NetBet Casino - A conta do jogador foi banida com saques pendentes.

This website banned my account without any prior notification. I did not violate any rules, nor am I aware of the reason behind the ban. I had made a profit on my bets, requested a withdrawal of my funds, only to discover the next day that my account had been banned. I would like to resolve this matter in the best possible way, as it is unfair for me to lose the money I have invested.

Este site baniu a minha conta sem me avisar nada, eu não fiz nada de errado, nem ao menos sei o motivo, eu tive um lucro em minhas apostas, solicitei o saque dos meus fundos e no outro dia amanheci com a conta banida, eu gostaria de resolver isso da melhor forma possível pois não é justo eu perder o meu dinheiro no qual eu investi.

Dear rayaneg,

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

Could you please confirm that you passed the KYC verification?

Have you made any successful withdrawals from this casino before?

Could you please specify what types of games have you played?

Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika

Good morning Veronica,

I have already passed the KYC verification successfully, a few months ago I made a successful withdrawal, everything went normally.

I played Slots games, I accumulated my winnings without an active bonus.

Bom dia Veronika,

Já passei na verificação KYC com sucesso, há alguns meses atrás eu fiz um levantamento bem sucedido, tudo ocorreu normal.

Joguei jogos de Slots, acumulei meus ganhos sem bônus ativo.

Thank you for your response. Have you discussed the reason for blocking your account with casino support? When was the last time you communicated with them?

I didn't argue, I contacted live chat support around ten days ago, but they were unable to resolve my issue.

Não discuti, entrei em contato com o suporte no chat ao vivo em torno de dez dias atrás, mas ele não conseguiu resolver o meu problema.

Thank you very much, rayaneg, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear rayaneg,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear NetBet Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 rayaneg,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (stefan.m@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Kindest regards,

Stefan