NationalBet Casino - Player's withdrawal is delayed due to repeated KYC requests.

Deposited 500 euros - bet on sportsbook and table games - 850 in account

tried to withdraw and got asked kyc, every time I send something they ask for more….

have so far sent

• passport
• card I deposited with numbers blocked
• driving licence - has current address
• utility bill
• bank statement
• phone bill
• selfie with d licence and their account logged in behind (not even logical)

Dear cmhxsns84g,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

forwarded you all correspondence, i have sent them now:

Passport

Driver’s licence with current address

Gas bill

Bank Statement

Phone bill

And, at your request, a selfie holding my ID in front of a computer screen logged into my Nationalbet account — which is a highly irregular demand

I understand the importance of KYC, but i have more than fulfilled the required level and yet they still block my ability to withdraw and send holding messages or ask for more documentation

Dear cmhxsns84g, have you provided the additional documents that the casino requested?

Do you have any updates on the verification?

Yes, every time they just come back and ask for more thing

they are now asking me for source of funds and apostilled bills - which isn’t even a thing in the UK and would cost money to get

this level of kyc is unheard of and they have over 8 documents now

Dear cmhxsns84g, has the casino come back with any new requests since the last time?

Also, have you provided the source of funds and the apostilled bills they asked for?

getting an apostileld bill in the uk would require me to instruct a lawyer?

these requests are completely unreasonable, abnormal kyc requests.

are you trying to help or not?

Thank you very much, cmhxsns84g, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear cmhxsns84g,

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,

KYC has not been completed as the player admitted above. We asked some documents that are provided

Firstly that response makes no sense? Yes correct I have provided documents.

If you make kyc impossible to complete by rejecting every single document then how can the player complete it?

Dear NationalBet Casino, thank you for your reply.

Dear cmhxsns84g, please submit the required documentation to the casino, as requested. KYC is essential for verifying your identity and ensuring funds are sent to the correct owner, as online casinos cannot physically verify players' identities. Please confirm once you have sent the paperwork.

Have you not read the above? I have submitted over 7 documents already.

To now ask for a tax return is not a normal kyc requirement. Thought you guys were meant to help players, but you don’t seem to have read any of the context….

Dear NationalBet Casino,

could you please specify the documents that you required in verification process? The player is unable to complete the verification process.

In this specific case we have asked apostilled proof of address

Dear cmhxsns84g,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification. In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

1. they already have my passport, driving licence, 3 utility bills, a selfie holding my ID, a bank statement, my card used for the deposit. You have seen this all yourself in the email thread that I shared?
2. an apostilled proof of address is not possible to get in the uk without paying over £100 and instructing a lawyer

Are you telling me you agree that their requests are fair and reasonable? How can you not agree that what I’ve already provided is MORE than sufficient to pass kyc

it is very clearly tactics to avoid paying out a withdrawal. I have provided every single document requested, yet every time there is a new request.

all of this is designed to make me give up, how Do you not see that this is a scam site?

I suggest you look at their trust pilot page to see all the people having the same issue that they do not allow customers to withdraw funds. Uk.trustpilot.com/review/nationalbet.com

Dear NationalBet Casino,

could you please clarify why do you require the apostilled proof of address from the player? Is there any specific reason for that?

Yes that we cant disclose.

This casino needs to be on your black list so other players do not get scammed! If you check their review site this is their typical pattern they make kyc request after kyc request until the player cannot submit anymore so they can keep funds.

it is completely unheard for a legitimate website to make these sort of requests for apostilled documents after already receiving 7 legitimate things. you need to make sure other players do not fall into their scam.

i have already reported the url and practice to the appropriate web servers who are already taking the steps to have their website removed.

The reason they cannot disclose is that they steal players money.

The holding company is a money laundering operation. The company behind it is SML SaveOperations and it is run by a known criminal called Michalis Kkaili who hides in Cyprus.

if he came to the uk he would be arrested.

The player is extremely offensive and saying invalid things ,please reject compliant immediately and from now our legal department will handle the case

Uk.trustpilot.com/review/nationalbet.com

im not the only one saying it.

release my funds or i will continue to take action

Dear NationalBet Casino,

If you prefer not to share apostilled proof of address publicly, please email the explanation to jana.k@casino.guru.

Dear cmhxsns84g,

I understand your frustration, but offensive language is unacceptable when communicating with the casino. Please bear in mind that casino is holding your funds and this kind of communication will not help to resolve the complaint.

Why would i pay £90 to apostille a bill when they have already rejected 8 different valid legitimate kyc submissions that any legit place would accept.

if you google Michalis Kkaili you will see he is a known criminal that Interpol are trying to catch, not really offensive to share what’s public knowledge.

its very important you blacklist nationalbet so other players don’t have the same experience

the authorities are already shutting them down, and I’ve already accepted I won’t have my funds returned by a criminal enterprise

Michalis has already changed his name on trust pilot to royal fortune, that is another one to blacklist.

notice the same reviews https://uk.trustpilot.com/review/royalfortune.co

Michalis is a thief and wanted by police

@casino guru ,please close the complaint as we will pursue legally against this player for damaging our reputation with invalid things

https://uk.trustpilot.com/review/royalfortune.co

read these Michalis. You own this company as well.

Dear NationalBet Casino,

Please explain why you require an apostilled proof of address and send the explanation to jana.k@casino.guru. Failure to cooperate will result in the complaint being closed as unresolved, potentially impacting the casino's rating.

Hi,

This is our policy and referred in terms

There is no where in your terms about apostilled documentation.

as all the reviews say, you make it impossible for anyone to withdraw their funds.

this casino needs to be blacklisted so other players don’t get their funds stolen

They are not cooperating at all

they cant even spell about us, that is how amateur you are Michalis

show me where it says this in your 'terms' how obstructive you are being says everything

https://uk.trustpilot.com/review/nationalbet.com - worth noting when you click the link they have changed trust pilot to royalfortune to try and hide the bad reviews, which is why safety index has gone up, again it is hiding the truth from players. yet more shady tactics

theyve changed the name to https://uk.trustpilot.com/review/nationalbetcasino.co.uk - to try and hide all the bad reviews, awful

you can clearly see all the 5* reviews from april 8th and 9th are fake

Dear cmhxsns84g,

I have tried to contact the casino repeatedly but had no success. 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 Curacao Gaming Authority (https://www.gamingcontrolcuracao.org/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana