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I recently became a member of the site, I used the welcome bonus with a deposit that I had to make. I log back into my account after some time and see a free 20 spins. I use it and win 80 euros, of which there were conditions before they could be withdrawn. I play for two hours, I make a total turnover of at least 800 euros, until at some point the amount in my account is about 200 euros. I log out before making any withdrawals. I log in after half an hour, I see a balance of zero euros, real money, zero euros, bonus money.

I connect to the chat to solve my problem and their response was that they gave me 50 free spins of 0.10 cents as an apology as the previous bonus was credited to my account INACCURATELY!!!!

Γίνομαι μέλος στην σελίδα πρόσφατα σχετικά ,αξιοποιώ το μπόνους καλωσορίσματος με κατάθεση που έπρεπε. Συνδέομαι ξανά στο λογαριασμό μου μετά από κάποιο καιρό και βλέπω δώρο 20 περιστροφές . Της αξιοποιώ και κερδίζω 80 ευρώ εκ των οποίων είχαν προϋποθέσεις πριν γίνουν αναληψιμα. Για δύο ώρες παίζω ,κάνω συνολικό τζίρο τουλάχιστον 800 ευρώ , έως ότου κάποια στιγμή το ποσό στο λογαριασμό μου είναι 200 ευρώ περίπου .Αποσυνδέομαι πριν κάνω κάποια ανάληψη.Συνδεομαι μετά από μισή ώρα ,βλέπω υπόλοιπο μηδέν ευρώ πραγματικά χρήματα μηδέν ευρώ χρήματα μπόνους .

Συνδέομαι στο τσατ να επιλύσω το πρόβλημα μου και η απάντηση τους ήταν ότι μου βάλανε σαν απολογία 50 δωρεάν περιστροφές των 0.10 λεπτών καθώς το προηγούμενο μπονους πιστώθηκε ΚΑΤΑΛΑΘΟΣ στον λογαριασμό μου !!!!

Dear IOANNA202,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NetBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Do you have supporting evidence of what bonus you played and of the winnings you accumulated?
• Have you requested a withdrawal of the winnings? Have you completed the bonus wagering requirements of the bonus you received initially?
• Have you continued to play with what appeared to be real money?
• Could you please share your interaction with the casino support regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Good evening. I used the welcome bonus. I didn't win anything. I'm not referring to the welcome bonus now. I'm referring to a subsequent bonus that was added by them to me and when I won and completed the turnover required to make a withdrawal, they removed it along with the winnings and told me that this bonus was added to my account by mistake. I can find proof if you need it. The games I played were on the slots. Specifically, burning hot. I'll come back with proof! I didn't have time to request a withdrawal because when I logged out and logged in again, the money had disappeared. Then I connected to the chat where they confirmed that the money disappeared because it was their mistake to give me this bonus and as an apology they gave me 50 spins of 0.10 which brought me profits of 6 euros unlike the previous bonus where my profits were 200 euros.

Καλησπέρα . Το μπόνους καλωσορίσματος το χρησιμοποίησα . Δεν κέρδισα κάτι . Δεν αναφέρομαι στο μπόνους καλωσορίσματος τώρα . Αναφέρομαι σε επόμενο μπόνους που προστέθηκε από εκείνους προς εμένα και όταν κέρδισα και συμπλήρωσα τον τζίρο που έπρεπε για να κάνω ανάληψη μου το αφαίρεσαν μαζί με τα κέρδη και μου είπαν ότι το συγκεκριμένο μπόνους προστέθηκε στο λογαριασμό μου καταλαθος . Μπορώ να βρω αποδείξεις αν της χρειάζεστε. Τα παιχνίδια που έπαιξα ήταν στα φρουτάκια . Συγκεκριμένα το burning hot. Θα επιστρέψω με αποδεικτικά ! Δεν πρόλαβα να ζητήσω ανάληψη καθώς όταν αποσυνδέθηκα και συνδέθηκα εκ νέου τα χρήματα είχαν εξαφανιστεί . Τότε συνδέθηκα στο τσατ που μου επιβεβαίωσαν ότι τα χρήματα εξαφανίστηκαν γιατί ήταν λάθος τους που μου βάλανε αυτό το μπόνους και σαν απολογία μου βάλανε 50 περιστροφές των 0.10 τα οποία μου έφεραν κέρδη 6 ευρώ σε αντίθεση με το προηγούμενο μπόνους που τα κέρδη μου ήταν 200 ευρώ .

Thanks for the clarification.

• Do I understand correctly that the bonus was added to your account automatically?
• How much time elapsed between you playing with the first deposit bonus, you losing, and the next bonus being credited?
• Have you made any deposits in between losing the first deposit bonus and receiving the new bonus?

Please forward any relevant communication that supports your complaint to my email at tomas@casino.guru

I have made a deposit at this particular bookmaker which went "down the drain".

It took at least a week before they automatically added the bonus I'm referring to. I hadn't taken any action to have it added to me. It was added by them and when they saw that I managed to complete the unrealistic turnover required to make it withdrawable, they proceeded with the specific procedure that I'm explaining to you. They took it away from me, telling me that they gave me this < > BY MISTAKE.

Εχω κάνει μια κατάθεση στην συγκεκριμένη στοιχηματική η οποια << πήγε κουβά >> .

πέρασε τουλάχιστον μια βδομάδα μέχρι που μου πρόσθεσαν αυτόματα το μπόνους στο οποίο αναφέρομαι . Δεν είχα προβεί σε καμία ενέργεια ώστε να μου προστεθεί . Προστέθηκε από εκείνους και όταν είδαν ότι κατάφερα να συμπληρώσω τον εξωπραγματικό τζίρο που έπρεπε για να γίνουν ανάληψιμα προέβησαν στη συγκεκριμένη διαδικασία που σας εξηγώ . Μου το αφαίρεσαν λέγοντας μου ότι μου κάνανε αυτό το <<δωρο >> ΚΑΤΑΛΑΘΟΣ.

Thank you very much, IOANNA202, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you IOANNA202 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask NetBet Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank 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.

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. 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 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 (https://ecogra.org/contact-us/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded, if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter