NationalBet Casino - Player’s withdrawal is delayed due to KYC issues.

I signed up to this account recently and was sure not to accept any promotion/bonus as there are usually unobtainable wager amounts connected to these. I deposited a total of £325 and currently have a balance of £900.

I want to withdraw the £900 but it stated I need to comply with their KYC requirements.

I sent them clear images of my passport as well as utility bill with my address on it dates in the last 6 months.

They have since come back and said tis failed their metrics as the utility bill provided has been modified or is not a legitimate document from the provider. They also said my passport photo was not clear enough. The passport was clear and the utility bill is real.

In the meantime I have read their shocking Trustpilot reviews and seen horror stories of players not being able to withdraw funds through the same KYC delaying tactics, with some claiming they can no longer access their account also. I understand they are regulated but by an Anjouan body which is basically useless.

I am obviously worried that I am now going to suffer the same outcome.

I have sent them more pictures of my passport as well as several different utility bills. It has been 48 hours and I am yet to receive a response, but I am preparing myself for them to say the ID is invalid/utility bills aren't real or something other rubbish, basically anything to stop me accessing my funds.

I see you have been able to help others in the same situation as myself and I would therefore really appreciate your help in resolving this matter.

I have taken many screenshots of my account and have bank statements showing deposits also which I will take to my bank to claim chargeback for atleast the deposits (£325) only if it becomes impossible to obtain my full balance (£900).

I will not be placing any further bets with them and wish to obtain my funds asap.

I look forward to your reply.

Many Thanks

Ben

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, I would like to ask you a few questions:

• Have any of your documents been approved during the KYC verification process?
• Have you ensured that all documents were submitted on time, in the correct format, with high-quality photos where all textual information is clearly visible and easy to read?
• Which documents have you been asked to provide most recently?

Could you kindly forward me the documents you submitted to the casino most recently at veronika.f@casino.guru?

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,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Veronika

Hope you are well and thank your handling my case.

I will email you now with the requested documents/evidence.

Many Thanks

Ben

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

Thanks Veronika.

Jana, I will shortly email you the latest email trail between myself and KYC team.

They are now requesting I send them a selfie of me holding my passport whilst logged into my account.

This is exactly what I was expecting them to do next, as you can see by others that are experiencing the same issues as me with regards to withdrawal.

This is blatant stalling tactics. After sending this, they will no doubt make further invalid excuses, such as the photo isn't clear enough, even though it is crystal clear.

The next step after that they will ask for an apostille document, which is completely unnecessary.

Please can you kindly let me know what your role will be in progressing my case?

I am obviously extremely concerned about the legitimacy of their business and therefore obtaining what is rightly mine, namely the £900 sat in my Nationalbet account.

Many Thanks

Ben

Dear Bcd1989,

 

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.

Hello,

The customer is currently undergoing the KYC process, which has not yet been completed. Specifically, the identity document and utility bill (the utility bill required additional review) were approved after review by the relevant department. On 25/07/2025, an email (with detailed instructions) was sent requesting the submission of a selfie however, to date, we have not received any response from the customer in order to proceed with the process.

best regards

I have complied with everything you have asked for for ID verification so far.

The reason I have not not replied to your latest ridiculous ID verification request is that it is an unreasonable request seeing as I have solely used mobile platform to use the site. I don't own a PC, so tell me how I am meant to take a selfie using my phone whilst also showing my account logged in on my phone screen simultaneously?!

How does that further identify me? It doesn't prove anything that you don't already have.

I have provided passport & bank card details (identity) and multiple utility bills (proof of address). This completely confirms who I am, no other form of identification is necessary.

If you require the selfie ID method from the get-go then why don't you ask for this up front? I'll tell you why, because this is blatant stalling tactics being implemented to stop me from withdrawing my funds, as can be seen in multiple similar cases for other users on this site. You ask for one document, then you ask for another, and another, and another, without any rational reasoning behind it.

How do I know that even if I provide you with the latest identification method, that you then won't ask for yet further ID?

Can you confirm that this will be the end of the ID verification process and I will then be able to withdraw my funds immediately?

How do I know you're not going to make more unnecessary and unreasonable requests for verification?

Dear Ben,

As we have already informed you in our previous emails communications, in order to proceed with your request, we kindly ask you to provide us with a recent selfie, following the detailed instructions we have sent you.

In addition, we will also require a proof of address (utility bill) with an apostille, so that we can complete the verification process.

We remain at your disposal for any further clarification and thank you for your corporation.

Kind regards

Please confirm that once this is submitted as requested I will be able to access my funds. I need this money and this is rightfully my property.

You are already moving the goalposts again. You requested selfie verification which I haven't even provided yet and you are already AGAIN asking for more.

I note others in my situation have done everything that you have asked and you have still not paid out.

Jana - What are you doing to facilitate progress on this case? Please advise.

Dear Bcd1989,

please upload a selfie that was requested. Regarding apostilled proof of address, we already have advised the casino not to ask for it, as it costs the player additional money.

Jana, as I have stated in the trail above, the selfie request is unobtainable.

The request is for me to take a selfie whilst holding my passport whilst showing my Nationalbet account logged in on PC.

I am betting on mobile only. I do not own a PC. Maybe if I had £900 I could buy one!

If I am taking a selfie with my mobile, and I bet with nationalbet on mobile, how am I meant to complete this request?

Dear Bcd1989,

take the best possible selfie you can and if you´re not using a PC, they would have to accept it.

Hi Jana

I have sent their KYC team the selfie with ID as requested.

As above, I can't include my account logged in on a PC on the background as I don't own a PC and bet on mobile only.

Many Thanks

Ben

I have today received an email from their KYC team saying that they have ceased operations and that's it. No explanation of what customers can do to access funds, nothing. You can no longer visit the website and access accounts which means I, and everyone else in this situation have been screwed over.

I will now try to claim back my deposits from thanks under charge back, which is far less than the sum of my account balance.

I would encourage CasinoGuru to ensure that any future operations by this company under new domains (which they will undoubtedly do to continue scamming people) is scrutinized to the highest order and given negative reviews and warnings to prevent damage to others.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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 Anjouan Gaming Authority (https://gamingcontrolanjouan.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