HELP! NetBet stole my money as well. Be careful!

    • mcdkace
      mcdkace
      Silver
      Joined: 08.08.2007 Posts: 134
      Hi guys,

      I recently received an email from PokerStrategy giving me a special offer for a free version of Holdem Manager 2 Small Stakes Edition and Free 20Euro if I would sign up and deposit with NetBet Poker.

      I took PokerStrategy up on that offer and registered with NetBet Poker and about a week later I deposited the sum of $75 via my Neteller account.

      I played 359 hands NL20 (according to HM) and won about $10.93.

      I then received an email from NetBet support (see full email chan in spoiler - read from bottom to top) and they ended up closing my account and keeping all the money from me due to some country of residence issue (details in spoiler).

      Dear Bee,

      Thank you for your response.

      My account balance before NetBet locked my account was at about $85. Please advise where these funds have gone.

      Further to that I request that the above mentioned funds be transferred into my Neteller account and without further delay.

      Lastly, please see attached my screenshot when trying to create a new account. As you can see I am not able to select Australia as my country of residence.

      I await your response and especially your confirmation of the transfer of the funds.

      Kind Regards
      XXX

      Sent: Thursday, September 22, 2016 at 11:19 PM
      From: NetBet <support@netbet.com>
      To: XXX
      Subject: Re: Case #: XXX

      NetBet





      Dear XXX,

      Thank you for contacting us.

      In reply to your message, please be informed that your balance is 0.00 USD, so we cannot issue you a refund because you have used your 75 USD to play games on site.

      In addition to not being able to open a new account, first delete the cache and cookies and try account registration again, be advised, the terms and conditions allow you to have only one account.

      If the problem persist, send us a screenshot of the error message you receive so that our technical team can investigate

      If you have any more queries please do not hesitate to contact us.

      Kind regards,

      Bee

      Customer Support NetBet Poker
      Click here to contact us
      Get instant answers with Online Support!
      Download NetBet Poker now also for iPhone or Android !
      Like us on Facebook
      Follow us on Twitter






      Dear Alia,

      For some reason I am unable to open up an account with Australia as country of residence.

      In that case, please return all my funds into my Neteller account and confirm once done.

      Thank you in advance and please contact me if you require any further information from me.

      Kind Regards

      XXX

      Sent: Thursday, September 22, 2016 at 12:25 AM
      From: NetBet <support@netbet.com>
      To: XXX
      Subject: Re: Case #: XXX


      Dear XXX,

      Thank you for your email.

      Since you confirmed it is a permanent move, I have now cancelled your account as the coordinates are not correct. Hence you can reopen a new one with the correct coordinates, that is Australia as your country of residence. After you opened it, comeback to us and we will assist you with the bonus to your account.

      If you have any more queries please do not hesitate to contact us.

      Kind regards,

      Alia

      Customer Support NetBet Poker
      Click here to contact us
      Get instant answers with Online Support!
      Download NetBet Poker now also for iPhone or Android !
      Like us on Facebook
      Follow us on Twitter






      Hi Nathan,

      I think I can call it permanently.

      Await your response about my previous questions and the bonus.

      Kind Regards

      XXX

      Sent: Tuesday, September 20, 2016 at 7:06 PM
      From: NetBet <support@netbet.com>
      To: XXX
      Subject: Re: Case #: XXX


      Dear XXX,

      Thank you for your email.

      Can you please confirm if you are in Australia permanently or temporarily?

      Looking forward to your reply.

      Kind regards,

      Nathan

      Customer Support NetBet Poker
      Click here to contact us
      Get instant answers with Online Support!
      Download NetBet Poker now also for iPhone or Android !
      Like us on Facebook
      Follow us on Twitter






      Hi Conor,

      Case #: XXX

      In response to your email below:

      I am a German citizen currently living in Australia. My address in Australia is:

      XXX

      XXX

      Australia

      I couldn't choose Australia as a country when signing up so I entered my German address.

      Please let me know if this is a problem and if I am not allowed to play from Australia.

      Please also let me know if you require any further information such as copies of my ID.

      Kind Regards

      XXX

      Sent: Monday, September 19, 2016 at 2:10 AM
      From: NetBet <support@netbet.com>
      To: XXX
      Subject: Customer Support NetBet Poker


      Dear XXX,

      I hope you are well.

