Bet Neto Casino - Player’s withdrawal has been delayed.

Withdrawal requested. Went through verification process which completed 2 weeks ago. They said 2 weeks ago that they were having provider issues but that is was now sorted and they had a new one. I email daily but they have not answered in the last 2 weeks

Dear alisonwiles,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

This is my first withdrawal. It has not changed from pending since I requested it on 31/3/23. I accrued this money through a deposit bonus and played through wagering until withdrawal was available at cashier.

I have now been told withdrawal has been cancelled as I broke the rules. I don’t think I did and have asked for gaming transactions to prove this.

this is their email

Alison, according to our terms and conditions,Placing bets more or equal 20% of your Deposit-Bonus counts as irregular play.

You can check all rules in Terms and conditions , it is stated on the main page.

Unfortunately your withdrawal request was declined, as your withdrawal request was made of £20 deposit and you have placed bets more than £4.00

i never play with more than £2 stake. Also I deposited £20 and got £50 in bonus money and £12.50 from free spins. Should this not be included in deposit-bonus

Thank you for your reply, alisonwiles. I checked the bonus T&Cs and I found this:

"Betting over $5 (or equivalent in currency) with bonus funds on any specific game until the wagering requirement has been fulfilled."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

I have some emails for you to see. Can I forward them to you. If so what email address?

My email address is kristina.s@casino.guru.

Have you received my emails?

Unfortunately, I have not received any emails from your email address.

Please cancel my complaint. It’s not worth the stress it is causing

I understand. I will now reject this complaint as per your explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.