Neteller worst company I have ever experienced

[monkeyspanker mo]

I opened a Neteller account a few months ago so I could move my funds from Revolut to Marathonbet. In the first couple of weeks, my account was restricted twice as they needed more documentation. My account was restricted a third time after I made a $5000 deposit to Marathonbet. This time they asked for a picture of me holding my ID card (or passport). When I logged on to provide them with this, there was a message reading We’re reviewing your document. You’ll regain access to all account functionalities as soon as the verification is complete. We’ll send you an email in case you need to send additional documents.

Because of this message, I have no way of uploading the ID card photo. I have tried emailing them several times, but have not got a reply. I have tried calling them several times, but calls get disconnected after ten seconds. This has been going on for months now. Because this is the only withdrawal option I have with Marathonbet, I have no way of accesing my funds. I contacted Marathonbet, who usually have excellent customer service, but they tell me that I need to sort this out with Neteller.

Has anyone else here had a similar experience with Neteller? Does anyone have an idea what I can do to fix this problem?

[kknjizekk]

I don't think there's a problem with Neteller support currently, your email might just never been sent to the right place.
Try to send them a message using the "Contact Us" section in your Neteller account, that way your message will definitely reach them.
Based on my experience, when there's such message stuck in your account, most likely they are refusing the document, or they want you to send the document by email.

As for Marathonbet, you should try to contact them about the issue.
If you insist the problem cannot be resolved, they should allow you to withdraw by BTC or bank transfer.

[Optional]

I agree they are awful to deal with.


You need to email them but address it to "the Complaints Team". In your email you need to say that you want your complaint to be put through "Paysafe's formal complaint process".

They should reply to confirm a formal complaint has been accepted and give you a reference number.

If after 35 days they have not resolved it, you can take that number to the UK Financial Services Ombudsman and ask them to order Neteller to release your money.

[monkeyspanker mo]

I agree, but so far they are adamant that this is not their problem.

[monkeyspanker mo]

Thank you Optional. Some good advice there. I'll let you know how it goes.