NationalBet Casino - A retirada do jogador foi adiada.

Hi Casino Guru team,

I’ve been trying to complete the KYC process with Nationalbet Casino since April 2025, and €949 is currently stuck in my account.

So far, I’ve submitted:

Passport

ID card (front and back)

Utility bill

Bank statement

Payslip with tax returns

Selfie with ID and laptop

Despite providing everything, I keep getting new document requests. The latest was for an apostilled utility bill, which had never been mentioned before.

I understand compliance is necessary, but after four months, this is starting to feel like stalling. I’ve asked for escalation to a senior representative but still haven’t received a proper response.

If there are payout issues, I’d prefer transparency over stalling tactics. I’m posting here for support and to highlight that I may not be the only player affected.

Thanks,

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you’re experiencing. To better understand your situation and help you more effectively, could you please clarify the following:

• When was the last time you contacted the casino regarding the verification of your account?
• Have you provided any utility bills to the casino for verification at all?
• Has the casino specified why your utility bill needs to be apostilled?
• Have all the documents you have submitted so far been approved by the casino?

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 for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly.

Stay safe.

Dear Veronika,

Thank you for your response.

To answer your questions:

I last contacted the casino yesterday regarding the verification process.

I submitted my utility bill back in April.

The casino has not specified why they require the utility bill to be apostilled.

I hope this helps clarify the situation, and I appreciate your assistance in resolving this matter.

Best regards

Have you already provided the apostilled utility bill requested by the casino?

Please forward me the most recent communication between you and the casino’s customer support regarding the verification of your account to veronika.f@casino.guru. Kindly include the documents you have submitted to the casino that are still pending review and verification.

Thank you for your cooperation.

I have sent you my reply through email,

Regards

Thank you for your email. May I ask if you have already sent the apostilled document to the casino via email, as they requested? If so, could you kindly specify the exact date when you sent it?

Have you also received any new emails from the casino within the past week?

At the moment, we are unfortunately unable to reach the casino. We are actively contacting their representatives to find out whether the casino is under temporary maintenance or if it has been permanently closed.

I am trying to contact them but emails are not being delivered. They are unreachable and have scammed many people including myself.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you n8956 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask NationalBet Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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 have had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino has been under maintenance or has ceased its operations entirely, we are unable to forward you to a relevant gaming authority that would escalate your complaint.

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 that 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,

Peter