Netabet Casino - Player’s deposit is delayed.

Good evening, I made a deposit to play, and it's been about 3 hours with nothing happening. What can I do? I sent a message to support, but I haven't received a response.

Dear Audielm, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have already contacted them and they told me to wait. What they don't explain to me is why I struggle if I don't have problems in other casinos. It's not much, but if I had deposited another amount

Did you contact your payment provider as I suggested?

Did you communicate with the casino that your deposit has not been credited?

Please forward me all the communication that could be relevant to our investigation at veronika.f@casino.guru.

Thank you for your patience and cooperation.

Good morning, thank you for your help, the payment has already been processed, now I have a question, I registered to get the welcome bonus, I have already uploaded all my documents to verify my account but I have done it for more than a week now but I have no answer, what can I do in that case?

I am glad to hear that your deposit was credited.

Could you please specify which bonus you wanted to play with? Was it a casino bonus or a sports bonus? Please send me the exact link to the bonus or a screenshot of it.

Casino bonus

Did you receive a bonus code for this free bonus after you registered in the casino?

No, according to the bonus, it credits by verifying my account but there is still no response, according to it is still in verification

According to them they are still validating

Thank you for updating me on your situation.

To assist you further, could you please provide more details regarding your verification process?

1. When exactly did you send your identity documents to the casino for verification?
2. Which documents did you provide?
3. Have any of your documents been approved in the meantime?
4. Have you contacted the casino's customer support team regarding both the verification process and the free bonus you wish to receive?

Providing this information will help us understand your case better and determine how to proceed.

I don't remember the shipping date, but it's been more than 15 days, and no document has been verified.

These are my documents that they requested, I have not had a response from the casino either.

Thank you very much, Audielm, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Audielm for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Netabet Casino for their help in resolving this complaint. We would like to know what is the issue with the deposit and what can we do to help the player receive their funds.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. The casino supposedly operates under the Dirección General de Juegos y Sorteos Mexico however we're unable to verify that. If you would like to contact them nonetheless you can do so here: (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea)

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter