The player from Greece's account with nabcasino became inaccessible after he registered a second, unused account. Customer service advised him to request the closure of the unused account, but despite his efforts and emails, his active account remained closed without resolution. The Complaints Team reached out to the casino, which acknowledged multiple accounts associated with the player and offered to release $88, although the player initially calculated a different amount. Despite the casino's willingness to refund, communication ceased, and the complaint was ultimately closed as unresolved due to the casino's lack of response and failure to honor the agreement.
Nabcasino - Player’s account has been closed.
Black points: 100
Amount: $88
Nabcasino
Safety Index:Fresh casinoSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.5
Nabcasino is a new online casino, which makes it more difficult to evaluate it. Based on our current findings, it has a Safety Index of 6.5. Explore this casino’s Safety Index
Unresolved
Our verdict
Delayed payment, status unknown
UNRESOLVED
Case summary
3 weeks ago
Public
Public
2 months ago
Translation
On 30/1/2025 I opened an account with the company nabcasino. After playing for a few days my account became inaccessible. After I contacted customer service they told me that I had another account. The truth is that there was a second account in my name which I had created several months ago and which I had never used. I had not made a deposit nor had I received any bonuses nor had I verified. I had simply registered and forgotten about it. The company's customer service told me that they actually saw that the first account had not been used at all and suggested that I send an email to with which I will request to keep the Account that I have made a deposit and have played active and to cancel the old one that was never used along with any identification documents. I did so but to this day the account remains closed and I have not received any response to the emails I send regarding when my account will be reactivated.
Automatic translation:
Public
Public
2 months ago
Hello aofsampali,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nabcasino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
Public
2 months ago
Translation
I don't know where the process is, I sent the documents via email. The live chat doesn't work since you are not logged into your account and emails go unanswered. The last time I spoke with them was on 2/2/2025 where they advised me to send the email I mentioned. Since then I have had no contact despite the emails I have sent.
Automatic translation:
Public
Public
1 month ago
Hello aofsampali,
I would advise to wait out the 14 days recommended period as the casino may reopen your account after the verification process.
In case it will remain closed or you won't receive any response from the casino, we will try to intervene.
Let us know in case of any update.
Regards,
Nick
Public
Public
1 month ago
Translation
The 14 days have passed. I tell you that I sent the papers on 2/2/2025, now we have 2/22/2025
So 20 days have passed.
Automatic translation:
Public
Public
1 month ago
Thank you aofsampali for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
1 month ago
Hello aofsampali,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Nabcasino to join the conversation.
Dear Nabcasino,
Can you please let us know why the player's winnings were not disbursed to them? Additionally, what happened to their casino account? If the information is not suitable for public disclosure, please forward it to me at michal.k@casino.guru.
Public
Public
1 month ago
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.
Public
Public
1 month ago
Dear aofsampali,
I have successfully reached out to the casino team. They informed me that there are actually more accounts associated with your name, suggesting that you may have opened more accounts, not just "two."After examining your most recent account, I found that the balance is $88, not €120 as you inserted in the disputed amount, and the casino is prepared to release this amount ($88) to you. Kindly share your USDT wallet address.
I am currently awaiting confirmation from the casino team regarding whether you will be permitted to maintain a single account, so we will keep you updated.
Public
Public
1 month ago
Translation
I have opened 2 accounts but logically they would have informed you that I only deposited in one. After all....I calculated the amount based on a pending sports ticket that I thought was a win. I agree to receive the 88€ and close the complaint as resolved, just tell me where to send the address of the usdt wallet
Automatic translation:
Public
Public
1 month ago
Dear aofsampali,
You are welcome to share your USDT wallet in the complaint thread. I can make your post private, or if you prefer, you may send it directly to my email at michal.k@casino.guru.
Public
Public
1 month ago
Dear aofsampali,
Thank you for your response. I've already passed this information along to the casino team. If the funds haven't reached you yet, I believe they will be arriving soon. Please keep me updated once you receive them.
Public
Public
1 month ago
Dear aofsampali,
I have "nudged" the casino representative when the funds will be disbursed to you. I hope to provide you an update soon.
Public
Public
3 weeks ago
Dear aofsampali,
Although strictly technically speaking, the casino could take the action of forfeiting all the funds because of the rule violation you did by opening multiple accounts. However, the refund of the $88 was made on their own initiative. Sadly, they have stopped responding to my messages, nor have they confirmed that the refund was disbursed from their side. This approach is not in line with the fair practices we expect from reputable casinos. Once an offer is made public and agreed to, it should be honored. Regrettably, this does not seem to be the case here. Because of this, I will now proceed to close this case as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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.
I strongly advise you to read the terms and conditions of any casino you choose to register in and follow these rules to avoid situations like this in the future.
I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
