NetBet Casino - Player’s complaining about Loss limit.

I activate a loss limit of 100 RON on 16.05/2020  at 01:22 start playing 12 hours later  and they let me loss 2500 Ron  till i got stopped ,  

there awnser to me is that i won before i had any limit active ,  and they calculte retroactive  ( there is no mention of that in terms )  

In there terms they state  the loss limits starts when is first activated ,  they also mention when it resets is from 0 ,   

from there saying  if you win 1 million and a week later you activate a 1 $ loss limit you need to lose 1 million and 1 $ to get stopped , unfair ....

because i lived in uk few years back  , they have refunded me 1100£ in a similar case , now i live in Romania they totaly change there approach ....  uk case https://www.askgamblers.com/casino-complaints/ignored-loss-limit

therese also dozens of cases about the probleme where player have been refunded .

i am discriminated because i live in Romania now .

please help as askgamblers dont want to deal with me as i live in Romania now , even if this is case is stronger then before . thank you 

Dear Andrei,

Thank you for submitting a complaint. I’m really sorry to hear about your problem. I’ve check the casino terms and how does the Loss limit works. This is a common procedure in many casino. However, their terms are not very clear regarding to how should it work so it can confuse some player. Our team will go through your complaint and we will get back to you as soon as we get a conclusion. I hope we will be able to assist you. Please let us know if there will be any update regarding this case.

Best regards,

Nick

Please note there are many cases about the loss limit problem on netbet , most of them they got refunded , i also got refunded few years back when i lived in Uk , the terms are the same , they just respond difrent to players based on there country , few years back that only deposits counts for lose limit and now there sistem calculates retroactive , thank you

Hello Mr Andrei,

We have reviewed your case and it has been explained to you how the limits function and any other issues you might have had on your account.

As the Romanian market is legislated under ONJN you have to address any complaints to them directly.

In this matter, I will kindly ask you to forward any complaint you might have to them.

Thank you,

Eduard

when i lived in uk i did not had to contact UKGC , why now i need to Contact ONJN ? they are corrupt so i cant deal with them , the rulles are the same does not matter what license you have in RO or in other Country , the terms are exactly the same , and you represent Netbet , here we dont discuss about what country Netbet reprezent or i live in .... so sort out this public not in Romania

nothign is writen in the terms from what i have been explained ? you invented stuff that is not written , responsible gamble is a serios thing , and NETBET Does act againts responsible gamble ....

Hello Mr Andrei,

Thank you for the follow-up and I would like to address only your complaint with our Casino.

As you are aware, you are making a complaint for the Romanian version of the website, which is reglemented by the ONJN and they are the only ones who can make a decision whether or not there was a fault in the system.

I can assure you that the limits worked exactly as expected, you haven't lost anything extra that you weren't eligible to lose and this has been explained to you thoroughly by our customer support department.

Thank you,

Eduard

I planned to lose only 100 Ron thats why i activated the lose limit , my intention was not to lose 2500 Ron , regardless that i won before i activate the loss limit , Netbet takes advantage of players , the terms states the loss limit starts when is first set , netbet calculate what happen 15 hours before i activate the loss limit , limit starts when is first activated ..... simple as that

ONJN never respond to a complaint or if they do will take them a year , why Netbet wants to take advantage of that also ?

Explaint to me why when i lived in Uk you refunded me for the same reason , back then the explanation was difrent

Why there are so many cases from difrent countrys about the loss limit , Netbet has refunded most of the players ,

Netbet does have a system problem or they do it intentionaly to take advantage , you admit that i only lost what i was ment to so it remains taken advantage

Netbet.ro Netbet.uk netbet.....

They all represent netbet regardless , you cannot say to me that you allow Netbet to scam people in Ro and the others are fine , the rulles on the page are the same

I cannot deal with Onjn as they dont respond and they dont help anyway

Dear Andrei,

After consulting with my colleagues we came to a conclusion. As it's not your first time you activated Loss Limit in the casino and experienced the same issue, we are sorry to inform you that we can't help you with your case. It would be a different case if it would happen for the first time, but as you already had the same issue in the past, you could have expected to be careful with setting Loss Limit. Please do not hesitate to contact us if you will experience some other issues with any other casino.

