The player from Italy filed a complaint against NetBet Italia due to delays in processing two withdrawal requests totaling €60 and a lack of transparency regarding his account verification. Although he had submitted all required documentation, he did not receive official communication about the status of his verification or his withdrawals, which remained pending. After extending the response time by seven days, the complaint was closed due to the player's lack of further communication, with the option to reopen it if he chose to resume contact.
NetBet Casino IT - Player's withdrawals are delayed and verification is unclear.
Closed
Our verdict
Player stopped responding
Amount: €60
NetBet Casino IT
Safety Index 5.7 Below averageCase summary
Discussion
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4 weeks ago
Translation
I would like to file a complaint with NetBet Italia regarding the delay in processing two withdrawal requests and the lack of transparency in handling my account verification.
I requested two withdrawals four days ago, for €20 and €40 respectively, for a total of €60. When I made the request, I was asked to submit the necessary documentation for identity verification. I submitted all the requested documents immediately and in full.
Despite this, my withdrawals are still pending. Furthermore, I haven't received any email confirmation of receipt of the documents or any official communication regarding the verification status. The only information I've received comes from the chat operators, who simply state that the account is "under verification," without providing any specific timeframes or detailed explanations.
The account is still accessible and not blocked, however, I find the complete lack of official communication after submitting the requested documentation and the prolonged wait without concrete updates unacceptable.
I request that the verification process be completed as quickly as possible and that my withdrawals be processed without further delay.
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear Ferddem,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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2 weeks ago
Dear Ferddem,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
