NetBet Casino Review

Show company details

Payment methods

Show all (11)

Withdrawal limits

Not Limited for GBP

Owner NetBet Enterprises Ltd

Established 2015

Estimated annual revenues

> $20,000,000

Licensing Authorities

United Kingdom (UKGC)

OverviewBonusesUser reviews171Safety Index explainedDiscussion1Payment methods11

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Case opened Current status

NetBet Casino Review

NetBet Casino underwent a careful review by our impartial team of casino evaluators, who have examined both its positive aspects and limitations in accordance with our casino review process. Thoroughly inspecting the casino's Terms and Conditions, licenses, complaints from existing players, customer support, limits, and various other significant factors, our reviewers have found out whether this is a safe and legit casino, a clear-cut scam, or falling within a spectrum of possibilities in between.

The casino's Safety Index, derived from these findings, provides a score reflecting online casino's safety and fairness. A higher Safety Index generally correlates with a higher likelihood of a positive gameplay experience and hassle-free withdrawals. NetBet Casino has a Below average Safety Index of 5.0, which makes it a less than ideal option for most players in terms of fairness and safety. Keep reading our NetBet Casino review to learn more about this casino and decide whether it is a good choice for you.

Safety Index of NetBet Casino – Is it fair and safe?

To calculate a casino's Safety Index, we use a complex formula that takes into account a plethora of information we have collected and evaluated in our review. That entails the casino's Terms and Conditions, complaints from players, estimated revenues, blacklists, and many others.

In our NetBet Casino review, we extensively examined and analyzed the Terms and Conditions of NetBet Casino. We noticed some rules or clauses, which were unfair, thus, we consider the T&Cs to be somewhat unfair. Unfair or predatory rules could potentially be leveraged to deny the players their rightful winnings. Thus, taking our findings into account, if you do decide to play at this casino, we urge you to proceed with caution .

Based upon our estimates and collected information, we consider NetBet Casino a medium-sized online casino. Considering its size, this casino has a high sum of disputed winnings in complaints from players. We consider the casino's size and player complaints in relation to each other, as bigger casinos tend to receive more complaints due to their higher number of players.

We did not find NetBet Casino on any relevant casino blacklists. The inclusion of a casino in blacklists, such as our Casino Guru blacklist, could suggest misconduct against customers. It's advisable for players to factor this in when making their casino choices.

All in all, when combined with other factors that come into play in our review, NetBet Casino has landed a Below average Safety Index of 5.0. In our expert opinion, this is not a good choice for those who look for an online casino that prioritizes fair treatment and safety of its customers.

NetBet Casino T&Cs

Every time we review an online casino, we go through the Terms and Conditions of each casino in detail and examine how fair they are. In T&Cs of many of them, we uncover clauses and rules which we consider unfair or outright predatory, as they give the casino the possibility to justify not paying out winnings to players in certain situations.

We found some questionable rules or clauses during our review, because of which we consider the Terms and Conditions of NetBet Casino to be somewhat unfair.

Note: For further detail on our findings regarding the T&Cs review click here.

Player complaints related to NetBet Casino

Our casino review methodology relies heavily on player complaints, seeing as they give us valuable information about the issues experienced by players and the casinos' way of resolving them. When determining the casino's Safety Index, we consider all complaints received through our Complaint Resolution Center, as well as the complaints submitted through other websites and channels.

We currently have 20 complaints about this casino in our database. Because of these complaints, we've given this casino 24,369 black points in total. You can find more information about all of the complaints and black points in the 'Safety Index explained' part of this review.

User feedback and assessment of NetBet Casino

Casino Guru, provides a platform for users to rate online casinos and express their opinions, feedback, and user experience. Relying on the collected data, we compute an overall user satisfaction score that varies from Terrible to Excellent.

NetBet Casino has a Mixed User feedback score based on the 171 user reviews in our database. The reviews submitted by users are available in the 'User reviews' segment of this page.

Note: User reviews may not accurately reflect the casino's quality since some casinos may try to generate fake reviews to boost their user feedback rating, and dissatisfied players may also submit negative reviews to harm the casino's reputation. Although we make every effort to filter them out and calculate an impartial user feedback score, we do not include user reviews in our Safety Index calculation just to be sure.

