NationalBet Casino - Player cannot close account or get support.

The casino advertises 24/7 customer support, but the live chat feature is unavailable. I tried to close my account to stop myself from depositing more money, but I couldn’t, and there are no other options.

Dear Maf97,

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

I checked the website and found the following options for you to contact the casino:

• Could you please explain whether you contacted the casino despite live chat support agents not being available?
• Have you informed the casino about your struggle to control your gambling or gambling problems? When was it?
• Is your account currently closed?

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

Best regards,

Tomas

Hi Tomas,

Yes, that’s correct. I emailed the casino but didn’t receive a response until a few hours later.

Their contact details were hard to find on their website.

My account hasn’t been closed yet, as they replied asking for the reason behind my request, which I have replied to.

I’ve just checked their live chat function and it’s still not working.

If I could have had my account closed sooner I wouldn’t have deposited.

Thanks for the explanation.

• What response have you received from the casino?
• Has the casino blocked your account or followed up with you regarding your request?
• Please forward your exchange with the casino regarding the issue to my email at tomas@casino.guru for review.

Hi Tomas,

I have forwarded across to you.

Kind regards,

Maf12

Thanks for your message.

Please understand that the temporary or permanent unavailability of live chat isn't a valid reason for us to demand a refund.

Please note that in some online casinos, live chat doesn't have the means to immediately block or disable your account or to self-exclude you.

In the emails you forwarded, you haven't expressed that the casino needs to protect you from further gambling.

If you believe you need to be protected and your account isn't yet closed, I would encourage you to request a self-exclusion.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email Subject should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-Exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings NationalBetCasino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@nationalbet.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

Hi,

The account has been closed.

Kind regards,

Maf12

Thanks for the confirmation.

Sadly, we might not continue by asking the casino for a refund on your behalf due to the circumstances I outlined above. Consequently, the complaint will be closed.

Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.