NetBet Casino AT - Der Spieler kann Bonusgewinne nicht umsetzen.

The casino is not allowing me to wager my bonus winnings without a valid reason, claiming I have used bonuses too frequently or something similar.

As I can demonstrate with the attachment.

I usually deposit 10 euros without a bonus, and do this every few months.

In my view, the casino is attempting to cheat me out of my money.

Das Casino lässt mich ohne trifftigen grund meine Bonusgewinne nicht wagern weil Sie meinen ich hätte zu oft Bonusse genutzt oder ähnliches.

Was ich mit dem Anhang wiederlegen kann.

Ich habe meistens 10 euro ohne bonus eingezahlt und das alle paar monate mal.

Für mich versucht das Casino mich um das Geld zu betrügen.

Dear Dude30,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with NetBet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please explain in more detail your problem with bonus wagering? Have you received any warning from customer support or the casino website regarding this issue? If so, please forward the email or the message to veronika.l@casino.guru. Alternatively, you may post screenshots here.

When was the last time you played with an active bonus? What type of bonus was it?

Could you please confirm if you passed the KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, I didn't receive any warning about my last deposit.

Otherwise I would certainly have deposited without a bonus.

I think the last time I played with an active deposit bonus was over half a year ago.

Maybe a while ago too.

Unfortunately, this is not visible on the netbet website.

I have a screenshot of my deposits and I can forward you the conversation with Netbet by email that I had this morning.

Greetings David F.

Guten tag, ich habe keine warnung vor meiner letzten einzahlung erhalten.

Sonst hätte ich sicherlich ohne bonus einbezahlt.

Ich hab glaub ich vor über ein halben jahr das letzte mal mit einen aktiven einzahlungsbonus gespielt.

Vl auch länger her.

Leider ist das auf der netbet seite im verlauf nicht ersichtlich.

Screenshot meiner einzahlungen habe ich und ich kann ihnen das gespräch mit netbet per mail weiterleiten was ich heut morgen hatte.

Lg david f.

Because of KYC, I uploaded the documents again yesterday evening because the netbet site requires this every 6 months.

Wegen kyc habe ich gestern abend nochmals die dokumente hochgeladen da auf der netbet seite das alle 6 monate verlangt wird.

I also wanted to say that my winnings of 350 euros, which were then counted towards the bonus money, were earned from my real money.

I told netbet support that if they didn't allow me to gamble my winnings, they would have to transfer my deposit back to me.

Because I didn't gamble it away but it was counted towards the bonus.

I would be happy to send you my deposit list at the casino. Yesterday I deposited 20 euros for the first time with a bonus and when I reached 350 euros I was suddenly no longer allowed to gamble on the bonus.

Before that, I last deposited 10 euros in July 2023, as far as I know without a bonus back then.

Strangely enough, I was only told that I would be a bonus hamster when I was about to win a good amount.

I'm certainly not a bonus hoarder, I always like to deposit and play in reputable casinos.

Yesterday's bonus that I had selected from Netbet was sent to me via SMS even though I had set promos to off in the marketing settings for a long time.

If I had been interested in promoting this casino I wouldn't have turned it off, why they still send me promo SMS and suddenly don't let me gamble on these bonuses even though I first asked in the chat before I deposited is very obvious in my opinion.

This casino simply doesn't want to pay me the amount that I was ready to gamble.

I hope you can do something about it, it's not about the money for me.

But I would like to have my deposit back and for people to think more carefully about depositing into the casino.

thank you in advance

Weiters wollte ich noch mitteilen das ich meine gewinne von 350 euro die dann zum bonusgeld gezählt wurde von meinen echtgeld erspielt wurde.

Ich habe den support von netbet mitgeteilt das wenn sie mir schon nicht erlauben meine gewinne zu wagern, sie mir meine einzahlung zurücküberweisen müssten.

Da ich diese nicht verspielt hatte sondern zum bonus dazu gezählt wurde.

Ich kann ihnen gern meine einzahlungsliste in dem Casino zuschicken. ich habe gestern das erste mal mit bonus 20 euro eingezahlt und als ich auf 350 euro war durfte ich plötzlich nicht mehr weiter den bonus wagern.

davor hatte ich im Juli 2023 das letzte mal 10 euro eingezahlt, soweit ich weiss ohne Bonus damals.

Mich als Bonushamster dann hinzustellen wurde mir komischerweise erst mitgeteilt als ich nen guten betrag am gewinnen war.