      Thank you for your first deposit on our site – I really hope you’re enjoying your time here!

      However, we have not been able to credit you with your FREE20 Promotion.

      Before we do this, we would just like you to clarify some differences on your account. We noticed that your IP is coming from Australia, but your registered country is Germany. Could you please provide us with an explanation for this?

      Looking forward to hearing from you soon,

      Kind regards,

      Conor

      Customer Support NetBet Poker
      Click here to contact us
      Get instant answers with Online Support!
      Download NetBet Poker now also for iPhone or Android !
      Like us on Facebook
      Follow us on Twitter


      I am very disappointed how NetBet treats a new customer that only just signed up and deposited money with them.

      Now obviously there is this country of residence issue. Some background on this: I have got two addresses one in Germany and one in Australia. I registered with my address in Germany because I couldn't select Australia, but I am currently living in Australia and accessing NetBet from Australia. I have always been 100% transparent about this to NetBet. In hindsight this was pretty stupid.

      But I think we can all agree that NetBet has no legal right to just keep money that is not theirs. No matter what their terms and conditions say, this is clearly illegal. There are Trade Practices Acts and Consumer Protection Acts in place worldwide that prohibit any such theft of funds.

      Now what's my line here moving forward? I appreciate any input.

      I'd also like to ask PokerStrategy to assist me resolve this. Especially because PokerStrategy is actively promoting NetBet Poker to its members.

      I will keep you updated on the developments and hope that this will be resolved quickly.
  • 8 replies
    • Lazza61
      Lazza61
      Headadmin
      Headadmin
      Joined: 23.03.2011 Posts: 9,174
      Hey mcdkace,

      I'm not sure how we can help you. There certainly shouldn't be an issue playing at Netbet from Australia as I'm Australian and play at Netbet. However, poker rooms are always going to take issue with logins from different countries than the recorded details.

      All you can really do is keep a dialogue going with their support. Make sure it's clear to them that you haven't spent the money (as per reply from Bee).

      Keep us updated

      Laz
    • mcdkace
      mcdkace
      Silver
      Joined: 08.08.2007 Posts: 134
      Ok, here is what happened. It gets worse before it gets better.

      Sent: Friday, September 23, 2016 at 5:25 PM
      From: NetBet <support@netbet.com>
      To: XXX
      Subject: Re: Case #: XXX
      Dear XXX,

      Thank you for contacting us.

      Further to your message, please be informed that you deposited $75 to your player account on 18.09.2016 and you used your deposit to play poker and lost.

      In addition, based on your screen-shot, you are choosing Austria as your place of residence, this is why the platform is not allowing you to open a new player account, you have to choose Australia so that your new player account can be opened.

      If you have any more queries please do not hesitate to contact us.

      Kind regards,

      Bee

      Customer Support NetBet Poker
      Click here to contact us
      Get instant answers with Online Support!
      Download NetBet Poker now also for iPhone or Android !
      Like us on Facebook
      Follow us on Twitter


      So again, they are saying I have lost all the money and go f*** myself. Secondly when I read that comment about Austria, I was sure the support was ridiculing me.

      Can you imagine trying to login to your poker account tomorrow and the platform is saying sorry you lost all your money, it's gone? Luckily it was only $80 but it still sucks. Surely PokerStrategy would not be interested in partnering with platforms like that and would fight for their members.

      At this point I was fuming and I didn't expect to see my money back.

      Here's my response.

      Dear Bee,

      I suggest you double check your records. On 18 September 2016 I played NL20 at a speed table and the currency was in Euro. When I finished playing poker my account balance was about $85. I never played again and NetBet locked me out of the account on 21 September 2016.

      Please confirm the above.

      Should you still insist that I lost the money playing poker, please provide me with the hand history I allegedly lost the money.

      Secondly, the screenshot I provided to you shows the NetBet account registration screen and a dropdown list to choose the country of residence. This dropdown list is sorted in alphabetical order and there is no option by NetBet to choose Australia. As you can see in the screenshot, Australia is not even in the list. It should be just above Austria but it only shows Aruba. So there is no option to register a new account with NetBet with Australia as country of residence.

      And therefore, I again request that you immediately transfer my full account balance into my Neteller account.

      I await your urgent response.