NetBet Casino company information and licenses

NetBet Casino belongs to NetBet Enterprises Ltd and has estimated yearly revenues over $20,000,000. This establishes it as a medium-sized online casino within the bounds of our categorization.

NetBet Casino has a gambling license in United Kingdom. Their license was granted by United Kingdom Gambling Commission.

About payment methods and win and withdrawal limits

NetBet Casino accepts 11 payment options. This includes: PaySafeCard, Payz (ecoPayz) , Mastercard, VISA, PayPal, Trustly, Boku, Google Pay, CashtoCode, ApplePay, Yaspa.

Winnings and withdrawals are typically regulated by limits set by the casino. In many instances, the limits are high enough to not impact the majority of players. However, certain casinos impose win or withdrawal restrictions that may be quite limiting. That's why we always examine these aspects in our casino reviews. The information regarding the casino's win and withdrawal limits is displayed in the table below.

Withdrawal limits	Win limits
Unlimited	No win limit

Note: Certain payment methods available to players may not be available for making both deposits and withdrawals. Also, some methods may only be available in selected countries.

Languages and customer support options

Members of our casino review team collect information about customer support and available languages when reviewing online casinos. The table below contains information about the languages at NetBet Casino.

Language	Website	Customer support	Live chat
English

Members of our casino review team contacted the casino's representatives to learn how helpful, professional, and quick their responses are. Since customer support can assist you with problems related to registration process at NetBet Casino, account problems, withdrawals, or other issues, it holds significant value for us. We would say NetBet Casino has a good customer support based on the responses we have received during our testing.

Slots and casino games at NetBet Casino

You can play these types of games at NetBet Casino: Slots, Roulette, Blackjack, Betting, Video poker, Bingo, Baccarat, Jackpot games, Live games, Poker, Craps and dice, Keno, Scratch cards, Other card games, eSports betting, Virtual sports, Other games, Crash games.

Titles supplied by 55 casino game providers are available. This includes NetEnt, Novomatic, Playtech, Play'n GO, IGT, Evolution Gaming, Pragmatic Play, Quickspin, Yggdrasil Gaming, Red Tiger Gaming, Big Time Gaming, Playson, iSoftBet, Nextgen Gaming, ELK Studios, Push Gaming, Eyecon, Wazdan, Lightning Box, Red Rake Gaming, Spinomenal, Leander Games, 1X2 Gaming, Booming Games, Tom Horn, Iron Dog Studio, Realistic Games, Betgames, Ainsworth, Inspired Gaming, Fantasma Games, Wizard games, Skillzzgaming, G Games, Spribe, Gamomat, Bragg Gaming, RAW iGaming, Foxium, SlotMill, Reel Play, Slot Factory, Synot Games, OctoPlay, Stakelogic, Skywind Group, Neko Games, Design Works Gaming (DWG), Games Global, Just For The Win, Gaming Realms, Light & Wonder, Spinberry, Hacksaw Gaming, Ruby Play.

NetBet Casino bonus offers and codes

Online casinos offer bonuses to new or existing players to give them an incentive to create an account and start playing. We currently have 1 bonus from NetBet Casino in our database, which you can find in the 'Bonuses' part of this review.

Note: Visit our separate page on NetBet Casino bonuses to learn more about this casino's offers.

Bonuses

No Deposit Bonus:

Not available

Deposit Bonus:

Not available

Payment methods

Show all (11)

Withdrawal limits

Not Limited for GBP

Games
Show all

Slots

Roulette

Blackjack

Betting

Video poker

Bingo

Baccarat

Jackpot games

Live games

Poker

Craps and dice

Keno

Scratch cards

eSports betting

Crash games

Language options

English website

English customer support

English live chat

Game providers
Show all (55)
Game providers (55)

CASINO SCREENSHOTS

Positives

Good selection of games
Casino has its own poker platform
Lottery is available
Various responsible gaming options available

Negatives

Live chat support is not available 24/7
Skrill and Neteller depositors cannot claim welcome bonus
Withdrawal fees

Interesting facts

Local version of popular international casino
The company focuses on both casino and sports betting

Author & Guarantor: Katarina Duboak Last updated: 16 Apr 2024 Anything incorrect or missing? Let me know

NetBet Casino bonuses

Browse all bonuses offered by NetBet Casino, including their no deposit bonus offers and first deposit welcome bonuses.

