Bet Neto Casino - Вилучення гравця затримується.

Hi. I have played here since December 2022 and made 2 successful withdrawals.

i made a new withdrawal request 6 weeks ago 13/03/2023 and it was approved within 5 days. Since then they have apparently had issues with the payment provider and it needs approving by them. Support don’t email back any more and live chat just give the same information. We are waiting for finance team to give us an update.

The withdrawal shows on my Betneto account that it has been fully processed but I haven’t received anything as yet.

i am not sure if I will ever get this money but please stay away if you are thinking of playing here

Hello mitchhalley,

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

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick

my account was fully verified in December 2022 when I made my first withdrawal.

i used a deposit bonus £50 deposit plus 200% maximum withdrawal 20x deposit. All was approved more or less straight away. I speak to the casino on live chat every day and don’t really get any updates.

Also the first time i made a withdrawal they told me the day and approx time i would have the money as their management process payments. They told me it would be a friday between 12 & 2pm and they stuck to their word. Now they are saying that they dont process their own payments and send it to a payment provider who needs to confirm the transaction. Something fishy is going on. They havent paid a withdrawal to players in the time i have been waiting apparently

Hello mitchhalley,

Thank you for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear mitchhalley,

My name is Stefan, and I will assist you from now on.

Could you please state if you have any news regarding your withdrawal?

I am looking forward to your response.

Kind regards,

Stefan

Hi Stefan. For 7/8 weeks now all I have on live chat is ‘we always pay cash outs no exceptions’

they tell me they have sent payment from their end and waiting for provider to confirm payment.

the other cash outs I had were paid by them direct.

I think they are lying to me daily

Dear mitchhalley,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bet Neto Casino representative to join this conversation and participate in resolving this complaint.

Dear Bet Neto Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi. Please see attached from live chat today. This is the exactly same message we receive every single day. 8+ weeks and still they can’t give me an update.

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 mitchhalley,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Kindest regards,

Stefan