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I would like to file a complaint with NetBet Italia regarding the delay in processing two withdrawal requests and the lack of transparency in handling my account verification.

I requested two withdrawals four days ago, for €20 and €40 respectively, for a total of €60. When I made the request, I was asked to submit the necessary documentation for identity verification. I submitted all the requested documents immediately and in full.

Despite this, my withdrawals are still pending. Furthermore, I haven't received any email confirmation of receipt of the documents or any official communication regarding the verification status. The only information I've received comes from the chat operators, who simply state that the account is "under verification," without providing any specific timeframes or detailed explanations.

The account is still accessible and not blocked, however, I find the complete lack of official communication after submitting the requested documentation and the prolonged wait without concrete updates unacceptable.

I request that the verification process be completed as quickly as possible and that my withdrawals be processed without further delay.

Desidero presentare un reclamo nei confronti di NetBet Italia per il ritardo nell’elaborazione di due richieste di prelievo e per la scarsa trasparenza nella gestione della verifica del mio conto.

Ho richiesto due prelievi 4 giorni fa, rispettivamente di 20 € e 40 €, per un totale di 60 €. Al momento della richiesta mi è stato chiesto di inviare la documentazione necessaria per la verifica dell’identità. Ho provveduto a inviare tutti i documenti richiesti immediatamente e in modo completo.

Nonostante ciò, i miei prelievi risultano ancora in sospeso. Inoltre, non ho ricevuto alcuna conferma via email della ricezione dei documenti né alcuna comunicazione ufficiale sullo stato della verifica. Le uniche informazioni ottenute provengono dagli operatori della chat, che si limitano a riferire che il conto è "in verifica", senza fornire tempi certi o spiegazioni dettagliate.

Il conto è ancora accessibile e non risulta bloccato, tuttavia ritengo inaccettabile la totale assenza di comunicazioni ufficiali dopo l’invio della documentazione richiesta e il protrarsi dell’attesa senza aggiornamenti concreti.

Chiedo che la procedura di verifica venga completata nel più breve tempo possibile e che i miei prelievi vengano elaborati senza ulteriori ritardi.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Ferddem,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear Ferddem,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru