The player from Norway had his account closed after completing an extensive KYC process, which included providing various documents. He received a message stating a violation of terms without further explanation, despite having been careful with his gameplay and not using bonuses. After reviewing the situation, it was concluded that the Complaints Team could not adequately interpret the casino's investigation results or provide a resolution. Therefore, the complaint was closed without further action.
NationalBet Casino - Player's account has been closed without explanation.
Closed
Our verdict
Other
Amount: €4,700
NationalBet Casino
Safety Index 2.4 Very lowCase summary
Discussion
Public
Public
1 year ago
Requested a withdrawal. Then I went through an extensive KYC process:
ID, address confirmation, selfie with computer in the background, tax report, apostilled utility bill.
Yesterday I took time off work to go to the local court house (paying about €30) and county governor to get the utility bill apostilled. Today I got a message saying this:
"We would like to inform you that a violation of the terms and conditions has been detected. As a result, your account has been closed."
That is it. No further explanation provided.
I have provided all documents requested in the KYC process. Furthermore, I cannot see how my gameplay has been subject to any violation. I am very careful to only use 5G network and not to use public WiFi or anything like that, to make sure I do not get any issues with IP-addresses. I have not used any bonuses, so bonus manipulation accusations are out of the question. I simply cannot see how I have violated any of their terms.
Regards,
Thomas
Public
Public
1 year ago
Thank you for your reply, ThomasMa. I apologize, but if you have only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