      Kind Regards

      XXX


      At the same time, I started a support ticket with PokerStrategy about that special offer that made me sign up for NetBet and I don't know whether PokerStrategy contacted NetBet or NetBet saw my forum post here or what happened, but the support completely turned around:

      Sent: Saturday, September 24, 2016 at 8:13 PM
      From: NetBet <support@netbet.com>
      To: XXX
      Subject: Re: Case #: XXX
      Hi XXX,

      Firstly, I apologise for my colleague as he is incorrect.

      You did deposit 75 and your current poker balance does stand at $85.81.

      It is in dollars because your login country is showing up as Australia due to your ip address.

      I have passed your details on to the finance department so they can process your payment.

      We are currently experiencing some technical issues with our Australian players log in.

      Please be patient with us while we look in to this matter and we do apologise for the inconvenience.

      If you have any more queries please do not hesitate to contact us.

      Kind regards,

      Kay

      Customer Support NetBet Poker
      Click here to contact us
      Get instant answers with Online Support!
      Download NetBet Poker now also for iPhone or Android !
      Like us on Facebook
      Follow us on Twitter



      That response gave me a lot of comfort and I actually did get the full balance back about 5 days later.

      So in the end it was all sorted out but I still would not use this platform again or recommend it to anyone. I mean just look at the responses from some of their support staff. They are either completely incompetent or their strategy is to try to frustrate players and so that they hopefully just forfeit their money. I did also try to speak to their live support but that was a complete waste of time, I won't bother putting the transcript up here but they weren't interested in resolving anything, all I got was a "I'll pass it on for someone to look into" without even knowing my account details.

      For me it's only a matter of time until they go bust and a lot of players will lose their money.

      BTW: Lazza61 where in Australia are ya? I'm in Melbourne. The support says they are having issues with Australian players, I'm surprised there is no issue for you.
    • Lazza61
      Lazza61
      Headadmin
      Headadmin
      Joined: 23.03.2011 Posts: 9,174
      Hey mcdkace,

      Happy to see that everything was sorted out in your favour. :f_thumbsup:

      I am in Hobart and I don't play very much on NetBet as I prefer to do my iPokering at Titan. Get yourself added to our Member map and bolster the number of Aussies here at PokerStrategy.com

      Cheers :f_drink:

      Laz
    • meandi289
      meandi289
      Gold
      Joined: 22.08.2009 Posts: 208
      I heard that Australian won't be able to play online poker in the future right ? I'm about to move to Australia so a bit concern about it.
    • Lazza61
      Lazza61
      Headadmin
      Headadmin
      Joined: 23.03.2011 Posts: 9,174
      Hey meandi289,

      Unfortunately this is true. There is currently a bill before Parliament seeking to amend the Interactive Gambling Act.

      Ostensibly these amendments are driven at closing a loophole being exploited by licensed sportsbooks to bypass our ban on in-play betting via the Internet. Sadly, they have also tightened the definitions of a "prohibited gambling service'.

      It is the last day of Parliament for the year today and it is currently not listed for mention in either House so it looks like we may have dodged a bullet until Feb-March.

      However the bill is expected to pass once it is re-introduced.

      Sadly

      Laz (An unhappy Aussie)
    • meandi289
      meandi289
      Gold
      Joined: 22.08.2009 Posts: 208
      Thanks for the information
      Hum there are just many bad news this year, prepaid Mastercard removed from Neteller & Skrill and Aussie not allowed to play online poker.
      Anyone here knows a place or forum where I can exchange Neteller & Skrill for cash in Australia, Sydney in particular . Or do you know withdrawal fees from Neteller & Skrill to a bank in Australia, I can check any fees relating to Neteller & Skrill but dont know how Australia banks charge their fees. I plan to withdraw about 10000 usd from Neteller & Skrill to a bank in Australia if the fees is reasonable .
    • Lazza61
      Lazza61
      Headadmin
      Headadmin
      Joined: 23.03.2011 Posts: 9,174
      Hey meandi289,

      The charge for withdrawing to an Australian bank account is $7.99 AUD from Skrill. I would assume Neteller have a similar charge. There is no charge from Australian banks for this or to upload to Skrill.

      Regards

      Laz
    • meandi289
      meandi289
      Gold
      Joined: 22.08.2009 Posts: 208
      Oh really, so great. The charge for Vietnamese banks alone was about 10 usd in the past, and now it goes up to $ 40; Vietnamese banks are just too greedy. Thanks a lot for the great information.