomat, Darwin gaming, Golden Race, Armadillo Studios, Revolver Gaming, Spearhead Studios, Bragg Gaming, RAW iGaming, Foxium, AGS, SlotMill, Amusnet (EGT), Reel Play, Gaming Corps, Ortiz, Slot Factory, JVL, Synot Games, OctoPlay, SlotMatrix, Skywind Group, Stakelogic, Fazi, Neko Games, Zitro, CT Interactive, Design Works Gaming (DWG), Games Global, Just For The Win, Gaming Realms, Light & Wonder, Spinberry, Hacksaw Gaming, Ruby Play, Bet Construct.

NetBet Casino bonus offers and codes

Online casino sites offer bonuses to attract and retain players, as an incentive to register an account with them and begin playing. We currently have 5 bonuses from NetBet Casino in our database, which you can find in the 'Bonuses' part of this review.

Note: For more information about this casino's offers, check out our separate page dedicated to NetBet Casino bonuses.

Bonuses

No Deposit Bonus:

Not available

Deposit Bonus:

Not available

Payment methods

Show all (22)

Withdrawal limits

Not Limited for USD

Games
Show all

Slots

Roulette

Blackjack

Betting

Video poker

Bingo

Baccarat

Jackpot games

Live games

Poker

Craps and dice

Keno

Scratch cards

eSports betting

Crash games

Language options

English website

All languages (10)

English customer support

All languages (10)

English live chat

All languages (8)

Game providers
Show all (90)
Game providers (90)

CASINO SCREENSHOTS

Positives

Good selection of game providers
Casino has its own poker platform
Phone support available
Live dealer games are available

Negatives

Possible withdrawal fees
Live chat support is not available 24/7
Not all game providers are available for all countries

Interesting facts

International casino

Author & Guarantor: Katarina Duboak Last updated: 03 Apr 2024 Anything incorrect or missing? Let me know

NetBet Casino bonuses

Browse all bonuses offered by NetBet Casino, including their no deposit bonus offers and first deposit welcome bonuses.

Casino Guru

We want players to understand gambling.

User reviews of NetBet Casino

This is a place to share experience with NetBet Casino. Read what other players wrote about it or write your own review and let everyone know about its positive and negative qualities based on your personal experience.

User feedback:

Mixed

Rated by 171 users

Very positivePositiveNeutralNegativeVery negative

Do you have any experience with this casino?

Write a review

Casino Guru

We want players to understand gambling.

I-see-you

Novice

Greece

• 5 months ago

They reply to emails with automated messages, they are completely unacceptable, I have deposited so much money and they don't bother to reply normally. The tempo in the spins of the slots is disappointing, it doesn't look like what we know at all. Only deposits in the last few months that I've been playing, I've forgotten when I made a withdrawal from the particular casino.

Cryslerr

Advanced Novice

Finland

• 5 months ago

Again one of the worst casino experiences I have had, everything takes too long and promised 2 week time stamp have to over 3 weeks

Good variation of games
Cool looking site
Good licensor

Bad support
Everything takes too long
Also they are lying about every thing

zeugirdorramo1012

Apprentice

Mexico

• 5 months ago

Be very careful, Netbet puts misleading bonuses here I leave you a screenshot where it says that the minimum deposit is 20 pesos when in the T&C it says that it should be 400 pesos and that is a deception, a trusting one makes the deposit and you want to claim the bonus and they tell you that it is 400 pesos and that those twenty are 20 euros and why do I want in euros if I am playing in Mexico not in Europe they are very bad and they did not fix my problem or give me the bonus

Nothing
Nada

Deceptive bonus
Bono engañosos
Terrible customer service
Servicio al cliente pésimo
tricked games
Juegos truqueados

Peter14

Senior Apprentice

Germany

• 9 months ago

Actually, I thought it was a great casino. Today I felt like playing and deposited 50 euros, without a bonus. At 48 euros I got a message saying that I had reached my betting limit of 40 euros, which I never set and didn't want to. I still have a deposit limit of 950 euros. Now I have asked for my money back and canceled the account because no one has contacted me via email.

A large selection of slots, but if you have problems with slots in the evening, there is no one to contact.
Eine grosse Auswahl an Slots,aber nicht mehrHat man Abends Probleme mit Slots ist kein Ansprechpartner da.