However, we would like to ask NetBet Casino if they could alter the explanation of their Loss Limit in their terms, as it may be not clear for players and could cause more troubles and complaints in the future.

Best regards,

Nick

The case is difrent , 2 years ago they stated to me that only money that i deposit counts as lose limit and never explained to me how they say it now ,

the loss limit is calculated retroactive , totaly difrent awnser , nothing to do with what happened before

There is a issue with responsible gamble , i am 100 % that they invent stuff depending on the case, in a live chat they admit the system calculate wrong and they are working to solve the problem , not that i did not understand , there reponses from the case was difrent , and they are public , i can get them up here , please be fair and act according to logic and fairness , lets make bad casinos bad and good ones good , i am an affiliate my self , i have an youtube gambling channel , i did signup with liveparners but never promoted them because as a players i allways had problems

I understand the need to work with them , but if 1000 casinos have the rulles clear and on all of them a loss limit starts from 0 does not count what happen before why you let netbet and give them credit on this tipe of cases , i saw another one with same explination in casino favor

So please.....

Dear Andrei,

Do you have any proof of your statement that the casino confirmed that it was the casino's system fault?

Best regards,

Nick

Hello Mr Andrei,

The explanation provided by the customer support team for the Romanian Casino for which you are complaining about, meets the exact same way that the limits work and it has been provided to you.

So in this case, I will advise again if you are not happy with the resolution, you must address ONJN, from our point of view this complaint is closed.

Thank you,

Eduard

The terms stated on netbet page are exacly the same in Ro or Uk

Your telling me that they work difrent ?

Or they work the same everywhere ?

If they work the same the explination is diferent depending on the case so ,@casino guru regardless of Netbet fallowing awnser is a difrent case as diferent explination was given or the terms stated are the same and they work diferently based on there country , nobody knows how they work

@Netbet , the case was closed from Netbet since i activated the loss limit , i did got the explination , but what was explained is not stated in the terms , wrong , rude , unfair , i would not open cases if was clear and fair , nobody open cases if they agree with the casino , they admit they have problemes , how it works is in Netbet favor , responsible gamble is a serios thing , did you at least searched on google ? netbet loss limit problemes , cases , complaints , there is a problem , no other casino have so many cases on responsible gamble , i will email also ukgc with all the cases open as you deserve to lose the license , is not about the money , i was lossing more monthly before you closed my account , and please stop refering to the country i live in as Netbet is the name of your casino

Hello Mr Andrei,

Responsible gambling is a very serious thing and we are treating it with the outmost importance.

We are not saying in any form what you are claiming and the fact that you are complaining about a version of our casino, then complaining about another one and mixing up information, doesn't mean that it changes anything in the way we treat responsible gambling issues.

So far I was kindly advising you on the steps you need to take, also the representative from Casino Guru has asked for some proof which you haven't provided and I want to point out again that the Romanian market is licensed by ONJN, so any dispute with the Romanian version of the Casino which you consider that it hasn't been treated properly, you must address it to them.

You have also brought into discussion the UKGC, that has nothing to do with the RO market and if you had a dispute which I understood has been resolved makes no additional form of proof for the market you are currently complaining.

Please read carefully our T&C and RG sections, make sure you completely understood how the limits work and what was your activity during those active limits and you will see that nothing is wrong.

Thank you,

Eduard

@CASINO Guru , i believe i do have , i am at work at the moment , i have a transcript or a print screen of that chat saying that , i need to looo for it as this happend few months back , i will post it here if i found it

@Netbet , It does not matter my case is nothing to do with ukgc , allot of players do , and i care for us players regardless where we are based , i m just doing a complaint there , that you take advantage of players with gambling problems , there trying to protect themselfs by setting up limits and netbet explain stuff as they want , on my case 3 years back Netbet promise a change so people will understand how it works , is 3 years nothing changed , people are still opening cases ...

Somebody needs to do something ...

The problem is world wise .... Netbet needs to pay for it

I did read all the terms , the term retroactive was not there , the term lose limit starts when is first set is there , i set a lose limit of 100 start playing 12 hours later and you let me lose 2500 instead of 100 , nothing mention that it counts if i won before i activate the loss limit

Hello,

@Casino Guru: I would appreciate if you would monitor these complaints and answers as the customer is making claims which he can't prove and is defaiming the image of the Casino, which as a mean of dealing with customer complaints should not be allowed.

Mr Andrei, the limit works in a very simple way, it deducts from the winnings how much you've lost, if the difference is smaller than the limit you've set, then you can still play, if it reached the limit you've set then you won't be able to play anymore. To be able to lose that amount, you've won more in your session and you are completely aware of this, as it has been properly explained by the CS team.

So if you had a limit of 100 and during your session you won 1000 and lost 999, it means that you've lost only 1 and you can still lose 99, this is the exact same way a loss limit works on every casino.

Best,

Eduard

I am onest , i did my work , everything i said is 100 % true

I activated the loss limit at 1 am , 100 ron

I start playing at 9 am , start of sesion ... i lost 2500 ron

How can it be all good ?

I do want to promote netbet , you can look i have an account with livepartners , not willing to defaim unless there scaming people or have unfair terms ,

I care for players thats all , be a great site and i will promote netbet

Dear Andrei,

As I mentioned before, if you once experienced the same issue in the same casino you should have been more aware of Loss Limit. I've requested proof from you in my previous response but we still haven't received it from you. Please send it to nikolas.b@casino.guru. If you can prove us that the casino explained the loss limit wrongly we can act, but for now the casino has done nothing wrong.

Best regards,

Nick

Dear Andrei,

We haven't receive any answer from you. Please note, if you will fail to repsonse within 7 days, your complaint will be rejected.

Best regards,

Nick

Hi , i did emailed you few days ago

Thank you for letting us know about it. We will now further investigate the proofs.

Best regards,

Nick

After further investigation of the case we came to a conclusion that the casino should pay out the loss of the player during first day. The loss limit should not allow to let the player lose more than 100 RON. However, the first day of the active loss limit the player has lost 2472.2 RON (from 8853.5 RON to 6381.3 RON). We have received the proof that the next day it worked well. As the term states that it should work from the activation and as it did not, we would find it fair from to casino to pay out the amount lost during the first day 2472.2-100 RON (because of the loss limit). The term on the site still may be a little confusing as there is a difference between Loss limit and Net Loss limit - would be great if it could be changed to make it more clear for some player.

Best regards,

Nick

Thank you

Hello,

@Casino Guru team, please send me in a private email the proofs/details the customer has sent, this will help in making a decision.

Thank you,

Eduard

I'll collect and send you all the received proof.

We have sent you the proof received from the player. The timer will be now set to 14 days, as the casino representative is unavailable for a few more days.

Best regards

We haven't receive any answer from the casino yet. Please note if you will fail to respond to us within the next 7 days, the complaint will be closed as "unresolved"

Hello,

@Nick: I've replied to you on the 28th of September, related to this complaint, please take a look.

Thank you,

Eduard

Hi , any decision yet ?

As for the casino not accepting the proof, there isn't anything we can do more for you in this case. All we can advice is to turn to local authorities or licence if you want to continue with your case. I'm really sorry we could not help you more with your case. Is there anything else we can do for you?

Cool , just close this as unresolved , as netbet wont accept your decision, at least more players will not play here. Thanks for beying in players side

After further investigation of the case we came to a conclusion that the casino should pay out the loss of the player during first.

The loss limit should not allow to let the player lose more than 100 RON. However, the first day of the active loss limit the player has lost 2472.2 RON (from 8853.5 RON to 6381.3 RON). We have received the proof that the next day it worked well. As the term states that it should work from the activation and as it did not, we would find it fair from to casino to pay out the amount lost during the first day 2472.2-100 RON (because of the loss limit). The term on the site still may be a little confusing as there is a difference between Loss limit and Net Loss limit - would be great if it could be changed to make it more clear for some player.

Best regard ,

We are now closing the complaint as "unresolved" as we could not find a common solution for this case, as the casino is not willing to pay out the player's first day loss. Both sides can reopen the complaint anytime. We are sorry that we could not help you more in this case. Do not hasitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru