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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.

Στις 30/1/2025 ανοιξα λογαριασμό στην εταιρεία nabcasino. Αφου έπαιξα μερικες ημερες ο λογαριασμός μου δεν εγινε προσβάσιμος. Αφου επικοινωνησα με την εξυπηρέτηση πελατών μου ανέφεραν οτι ειχα και αλλο λογαριασμό. Η αλήθεια ειναι οτι υπήρξε δεύτερος λογαριασμός στο όνομα μου τον οποιο ειχα δημιουργήσει πριν αρκετους μηνες και τον οποίο δεν ειχα χρησιμοποιησει ποτε. Δεν ειχα κανει καταθεση ουτε ειχα λαβει καποιο μπονους ουτε ταυτοποίηση ειχα κανει. Απλα ειχα κανει εγγραφή και το ειχα ξεχασει. Η εξυπηρέτηση πελατων τη εταιρείας μου ειπε οτι οντως βλεπει οτι ο πρωτος λογαριασμός δεν ειχε χρησιμοποιηθεί καθολου και μου πρότεινε ως λυση να στειλω ενα email στο support@nabcasino.com με το οποιο θα ζητάω να κρατήσω ενεργό τον Λογαριασμό που εχω κανει καταθεση και εχω παιξει και να καταργηθεί ο παλιός που δεν χρησιμοποιήθηκε ποτέ μαζι με καποια εγγραφα ταυτοποίησης. Το έκανα αλλά μέχρι σήμερα ο λογαριασμός παραμένει κλειστός και δεν εχω λαβει καμια απαντηση στα email που στελνω σχετικα με το ποτε θα επανεργοποιηθει ο λογαριασμός μου.

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

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.

Δε γνωριζω που βρίσκεται η διαδικασία εγω εστειλα τα εγγραφα μεσω email. Το live chat δε λειτουργεί εφόσον δεν εισαι συνδεδεμένος στο λογαριασμό σου και τα email μενουν χωρις απαντηση τελευταία φορα μιλησα μαζι τους ηταν στις 2/2/2025 οπου με συμβουλευσαν να στειλω το email που ανεφερα. Απο τοτε δεν εχω καμια επικοινωνία παρολα τα email που εχω στειλει

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

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.

Εχουν περάσει οι 14 μερες. Σας λεω οτι εστειλα τα χαρτια στις 2/2/2025 τωρα εχουμε 22/2/2025

Δηλαδη έχουν περασει 20 μερες

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

Ok i wait to resolve this matter

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.

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.

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.

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

Εχω ανοιξει 2 λογαριασμους αλλα λογικα θα σας ενημερωσανε οτι μονο σε ενα κατεθεσα. Τελος παντων....το ποσο το υπολογυσα βαση ενος εκκρεμούς αθλητικου δελτίου που πιστευα οτι ηταν κερδισμενο. Συμφωνώ να λαβω τα 88€ και να κλεισουμε το παράπονο σαν επιλυμενο μονο πειτε μου που να στειλω τη διεύθυνση του usdt πορτοφολιο

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.

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.

To date I have not received anything.

Μέχρι σήμερα δεν εχω λαβει κατι

Dear aofsampali,

I have "nudged" the casino representative when the funds will be disbursed to you. I hope to provide you an update soon.

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