NationalBet Casino - Player's account has been closed and winnings confiscated.

Good Afternoon,

I have had several issues with this website.

firstly I believe that the process would be to verify a user before allowing to make deposits.

I sent over several documents.. bank statements passports bills.. I sent them everything for them to reject it. Even though I had a pending withdrawal of £1000. Ironically.. after I proceeded to carry on playing with the funds (no function to not cancel the withdrawal) and once my funds had been used. They ironically accepted my documents as a ‘one off’.

Secondly they broke their terms and conditions as it stated a £1000 a day withdrawal limit but you can’t withdraw a £1000 per day. I was told by a chat member that it was per pending transaction.

Inalso believe that there systems prevented me from winning as every bet I placed I would lose so I lost the money.

i have asked them for a refund of all my deposits as they have treated me like muck and prevented me from withdrawing all of my money: to which they have closed my account and blocked me.

please help.

Dear misscoups88,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing. To assist you better, could you please provide some additional details about your situation?

• What is the current balance in your casino account? Have you lost all your funds during regular gameplay?

Please note that identity verification (KYC) can take several working days to complete. Many online casinos only require KYC after a withdrawal request has been submitted. While I understand that waiting for document approval can be frustrating, it is the player's responsibility to avoid canceling pending withdrawals and continue playing, as this can result in the loss of funds.

Regarding your losses, it’s important to keep in mind that casino games are based on luck. Sometimes you win, and other times you may not. I recommend reading our article about Payout Ratio (RTP) and Variance for more insight into how these games work: https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have any additional information or evidence to suggest something unfair has occurred, please forward it to me at your earliest convenience at veronika.f@casino.guru. Unfortunately, without evidence indicating a violation of fair play or a failure in the casino's procedures, we cannot take further action at this time.

Additionally, we are only able to mediate deposit refunds in cases where self-exclusion has failed due to gambling addiction.

If there is anything else I can assist you with, please don’t hesitate to let me know.

Best regards,

Veronika

Thank you.

what I am trying to say is.. once I had a withdrawal in place I sent over the relevant documents and waited accordingly for them to reject everything that I had sent..

I sent them passport.. bank statements as I did not have a utility bill.. they then rejected it and I then sent them over a sky utility bill (as I realised after) for them to reject it..

ironically once the funds had been spent they miraciously accepted the documents saying that they would accept them first hand.

I also don’t believe like I explained the terms and conditions are correct as they state £1000 per day.. £5000 per week.

i had a balance of over £4000 and wasn’t even allowed to withdraw it. As when speaking to a chat member they said it’s £1000 per pending transaction. Surely that’s misleading?

i am with gamstop in England and didn’t know if that would have any stance? They have treated me really unfairly as I would of got my withdrawal first hand and then they proceeded to say once they approved my documents.. we may need more documents.

i feel that they do this to prevent people from being able to actually withdraw.

i do have a balance in my account but they have closed my account.

thanks for your time:

I understand your concerns. However, verification issues can occasionally arise, and it’s important to note that the KYC process is typically a one-time procedure. If any complications occur, it’s always better to avoid playing with a canceled withdrawal request and instead reach out to a third-party mediator for assistance with verification. Unfortunately, once the balance is lost due to gameplay, we cannot ask the casino to refund it.

Could you please clarify what the balance in your account was when the casino closed it? Additionally, kindly forward all communication between you and the casino that led to the closure of your account to veronika.f@casino.guru. Thank you for your patience and cooperation.

I think my balance was around £1058.00 when I closed it. I asked them to refund my deposits because of the issue that I was not able to play all of the games.

as soon as I did that.. they suspended my account and then when I tried to contact them they closed my account.

i have emailed them everyday since Saturday and had no joy and no response.

it’s disgusting and I also found out they have no licence anymore.

Thank you for your reply. However, I have not received any emails from you. Please forward me the communication I asked you for in my previous reply at veronika.f@casino.guru. Thank you for your cooperation.

Dear misscoups88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.