NetBet Casino - Player’s struggling to withdraw her winnings due to ongoing verification.

Hello, I have started using Netbet casino, uploaded all the required documents 5days ago , and every day I contact customer service if my account has been finally verified I always get the same answer- please give us 24/48 hours. Yesterday I got lucky and won 5 thousand something USD on Reactoonz2, contacted them again as my withdrawal is still pending. I am getting worried as it is rather a decent amount of money and makes me wonder why it takes so very long to verify an account.

Dear Gita85,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly, and it might take a few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Have you been advised what exactly seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hi Petronela, and thank you for the prompt response. I have been contacting them every day and the answer is always the same- "i can see that you have uploaded the required documents, please allow our team 24-48 hours to review it. So when I contacted them 5days ago I had this answer and same yesterday. They never said anything was wrong with my documents- they are asking for a visa card, ID(passport I provided) and two bank statements with name and address on it. I have it all. And as my account is not verified my withdraw is still in "pending"status. So I am not sure what can be done about it.

also, in their terms and conditions they say that they need to do the verification process before allowing someone to deposit on the account. Well, I have had this account for like 2 years, made deposits in the value of over 1000$, I never had any problem making deposits- and then first time in two years I finally want to withdraw what I won they dont really seem to be willing to do it. Now it has been exactly one week since I ve been waiting for the verification itself- therefore my withdrawal is still pending..... unbelievable. I m not goig to let them take this 6000$ from me.

you can see here that the verification should have taken place before even letting me make a deposit.... so when they say it will take another 24 hours and then another 24 hours and another I am like hallo??? wasnt it supposed to happen 2 years ago??

Thank you very much, Gita85, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

thank you so much.

Hello Gita85!

From now on I'd like to try my best to help you with this issue. Let me invite NetBet Casino representatives into this discussion, so they can explain us the situation better.

Please note, that due to the Christmas holidays, the response from the casino may take some time.

perfect, thank you so much.

i will upload a few more pics that might help- so they are always offering me to deposit, and also i get the advertisement in Icelandic about free spins, and besides that i keep being promised that they will process the withdrawal and inform me via email but nothing happens

and besides i have spent hours on their site playing, and many times after winning even decent amount i would just cancel withdrawal because of getting tired of the waiting for them to proceed... i dont find it too fair- takes one moment to deposit and they allow me to gamble away the winnings but when i want to withdraw they make it seem forever probably hoping that one would decide to cancel it and play away the winning

hello again, so finally I received an email from netbet- so looks like my account has been verified finally. I hope it means that I will receive the money in 24-48 hours. will keep you updated.

Hello Gita85,

I am delighted to see a good news about your progress and hope that you will get your payment soon.

hello again, I just checked and my withdrawal is still pending but lets hope the best!

the agent, Amber said that I will get the money latest on Friday-so lets hope

just a status update. I just checked my netbet account and looks like the withdrawal request is not pending any longer. I contacted customer support and Amber confirmed that my account has been verified and that I should receive the money in 2-4 days. I will keep you updated.

Hello Gita85!

I am glad to hear that your payment was successfully received.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.