NaoBet Casino - Player's withdrawal has been delayed and account issues.

Subject: Official Complaint Summary – Naobet

I am submitting this complaint regarding Naobet’s responsible gambling practices, account closure procedures, and withdrawal/payment processes.

My case began when I requested the closure of my account due to a gambling addiction problem. Despite this request, my account was not properly closed, which allowed me to continue accessing the platform and making further deposits. In my view, this represents a serious failure of responsible gambling obligations, as a player who explicitly requests account closure because of a gambling addiction should not be able to continue gambling on the platform.

After I raised this issue, Naobet acknowledged my situation and offered a CAD 180 refund as a goodwill gesture. I accepted this offer.

However, despite several weeks of communication, Naobet has never been able to complete the refund they agreed to provide. I fully cooperated with every request and supplied multiple payment methods, including my Tangerine bank account, my Scotiabank account with full SWIFT details, a Skrill account, a MiFinity account that I could no longer use because it had been blocked due to my gambling problems, and several cryptocurrency wallet addresses generated directly from my Wealthsimple account.

Each method was either rejected, deemed incompatible, or replaced by a new requirement. I also received an automated notification confirming that a CAD 180 withdrawal request was being processed, followed by another notification stating that the withdrawal had been cancelled, without any satisfactory explanation.

Despite my repeated follow-ups and my explicit request for the matter to be escalated to a supervisor or decision-maker, customer support eventually stopped responding to my emails.

The central issue of this complaint is that Naobet has demonstrated an inability to execute a refund that it voluntarily agreed to provide. This raises serious concerns about the reliability and accessibility of its withdrawal procedures for Canadian players. The platform accepts deposits quickly and without difficulty, yet appears unable to return funds through a practical and accessible payment method.

Because of these repeated failures, I am requesting the full reimbursement of all deposits I have made on Naobet since the opening of my account. I would never have deposited these funds had I known that recovering my money would become so difficult, uncertain, and potentially impossible. A player should be informed of the real limitations of withdrawal and payment processing before being allowed to deposit funds.

Given the failure to close my account after a request related to gambling addiction, the prolonged inability to complete the agreed CAD 180 refund, the repeated payment obstacles despite my full cooperation, and the lack of a definitive resolution by customer support, I respectfully request that the regulatory authority investigate Naobet’s responsible gambling measures, account closure procedures, and withdrawal/payment practices.

I am attaching the complete email correspondence with Naobet as evidence of my repeated attempts to resolve this matter directly with the operator before filing this official complaint.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NaoBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Please note that we can only pursue a refund of money lost on gambling in cases where the casino is supposed to protect you, the players, from further gambling, such as when the player discloses gambling issues to the casino.
• Would you be able to provide evidence you informed the casino of your gambling issues in the past and when? Send the evidence to my email at tomas@casino.guru
• Obstacles in receiving a refund are not a valid reason for us to ask for more.
• Could you please confirm how much the casino allowed in net deposits after you disclosed your gambling issues to them? Is the amount higher than 180 CAD?
• Have you considered transferring a small amount to your crypto wallet so these addresses can be found on common crypto explorer services?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Le total est de +/- 300$ , je ne sais plus le montant exact car je n'ai plus accès.

Je vous transmets un courriel avec les preuves de ma.demqnde de fermeture de janvier qui n'a jamais été répondu.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Alfanny16,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas