The player from Greece had requested a withdrawal less than two weeks before submitting this complaint. His money had not been received yet. The player had communicated with the Complaints Team about the delay in his withdrawal, stating that he hadn't received his funds even after 20 days. Despite making another withdrawal which was processed successfully, his initial withdrawal of €300 was still pending. The player had confirmed that he had completed all necessary KYC verifications and that his winnings were not associated with any deposit bonuses. The Complaints Team had extended the complaint resolution period twice to allow the player to confirm if the issue was resolved. However, due to a lack of confirmation from the player, the complaint was eventually rejected.
NetBet Casino - Player believes that their withdrawal has been delayed.
Amount: €300
NetBet Casino
Safety Index:Below averagePlayer stopped responding
REJECTED
Case summary
I made a withdrawal of 300 euros on September 2nd. From the very beginning, this withdrawal was not listed as pending. I have contacted them about a hundred times, informed them about the issue and they keep telling me to wait because their finance department has not responded yet! I have an authenticated account with Netbet for 4 years and have made thousands of withdrawals. It's truly impossible to get a straight answer from them! It's been 7 days and I have yet to receive an update.
Dear Thodwris16v,
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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Dear Thodwris16v,
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.
20 days later and I still haven't received my withdrawal, nor any response, I keep being told that it is being processed
I have also made a withdrawal that was credited to me normally since then, but the one of 300 as of 3/9 has not been credited to me!!!! The worst thing is that I keep sending emails and I don't get any response even though they are processing it.
Do I understand correctly that you made another withdrawal and you received it already?
Could you please confirm that you passed the KYC verification?
Have you accumulated your winnings of 300€ with or without an active bonus? Has this withdrawal been approved or is it still shown as pending in your account?
It was credited to me just yesterday, yes I have gone through everything from verification! And there were no deposit bonuses
Could you please specify which withdrawal was credited to you yesterday? Is it the one this complaint is about? Please let me know if we may consider your complaint resolved.
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