Ich bin sicher kein Bonushamster, ich zahle immer gerne in Casinos die seriös sind ein und spiele auch.

Mir wurde der gestrige Bonus den ich ausgewählt hatte bei Netbet per sms zugeschickt obwohl ich bei den Marketing Einstelllungen Promos auf aus gestellt hatte seit langer zeit.

Wäre ich auf Promotion dieses Casinos aus gewesen hätte ich das nicht auf aus gestellt, warum sie mir trotzdem promo sms schicken und mich diese Bonuse obwohl ich zuerst im chat nachgefragt hatte bevor ich eingezahlt habe plötzlich nicht mehr wagern lassen ist meiner meinung sehr offensichtlich.

Dieses Casino will mir einfach die Summe die ich am fertig wagern war einfach nicht ausbezahlen.

Hoffe das Sie da was bewegen können, es geht mir nicht ums geld.

Aber meine Einzahlung hätte ich gerne wieder und das Leute sich genauer überlegen in dem Casino einzuzahlen.

danke ihnen schon einmal

Please forward me any relevant email communication between you and the casino. My email address is veronika.l@casino.guru. Thank you.

Hello, unfortunately all chat history from the casino has been deleted from my profile and my winnings have been deducted from my casino account.

I don't think I'll ever see the money.

but thank you anyway for your help

guten tag, leider is jeglicher chatverlauf vom casino auf mein profil gelöscht worden und meine gewinne abgezogen worden vom meine casino konto.

Glaube nicht das ich das geld jemals sehen werde.

aber danke ihnen trotzdem für die mithilfe

Thank you very much, Dude30, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

OK, thank you.

ok danke ihnen.

Hello Dude30,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I understand your dissatisfaction with the situation and I can agree with you that the casino team could have informed you much better on why you can't finish the wagering of the bonus you lastly claimed, I would like you to know that the casino has this rule mentioned in its terms and conditions:

14.4 NetBet behält sich das Recht vor, jeden Bonus, jede Sonderaktion oder jede Aktion jederzeit zu widerrufen.

I will still try to contact the casino to shed more light on this.

We would like to invite NetBet Casino AT to join the conversation.

Dear NetBet Casino AT,

Can you please provide information on why is the player not allowed to finish the wagering of the bonus they have previously received from you?

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.

As I said, I'm afraid the casino won't take a position on this.

You know exactly that it wasn't legal to simply withdraw my winnings.

I often play in different casinos, but at NetBet I deposited for the third time, and twice without a bonus, then withdrawing my winnings and calling myself a bonus hunter is simply fraud.

wie gesagt ich befürchte das casino wird da keine Stellung nehmen.

Sie wissen genau das das nicht rechtens war mir die gewinne einfach zu streichen.

Ich spiele oft in verschiedenen Casinos aber bei NetBet hatte ich das dritte mal eingezahlt, und das 2 mal davon ohne bonus, mir dann die Gewinne zu streichen und mich als Bonushunter zu betiteln ist einfach nur Betrug.

Dear Dude30,

I apologize for the slightly delayed response. I have contacted a representative from NetBet Casino, and they have shared some information regarding your player activity at Netbet. We recognize that bonuses and special offers are significant marketing features in most casinos, and many players actively seek the best bonuses. However, it's important to note that casinos can impose limits on the number of bonuses each player can receive. Could you please confirm how many bonuses you have claimed in NetBet Casino?

I've only used the Christmas stocking promo more often where you get a gift every day.

I'm sure enough others have done that too.

Otherwise I didn't claim any bonuses there.

greetings david f****

Ich habe nur die weihnachtsstrumpf promo öfters genutzt wo man ein geschenk erhält täglich.

Das haben sicher genug andere auch gemacht.

Sonst habe ich keine Bonis dort beansprucht.

lg david f****

Dear Dude30,

As mentioned earlier, the casino has the discretion to limit a player from receiving bonuses. However, I've endeavored to convey to the NetBet Casino representative our belief that once a player has been freely awarded a bonus and has not violated any rules, they should be allowed to complete the wagering process. Unfortunately, the casino team has maintained their decision, asserting that you took advantage of multiple bonuses, leading them to restrict further bonuses, including the one you began wagering. Regrettably, we find this decision unfair, and as we couldn't reach a consensus with the casino, we are compelled to close this complaint as Unresolved - Against fair gambling.

 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 the eCOGRA – an alternative dispute resolution service (Contact Us - eCogra) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (Lodge a Complaint - Malta Gaming Authority (mga.org.mt)). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru