The player from the United Kingdom had faced issues with a withdrawal of £250 from the casino and had not received any updates. The player had submitted the withdrawal request on 5th February 2024 and it had been their first withdrawal. They had confirmed passing the KYC verification with a bank statement and stated that the winnings had been accumulated without a bonus. The player was initially informed that the withdrawal would take 24-48 hours. However, after interaction with the Complaints Team, the player reported that the casino had paid out. Hence, the issue had been successfully resolved.
NetBet Casino UK - Player is experiencing difficulties with her withdrawal.
Amount: £250
NetBet Casino UK
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Casino is not paying out the £250 withdrawal I requested and aren’t providing updates.
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2 months ago
Dear Geo2000,
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.
When exactly did you submit your withdrawal request?
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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,
Veronika
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2 months ago
When exactly did you submit your withdrawal request? 5th February 2024
Have you made any successful withdrawals before? No first one
Could you please confirm that you have passed the KYC verification? Provided bank statement
Have you accumulated your winnings with or without an active bonus? without bonus
thanks
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2 months ago
Thank you for the fast reply. 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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
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2 months ago
I appreciate that but I was informed it would take 24-48 hours from when it was submitted
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2 months ago
Dear Geo2000,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
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