Casino Guru

We want players to understand gambling.

User reviews of NetBet Casino

This is a place to share experience with NetBet Casino. Read what other players wrote about it or write your own review and let everyone know about its positive and negative qualities based on your personal experience.

User feedback:

Mixed

Rated by 171 users

Very positivePositiveNeutralNegativeVery negative

Do you have any experience with this casino?

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Casino Guru

We want players to understand gambling.

I-see-you

Novice

Greece

• 4 months ago

They reply to emails with automated messages, they are completely unacceptable, I have deposited so much money and they don't bother to reply normally. The tempo in the spins of the slots is disappointing, it doesn't look like what we know at all. Only deposits in the last few months that I've been playing, I've forgotten when I made a withdrawal from the particular casino.

Cryslerr

Advanced Novice

Finland

• 4 months ago

Again one of the worst casino experiences I have had, everything takes too long and promised 2 week time stamp have to over 3 weeks

Good variation of games
Cool looking site
Good licensor

Bad support
Everything takes too long
Also they are lying about every thing

zeugirdorramo1012

Apprentice

Mexico

• 5 months ago

Be very careful, Netbet puts misleading bonuses here I leave you a screenshot where it says that the minimum deposit is 20 pesos when in the T&C it says that it should be 400 pesos and that is a deception, a trusting one makes the deposit and you want to claim the bonus and they tell you that it is 400 pesos and that those twenty are 20 euros and why do I want in euros if I am playing in Mexico not in Europe they are very bad and they did not fix my problem or give me the bonus

Nothing
Nada

Deceptive bonus
Bono engañosos
Terrible customer service
Servicio al cliente pésimo
tricked games
Juegos truqueados

Peter14

Senior Apprentice

Germany

• 9 months ago

Actually, I thought it was a great casino. Today I felt like playing and deposited 50 euros, without a bonus. At 48 euros I got a message saying that I had reached my betting limit of 40 euros, which I never set and didn't want to. I still have a deposit limit of 950 euros. Now I have asked for my money back and canceled the account because no one has contacted me via email.

A large selection of slots, but if you have problems with slots in the evening, there is no one to contact.
Eine grosse Auswahl an Slots,aber nicht mehrHat man Abends Probleme mit Slots ist kein Ansprechpartner da.

No 24/7 chat, some slots hit or miss. They take money but don't want to talk to anyone.
Kein 24/7 Chat,manche Slot haken oder springen.Sie nehmen Geld wollen aber mit keinem sprechen.

Dude30

Apprentice

Austria

• 9 months ago

I have already explained this in the complaint and I will certainly not let these casinos cheat me out of my winnings.
In any case, I can only warn you about the casino.

I thought everything was positive until the casino decided not to let me risk my bonus winnings without a solid reason.
Ich fand eig alles positiv bis das casino entschied mich meine Bonusgewinne nicht wagern zu lassen ohne einen haltbaren Grund.

It was described in my complaint. I have never experienced anything like this before in a casino where they don't let you risk the bonus winnings of 350 euros on the grounds that you have taken bonuses too often, and I have deposited about 5 times within 2 years Usually 10 euros are deposited without a bonus. My winnings were earned with my real money. However, they don't allow me to gamble my winnings because I was at 350 euros, which probably doesn't suit them.
Wurde in der beschwerde von mir beschrieben.Sowas ist mir noch in keinen Casino vorgekommen das man einen die Bonusgewinne von 350 euro nicht wagern lässt mit der Begründung man hätte zu oft Bonusse genommen, dabei hab ich ca 5 mal eingezahlt in abstand von 2 jahren und meistens 10 euro ohne bonus eingezahlt. Meine Gewinne wurden mit meinen Echtgeld erspielt. dennoch erlauben sie mir nicht meine gewinne zu wagern da ich auf 350 euro war was ihnen wohl nicht passt.

Jamethai888

Adept

Finland

• 10 months ago

I play here couple month and few win and quick withdrawal. Now suddenly everything change, kast withdrawal they ask me more documents and change it bank transfer and say it takes 3 + 8 days to proceed. Before trustly, few minutes.
I also make deposit limit to my account and after this poor withdrawal service i wanna change it lower. But cannot change, they remove whole option away from casino.
So have to wait this slow withdrawal and then totally closed my account.

