NationalBet Casino - A retirada do jogador foi adiada.

I desperately need some help, for over a week now Nationalbet have been holding my withdrawal. I have a large amount of money which is owed to me. I know all about their sister companies etc but I’m trying to do things fairly and give them an opportunity to put things right. They have not been helpful at all even though my account had been fully verified and I have withdrawn money in the past which has got to my bank account. I have screenshot evidence of all conversations and even my balance and pending withdrawal which they haven’t paid out, they kept saying my withdrawal is being processed but nothing comes of it. This really is unfair and very upsetting and I need this resolved and money transferred to me as it’s mine.

Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts 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 @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thank you for your reply. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Did you use the same withdrawal method in the past? If possible, please post a screenshot of your withdrawal history here in this thread.

Hi Kristina,

I’m just wondering if you’d had any updates from Nationalbet yet?

Kind regards,

Monil

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina,

Please make my name private asap, I don’t want my name in public, please make the posts with my name private. Thank you.

Please note that the message with your name has always been set as sensitive, which means it is visible only to me, you, and the casino. However, I have edited the surname.

I will now transfer your complaint to my colleague Mirka (miroslava.d@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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite NationalBet Casino representative to join this conversation.

Dear NationalBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hi Mirka,

I’m going down the legal route on Thursday and have appointed solicitors if my money isn’t transferred to me by then, is this something you’re able to support me with to fight towards my case and provide evidence of others too which shows Nationalbet have not paid my own money to me? I have all the screenshots as evidence and all emails and Live chats so that will be sufficient.

I will also be claiming my costs for legal fees from Nationalbet (SML SAVEOPERATIONS LTD) as this could get costly.

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. 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 might 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova