The player from Germany has submitted a different home address when registering with the casino as he didn’t wish to receive any promotional mails. Now the player experiences difficulties verifying his account. We rejected the complaint because the player didn't respond to our messages and questions.
NetBet Casino - Player’s struggling to complete account verification.
Amount: €5,049.17
NetBet Casino
Safety Index:Below averageSafety Index
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5.0
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hello, my problem is that I have given the address of my girlfriend on my player account, since I am registered with my parents again and I live too! Since I didn't want mail from the casino to be sent to my address (because I live with my parents, as I said), because my parents generally loathe casinos and I didn't want them to know I was playing online! I have already sent my registration certificate from the city and all other documents that were requested by email! Now the staff insist on an explanation of why I gave my friend's address, even though I am registered at my parents' address! Which I've done in every email I've written every time! But every time the employees write as if they ignore all of this! They don't even say whether that's enough or not! Each time it just says "can you give us an explanation"? And every time I gave the same explanation that I gave you too! That I didn't want to receive any mail in the form of advertising etc. at my current address!
What should I do now? After all, it's about a lot of money!
I hope you can help me
Sincerely
Pavlo ***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
4 years ago
Dear Pavlo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:
"NetBet reserves the right to request proof of age and identity of a Player at any time, in order to prevent the access of the Websites by minors. Any Player who registers on the Websites must provide a valid form of identification, address, email address and telephone number."
"NetBet also reserves the right to ask you to provide proof of address (such as a utility bill, doctor's note, solicitor's letter or bank statement sent to your registered address and less than 6 months old)."
Please, understand that providing false or incorrect information when opening an account is forbidden. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
Best regards,
Petronela
Public
Public
4 years ago
Translation
Hello Petonela,
I still sent my registration certificate and everything to prove what my correct current address is!
Everything was fine, only they stood in the way to transfer the money to my checking account and wanted to pay it out again exactly as I deposited it, namely by Paysafe Card! I also read on the Internet that online casinos are actually not allowed to pay money back to the Paysafe Card because Paysafe itself does not pay out money!
Hopefully it was done because the attempt to withdraw my money on the Paysafe Card failed, but they want to transfer it to my checking account!
Edited
Automatic translation:
Public
Public
4 years ago
Dear Pavlo,
Do I understand it correctly that the casino approved your withdrawal to your checking account?