No 24/7 chat, some slots hit or miss. They take money but don't want to talk to anyone.
Kein 24/7 Chat,manche Slot haken oder springen.Sie nehmen Geld wollen aber mit keinem sprechen.

Dude30

Apprentice

Austria

• 9 months ago

I have already explained this in the complaint and I will certainly not let these casinos cheat me out of my winnings.
In any case, I can only warn you about the casino.

I thought everything was positive until the casino decided not to let me risk my bonus winnings without a solid reason.
Ich fand eig alles positiv bis das casino entschied mich meine Bonusgewinne nicht wagern zu lassen ohne einen haltbaren Grund.

It was described in my complaint. I have never experienced anything like this before in a casino where they don't let you risk the bonus winnings of 350 euros on the grounds that you have taken bonuses too often, and I have deposited about 5 times within 2 years Usually 10 euros are deposited without a bonus. My winnings were earned with my real money. However, they don't allow me to gamble my winnings because I was at 350 euros, which probably doesn't suit them.
Wurde in der beschwerde von mir beschrieben.Sowas ist mir noch in keinen Casino vorgekommen das man einen die Bonusgewinne von 350 euro nicht wagern lässt mit der Begründung man hätte zu oft Bonusse genommen, dabei hab ich ca 5 mal eingezahlt in abstand von 2 jahren und meistens 10 euro ohne bonus eingezahlt. Meine Gewinne wurden mit meinen Echtgeld erspielt. dennoch erlauben sie mir nicht meine gewinne zu wagern da ich auf 350 euro war was ihnen wohl nicht passt.

Jamethai888

Adept

Finland

• 11 months ago

I play here couple month and few win and quick withdrawal. Now suddenly everything change, kast withdrawal they ask me more documents and change it bank transfer and say it takes 3 + 8 days to proceed. Before trustly, few minutes.
I also make deposit limit to my account and after this poor withdrawal service i wanna change it lower. But cannot change, they remove whole option away from casino.
So have to wait this slow withdrawal and then totally closed my account.

Before everything works fine..

No responsibility player tools
Very slow withdrawal
Poor support never available
Ridiculous loyalty program

dedoreen612

Novice

Germany

• 11 months ago

I had my player account closed because customer service didn't respond to the problem and wasn't interested in suggestions.
As in every online casino, there is the "24 hour game break" button.
The casinos I know always have the button at the top of the picture (page), at NetBet it is right under the game.
It has happened to me several times that I wanted to press the bet button in the game, but unfortunately I missed something and hit the lock button.
I can't imagine that I'm the only one this has ever happened to?!?
The fact that I couldn't play for 24 hours doesn't bother me anymore.
But what's not possible is that my complete bonuses (birthday bonuses, gift stockings, everything... even offers are blocked!!!
I contacted customer service about this to find out what was going on and they said I was blocked from offers and bonuses. Whaaaaaaass
When I wanted to point out this 24-hour lock button again and see if it wouldn't be possible to move it up like it is on other online casinos, there was no response.
The first time I unintentionally pressed this stupid button, I already pointed it out to customer service.
The second time all bonuses and offers were blocked.
KD contacted me again, complained and asked for a solution/clarification of the problem, I wanted my bonuses back or at least a small compensation.
But no.
When I closed my player account on NB, the KD asked me why.
And again I complained and asked for a suggestion to move the button.
The account was immediately closed by NB and an answer to my problem was skillfully ignored.

Nice offers
Nette Angebote
Payout was pretty quick
Auszahlung ging recht schnell

A lot of money invested, but unfortunately only won once (€250)
Viel Geld investiert, aber leider nur 1x gewonnen (250 €)
Customer is NOT king here!!!
Kunde ist hier KEIN König!!!
Customer service does not address problems
Kundendienst geht auf Probleme nicht ein
There is a self-exclusion button under the game, which can easily be pressed involuntarily
selbstausschluss-Button ist unter dem Spiel, die man evtl. leicht unfreiwillig betätigt
all bonuses blocked
alle boni gesperrt

ramonaseverin17

Novice

Germany

• 11 months ago

Unfortunately, the casino deteriorated after it had the licenses for the casino. There are only a few slots left and the shop to exchange for Netbet points is no longer there... What a shame!!!!

Found the casino better before
Fand das Casino vorher besser
Fast payout
Schnelle Auszahlung
Nice chat people
Nette Chat Leute

A little difficult with verification
Etwas schwierig mit der Verifizierung

Mag7

Senior Apprentice

Finland

• 1 year ago

Bad experience. You wait an answer for a complaint many months and still not a single answer. I think there wont be any answers coming. Worst complaint handling I have seen so far. Support dont help at all. Based on my experience about how they treat people, I wouldnt use the site.

Complaints dont get resolved
Extremely slow support

Sara-334455

Novice

Canada

• 1 year ago

It's an interesting casino with a pretty good website design. I've had experience playing there, and I can't say that there's anything special about it, like most online casinos. A good variety of games and providers. I didn't like the verification process, which takes too long and requires some additional documents. The support service works well, but I didn't notice that they are interested in helping players with their problems. Even though I didn't win much here, I'm not sure I'll come back here again.

good design
many games and providers
all is okay with rtp

long verification
not friendly customer service

Ferddii123

Novice

Austria

• 1 year ago

I can't understand the negative comments at netbet, it's logical that you sometimes win and sometimes lose, after all, you don't play to become a millionaire, but to have fun. And they are really fast when it comes to paying out you win, go to pay out and the money is in your account on the same day...

GerdBR

Visitor

Ireland

• 2 years ago

Cashouts are really fast. I've lost and I've won. Their customer service is top notch.

KingOfJungle

Novice

Germany

• 2 years ago

The only really the only ones so far who keep their promises !!!! Payout no matter whether account or to my wallet, since verification never longer than 5 hours, only one star deduction because the celebrities are very confusing and there is no longer an automatic (which is due to the German bets) everything else is absolutely good, game selection top

Game selection, always all new ones from mane-like manufacturers
Spielauswahl , immer alle neuen dabei von mähnenhaften Herstellern
Fairness, if it says payout within hours, then that's the case even if I won something with a bonus
Fairness , wenn gesagt wird Auszahlung innerhalb Stunden , dann ist das so auch wenn ich mit Bonus was gewonnen hab
Really fast payment even with bank transfer within hours
Wirklich schnelle Auszahlung auch bei Banküberweisung innerhalb stunden
No spam from other partners or the like
Kein Spam von anderen partnern oder ähnliches

Bonus a bit confusing
Bonus etwas unübersichtlich
Rare High Deposit Bonus
Selten Hohe Einzahlungsbonus

mikel70

Advanced Novice

Italy

• 2 years ago

good assortment of slots, easy and accessible casino, sufficient assistance but what precipitates my judgment on netbet casino are the biblical times for withdrawals. The player plays to win and if he has to wait seven days to collect even small amounts, surely, among the wide choice available, he prefers to play on organized sites to pay winnings in a maximum of 48 hours. IF they hand delivered the winnings it would take less time ....

good assortment of slots
buon assortimento slot

withdrawals with very long times, days and days of waiting .. seven working days for credits on credit cards
prelievi con tempi lunghissimi, giorni e giorni di attesa.. sette giorni lavorativi per accrediti su carte di credito

Druffer

Unregistered user

United Kingdom

• 2 years ago

Payout times atrocious. Sent documents been accepted and pending Withdrawl for 48 hrs

None they take too long to verify and pay you out

Payout times are too long should be instant this day and age

Anonymized458

Adept

Germany

• 2 years ago

Nice casino, unfortunately the 5 second rule and the waiting time after an hour, but extensive slot machine collection. A payout works quickly and easily here. Otherwise a very nice casino with the small restrictions at the beginning of my remarks.

Clear and fair conditions for the player
Klare und faire Bedingungen für den Spieler
Problem-free process and payout
Problemloser Ablauf und Auszahlung

5 seconds and hour rule
5Sekunden und Stundenregel

Safety Index of NetBet Casino explained

Take a look at the explanation of factors that we consider when calculating the Safety Index rating of NetBet Casino. The Safety Index is the main metric we use to describe the trustworthiness, fairness, and quality of all online casinos in our database.

Safety Index:Below average5.0/10

Medium-sized casino, based on our research and estimates

We consider the casino's T&Cs to be somewhat unfair

Not found on any relevant casino blacklist

High value of withheld winnings in player complaints in relation to the casino's size

We also considered other factors, which had a neutral impact on the casino's Safety Index

The Safety Index of this casino was calculated based on our research and data collected by our casino review team. Learn more about casino review methodology

Has this casino done something unfair to you?

Submit a complaint

Unfair terms and conditions

This casino forbids certain betting patterns or strategies (even when playing without a bonus), but we have not witnessed this rule being used against players yet.

Complaints about NetBet Casino and related casinos (44)

44All1Opened11Not solved9Solved23Rejected

Complaints directly about NetBet Casino

Waiting for casino to reply

4d 6h 20m 19s

Disputed amount: €1,483

Player's withdrawal is delayed.

The player from Italy deposited €1040 into their casino account and, after playing the funds, requested a withdrawal. However, three weeks later, they face delays in processing their request despite having submitted the required documents.

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Submitted: 25 Oct 2024

Case closed

Disputed amount: €1,770

Player's account has been closed after withdrawal request.

The player from Austria had an account with the casino for four years, consistently depositing from her Austrian bank account. However, after winning 1,770 euros and attempting to withdraw, the casino erroneously claimed she needed to provide a bank statement from a German account, which led to the unexpected locking of her account and withholding of her payout. The issue was resolved after the casino paid out her winnings following the player's communication with the Complaints Team. The case was marked as 'resolved' by the team.

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Submitted: 05 Sep 2024

No reaction, good regulator

Black points: 104

Disputed amount: €538

Player's winnings have been confiscated.

The player from Greece forfeited a 50-euro bonus at NetBet Casino, which led to the disappearance of his winnings amounting to 538 euros. Despite having contacted customer service to resolve the issue, the money was lost, prompting him to deactivate his account. The Complaints Team attempted to engage with the casino for resolution but received no response, leading to the complaint being marked as 'unresolved'. The player was advised to contact the Gaming Supervision and Control Committee for further assistance.

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Submitted: 19 Aug 2024

No reaction, passive regulator

Black points: 100

Disputed amount: Mex$1,000

Player's deposit is missing.

The player from Mexico deposited money that did not appear in her account, and casino support stopped responding to her requests. After multiple attempts to resolve the issue, the Complaints Team was unable to obtain a response from the casino. Consequently, the complaint was marked as 'unresolved', and the player was advised to contact the Dirección General de Juegos y Sorteos for further assistance. The situation remained open for future intervention if the casino responded.

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Submitted: 29 Jul 2024

Case closed

Disputed amount: Mex$500

Player’s deposit has not been credited.

The player from Mexico made a deposit of 500 MXN via SPEI to an online casino on July 27. The funds were neither credited to his casino account nor returned to his bank account, and he had not received a response due to an unavailable chat service. The Complaints Team had attempted to assist by advising him to contact his payment provider for further investigation. However, due to his lack of response to the team's inquiries, the complaint could not be pursued and was rejected. Eventually, the player informed the team that the issue had been resolved, and the complaint was marked as 'resolved' in the system.

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Submitted: 28 Jul 2024

Failed self-exclusion

Black points: 17125

Disputed amount: €31,198

Player blamed the casino for not helping with his gambling addiction back in 2020.

The player blamed the casino that back in 2019 - 2021 he had spent more than 31.000 USD while battling a gambling addiction and the casino did not intervene. The case remained unresolved as the player was missing supporting evidence.

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Read more on: casinoreviews.com Submitted: 4/2023

Case closed

Disputed amount: 7,400 R$

Player’s withdrawal has been delayed.

The player from Brazil had experienced difficulties withdrawing funds from her account as the transaction was persistently marked as pending. After the player had communicated her issue, we had inquired about her KYC verification status, past withdrawal history, bonus usage, and the timing of her withdrawal request. The issue had been successfully resolved when the player confirmed that the payment had been made. The complaint was then marked as 'resolved' in our system.

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Submitted: 07 Mar 2024

Player stopped responding

Disputed amount: €100

Player’s quick withdrawal is delayed.

The player from Finland was experiencing a delay in withdrawal even though the casino website had promised quick transfers. It had been 63 hours and he had not received any information about his withdrawal. We had advised the player that withdrawal processing could take up to 14 days and might be delayed due to unfinished KYC verification or a high volume of withdrawal requests. We had extended the complaint's timer by 7 days for the player to respond, but due to a lack of response, we were unable to investigate further and had to reject the complaint.

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Submitted: 07 Mar 2024

Player stopped responding

Disputed amount: Mex$9,000

Player's withdrawal disappeared from the account.

The player from Mexico had requested a withdrawal of 9,000 pesos, but had experienced issues. Despite having been verified and told no further steps were necessary, the amount had disappeared from the account. He had been told by the casino that his bank had rejected the deposit, but upon contacting his bank, they had assured him there was no issue on their end. The player had been advised to wait for 14 days for the withdrawal process to be completed. However, due to lack of further communication from the player, we had to reject the case. The investigation was unable to proceed and no resolution could have been provided.

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Submitted: 17 Feb 2024

Case closed

Disputed amount: £250

Player is experiencing difficulties with her withdrawal.

The player from the United Kingdom had faced issues with a withdrawal of £250 from the casino and had not received any updates. The player had submitted the withdrawal request on 5th February 2024 and it had been their first withdrawal. They had confirmed passing the KYC verification with a bank statement and stated that the winnings had been accumulated without a bonus. The player was initially informed that the withdrawal would take 24-48 hours. However, after interaction with the Complaints Team, the player reported that the casino had paid out. Hence, the issue had been successfully resolved.

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Submitted: 12 Feb 2024

Against fair gambling

Black points: 95

Disputed amount: €350

Player is unable to wager bonus winnings.

The player from Austria was unable to wager their bonus winnings. The casino claimed this was due to the player using bonuses too frequently. The player usually deposited 10€ every few months and believed the casino was trying to cheat them. After a thorough investigation, we found the casino's decision to be unfair, but they maintained their stance. As a result, the complaint was closed as Unresolved - Against fair gambling. We suggested the player contact eCOGRA and the Malta Gaming Authority for further assistance.

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Submitted: 27 Jan 2024

Player stopped responding

Disputed amount: $1,800

Player faces verification and withdrawal issues.

The player from Bolivia is facing difficulties in account verification and is unable to withdraw $1800 in winnings, with no response from customer service.

Submitted: 30 Nov 2023

Player stopped responding

Disputed amount: €511

Player believes that their withdrawal has been delayed.

The player from Greece had requested a withdrawal less than two weeks prior to submitting this complaint. His money hadn't been received yet. He reported that his withdrawal was still pending and he had not received any confirmation email from the casino. He also mentioned that the casino had not responded to his emails. We advised him to be patient and wait for at least 14 days after requesting the withdrawal. However, the player did not respond to our follow-up messages, thus we were unable to investigate further and had to reject the complaint.

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Submitted: 03 Nov 2023

Insufficient evidence from casino

Black points: 1371

Disputed amount: €2,154

Player’s account was closed.

The player from Italy had made a withdrawal request after a win, but a week later, the casino had claimed that proper documents were not submitted and had closed the player's account. Despite having contacted customer support, no sufficient explanation had been provided. The player had stated that he had submitted all requested documents, which had been approved, and his account had been active for almost two years. We had attempted to mediate by inviting a casino representative to the conversation and asking for clarification on why the player's account was blocked. The casino had responded by stating that they were dealing with gaming activities contrary to the ADM guidelines and their own T&Cs, hence, some accounts were suspended. However, the casino did not provide further evidence or clarification. Despite several follow-ups, the casino had failed to respond, leading to the complaint being marked as 'unresolved'. We had advised the player to contact the Gaming Authority for further assistance.

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Submitted: 31 Oct 2023

No reaction, good regulator

Black points: 89

Disputed amount: 900 R$

Player's account is banned with pending withdrawals.

The player from Brazil had found her account banned without notice at the online casino, despite having a pending withdrawal request and not having violated any rules. She had passed the KYC verification and had previously made a successful withdrawal. The player, who had played Slots games and accumulated her winnings without an active bonus, had sought a resolution and return of her funds. We had contacted the casino for clarification and evidence, but received no response. Consequently, we had to close the complaint as 'unresolved', which negatively affected the casino's rating. We had recommended the player to contact the Malta Gaming Authority for further assistance.

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Submitted: 18 Oct 2023

Player stopped responding

Disputed amount: €300

Player believes that their withdrawal has been delayed.

The player from Greece had requested a withdrawal less than two weeks before submitting this complaint. His money had not been received yet. The player had communicated with the Complaints Team about the delay in his withdrawal, stating that he hadn't received his funds even after 20 days. Despite making another withdrawal which was processed successfully, his initial withdrawal of €300 was still pending. The player had confirmed that he had completed all necessary KYC verifications and that his winnings were not associated with any deposit bonuses. The Complaints Team had extended the complaint resolution period twice to allow the player to confirm if the issue was resolved. However, due to a lack of confirmation from the player, the complaint was eventually rejected.

