NationalBet Casino - Pelaajan tili on estetty nostovahvistuksen vuoksi.

I have deposited a few times and when I try to withdraw they make you wait a few days then expect you to verify, I am unable to do it so they blocked my account and don't reply

Dear B1DD1NG29,

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 specify why you are unable to verify yourself?

Could you please advise which documents you have already provided and 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? 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have sent numerous documents also a copy of my bank statement, I have sent my mobile contract and also my payslip all which have full details, they say I need to confirm my address which I have done so on numerous occasions now they don't reply

I sent all the documents before Christmas and few times, they send an automated reply saying to confirm address on one of them which i have done, even my payslip and a o2 mobile statement

This is latest email, then they now ignore me

Dear B1DD1NG29, have you provided the casino with the document requested in the latest email?

Have you made any successful withdrawals before? 

Did you accumulate your winnings with or without an active bonus?

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

I now can't do anything they totally ignore me, have sent a further email [ NO RESPONSE], I can't withdraw and yes the £720 is guaranteed winnings

Dear B1DD1NG29, please respond to all my questions and share your communication with the casino.

Dear B1DD1NG29,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Still no money from the site and no response to emails

Thank you very much, B1DD1NG29, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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 B1DD1NG29, I've reviewed your case, and I'm sorry to learn about your verification difficulties. I'll assist you by reaching out to the casino to find out what can be done once they respond.

Dear NationalBet Casino, I would like to involve you in this discussion to help resolve the player's complaint. Could you please provide more details about the case? Specifically, can you clarify why the submitted documents were not accepted as proof of address?

I look forward to your response. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Best regards,

Natalia

Thankyou, not sure if they will reply, I sent numerous documents, but they still ignore me

Hi, the player has been refunded his deposits. The account was closed after chargeback and legal unjustified threats. He was another 320.24 GBP winnings that can be withdrawn when is fully verified and 6 months passed from last deposit after chargeback threats,

As he showed in the screenshot we asked and was not provided.

We have received an update from the relevant department and would like to inform you that, as part of the verification of your details, additional documents are required. Specifically, we kindly ask you to send us an apostilled poa/utility bill.

I never threatened them, can't verify the account will just leave it

we have the emails with all threats

Oh well, it's been dealt with my bank , thanks anyway

We have refunded all deposits so nothing to be dealt

Dear NationalBet Casino, could you please clarify the timeline a bit? When the player threatened you with a chargeback? Do I understand correctly that it wasn't initiated as you blocked the player's account right after the threats and refunded the deposits?

Please, clarify if after the account was blocked the amount of £320 remained in the player's balance. So at the moment, the player can still provide you with the requested documents to unblock their account and submit a withdrawal request?

You are welcome to send any supporting evidence to my email at natalia.b@casino.guru.

Dear B1DD1NG29, please, specify if you have successfully received the deposit refunds from the casino (if yes, when and in what amount).

The threats was before. The amount is till in the balance. If player becomes fully verified ,he can withdraw 6 months after his last deposit.

Dear NationalBet Casino, please specify the list of appostilled proof of address documents you accept.

Dear B1DD1NG29, I'd appreciate it if you responded to my last question. Please also specify if you have any other documents to prove you'd address except a bank statement, O2 statement, and payslips.

utility bill apostiled

Dear B1DD1NG29,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.