Before everything works fine..

No responsibility player tools
Very slow withdrawal
Poor support never available
Ridiculous loyalty program

dedoreen612

Novice

Germany

• 10 months ago

I had my player account closed because customer service didn't respond to the problem and wasn't interested in suggestions.
As in every online casino, there is the "24 hour game break" button.
The casinos I know always have the button at the top of the picture (page), at NetBet it is right under the game.
It has happened to me several times that I wanted to press the bet button in the game, but unfortunately I missed something and hit the lock button.
I can't imagine that I'm the only one this has ever happened to?!?
The fact that I couldn't play for 24 hours doesn't bother me anymore.
But what's not possible is that my complete bonuses (birthday bonuses, gift stockings, everything... even offers are blocked!!!
I contacted customer service about this to find out what was going on and they said I was blocked from offers and bonuses. Whaaaaaaass
When I wanted to point out this 24-hour lock button again and see if it wouldn't be possible to move it up like it is on other online casinos, there was no response.
The first time I unintentionally pressed this stupid button, I already pointed it out to customer service.
The second time all bonuses and offers were blocked.
KD contacted me again, complained and asked for a solution/clarification of the problem, I wanted my bonuses back or at least a small compensation.
But no.
When I closed my player account on NB, the KD asked me why.
And again I complained and asked for a suggestion to move the button.
The account was immediately closed by NB and an answer to my problem was skillfully ignored.

Nice offers
Nette Angebote
Payout was pretty quick
Auszahlung ging recht schnell

A lot of money invested, but unfortunately only won once (€250)
Viel Geld investiert, aber leider nur 1x gewonnen (250 €)
Customer is NOT king here!!!
Kunde ist hier KEIN König!!!
Customer service does not address problems
Kundendienst geht auf Probleme nicht ein
There is a self-exclusion button under the game, which can easily be pressed involuntarily
selbstausschluss-Button ist unter dem Spiel, die man evtl. leicht unfreiwillig betätigt
all bonuses blocked
alle boni gesperrt

ramonaseverin17

Novice

Germany

• 11 months ago

Unfortunately, the casino deteriorated after it had the licenses for the casino. There are only a few slots left and the shop to exchange for Netbet points is no longer there... What a shame!!!!

Found the casino better before
Fand das Casino vorher besser
Fast payout
Schnelle Auszahlung
Nice chat people
Nette Chat Leute

A little difficult with verification
Etwas schwierig mit der Verifizierung

Mag7

Senior Apprentice

Finland

• 1 year ago

Bad experience. You wait an answer for a complaint many months and still not a single answer. I think there wont be any answers coming. Worst complaint handling I have seen so far. Support dont help at all. Based on my experience about how they treat people, I wouldnt use the site.

Complaints dont get resolved
Extremely slow support

Sara-334455

Novice

Canada

• 1 year ago

It's an interesting casino with a pretty good website design. I've had experience playing there, and I can't say that there's anything special about it, like most online casinos. A good variety of games and providers. I didn't like the verification process, which takes too long and requires some additional documents. The support service works well, but I didn't notice that they are interested in helping players with their problems. Even though I didn't win much here, I'm not sure I'll come back here again.

good design
many games and providers
all is okay with rtp

long verification
not friendly customer service

Ferddii123

Novice

Austria

• 1 year ago

I can't understand the negative comments at netbet, it's logical that you sometimes win and sometimes lose, after all, you don't play to become a millionaire, but to have fun. And they are really fast when it comes to paying out you win, go to pay out and the money is in your account on the same day...

GerdBR

Visitor

Ireland

• 2 years ago

Cashouts are really fast. I've lost and I've won. Their customer service is top notch.

KingOfJungle

Novice

Germany

• 2 years ago

The only really the only ones so far who keep their promises !!!! Payout no matter whether account or to my wallet, since verification never longer than 5 hours, only one star deduction because the celebrities are very confusing and there is no longer an automatic (which is due to the German bets) everything else is absolutely good, game selection top

Game selection, always all new ones from mane-like manufacturers
Spielauswahl , immer alle neuen dabei von mähnenhaften Herstellern
Fairness, if it says payout within hours, then that's the case even if I won something with a bonus
Fairness , wenn gesagt wird Auszahlung innerhalb Stunden , dann ist das so auch wenn ich mit Bonus was gewonnen hab
Really fast payment even with bank transfer within hours
Wirklich schnelle Auszahlung auch bei Banküberweisung innerhalb stunden
No spam from other partners or the like
Kein Spam von anderen partnern oder ähnliches

Bonus a bit confusing
Bonus etwas unübersichtlich
Rare High Deposit Bonus
Selten Hohe Einzahlungsbonus

mikel70

Advanced Novice

Italy

• 2 years ago

good assortment of slots, easy and accessible casino, sufficient assistance but what precipitates my judgment on netbet casino are the biblical times for withdrawals. The player plays to win and if he has to wait seven days to collect even small amounts, surely, among the wide choice available, he prefers to play on organized sites to pay winnings in a maximum of 48 hours. IF they hand delivered the winnings it would take less time ....

good assortment of slots
buon assortimento slot

withdrawals with very long times, days and days of waiting .. seven working days for credits on credit cards
prelievi con tempi lunghissimi, giorni e giorni di attesa.. sette giorni lavorativi per accrediti su carte di credito

Druffer

Unregistered user

United Kingdom

• 2 years ago

Payout times atrocious. Sent documents been accepted and pending Withdrawl for 48 hrs

None they take too long to verify and pay you out

Payout times are too long should be instant this day and age

Anonymized458

Adept

Germany

• 2 years ago

Nice casino, unfortunately the 5 second rule and the waiting time after an hour, but extensive slot machine collection. A payout works quickly and easily here. Otherwise a very nice casino with the small restrictions at the beginning of my remarks.

Clear and fair conditions for the player
Klare und faire Bedingungen für den Spieler
Problem-free process and payout
Problemloser Ablauf und Auszahlung

5 seconds and hour rule
5Sekunden und Stundenregel

Safety Index of NetBet Casino explained

Take a look at the explanation of factors that we consider when calculating the Safety Index rating of NetBet Casino. The Safety Index is the main metric we use to describe the trustworthiness, fairness, and quality of all online casinos in our database.

Safety Index:Below average5.0/10

Medium-sized casino, based on our research and estimates

We consider the casino's T&Cs to be somewhat unfair

Not found on any relevant casino blacklist

High value of withheld winnings in player complaints in relation to the casino's size

We also considered other factors, which had a neutral impact on the casino's Safety Index

The Safety Index of this casino was calculated based on our research and data collected by our casino review team. Learn more about casino review methodology

Has this casino done something unfair to you?

Submit a complaint

Unfair terms and conditions

This casino forbids certain betting patterns or strategies (even when playing without a bonus), but we have not witnessed this rule being used against players yet.

Complaints about NetBet Casino and related casinos (44)

44All1Opened11Not solved9Solved23Rejected

Complaints directly about NetBet Casino

Waiting for player to reply

6d 18h 16m 58s

Disputed amount: €1,483

Player's withdrawal is delayed.

The player from Italy deposited €1040 into their casino account and, after playing the funds, requested a withdrawal. However, three weeks later, they face delays in processing their request despite having submitted the required documents.

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Submitted: 25 Oct 2024

Case closed

Disputed amount: €1,770

Player's account has been closed after withdrawal request.

The player from Austria had an account with the casino for four years, consistently depositing from her Austrian bank account. However, after winning 1,770 euros and attempting to withdraw, the casino erroneously claimed she needed to provide a bank statement from a German account, which led to the unexpected locking of her account and withholding of her payout. The issue was resolved after the casino paid out her winnings following the player's communication with the Complaints Team. The case was marked as 'resolved' by the team.

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Submitted: 05 Sep 2024

No reaction, good regulator

Black points: 104

Disputed amount: €538

Player's winnings have been confiscated.

The player from Greece forfeited a 50-euro bonus at NetBet Casino, which led to the disappearance of his winnings amounting to 538 euros. Despite having contacted customer service to resolve the issue, the money was lost, prompting him to deactivate his account. The Complaints Team attempted to engage with the casino for resolution but received no response, leading to the complaint being marked as 'unresolved'. The player was advised to contact the Gaming Supervision and Control Committee for further assistance.

