RESOLVED: Netbet let me loss more then the 300 loss limit i put

Hello  guys ,    I was playing at Netbet   I won about 1400 £ on the sesion cashout 1100 and  set a 300 loss limit  and i have lost what i had  and  i cancel withdraw and lost it asweel ,   i know i should not cancel withdraw but  thats  why i put the limit so i cant lose it  ,  but they let me lose it ,   i have contacted them to give me the refund  as  rulles are verry strict to get an uk license  ,     and they closed my account ,  and told me  ill get an email  as this have been foward  to a manager ,   i dont understand whats there to verify   ,  it says clearly  the  loss limit starts when first set  , if i can get any help   please  to get this refund , please do .  

Hi beby19,

We're going to get in touch with the casino and ask to update us regarding this issue. Please provide me with your casino username. 

I'm not sure but isn't loss limit only applies to deposit amount? So if your deposit was less than the loss limit then the total winning amount does not count? I might be wrong but that's what I think about loss limit.

loss limit does not refer to deposits ,   thats why there is deposit  limit  ,    but some sites    without an uk license  does say that  ,   i have been playing on over 20 sites  with limits  and they allways worked   ,   this is first times that happens  that after i set limit i dont get stoped  of lossing more ,     if was as you say   my account will not be disabled  or baned as it says now  when i try to login , they will not delay the awnser   for so long.

Okay, I said it because at a casino where I play regularly I get a notification every hour and it showed me my total play amount minus deposited money and when my balance is greater than my deposited money, it showed the netto winnings and when a withdrawal is requested, the status remains when you reversed the withdrawal. What I want to say is that money won does not count as losses when it lost during playing but I suppose it's vary at each casino.

Hi beby19,

The casino informed us that your case has been reviewed and you got your refund. We're waiting for more details. Have you got your refund yet? 

No  i did not got  any refund ,   when i try to login it says  This account has been banned from this website.

hope they will do it soon !  if they said to you,   but till now i dont have any  emails from them  . 

We are in touch with them, we'll keep you posted. 

i contacted them on livechat   

hello

10:18 i  ve been notifed that a refund was issued in my case

with the loss limit is that right as i cant see my account is still locked Read

KevinLet me check this for you

please note our relevant department still investigating this matter, once they will reply we will contact you in a matter of urgency

regarding your account it will remain closed until further notice

So, let's wait until they investigate it further and get back to us with more details. I hope it will be sorted out very soon. We'll do our best to find out what exactly happened. 

i know what happen ,   there system  considers  that the money you have in the netbet account  not your money ,        i m the only one that can do what ever i want  with that balance  but  netbet consider that money as theres  ,     only the amount  deposited is mine  , not the winnings .    but terms dont state anything about what they say ,        terms specific exactly that loss limit starts  when is first set up .  

so if i deposit  100   and win 900  ,total balance  1000  , at that point i set  100 loss limit  , i will not be stoped at any point .as system considers  that i only lost 100 

i have also  asked  few big casinos  and they all told me     that loss limit refers to the account balance not  to deposits  ,    with example  given  i have  pictures of that  if necesary 

Hi Andrei,

I hope my email finds you well !

In regards to the complaint you raised ,we wanted to inform you that we have opened an internal investigation and also reached a conclusion.
Our Responsible Gaming Officer also analyzed your case and, as a result we decided to make an exception and process the refund of 1100.00 GBP to your bank account. The amount will be visible in your account in 2-4 days.

We rarely encounter complaints related to limits or how they are interpreted, however we’re taking your feedback seriously. 
Therefore, we will change the way limits are explained to make sure other players do not encounter the same problem as you did.

Following the refund and giving the fact that we believe the issue has been solved to your satisfaction, we kindly ask you to withdraw your complaint from AG.

Should you have any further questions, please do not hesitate to contact us.

Best regards,

Jaclyn Thompson

Netbet Customer Service Supervisor

ok after i open  the case  to an  ADR Company   they sorted things out  .  

thanks for the help 

Thanks for letting us know. Glad it has been sorted.