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NetBet – Cannot withdraw my own cash

Ruling

Resolved - The player has informed us that they have managed to resolve a verification issue without our intervention.

Read our Netbet Casino Review.

Player's Complaint

*I deposited £200 via a visa debit card

*Played blackjack and won a little money and then requested a withdrawal of £275

*I was asked to submit ID/ pictures of the depositing card (front and back) and a bank statement - I sent all in

* I was then told another bank statement was required associated with the depositing card and must show IBAN/BIC

*I replied not possible as the card although a visa debit card is run by contis group which means it doesn't do IBAN transfers and therefore cannot show an IBAN BIC

*The reply was still that they need to see IBAN/BIC statement for this card

*I replied again not possible for the reasons explained above - I said I could send a statement if they so wish but It would only show my name account details and the deposit into netbet if they wanted (remember they already had another bank statement for my ISA)

*Netbet at this point changed tack and said it would not be possible to refund my winnings to my visa debit card and I would need to provide an alternate bank address including a statement

* i wrote back to complain about my treatment and said they are taking deposits from visa debit cards surely they must be able to send withdrawals from them?

*Upon making this complaint i got an email where yet again netbet changed their story and added more hoops to my situation. Now they said THEY COULD send funds to my Visa card but now along with sending an a bank statement - I will now be forced to phone them as well?

Honestly I have never been so bullied over a withdrawal in my life. They were happy to take my money without all the checks and now when I go to withdraw I'm being told several different stories and they keep adding excessive demands to refunding me my, lets be honest, tiny amount of money.

Read the casino review

4 Responses

ThePOGG
Nov 29, 2018

Hi sunnycellos - welcome to ThePOGG.com!

While I appreciate your frustration with this circumstance, if your card does not fit the standard model then it would be normal for the operator to take additional measures to ensure that the payment is being made to the correct individual. This would reasonably include sending the payment to an account that does meet the standard model where they can conduct appropriate verification checks. My recommendation would be to simply comply with request. This will be the quickest way to get your funds.

Beyond this however, it would appear that Contis have recently changed their policies and do now provide an IBAN number for most accounts - https://www.contis.com/contis-announces-visa-partnership-for-the-fast-track-fintech-programme/

Thanks,

ThePOGG

ThePOGG
Dec 10, 2018

Hi sunnycellos,

Have you managed to resolve this issue?

Thanks,

ThePOGG

ThePOGG
Dec 17, 2018

Hi sunnycellos,

I'm following-up on the above again?

Thanks,

ThePOGG

sunnycellos
Dec 26, 2018

netbet paid me without requiring any extra verification ONLY after I complained

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Agreement

sunnycellos consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • NetBet
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Cosmo Gaming Company Limited

November 29, 2018