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Submitted: 19 Aug 2024

No reaction, passive regulator

Black points: 100

Disputed amount: Mex$1,000

Player's deposit is missing.

The player from Mexico deposited money that did not appear in her account, and casino support stopped responding to her requests. After multiple attempts to resolve the issue, the Complaints Team was unable to obtain a response from the casino. Consequently, the complaint was marked as 'unresolved', and the player was advised to contact the Dirección General de Juegos y Sorteos for further assistance. The situation remained open for future intervention if the casino responded.

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Submitted: 29 Jul 2024

Case closed

Disputed amount: Mex$500

Player’s deposit has not been credited.

The player from Mexico made a deposit of 500 MXN via SPEI to an online casino on July 27. The funds were neither credited to his casino account nor returned to his bank account, and he had not received a response due to an unavailable chat service. The Complaints Team had attempted to assist by advising him to contact his payment provider for further investigation. However, due to his lack of response to the team's inquiries, the complaint could not be pursued and was rejected. Eventually, the player informed the team that the issue had been resolved, and the complaint was marked as 'resolved' in the system.

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Submitted: 28 Jul 2024

Case closed

Disputed amount: 7,400 R$

Player’s withdrawal has been delayed.

The player from Brazil had experienced difficulties withdrawing funds from her account as the transaction was persistently marked as pending. After the player had communicated her issue, we had inquired about her KYC verification status, past withdrawal history, bonus usage, and the timing of her withdrawal request. The issue had been successfully resolved when the player confirmed that the payment had been made. The complaint was then marked as 'resolved' in our system.

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Submitted: 07 Mar 2024

Player stopped responding

Disputed amount: €100

Player’s quick withdrawal is delayed.

The player from Finland was experiencing a delay in withdrawal even though the casino website had promised quick transfers. It had been 63 hours and he had not received any information about his withdrawal. We had advised the player that withdrawal processing could take up to 14 days and might be delayed due to unfinished KYC verification or a high volume of withdrawal requests. We had extended the complaint's timer by 7 days for the player to respond, but due to a lack of response, we were unable to investigate further and had to reject the complaint.

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Submitted: 07 Mar 2024

Player stopped responding

Disputed amount: Mex$9,000

Player's withdrawal disappeared from the account.

The player from Mexico had requested a withdrawal of 9,000 pesos, but had experienced issues. Despite having been verified and told no further steps were necessary, the amount had disappeared from the account. He had been told by the casino that his bank had rejected the deposit, but upon contacting his bank, they had assured him there was no issue on their end. The player had been advised to wait for 14 days for the withdrawal process to be completed. However, due to lack of further communication from the player, we had to reject the case. The investigation was unable to proceed and no resolution could have been provided.

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Submitted: 17 Feb 2024

Case closed

Disputed amount: £250

Player is experiencing difficulties with her withdrawal.

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.

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Submitted: 12 Feb 2024

Against fair gambling

Black points: 95

Disputed amount: €350

Player is unable to wager bonus winnings.

The player from Austria was unable to wager their bonus winnings. The casino claimed this was due to the player using bonuses too frequently. The player usually deposited 10€ every few months and believed the casino was trying to cheat them. After a thorough investigation, we found the casino's decision to be unfair, but they maintained their stance. As a result, the complaint was closed as Unresolved - Against fair gambling. We suggested the player contact eCOGRA and the Malta Gaming Authority for further assistance.

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Submitted: 27 Jan 2024

Player stopped responding

Disputed amount: $1,800

Player faces verification and withdrawal issues.

The player from Bolivia is facing difficulties in account verification and is unable to withdraw $1800 in winnings, with no response from customer service.

Submitted: 30 Nov 2023

Player stopped responding

Disputed amount: €511

Player believes that their withdrawal has been delayed.

The player from Greece had requested a withdrawal less than two weeks prior to submitting this complaint. His money hadn't been received yet. He reported that his withdrawal was still pending and he had not received any confirmation email from the casino. He also mentioned that the casino had not responded to his emails. We advised him to be patient and wait for at least 14 days after requesting the withdrawal. However, the player did not respond to our follow-up messages, thus we were unable to investigate further and had to reject the complaint.

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Submitted: 03 Nov 2023

Insufficient evidence from casino

Black points: 1371

Disputed amount: €2,154

Player’s account was closed.

