NationalBet Casino - Player’s winnings haven’t been received yet.

I placed a bet on the grand national. I backed some losing horses but I also backed Nick Rockett. I won £155. I was delighted and that with £10 on my account I went to withdraw £165. I was rejected to verify. Over this week I have sent them my passport, gas bill, phone statement, disability benefits (pip), HMRC letters, council letters, a selfie with my laptop in the back ground logged into my account as well as front and back of my bank card. In the interim I was playing with free spins only that weee being gifted as part of my registration. My balance increased to £177. I STILL couldn’t withdraw. They then asked for tax documents which being on disability benefits I don’t have. I believe from others their next step woild

be an apostille bill. I have emailed support countless times ans been told speak to kyc. I emailed them and either get ignored or get told it’s t&cs which I can’t read cos they aren’t available on the mobile page. I’ve exhausted all options. £177 to a guy on disability is a lot of money and they are simply not Going to pay me.

Dear Nickrockett,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello definitely been a misunderstanding. It’s not that the withdrawal is slow. It’s that they won’t let me withdraw at all. I’ve sent you screenshots of repeated rejections. They’ve seen my passport, utility bill, front and back bank card, selfie with laptop logged into account in the back ground. I’ve also sent government documents like dwp and HMRC. They’ve now demanded tax returns which as a disabled guy I can’t have. I’ve explained all this to them and my emails go ignored. If I am lucky enough to get a reply it’s for more every more complicated totally unreasonable ID.

as of this morning 12th April they’ve rejected a withdrawal attempt again and they’ve now BLOCKED me from withdrawing at all! I hope we can speed this process up I’m so angry that’s a

lot of money for me.

Just summarising exactly what I’ve sent them for kyc

• passport
• gas bill
• front and back bank card numbers obscured
• o2 statement
• pip disability letter
• council address verification letter
• hmrc national insurance document
• selfie with laptop logged into account in background
• selfie with passport
• selfie with bank card
• loan completed statement
• bank statement
• screenshots proof of deposit amount (£50)

they then asked for tax return document. I advised on disability benefits this isn’t something I have. They have blocked me now from withdrawing and no longer answer emails at all. I have advised them I raised the complaint with you. I’ve offered to just refund the deposit. Or just pay me the actual bet winnings and forget the Free spins. No replies.

I’ve asked for mutual agreement before you step in and no replies. I believe their next steps would be an apostille bill which I’ve looked into and can cost near £100 and I don’t believe to be necessary.

Emailed nationalbet support and kyc the following yesterday 13/4/25

Hello

Again I reach out to see if we can reach agreement before casino guru step in. I’ve summarised for them exactly what I’ve sent you in terms of identity documents which is quite extensive (see the attached). 

In summary to you I made a deposit of £50 and played a few different bets in the grand national. All lost except Nick rockett who won without any questions. 

£50 deposited. 

£165 on account after winning bet 5/4/25

£178 now on account as of 13/4/25 with free spins. 

An amicable agreement is preferable. Could you reply and we can discuss a refund/withdrawal of one of the above amounts to draw this saga to a close. I don’t believe either party ignoring things is helpful or going to provide a resolution. Open discourse is better all round. 

Nick

I’ve also asked about complaints procedure and they haven’t got one/ignored me.

I’ve also asked to read terms and conditions got told to read them on computer rather than mobile. Still no terms and conditions available. Asked again to see them and was ignored.

Repeatedly asked for a mutual agreement on resolving this and been ignored.

Got this reply off them just now.

note: still haven’t seen these terms and conditions despite asking.

My reply is also attached here as a screenshot. I sent them proof I get disability benefits as a source of income

Dear Nickrockett,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No withdrawal has been allowed. I am still totally blocked from even trying to. I can still access my account I just can’t attempt a withdrawal.

approx 5 days ago I sent them proof I am disabled and medically unable to work, and proof of benefits coming in. They accepted these in place of tax returns as this isn’t something I will ever have.

This makes the list of various things I’ve sent them as proof of ID up to about 12/13 I believe.

I reached out to them by email this afternoon to ask if they had any word on if they would allow my withdrawal. But as yet no reply. I do appreciate it’s Sunday and Easter.

As I predicted despite now having THIRTEEN ID documents they have now asked for an apostilles bill. Which isn’t something that should ever be needed and I don’t believe it to be a legal requirement.

at this stage I believe national bet are just making things as hard as possible. I have made them aware of this complaint being open now.

