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Good evening. I was playing today at the Netbet casino. I requested and received a 50-euro bonus. With

that money, I reached 538 euros. I then chose to forfeit the 50-euro bonus and withdraw the remaining funds. However, when I clicked to cancel the bonus, all the money disappeared without any warning. I contacted customer service and asked for this action to be reversed. As expected, the outcome was that the money was lost. I have since deactivated my account, and I would like to know if you can help me.

Thank you.

Καλησπερα σας. Έπαιζα σήμερα στο καζίνο της Netbet. Ζήτησα και πηρα μπόνους 50 ευρώ. Με

αυτα τα χρήματα έφτασα 538 ευρώ. Τότε πάτησα να φύγει το μπόνους των 50 ευρώ και να κάνω αναληψη των υπολοίπων χρημάτων. Πατώντας λοιπόν ακύρωση του μπόνους εξαφανίστηκαν όλα τα χρήματα χωρίς καμία προειδοποίηση. Επικοινώνησα με την εξυπηρέτηση πελατών και ζήτησα να αναιρεθεί η ενέργεια αυτή. Φυσικά το αποτέλεσμα γνωστό. Χάθηκαν τα χρήματα. Έκανα βέβαια διακοπή στο λογαριασμό μου και θα ήθελα αν μπορείτε να με βοηθήσετε.

ευχαριστω

Dear Nasos79,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you experienced with your balance at NetBet Casino.

To better understand your situation and assist you effectively, could you please provide some additional details?

• When you forfeited the bonus, did you receive any messages or warnings indicating that your entire balance would be forfeited? If so, could you describe what the message said?
• Did you have any active wagers or conditions tied to the bonus that might have affected the withdrawal process?
• Could you clarify the exact steps you took when you attempted to cancel the bonus? For instance, did you click on a specific option within your account, or did you follow instructions provided by customer support?
• What was the response from NetBet Casino’s customer service when you requested the reversal? Did they provide any explanation for why the funds were lost?
• Do you have any screenshots or communication from the casino that could help us better understand what happened?

If you have any relevant communication or additional evidence, please feel free to forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I received no warning. No update. No question if I want to press cancel bonus how all money will be lost. No other event sports or anything else was active at that time.

Καμία προειδοποίηση δεν έλαβα. Καμία ενημέρωση. Καμία ερώτηση αν θέλω να πατήσω την ακύρωση μπόνους πως θα χαθούν όλα τα χρήματα. Κανένα άλλο γεγονός αθλητικό ή οτιδήποτε άλλο δεν ήταν ενεργό εκείνη την στιγμή.

I clicked the button that says to remove the 50 euro premium. And then it would lead me to a point where it said to cancel bonus. As soon as I clicked on it, everything disappeared. In customer service, a Mr. Jason told me that unfortunately this is what happens if you click on canceling the bonus. When I persisted and asked for this action to be reversed because nowhere was it mentioned that everything would be lost, the answer was I'm sorry, it's not possible even if I want them to serve me in something else. Then I requested my deletion from said Company.

Παρησα το κουμπί που λέει να φύγει το πριμ των 50 ευρώ. Και μετά με οδηγούσε σε ένα σημείο που έλεγα να κάνω ακύρωση μπόνους. Μόλις το πάτησα χάθηκαν όλα. Στην εξυπηρέτηση πελατών ένα κύριος Ιάσωνας μου είπε πως δυστυχώς έτσι γίνεται αν πατήσεις την ακύρωση του μπόνους. Όταν επέμεινα και ζήτησα να αναιρεθεί η ενέργεια αυτη γιατί πουθενά δεν αναφερόταν πως θα χαθούν όλα η απάντηση ήταν λυπάμαι δεν γίνεται και αν θέλω να με εξυπηρετήσουν σε κάτι άλλο. Μετά ζήτησα την διαγραφή μου από την εν λόγω Εταιρεια.

Thank you very much, Nasos79, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Nasos79 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 GR for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Thanks for the support and I will wait for your reply.

Ευχαριστώ για την υποστήριξη και θα περιμένω την απάντηση σας.

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.

Thanks again.

Ευχαριστώ και πάλι.

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 Gaming Supervision and Control Committee (https://complaints.hgc.gov.gr/case/diadiktyako/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter