NationalBet Casino - Player’s withdrawal is delayed after account closure.

Hi,

I closed my account due to being a problem gambler on the 9/10/24.

Nationalbet did so immediately but with a balance of £94 in there.

I have since been in contact multiple times and I still haven't received my withdrawal which was processed on the 15th of October after full verification of the account.

The casino ignores my request and never responds. They are not on ypur database. They have since changed websites to their current address and also their emails.

It has been 5 weeks since the account was closed and I have still not received my money I withdrew.

Dear Dt100,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Did you use only the mentioned card for your casino deposits?

Could you send a bank statement showing that the amount was not received by you?

Could you please share your communication with the casino regarding the withdrawal? 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 very much in advance for your reply.

Best regards,

Dominika

My most recent chat. Also I will sent my recent email communication

Most recent emails. They keep telling to contact KYC, however KYC do not respond. Live chat has confirmed the withdrawal was processed. It should not be taking 5 weeks. I have asked for proof countless times but noone seems to provide me with it!

Hi, yes I only used the 1 card for deposits! No other cards or any bank transfers.

I can provide a bank statement yes!

Hi do you have any update for me please?

Thank you very much, Dt100, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello Dt100,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear NationalBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Thank you. The question that needs to be answered, is whether they provide proof of this withdrawal, is where is it gone? Will they give me it again? I just wish to receive my own money! It has been 7 weeks! It's bad customer service

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V