Thank you Nickrockett for all the information provided so far. I will now forward your complaint to my colleague Jana (jana.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Nickrockett,

 

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

 

Now I would like to invite NationalBet Casino representative to join this conversation and participate in the resolution of this complaint.

 

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

 

Thank you in advance for providing the information.

Hi,

We asked the player to wager 100 GBP more in normal odds as he deposit 50 GBP and we have an AML rule (included in terms) saying that players must wager 3 times his initial deposit before his able to withdraw.

Also we asked an apostilled document as it is in our discretion to ask it is some cases.

Nobody has ever asked me to wager any excess. I put on £50. I played £50 bets on the grand national and one one. Nick rockett. So I played my fill balance.

o have over the weeks sent THIRTEEN bits of ID including but not limited to passports, bank cards, British Gas bill, proof of incoming, proof of disability, loan letters, phone company letters,

selfies with my account on my laptop in the back ground, selfies with my passport and for good

measire I sent a selfie with my bank card.

quite frankily this apostilled bill ontop of all this is preposterous.

i have no desire to upload any more money or play anymore as I haven’t even got my grand national winnings.

you persistently cite terms and conditions which I’ve asked to see multiple times and no one has ever ever let me see them. I have sat with a friend who made an account and still couldn’t see the terms and conditions on joining.

Now of all a sudden you say I’ve got to

waher 3x my initial deposits again no one mentioned that and I’ve seen no proof all this time.

at this stage I firmly believe you never have had any intention of paying what I am legally owed after wagering %100 of my deposit. I also believe you make up your terms and conditions to suite because we never ever see them.

I am however wiling to offer a compromise.

there is currently £223 on the account. If you forget the apostille bill and allow me to withdraw winnings I will wager £100 on slots or horses.

but I want a guarantee that after wagering £100 I am allowed to withdraw whatever is left £123 lower or higher. Without any further issues. I believe that’s fair.

Dear  NationalBet Casino representative,

please explain why you require an apostilled proof of address from the player. It would cost the player additional funds. Please keep us updated so we can resolve this complaint.

Hi,

It is part of our policy and the document provided did not pass our KYC tool

You now claim documents don’t pass kyc. You are persistently changing the goalposts.

first I need to wager more and have an apostille bill. Now documents didn’t pass kyc which I do have email proof NO ONE HAS EVER TOLD ME.

given that the documents an official uk passport, a standard British Gas bill, as well as copious amounts of photos are all matching and confirm validation with each other. The only difference being my passport I don’t have my glasses on purely because HMRC request we don’t wear them.

admit it. You have no intention of honouring the payment. I’ve offered a compromise which you’ve ignored. I’ve repeatedly asked for terms and conditions which you’ve ignored. Now you have pulled out 3x wagering and not passing kyc out of your backside.

you’re a company of liars and scammers. I know for 100% fact my kyc is fine. You’ve had the same documents as william hill, mystake, donbet and velobet all of whom have no issue.

you are purposely lying and making false claims. I appreciate the efforts of casino guru but i am of the firm believe you’re scamming people and my strongest recommendation would be casino guru alert people to NEVER use you’re scamming site.

Dear NationalBet Casino representative,

I would kindly ask you to explain in detail why you require apostilled proof of address and what is the reason that the player didn´t pass the KYC process. Please email it to jana.k@casino.guru

I had emailed casino guru asking again to release the money and allow me to withdraw as this would allow me to get my electric wheelchair repaired. They repeated an apostille bill is necessary (no mention of any other allegations/lies made here. Very Cold hearted. I have seen the following back :

I hereby formally request a full copy of your terms and conditions. Which I’ve been asking for, for some time and been ignored. 

I also would like a full explanation as to why this apostille bill needs to be obtained after you have seen an official uk passport, a BRITISH GAS bill which doesn’t get any more official, bank cards, photos, selfies, other legal documents etc etc. the list goes on. 

During conversation with casino guru your rep alleged one of my kyc documents has failed - id like to know which one. As all have been used in other companies without issue. If indeed one has failed I’m curious as to how and why so I feel under gdpr it’s my right to be told which and how. 

Again I want a copy of your terms and conditions. You cite them so freely but I’ve yet to see any. I have advised casino guru of this and the fact I at with a friend who opened a new account and STILL couldn’t see terms and conditions. 

You’re engaged in lies and cover ups and I want to see these so called terms and conditions that back up your allegations. 