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Submitted: 08 Sep 2023

No reaction, good regulator

Black points: 60

Disputed amount: 260 R$

Player’s account has been closed during withdrawal process.

The player from Brazil had made a withdrawal request but when its processing was delayed, his account was subsequently banned, affecting his withdrawal of 260 reais. The player had completed all necessary account verification and had no active bonuses when he accumulated his winnings. Despite our team's multiple attempts to contact the casino and resolve the issue, the casino did not respond. As a result, we were forced to close the complaint as 'unresolved', which negatively affected the casino's rating. We had advised the player to contact the Malta Gaming Authority for further assistance.

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Submitted: 28 Aug 2023

Player stopped responding

Disputed amount: £50

Player’s withdrawal has been delayed.

The player from the UK requested a withdrawal less than two weeks prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.

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Submitted: 06 May 2023

Player stopped responding

Disputed amount: €200

Player complains that she didn’t win anything.

The player from Germany is dissatisfied with the casino’s RTP (Return to Player). We rejected the complaint because the player didn't respond to our messages and questions.

Submitted: 07 Nov 2022

Player stopped responding

Disputed amount: €550

Player's winnings haven't been credited.

The player from Italy claims his winnings from a tournament haven't been credited. We rejected the complaint because the player didn't respond to our messages and questions.

Submitted: 23 Jan 2022

Justified complaint

Black points: 5074

Disputed amount: €5,600

Player's account has been blocked.

The player from Austria tried to withdraw his winnings, but the casino accused him of playing from a restricted country. The casino team confirmed the reason why they confiscated the winnings and blocked the player, however, since the player managed to register, deposit, withdraw and even verify his identity without ever being notified about the restriction, we consider their approach in this case as insufficient. Therefore, the case was closed as 'unresolved'.

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Submitted: 27 Dec 2021

Player stopped responding

Disputed amount: €25

Player has experienced a technical glitch.

The player from Italy has experienced a technical glitch while playing specific slot machine. We rejected the complaint because the player didn't respond to our messages and questions.

Submitted: 17 Dec 2021

Unjustified complaint

Disputed amount: €1,000

Player’s attempts to self-exclude himself have been overlooked.

The player from Germany has been trying to close the account due to a gambling problem. Unfortunately, all the enquiries were ignored. After a closer examination, we ended up rejecting this complaint as unjustified.

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Submitted: 27 Oct 2021

Player stopped responding

Disputed amount: 200 R$

Player’s requesting a refund.

The player from Brazil had their account blocked and was experiencing difficulties withdrawing deposited funds. A few days after the player submitted the complaint, the casino representtaive informed us that the issue had been resolved from their side. Even though we assumed that this issue had been resolved, without a confirmation from the player, we were forced to reject this complaint.

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Submitted: 30 Jun 2021

Player stopped responding

Disputed amount: €100

Player’s winnings from Free Spins haven’t been rewarded.

The player from Germany has accumulated winnings from Free Spins. Unfortunately, prize money disappeared. We rejected the complaint because the player didn't respond to our messages and questions.

Submitted: 13 May 2021

Player stopped responding

Disputed amount: 114 R$

Player has experienced a technical glitch.

The player from Brazil has experienced technical issues while playing. We rejected the complaint because the player didn't respond to our messages and questions.

Submitted: 16 Feb 2021

Case closed

Disputed amount: $6,000

Player’s struggling to withdraw her winnings due to ongoing verification.

The player from Iceland was complaining about the lengthy verification process. Shortly after the complaint was submitted, the disputed amount was paid to the player and the case is resolved.

Submitted: 21 Dec 2020

Unjustified complaint

Disputed amount: €150

Player complains that he didn’t receive Deposit bonus.

The player from Italy is highly dissatisfied with a promotional offer and overall casino experience. After a closer examination, we ended up rejecting this complaint as unjustified.

Submitted: 04 Nov 2020

Unjustified complaint

Disputed amount: ??

Player’s bonus privilege has been withdrawn.

The player from Greece had their bonus privilege revoked without prior notice. We’ve rejected this complaint as unjustified.

Submitted: 31 Oct 2020

Other

Disputed amount: €50

Player’s experiencing some problems with a bonus.

The player from Italy is complaining that he didn't receive a bonus without a deposit. He decided, he is no longer interested in playing in this casino, therefore we rejected the complaint.

Submitted: 29 Oct 2020

Case closed

Disputed amount: €15

Player is experiencing difficulties to activate bonus.

The player from Germany is struggling to cancel the existing free bonus and activate a new promotion. The issue was successfully resolved.

Submitted: 23 Sep 2020

Justified complaint

Black points: 351

Disputed amount: 2,400 lei

Player’s complaining about Loss limit.

The player’s complaining about the casino’s Loss limit system. The complaint was closed as "unresolved" as we could not find a common solution for both sides.

Submitted: 22 Aug 2020

Player stopped responding

Disputed amount: €400

Player’s withdrawal has been delayed.

The player from Germany has requested withdrawal a week ago. It has been pending since. We rejected the complaint because the player didn't respond to our messages and questions.

Submitted: 01 Aug 2020

Case closed

Disputed amount: €5,513

Player’s struggling to withdraw his winnings.

The player from Germany is experiencing difficulties to receive his winnings due to postponed deposit payment. The complaint got successfully resolved.

Submitted: 31 Jul 2020

Player stopped responding

Disputed amount: €220

Player’s having difficulties withdrawing his winnings.

The player from Greece is probably experiencing some problems with withdrawals. We rejected the complaint because the player didn't respond to our messages and questions.

Submitted: 23 Jul 2020

Unjustified complaint

Disputed amount: €5,000

Player’s complaining about a technical glitch.

The player from Austria is complaining that the slots aren’t working properly and she cannot withdraw her balance. It shows that she played out all of her money and there is nothing for investigation.

Submitted: 21 Jul 2020

Other

Disputed amount: €1,200

Player has been accused of opening multiple accounts.

The player from Germany has been accused of opening multiple accounts. The account has been closed and winnings confiscated.

Submitted: 24 Jun 2020

Player stopped responding

Disputed amount: Mex$4,000

Player’s withdrawal has been delayed.

The player from Mexico has requested a withdrawal. Unfortunately, it has been delayed due to ongoing account verification. We rejected the complaint because the player didn't respond to our messages and questions.

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Submitted: 11 Jun 2020

Case closed

Disputed amount: €7,200

Player’s withdrawal has been delayed.

The player from Germany has requested a withdrawal. Unfortunately, it has been delayed due to ongoing account verification. Player’s complaint has been resolved successfully.

Submitted: 11 Jun 2020

Player stopped responding

Disputed amount: €5,049.17

Player’s struggling to complete account verification.

The player from Germany has submitted a different home address when registering with the casino as he didn’t wish to receive any promotional mails. Now the player experiences difficulties verifying his account. We rejected the complaint because the player didn't respond to our messages and questions.

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Submitted: 16 May 2020

Player stopped responding

Disputed amount: Mex$1,200

Player’s criticizing complicated verification process.

The player from Mexico is questioning the number of documents which are required for KYC verification even if withdrawal is insignificant. We rejected the complaint because the player didn't respond to our messages and questions.

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Submitted: 19 Mar 2020

Delayed payment, likely paid

Disputed amount: £7,333

Delayed withdrawal process due to a failed account verification.

Patrick requested a withdrawal of £7,333 and sent all the documents for his account to get verified. Unfortunately, his utility bills he provided were outdated and the casino asked him to provide new ones. We're not sure if Patrick received his winnings or not. The complaint remained unresolved.

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Read more on: askgamblers.com Submitted: 5/2014

Delayed payment, status unknown

Disputed amount: £720

The casino denied the player's withdrawal without any reason given.

The player requested a withdrawal of £720 and sent all the needed documents for verification. The casino declined the player's withdrawal without any relevant reason. There is no update on this case ever since.

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Read more on: askgamblers.com Submitted: 5/2014

Delayed payment, status unknown

Disputed amount: €511

The player's account was closed including with his funds without a relevant proof.

Elliso, from Marocco, had been a devoted player of the casino for about two years. He made two withdrawal requests in the amount of around €511. The withdrawal was delayed and later on, they closed his account with all the funds he had there. He was trying to gain his money back, but he's being unsuccessful. There is no update on this case.