The player from Italy had made a withdrawal request after a win, but a week later, the casino had claimed that proper documents were not submitted and had closed the player's account. Despite having contacted customer support, no sufficient explanation had been provided. The player had stated that he had submitted all requested documents, which had been approved, and his account had been active for almost two years. We had attempted to mediate by inviting a casino representative to the conversation and asking for clarification on why the player's account was blocked. The casino had responded by stating that they were dealing with gaming activities contrary to the ADM guidelines and their own T&Cs, hence, some accounts were suspended. However, the casino did not provide further evidence or clarification. Despite several follow-ups, the casino had failed to respond, leading to the complaint being marked as 'unresolved'. We had advised the player to contact the Gaming Authority for further assistance.

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Submitted: 31 Oct 2023

No reaction, good regulator

Black points: 89

Disputed amount: 900 R$

Player's account is banned with pending withdrawals.

The player from Brazil had found her account banned without notice at the online casino, despite having a pending withdrawal request and not having violated any rules. She had passed the KYC verification and had previously made a successful withdrawal. The player, who had played Slots games and accumulated her winnings without an active bonus, had sought a resolution and return of her funds. We had contacted the casino for clarification and evidence, but received no response. Consequently, we had to close the complaint as 'unresolved', which negatively affected the casino's rating. We had recommended the player to contact the Malta Gaming Authority for further assistance.

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Submitted: 18 Oct 2023

Player stopped responding

Disputed amount: €300

Player believes that their withdrawal has been delayed.

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.

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Submitted: 08 Sep 2023

No reaction, good regulator

Black points: 60

Disputed amount: 260 R$

Player’s account has been closed during withdrawal process.

The player from Brazil had made a withdrawal request but when its processing was delayed, his account was subsequently banned, affecting his withdrawal of 260 reais. The player had completed all necessary account verification and had no active bonuses when he accumulated his winnings. Despite our team's multiple attempts to contact the casino and resolve the issue, the casino did not respond. As a result, we were forced to close the complaint as 'unresolved', which negatively affected the casino's rating. We had advised the player to contact the Malta Gaming Authority for further assistance.

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Submitted: 28 Aug 2023

Player stopped responding

Disputed amount: £50

Player’s withdrawal has been delayed.

The player from the UK requested a withdrawal less than two weeks prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.

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Submitted: 06 May 2023

Player stopped responding

Disputed amount: €200

Player complains that she didn’t win anything.

The player from Germany is dissatisfied with the casino’s RTP (Return to Player). We rejected the complaint because the player didn't respond to our messages and questions.

Submitted: 07 Nov 2022

Player stopped responding

Disputed amount: €550

Player's winnings haven't been credited.

The player from Italy claims his winnings from a tournament haven't been credited. We rejected the complaint because the player didn't respond to our messages and questions.

Submitted: 23 Jan 2022

Justified complaint

Black points: 5074

Disputed amount: €5,600

Player's account has been blocked.

The player from Austria tried to withdraw his winnings, but the casino accused him of playing from a restricted country. The casino team confirmed the reason why they confiscated the winnings and blocked the player, however, since the player managed to register, deposit, withdraw and even verify his identity without ever being notified about the restriction, we consider their approach in this case as insufficient. Therefore, the case was closed as 'unresolved'.

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Submitted: 27 Dec 2021

Player stopped responding

Disputed amount: €25

Player has experienced a technical glitch.

The player from Italy has experienced a technical glitch while playing specific slot machine. We rejected the complaint because the player didn't respond to our messages and questions.

Submitted: 17 Dec 2021

Unjustified complaint

Disputed amount: €1,000

Player’s attempts to self-exclude himself have been overlooked.

The player from Germany has been trying to close the account due to a gambling problem. Unfortunately, all the enquiries were ignored. After a closer examination, we ended up rejecting this complaint as unjustified.

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Submitted: 27 Oct 2021

Player stopped responding

Disputed amount: 200 R$

Player’s requesting a refund.

The player from Brazil had their account blocked and was experiencing difficulties withdrawing deposited funds. A few days after the player submitted the complaint, the casino representtaive informed us that the issue had been resolved from their side. Even though we assumed that this issue had been resolved, without a confirmation from the player, we were forced to reject this complaint.

