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Dear Sir or Madam,

I paid 2000 € on July 21, 2020 via Sofortüberweisung, I wanted to withdraw my winnings on July 23 and it is still pending. After several requests, I was informed that netbet had made an advance payment for me because my payment provider allegedly had not yet paid the money to them. I hope you can help me, because we already have the 31.07.2020 today. many thanks

Sehr geehrte Damen und Herren,

ich habe am 21.07.2020 2000€ per sofortüberweisung eingezahlt, meinen Gewinn wollte ich mir am 23.07 auszahlen lassen und dieser steht immer noch auf ausstehend. Nach mehrmaliger Nachfrage wurde ich darauf hingewiesen das netbet für mich in Vorleistung gegangen ist weil mein Zahlungsanbieter angeblich das Geld bei ihnen noch nicht eingezahlt hat. Ich hoffe sie können mir helfen, denn wir haben heute schon den 31.07.2020. vielen dank

Dear Chris,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that you had your account fully verified in the past? Have you received any winnings from this casino in the past? If there’s any relevant communication, please forward to petronela.k@casino.guru?

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

Best regards,

Petronela

Hello Petronela,

My account was verified on July 25th, before I had never dealt with netbet, made deposits or paid out winnings

Best regards,

christoph

Hallo Petronela,

mein Konto wurde am 25.07 verifiziert, zuvor hatte ich noch nie mit netbet zu tun bzw. Einzahlungen vorgenommen oder Gewinne ausgezahlt

viele Grüße,

christoph

Thank you very much Chris for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Chris,

I am very sorry to hear about your issue. I will do my best to help you.

NetBet  Casino, could you please shed some light on this case? Thank you very much in advance for your reply.

Dear sir,

First of all I want to sincerely apologize for this delay.

I have reviewed your account with my colleagues and unfortunately, we are still waiting for the bank to confirm the receiving of your deposit.

Once that has been received, we will move forward with the processing of your withdrawals, but until then we can't take any action.

Hope that we receive that confirmation as soon as possible and this will be avoided in the future.

Best regards,

Eduard

Hello Edward,

thanks for the feedback, however, the money was paid to netbet by direct transfer on July 21 and debited to my account. Therefore I do not understand why a deposit is being waited for

Hallo Eduard,

danke für die Rückmeldung allerdings wurde das Geld am 21.07 per sofortüberweisung an netbet gezahlt und meinem Konto abgebucht. Daher verstehe ich nicht wieso auf eine Einzahlung gewartet wird

Here is the excerpt from the debit

Hier der Ausschnitt der Abbuchung

It's been 2 weeks since the player deposited. Could you give us any time frame and update us within a week?

Dear sir Christoph,

The waiting time for a deposit is 4-12 days and because it has been exceeded we have sent a request to our bank to speed up the process and send us a confirmation about the deposit.

I am truly sorry about the delay and I guarantee that as soon as the bank has responded we will move forward with the payment.

@Casino Guru, the issue is not that the customer has not received the money for the deposit, is that we haven't received the money in our bank account.

Thank you,

Eduard

Dear sir Christoph,

I am happy to inform you that the deposit has been confirmed by the bank and also your withdrawals have been validated.

Thank you for your patience and understanding and once again sorry for the delay.

Best regards,

Eduard

Thank you, Eduard, for your quick reply, we very much appreciate it.

I leave this compalint open until Chris confirm if he has receive his winnings. Thank for your patience Chris, we will wait for your confirmation. Hopefully, all will be solved soon.

Thank you for the quick clarification, everything is done.

Best wishes,

christoph

Vielen Dank für die schnelle Klärung, ist alles erledigt.

Viele Grüße,

christoph

Did you receive your withdrawal? We will wait for your confirmation and then we will close this complaint as solved.

Got the payout

Habe die Auszahlung erhalten

Great news, I am closing this as solved. Do not hesitate to contact us in the future.