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.
NetBet Casino IT - Player’s account was closed.
Black points: 1,371
Amount: €2,154
NetBet Casino IT
Safety Index:Below averageInsufficient evidence from casino
UNRESOLVED
Case summary
I made a deposit of 30 euros and won 212 from the slots, then made a withdrawal. A week passed and I did not see the money in my account so I decided to log in. It then told me that my documents were not sent and that my account was closed. I contacted customer support to inquire about this since this was not true as I've had an active account for over a year and a half and had successfully made withdrawals before. They told me that they are conducting internal verifications, but where is my money?
Dear mattyvona89,
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. Did the casino ask for any specific documents? Have you already provided them all?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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
there are no communications via email they are still sending me promotions as if nothing had happened, I could go back to the chat but they are simply talking about internal checks that are not very clear
the casino did not ask for documents, those requested were provided and approved, my account had been up and running for almost two years in fact
Thank you very much, mattyvona89, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear mattyvona89,
I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a NetBet Casino IT representative to join this conversation and participate in resolving this complaint.
Dear NetBet Casino IT,
Could you please state why the player's account got blocked? Could you please provide us with the evidence?
Thank you in advance for providing the information.
Kind regards,
Stefan
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.
Dear MATTYVONSLOT,
Netbet.it is dealing with a very large situation of gaming activities contrary to the ADM guidelines as well as its own T&Cs and that for this reason the licensed has suspended some gaming accounts.
I would reassure you that our Customer Service will keep you updated on developments in this matter, at this stage no further documentation is required.
If you have any questions or need more information please contact our Customer Service.
Kind Regards,
Netbet.it
and I would have made plays against adm? at most I made them against you because I won, don't get random adm involved, kindly thank you since I'm the one who has to contact them in the case and not the other way around
Dear NetBet Casino,
Please keep us updated, I will extend the timer by seven days.
Thank you very much for providing the information in advance.
Kind regards,
Stefan
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.
Hello mattyvona89,
I am in contact with the casino outside of the complaint thread and they will give us a statement soonly.
Your patience is much appreciated.
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.
they don't care completely, take the stars away from these filthy people
Dear NetBet Casino,
I am extending the timer by the last seven days. If the casino fails to provide us with the evidence, the complaint will be closed as "unresolved" which might lower the casino's rating.
Thank you very much for your understanding.
Hello mattyvona89,
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.
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.
In the meantime, I recommend you contact the Gaming Authority, which the casino is regulated by, and submit a complaint to them. The Gaming Authority has more options and tools to help players.
Best regards,
Stefan, Casino.Guru
