NetBet Casino IT - El retiro del jugador se retrasa.

After depositing €1040 into my account through 4 different deposits, playing all the money on slots, and also using and losing the bonus on the initial slot deposits quickly, I went to withdraw the remaining balance from the account. At that point, I was asked to provide some documents, which I sent, but three weeks later, I am still only receiving delays and haven’t been able to withdraw my money.

Dopo aver depositato 1040€ nel conto, in 4 depositi differenti, aver giocato tutti i soldi sulle slot, aver slottato anche il bonus sui primi depositi slot ma perdendolo tutto nelle prime giocate, sono andata a prelevare il saldo residuo sul conto. Al chè mi sono stati richiesti dei documenti da me inoltrati, ma a distanza di tre settimane ancora ricevo solo posticipazioni, senza poter prelevare i miei soldi.

Hello fedebella,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NetBet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The case has been open since 09/27, almost a month, the date on which I sent all the requested documents (selfie with the document, bill, bank statement and photo of the card used to deposit); in the following days I contacted support to understand the verification times: in the first days they gave a time frame of 72 hours, but after that they started saying that it was not possible to have a time frame, not even an indicative one. I wrote the last email on 10/25 but they continued to give vague answers, emphasizing that it is not possible to have a time frame.

Il caso è aperto dal 27/09, quasi da un mese, data in cui ho inviato tutti i documenti richiesti (selfie con il documento, bolletta, estratto conto bancario e foto della carta utilizzata per depositare); nei giorni successivi ho contattato l'assistenza per capire i tempi di verifica: nei primi giorni davano una tempistica di 72h, ma dopo hanno iniziato a dire che non si poteva avere una tempistica, nemmeno indicativa. Ho scritto l'ultima email nella giornata del 25/10 ma hanno continuato a dare risposte vaghe, rimarcando che non si può avere una tempistica.

Hello fedebella,

Please forward any kind of communication between you and the casino regarding this matter to nikolas.b@casino.guru for further review.

Will be awaiting your e-mail.

Regards,

Nick

I have sent the requested documents to the email that was provided to me, thank you

Ho inviato i documenti richiesti alla mail che mi è stata faornita, grazie

Hello fedebella,

Can you please clarify from which e-mail did you forward it to as I could not locate any mails from you so far.

Thanks in advance for the clarification.

Regards,

Nick

I sent to the following email:

I'm reattaching the documents maybe to speed up the operation

ho inviato alla seguente mail: nikolas.b@casino.guru

riallego i documenti magari per velocizzare l'operazione

Hello Fedebella,

Unfortunately, this is the only email address we use, and we have never encountered this issue before. Could you kindly try sending the email again, or perhaps use a different email provider?

Looking forward to your response.

Best regards,

Nick

Hi, I tried sending again

Salve, ho riprovato ad inviare

Hello fedebella,

Unfortunately, I still did not receive any e-mail from you. However, as the verification takes longer than the recommended period, I will be forwarding your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi fedebella,

I have reviewed your case, and I’m sorry to hear about the difficulties you’re facing with the verification process. I will do my best to assist you by reaching out to the casino directly. Once they respond, we will see what can be resolved.

Dear NetBet Casino IT,

I would like to invite you to join this conversation and assist in resolving the player's complaint. Could you please provide more information regarding their case? Specifically, I would like to know the current status of the player's verification process. Have you received all the requested documentation in the correct format? When can we expect the verification to be completed?

I look forward to your prompt response. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Good evening, I sent some screenshots in support of my words on the email you gave me

Buonasera, ho inviato degli screen in supporto alle mie parole sulla mail datomi da voi

Dear fedebella, unfortunately, I haven't received any emails from you. Could you please try to attach the screenshots directly to your message here in the complaint thread? I will set them as sensitive attachments so no third party will see your screenshots if they contain sensitive personal information.

sure, I'll attach it right away.

certo, allego subito.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear fedebella, I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact Agenzia delle Dogane e dei Monopoli  (Giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. You can read more about this license here: https://casinoguru-en.com/licensing-authorities/italy-license. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). You can read more about submitting complaints to license regulators here: https://casinoguru-en.com/submitting-complaints-to-regulators.

I am sorry I could not be of more help on this occasion.

Best regards,

Natalia