NationalBet Casino - Player’s withdrawals are delayed due to verification issues.

Hi

I won on this casino a long time ago.

Did selfies with computer with loggin account in the background and ID, first denied but then when i made one they accepted they just ask for other stuff.

Asked me for tax return, i feel thats redicules but anyway i submitted it to them.

And after i sent that they tell me the utillity bill(that have already been accepted byt them earlier) need to be apostilled(taken to a lawyer=.

I fell like it does not matter what i do they will just find something else redicules to ask from me.

So i come to you casino.guru, what should i do?

Dear vingrom2023,

Thank you very much for submitting your complaint.

I'm sorry to hear about the difficulties you're experiencing with the casino's document requests. It sounds like the process has been quite frustrating and the repeated requests for additional documentation are confusing.

To better understand your situation and assist you effectively, could you please provide some further details?

• Did the casino clearly explain why your utility bill now needs to be apostilled, and what specific requirements they are referring to?
• Besides the selfie with your ID and the tax return, were there any other documents requested?
• Did you reach out to their support team regarding these repeated requests, and if so, what was their response?

If you have any related communications, emails, or screenshots that could help shed more light on this situation, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Well utillity bill and id pictures was already accepted, i made a withdraw and then they request this extra selfie with logged in account in the background, i failed this picture a few times since they being overly picky with the picture even though its obviosly me in the picture and my account in background.

After i Finally get that selfie accepted they ask for tax return, i knew already they just trying to be annoying and stall but whatever i send the tax return.

And when they got the tax return they say my utillity bill have to be apostilled and i think its also obvious thats just stalling.

I will forward the email conversation with them, I had to remove some of the pictures i had sent because the email could not be bigger than 25mb when forwarding it to you.

Hello any updates?

Hi vingrom2023,

It is our firm position that a casino should request all required documents at once, along with clear instructions on formats, acceptable file types, and any certification needs. Continuously asking for additional paperwork only after earlier submissions have been accepted—particularly without justification—creates unnecessary delays and uncertainty.

• To help us address this properly, could you clarify what explanation the casino provided when they suddenly asked for your utility bill to be apostilled? Did they reference any specific regulatory requirement or clause in their terms and conditions?
• When they requested your tax return, was there any indication why this was necessary after your ID, selfie and utility bill had already been verified?

Thank you in advance for your reply.

No not really, just asked for more. I have forwarded all the emails earlier did you get them?

No just said they need tax return i think

Hello whats going on?

Thank you very much, vingrom2023, 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 your issue is resolved to your satisfaction in the near future.

Dear vingrom2023,

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 have asked since April 15t apostilled proof of address as the one provided did not pass the KYC tool.

 Dear NationalBet Casino representative,

could you please explain why had the casino suddenly asked for player´s utility bill to be apostilled? Why was the player´s tax return necessary after his ID, selfie and utility bill had already been verified?

Because the one provided did not pass our AML/KYC tool and it is part of KYC to ask spurce of funds after some indications

This is just made up, I can provide a newer electric bill and I can also send it to casino.guru so they can see you just making up reasons to stall.

There had not been any request for proof of address document until after I provided the selfie(that they rejected 3 times) and after the tax return they asked for.

So there was severall months in between they asked for proof of address and they said it need to be apostilled.

in order kYC to be completed we need the requested documents

 Dear NationalBet Casino representative,

Why is a notarized proof of address required from the player? Please clarify it or send the explanation to jana.k@casino.guru. It is not a usual way and it would cost the player additional money to pay to retrieve such document.

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.

we have replied in the email

 Dear NationalBet Casino representative,

Are there alternative documents players can submit for KYC verification?

Official governmental document

Dear  Dear NationalBet Casino representative,

please be specific what kind of government-issued documents will you accept for verification?

it depends per country, something that is issued by public authorities and can be cross checked the genuity

Hello vingrom2023,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

 Dear NationalBet Casino representative,

the player has provided you with all the necessary documents. He comes from Norway, please define which other documents are necessary to fully verify his account.

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.

We would like to inform you that the competent department has requested the submission of a Utility Bill with Apostille. The client was informed via email, however, we have not received any response to date

Hello vingrom2023,

could you please provide the casino with the above mentioned document?

So I have to go to a lawyer and have them apostille an electric bill?? How redicules is this even?

I can send a totally new electric bill in pdf format because This scam of a casino not gonna pay me anyway so I will not go and pay a lawyer to do something that is totally not needed.

I have already sent so many different documents and wierd selfies with computer in the background and then my tax return and that is even redicules!! My tax return to play a casino??

And after I send all these picture of selfie infront of the computer and that failed 2 times also they refused to accept perfectly good selfies of me, and after that need tax return, i fix the tax return all of a sudden my address document that i uploaded weeks before this need to be apostilled???

Why are you helping this casino with their totally unacceptable behavier?

Apostilled utillity bill? I could understand if there was some importand ID document etc but my electric bill? and this after weeks of them saying nothing about the electric bill.

Hello vingrom2023,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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