In summery I expect to see sent to me asap:

1. You’re FULL terms and conditions. 

2. Which of my kyc evidence has failed and why. 

3. The legal precedence for an apostille bill. 

Failure to send this information will be considered withholding evidence and breach of my rights to access information under gdpr regulations. 

I’d also AGAIN ask to escalate a full and formal complaint to somebody senior. 

Please note for your information A copy of this will be added to the casino guru complaint thread. 

Nick. 

The provided POA did not pass the check in our AML/KYC tool. Also we refer in terms (that player accepted in registration) that we may ask additional documents

It should be noted that as well as the BRITISH GAS BILL. I also sent 5/6 other documents with POA.

also I’ve been asking to see these alleged terms and conditions for 2 month.

I also want to make an escalated formal complaint to the company for not making anything clear before bets are laid. And have yet to receive a response.

It is mentioned in terms that additional document may be requested in order KYC to be completed

Dear national bet

as I have stated multiple times you keep repeating terms and conditions and I’ve been asking to see these terms and conditions for 2 month. You have yet to send me a copy.

you also haven’t stated why my there was an alleged failure of kyc - odd considering the same docs are accepted everywhere else.

i am also being prevented from making a formal complaint as is my right.

I’d also like to know why you request a document that would cos me to get and given that I’ve proven to you I’m disabled would be nigh on impossible for me to get. Especially when you’ve seen over THIRTEEN other documents.

I standby my statement that you are a bunch of thieves and scammers and have no intention of paying out.

I ask formally again to send me a copy of these alleged terms and conditions and I want an email to make a formal complaint.

Dear NationalBet Casino representative,

Since you haven't justified the request for an apostilled proof of address, despite the player providing sufficient KYC documents, we're closing the complaint as unresolved. This request is unusual and would incur unnecessary costs for the player.

Dear Nickrockett,

I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake authority gaming – an alternative dispute resolution service (https://gamingcommission.ca/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Kahnawake Complaints Authority itself (complaints@gamingcommission.ca). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana

Not sure why this was reopened but I have contacted kahnawake complaints authority.

Dear Nickrockett,

The casino has requested to reopen the complaint. Their representative stated they will reconsider verifying your account without apostilled proof of address.

Yes exactly and we explained the reason,thanks

Dear NationalBet Casino representative,

the player has provided the casino with following documents:

As he has provided you with the original utility bill, we kindly ask you to pay the winnings to the player.

HI,

The POA as explained it did not pass the AML KYC tool, thats why we asked apostiled

Except that the player has not completed the 3s deposit AML rule we have .He has to wager 100 GBP more.It is referred in terms

He have informed the player multiple times but intentionally ignore it.It is included in the terms that accepted during registration

To be fair if you read the thread further up here I offered to wager £100 more on slots or horses. But I wanted guarantee I could 100% withdraw whatever remains.

It is two separate requirements as we explained.

But in order to be left the kyc ,the wagering must be done

Well as I’d like us all to be able to replace this amicably as a show of good faith when I get settled shortly I will wager £100 further on slots or horses. That will be done this morning to show good faith.

As promised. Required amount maybe even a little extra has been wagered as a show of good faith.

we have explained what is needed in order the withdrawal to be completed, thanks.

Jana. Casinoguru.

I don’t think we’re going to get anywhere further sadly. The money would come in handy to go towards wheelchair repair but I don’t think nationalbet have any intention of releasing the funds.

I’ve just sent yet another letter this one being an official NHS letter addressed to me. So we can add that to the long list but I think we won’t get any further sadly.

thank you for your efforts and I’ll stand by my original thought that players should be warned off from ever using nationalbet.

Dear Nickrockett,

what is the current pending balance? I will try my best to resolve this complaint.

Dear NationalBet Casino representative,

please be specific and explain what is needed from the player´s side to complete KYC. He delivered more than is required and even the proof of address has been sent to the casino.

Balance now £125.40.

Letter from Barclays Bank and Tesco bank both address to me personally. Both arrived this week photographed and submitted to nationalbet Kyc.

Jana.

I don’t know what you did or how you did it but I can’t thank you enough. Yesterday I got an email that a manager has authorised a one off withdrawal. I’ve requested the balance withdrawal and it’s been approved and just a matter of time now before it hits my bank.

I cannot thank you enough as I’ll be able to order a new control unit for my wheelchair.

Dear Nickrockett,

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,

Jana

Casino.Guru