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Read more on: askgamblers.com Submitted: 6/2015

Show 2 similiar complaints with 0 black points in total (0 for this casino)

Case closed

Disputed amount: €360

The player is displeased with the loss limit settings in the casino.

The player wanted to set a loss limit in his player’s account. This would only take effect with a one-week delay, causing the loss of the player’s winnings. The issue was resolved.

Submitted: 09 Feb 2020

Uncertain case, good regulator

Disputed amount: £500

Zachary was accused of owning a fake account and it was closed right away.

Zachary, a player from the UK, said that his account, where he had £500 left, was closed without any relevant reason given. The casino asked him for documents for verification and after he sent those, he received an update from them. It stated that his account was one of the 200 fake accounts that their system detected and was created automatically with randomly generated names and addresses in order to take an advantage of their promotion. Zachary felt disappointed after he received this information and this case remains open and unresolved.

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Read more on: askgamblers.com Submitted: 12/2016

Uncertain case, good regulator

Disputed amount: ??

The casino denied Ruth's withdrawal due to the terms and conditions being breached.

Ruth became a devoted player because she really liked the various games and the bonus that the casino had to offer. After she used one of the bonuses and won money, her withdrawal was denied. The casino claimed that she had used a Martingale strategy, which meant that she doubled her bets after losing. The ThePOGG representative tried to help Ruth but wasn't able to. The casino responded to their messages but wouldn't provide any sufficient proof about the terms and conditions being breached. This case remains open and unresolved.

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Read more on: thepogg.com Submitted: 6/2013

Uncertain case, good regulator

Disputed amount: ??

Jessica's account was permanently closed without any relevant reason provided by the casino.

Jessica from Germany was a devoted player of the casino with a verified account and only a good experience. After some time, her account was blocked and she was asked to verify some information via phone call. Even though her account was successfully verified, it was still blocked. The casino declared that their fraud management reviewed her account again and all the details of her case confirmed that it should stay blocked. Jessica was unhappy with the result and asked the casino for more thorough proofs of the accusation. The case remains unresolved.

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Read more on: askgamblers.com Submitted: 3/2017

Uncertain case, good regulator

Disputed amount: £7,333

The player was accused of three different things without any proof from the casino.

Patrick complained about getting his winning of £7,333 denied due to the accusation of a double account. Later on, the casino answered the complaint on Askgamblers where they stated that the player used a Martingale betting strategy or a software endowed with artificial intelligence that was also used on a different player's account. Patrick disagreed with the casino's decision and insisted on to receive his winning. The casino met him halfway when they proposed to him that they would pay him if he would send them documents for verification and finished the wagering requirements. This case is full of accusations without any proof from the casino and ironically, the player was the one that was supposed to send the proof. This case is still unresolved.

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Read more on: askgamblers.com Submitted: 4/2013

Uncertain case, good regulator

Disputed amount: €2,673

Sundeep was accused by the casino of a duplicate account without any valid proof.

The player, Sandeep, made a deposit, accepted a bonus, won, and requested a withdrawal of €2,673. The casino asked him for some documents for verification and informed him that they would have to use a different payment method for a payout than he used for the deposit, the wire transfer. When all Sandeep's documents were provided to the casino, they accused him of a duplicate account. Sundeep disagreed and said that it was the casino who was making up false accusations. There is no further information on this case.

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Read more on: askgamblers.com Submitted: 4/2015

Uncertain case, passive regulator

Disputed amount: £200

Failed completion of bonus wagering requirements.

The player requested a withdrawal of his winnings but it was denied due to unfinished wagering requirements. There's no further information and even though the casino responded to the complaint with an explanation, the player did not. No further details are available ever since.

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Read more on: askgamblers.com Submitted: 5/2014

Uncertain case, good regulator

Disputed amount: £390

Harley's account was closed because she was accused by the casino of providing fake documents for verification.

Harley, from the UK, requested a withdrawal but it was denied and her account was closed. The casino asked her to provide documents for verification and after she did so, they told her that her account was closed permanently. They told Harley that her documents were fake and not illegible. Harley was confused and unhappy about the result and maintained that it is the casino who was looking for a reason not to pay her the winning. This case is very confusing and strange where the player's account was closed before she sent the documents for verification. The case is still unresolved.

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Read more on: askgamblers.com Submitted: 10/2016