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Submitted: 30 Jun 2021

Player stopped responding

Disputed amount: €100

Player’s winnings from Free Spins haven’t been rewarded.

The player from Germany has accumulated winnings from Free Spins. Unfortunately, prize money disappeared. We rejected the complaint because the player didn't respond to our messages and questions.

Submitted: 13 May 2021

Player stopped responding

Disputed amount: 114 R$

Player has experienced a technical glitch.

The player from Brazil has experienced technical issues while playing. We rejected the complaint because the player didn't respond to our messages and questions.

Submitted: 16 Feb 2021

Case closed

Disputed amount: $6,000

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

The player from Iceland was complaining about the lengthy verification process. Shortly after the complaint was submitted, the disputed amount was paid to the player and the case is resolved.

Submitted: 21 Dec 2020

Unjustified complaint

Disputed amount: €150

Player complains that he didn’t receive Deposit bonus.

The player from Italy is highly dissatisfied with a promotional offer and overall casino experience. After a closer examination, we ended up rejecting this complaint as unjustified.

Submitted: 04 Nov 2020

Unjustified complaint

Disputed amount: ??

Player’s bonus privilege has been withdrawn.

The player from Greece had their bonus privilege revoked without prior notice. We’ve rejected this complaint as unjustified.

Submitted: 31 Oct 2020

Other

Disputed amount: €50

Player’s experiencing some problems with a bonus.

The player from Italy is complaining that he didn't receive a bonus without a deposit. He decided, he is no longer interested in playing in this casino, therefore we rejected the complaint.

Submitted: 29 Oct 2020

Case closed

Disputed amount: €15

Player is experiencing difficulties to activate bonus.

The player from Germany is struggling to cancel the existing free bonus and activate a new promotion. The issue was successfully resolved.

Submitted: 23 Sep 2020

Justified complaint

Black points: 351

Disputed amount: 2,400 lei

Player’s complaining about Loss limit.

The player’s complaining about the casino’s Loss limit system. The complaint was closed as "unresolved" as we could not find a common solution for both sides.

Submitted: 22 Aug 2020

Player stopped responding

Disputed amount: €400

Player’s withdrawal has been delayed.

The player from Germany has requested withdrawal a week ago. It has been pending since. We rejected the complaint because the player didn't respond to our messages and questions.

Submitted: 01 Aug 2020

Case closed

Disputed amount: €5,513

Player’s struggling to withdraw his winnings.

The player from Germany is experiencing difficulties to receive his winnings due to postponed deposit payment. The complaint got successfully resolved.

Submitted: 31 Jul 2020

Player stopped responding

Disputed amount: €220

Player’s having difficulties withdrawing his winnings.

The player from Greece is probably experiencing some problems with withdrawals. We rejected the complaint because the player didn't respond to our messages and questions.

Submitted: 23 Jul 2020

Unjustified complaint

Disputed amount: €5,000

Player’s complaining about a technical glitch.

The player from Austria is complaining that the slots aren’t working properly and she cannot withdraw her balance. It shows that she played out all of her money and there is nothing for investigation.

Submitted: 21 Jul 2020

Other

Disputed amount: €1,200

Player has been accused of opening multiple accounts.

The player from Germany has been accused of opening multiple accounts. The account has been closed and winnings confiscated.

Submitted: 24 Jun 2020

Player stopped responding

Disputed amount: Mex$4,000

Player’s withdrawal has been delayed.

The player from Mexico has requested a withdrawal. Unfortunately, it has been delayed due to ongoing account verification. We rejected the complaint because the player didn't respond to our messages and questions.

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Submitted: 11 Jun 2020

Case closed

Disputed amount: €7,200

Player’s withdrawal has been delayed.

The player from Germany has requested a withdrawal. Unfortunately, it has been delayed due to ongoing account verification. Player’s complaint has been resolved successfully.

Submitted: 11 Jun 2020

Player stopped responding

Disputed amount: €5,049.17

Player’s struggling to complete account verification.

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.

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Submitted: 16 May 2020

Player stopped responding

Disputed amount: Mex$1,200

Player’s criticizing complicated verification process.

The player from Mexico is questioning the number of documents which are required for KYC verification even if withdrawal is insignificant. We rejected the complaint because the player didn't respond to our messages and questions.

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Submitted: 19 Mar 2020