The player from Austria had successfully requested three withdrawals of €500 each after winning at Naobet, but suddenly her account was closed, and the remaining balance became unavailable. She received one withdrawal but encountered constant delays and unhelpful responses regarding the remaining funds. After several communications and the player creating a new email address for correspondence, her balance of over €2,100 was finally processed, and the funds were received. The issue was resolved, and the complaint was marked as 'resolved' in the system.
NaoBet Casino - Player's account has been closed and withdrawals delayed.
Resolved
Our verdict
Case closed
Amount: €3,100
NaoBet Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
10 months ago
Translation
I played at Naobet (without a bonus) and actually won. I was able to request three withdrawals of €500 each. After that, I still had a balance of over €2100. I can't say the exact amount because the casino suddenly closed my account.
I was asked to state the exact amount of my withdrawals and then it will be processed.
Received 1x500, now nothing works??????
The only response I get to my daily email inquiries is that they are working on it.
It's a disgrace please help, thank you
Automatic translation:
Public
Public
10 months ago
Dear Gluecksmaus,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In order to assist you more effectively, I would like to ask you a few clarifying questions:
- What were the reasons given by the casino for closing your account?
- Have you received any communication from Naobet regarding your remaining balance or the withdrawal process?
- Have you received any confirmation emails after you submitted the withdrawal requests?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Public
Public
10 months ago
TranslationThe casino closed the account - Reason:
Our casino is committed to supporting responsible gaming initiatives, which is why we cannot reopen your account according to our policies.
I don't think I requested account closure.
My account was closed on June 17th
Withdrawals requested for €500 each (on June 15, 16, and 17)
I always received confirmation of my withdrawal request from Nanobet after 3 withdrawal requests.
On June 17th I received information that there was still money in my account and that I could request a refund, but they wanted the exact amount from me - why the balance was probably over 2100, unfortunately I can't say for sure.
On June 18th, we received information that all withdrawals and current balances would be processed as refunds.
Then came 1x500 and I'm still waiting for the rest.
I ask every day and I always get the same answer: that they are doing everything they can to get everything done quickly and they ask for a little patience.
I only played slots.
Maybe you can get the payout finally processed.
Many thanks in advance
Best regards
Automatic translation:
Public
Public
10 months ago
Thank you for the response. Please forward me all the communication between you and the casino customer support regarding the refund of your balance as well as the closure of your account at veronika.f@casino.guru.
Public
Public
10 months ago
TranslationSo now I got 2x500 again, so all 3 withdrawal requests with 500€ each
But now my account balance of more than 2100€ is still missing
Please help, thank you
Automatic translation:
Public
Public
9 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
Public
Public
9 months ago
Dear Gluecksmaus,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a NaoBet Casino representative to join this conversation and participate in resolving this complaint.
Dear NaoBet Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
Public
Public
9 months ago
Dear all,
We apologize for the inconvenience.
Please note that your request has been forwarded to the relevant team, and they are currently working on it. We will keep you informed as soon as we receive an update or clarification.
Thank you for your understanding and patience.
Kind regards,
Naobet Team
Public
Public
9 months ago
TranslationI already received this answer 3 weeks ago
Automatic translation:
Public
Public
9 months ago
Dear NaoBet Casino,
Please keep us updated regarding the matter.
I'll be awaiting your reply.
Public
Public
9 months ago
TranslationI've been waiting for my money for almost a month. It can't be that there's no answer, always the same excuses. How long do I have to wait?
Automatic translation:
Public
Public
9 months ago
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.
Public
Public
9 months ago
TranslationSo it's that simple: if the casino doesn't respond, is this resolved for Guro? Please tell me if anyone can help me. They have my money and I finally want it.
Automatic translation:
Public
Public
9 months ago
Dear CasinoGuru team,
Thank you for reaching out to us.
