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'.
NetBet Casino AT - Player's account has been blocked.
Black points: 5,074
Amount: €5,600
NetBet Casino AT
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.0
NetBet Casino AT has a Safety Index of 5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Justified complaint
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hi
I have paid in and out of NetBet for years with no problems.
On November 2nd, 2021 I wanted to pay out a large win of € 5600, and this was withdrawn on the grounds that it is illegal to play in my country. My account was also blocked.
To my complaint:
I don't think it's okay that I was able to deposit and withdraw money for years without any problems (even several thousand euros).
Even a week earlier, a withdrawal of around € 1500 was approved.
You can read everywhere that players from Austria are accepted (and are also advertised), even their own NetBetAT can be found and even after complete verification, Netbet is aware of where I come from, and especially with a very high profit they suddenly block and say that it is is illegal, although it hasn't been a problem for the past 5 years.
I have little hope of getting my money, but I would like to warn players from Austria to play at NetBet.
Automatic translation:
Public
Public
2 years ago
Dear plem77,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. First, I would like to emphasize that it is not acceptable to let players gamble if a casino knows that they are from a restricted country and then decide to confiscate the player's winnings. The whole article related to "Restricted Countries" can be found in our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries.
Do I understand correctly that the last withdrawal was processed just a week ago?
Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. I would especially like to see the message in which the casino informed you, that your balance won't be paid out because you have been playing from a restricted country.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
2 years ago
Thank you very much plem77 for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@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 soon.
Public
Public
2 years ago
Hello plem77.
Thank you very much for sharing your negative experience with the Casino Guru team. We are now going to reach the casino team.
Public
Public
2 years ago
Hello,
I am sorry to see that you had an unpleasant experience with our Casino, but as our T&C mention, we had to apply the rules in your case:
4.9 The Player may not apply for or create an account if the Player is applying for the account opening from a jurisdiction where the use of our offers is illegal. It is the Player's responsibility to ensure that this is the case. NetBet reserves the right to close the Player Account immediately if NetBet discovers that the Player Account was opened in a country where it is illegal to access our offers.
9.3 You are solely responsible for informing yourself about the laws in your jurisdiction regarding the use of our Offers.
13.19 NetBet may delay and/or block the processing of withdrawals if it is necessary to do so in order to implement measures that are necessary with regard to legislation on the prevention of money laundering and the prevention of fraud and other criminal activities.
This information has been passed over to you as well in an email, which started like this:
In the course of checking your account with us, we found out that you live in a country where it is illegal to access our offers. For this reason, we are obliged to close your account and refund your previous losses in full. In addition, any winnings made with us are void.
Thank you,
Eduard
Public
Public
2 years ago
Translation
Hi
-Why could I pay out small sums for years, and suddenly not when I got a large sum?
-If I paid less, wouldn't it have been a problem?
-Why was I successfully verified?
-Why are Austrians actively advertised?
Last year I received around 250 promotional SMS messages to my Austrian telephone number (+43), where I always received casino offers. (I can send you as proof)
You have known where I come from for the past 5 years and have let me play!
I think I'm not the only Austrian.
Automatic translation:
Public
Public
2 years ago
Dear NetBet Casino team.
Thank you very much for your cooperation. Please, could you specify, when you stopped accepting Austrian players? According to our database, you have clearly accepted Austrian players in the past.
Additionally, it is even nowadays possible to register and play as the Austrian player on your site (tested). In casino.guru we believe that if the player is allowed to register with valid information, deposit and play, you should not confiscate his funds just based on the reason mentioned above. Since in this case, plem77 played without a chance to win. Could you explain why not paying his balance and then block the account if he is no longer allowed to play?
Public
Public
2 years ago
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’.
Public
Public
2 years ago
Translation
My country is not listed in the terms and conditions.
9.2 By accessing the Services, you confirm that you are not located in a country where it is illegal to gamble on the Internet. NetBet specifically does not accept players from the following countries: Albania, American Samoa, Aruba, Australia, Bahamas, Barbados, Belgium, Bonaire, Botswana, British Antarctic Territory, Bulgaria, Cambodia, Canton and Enderbury Islands, Curaçao, Cyprus, Estonia, France, French Polynesia, French Guiana, French Southern Territories, Ghana, Greece, Guadeloupe, Guam, Hong Kong, Hungary, Iceland, Iran, Israel, Italy, Jamaica, Johnston Island, Latvia, Lithuania, Macau, Martinique, Mauritius, Mayotte, Mexico, Mongolia, Myanmar, Nicaragua, Nigeria, Netherlands Antilles, Northern Mariana Islands, New Caledonia, Philippines, Pacific Islands Trust Territory, Pakistan, Panama, Portugal, Puerto Rico, Réunion, Romania, Saba, St. Barthélemy, Singapore, Sint Eustatius , Sint Maarten (Duch Part), Saint Pierre and Miquelon, Saint Pierre and Miquelon. Thomas, Spain, Switzerland, Syria, Turkey, UK, United States of America, US Miscellaneous Pacific Islands, US Virgin Islands, US Minor Outlying Islands, Uganda, Wake Island, Wallis Futuna, Yemen and Zimbabwe. NetBet reserves the right to suspend a player's account if it is used to access a website from a country where gambling on the internet is illegal or listed in this section.
I also think it's fraud if you actively advertise in Austria.
Automatic translation:
Public
Public
2 years ago
Since we haven’t received a further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.
Dear plem77.
Be aware that the part you have sent does not apply to the whole casino, but only to Netent games provided by the casino. However, I can confirm that there is no mention restricting Austrian players in their T&Cs, it is even very easy to register, deposit and play as the Austrian player. Summing up all the facts mentioned in this complaint, we consider it as fully justified.
Another option is to file an official complaint at ADR and/or licensing authority of the casino, and I highly recommend you to do so. I will gladly help you with it, just contact me at my email address below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
