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Delayed withdrawal and excessive verification demands

I requested a withdrawal of £700 from my NationalBet10 account on 26/6/25, after already passing full ID and verification checks. I had previously deposited and successfully withdrawn £250 without issue, using the same documents.

However, this time, they began demanding additional and increasingly unreasonable documents, including now asking for an apostilled proof of address. I rent my property, and my bills are included in the rent, so I do not have utility bills in my name — I have explained this to them several times.

Their support team refuses to explain why my original documents are no longer acceptable, nor have they cited any regulatory requirement for this apostille demand. They simply repeat vague messages and have delayed the withdrawal for nearly a month.

I believe these are intentional stalling tactics designed to avoid paying out legitimate winnings. I am also now receiving spam messages from other gambling sites quoting my name, which raises serious concerns about how my personal data has been handled.

I am requesting your assistance in having my withdrawal processed without further delay. I am happy to provide all previous correspondence, screenshots, and documents on request.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you're facing.

Please understand that the KYC (Know Your Customer) process is a crucial and legally required step during which the casino ensures that funds are sent to the rightful owner. Since online casinos cannot verify players in person, document-based verification is the only way to confirm identity and prevent fraud. All serious and licensed casinos treat this process with the utmost care, and it may take a few working days to complete a thorough review.

To better understand your situation, could you please clarify the following:

• Which documents have you already submitted for this additional verification, and when did you send the most recent one?
• Do you have an official rental agreement or any contract with your landlord confirming that you live at the stated address and pay rent?
• Have you entered this rented address in your casino profile?
• Which of your submitted documents are still pending verification?

I hope we will be able to help you 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.

Photo of passport 

Selfie of my holding passport with account in the background on my laptop 

Photo of my account on my laptop 

Bank statement pdf with address on 

Photo of debit card with part of long number and cvc blanked out 

Phone bill with address 

Council tax bill 

Last sent proof of ID was 14/7/25.

Company have asked for various forms of ID which I have sent.

We likely have the rented agreement somewhere but we’ve lived here for 3 years so not sure where it would be & yes this is the address listed on my account.

The company at purposefully stalling and trying to hardball me out of my money

They now ask for an apostilled proof of address which will cost a substantial amount of money for me. This is not fair and I have corresponded with proof of address via phone bill & council tax bill

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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.

Hello Gulagwinner96,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the NationalBet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain your point of view? Is there a particular reason for such a detailed verification process? Are there any issues or suspicions related to the documents provided by the player? Alternatively, can you give us a viable alternative to the apostilled proof of address? I am not entirely sure this is a reasonable request and would personally propose a verification call, which could be a viable substitute.

I have just received the following email from Nationalbet.

"As we have informed you before per our company’s terms and conditions, the appropriate department required the submission of the document we have informed you in previous messages.

Your prompt attention to this matter would be greatly appreciated.

Please send us the required document in order for us to forward it to be reviewed.

 Thank you for your understanding and cooperation."

I find this lazy and insulting to still continue to demand unreasonable forms of identification after over a month of withholding my funds. Please can you escalate this matter and help me as I am at my becoming more frustrated as the days go on.

It is clear this company want to scam me out of a substantial amount of money. Hard balling and trying to pressure me.

Just know I will not give up my case.

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.

Are you able to give any advice on this if they choose not reply?

I am out of £700 and obviously very frustrated that this casino have treat me this way

Hello Gulagwinner96,

in case we do not receive a response, your next best step would be contacting the license authority. I think this is still premature however.

I have tried to find their licensing authority and ADR provider but they have ignored my emails. I last sent an email on the 8/8/25 yet they choose ignore me & continue to make things difficult. I really hoped CasinoGuru could help me here.

Dear Gulagwinner96,

unfortunately, the casino has indeed closed. However, we are extending the timer again, as we want to try one more way to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Yes they have scammed me out of £700. I’ve now relayed this to my bank to chase. I could be at risk of identity theft too so please never use a site like this EVER

Dear Gulagwinner96, 

I am sorry to confirm that since we haven’t received any response from the casino or its previous representatives regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Sadly, I couldn't be of more help, I can only try to encourage you to try to explain this situation to your bank.