For our part, we would like to clarify that the player's account was closed after receiving information from him that raised concerns in the context of our responsible gaming policy. We strictly adhere to internal procedures aimed at customer protection and have acted in accordance with these principles.
In addition, we made an attempt to recover the funds remaining in the player's account. However, our contact has been blocked on his part and attempts to reach him via email have been unsuccessful. We remain committed to finalizing the refund process therefore, we are waiting for a response from the player, because we want to help him with the refund request.
We appreciate your understanding and cooperation as we work to resolve this matter. Should you require any additional information, please feel free to contact us directly.
Best regards,
Naobet Casino Team
Public
Public
9 months ago
Dear Gluecksmaus,
Could you please respond to the casino emails and cooperate with them to refund your balance?
Please let me know once you respond to them.
I'll be awaiting your reply.
Public
Public
9 months ago
TranslationI did not receive an email from the casino; in fact, I sent an email and received no response.
I have sent my mail to forwarded, there you can see that I sent an email.
What kind of cheap excuse is this from NAOBET? Of course I would reply immediately, I'm still waiting for my money. I have no idea why I haven't received any more emails.
I requested a refund a month ago - and was told it would take a while.......
Automatic translation:
Public
Public
9 months ago
TranslationSo again the summary
I requested 3 payouts of €500 each, which I received.
Now it's about the balance at the time of closure. There are over €2,100 waiting. I can't say exactly, because the account was closed during the game.
Now my question is why my balance still hasn't been paid out. I submitted the request immediately after the casino informed me that there was still credit in my account.
?????????????????????
Automatic translation:
Public
Public
9 months ago
Dear NaoBet Casino,
Did you manage to receive any emails from the player?
I'll be awaiting your reply.
Public
Public
9 months ago
TranslationIt is very strange that the casino does not respond immediately (dubious)
Automatic translation:
Public
Public
9 months ago
Dear all,
We would like to provide an update regarding the ongoing situation with the player.
Our support team has made multiple attempts to reach out to the player via email and other communication channels to address their concerns and provide assistance. Additionally, the player has also contacted us. However, unfortunately, it appears that our replies are not reaching the player, as our email address seems to have been blocked by them.
We want to assure everyone that we are fully committed to resolving this matter and are ready to assist the player as soon as communication can be re-established.
Thank you for your attention and understanding.
Best regards,
NaoBet Team
Public
Public
9 months ago
TranslationI'm sure I haven't blocked any email addresses, but whatever, I've now created a new email address and also given it to the casino, I've already received a reply asking me to send my data including account details, which I've just done and now I hope that I'll finally get my money.
I'll keep you updated, of course. Thanks in advance.
Automatic translation:
Public
Public
9 months ago
Greetings all,
Thank you for your responses and the information provided.
Please keep us updated regarding the matter.
Public
Public
9 months ago
TranslationSo now I have 2 mails to I sent it, and I got the same response again, saying that the documents had been forwarded to the relevant department and I would be informed. I received this response five weeks ago. Perhaps you can find out how far my payment has finally come. I'm really so annoyed. Please, thank you.
Automatic translation:
Public
Public
9 months ago
Dear NaoBet Casino,
Do you have any updates regarding the player's issue?
I'll be awaiting your reply.
Public
Public
9 months ago
Dear All,
We would like to inform you that we have received the requested payment details from the player. The withdrawal request has been forwarded to the relevant department for further processing.
We will keep you updated as soon as there is any progress. Thank you for your patience and understanding.
Kind regards,
NaoBet Team
Public
Public
9 months ago
TranslationHow long will this take? I've been waiting for almost 8 weeks. I've run out of patience! Why don't they say how long it will take?
Automatic translation:
Public
Public
9 months ago
Dear NaoBet Casino,
Thank you for your response and the information you have provided.
Please let us know once the payments are processed.
I'll be awaiting your reply.
Public
Public
9 months ago
Dear Gluecksmaus,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Stefan, Casino.Guru
