NationalBet Casino - Играчът все още не е получил своята печалба.

I placed a bet on the grand national. I backed some losing horses but I also backed Nick Rockett. I won £155. I was delighted and that with £10 on my account I went to withdraw £165. I was rejected to verify. Over this week I have sent them my passport, gas bill, phone statement, disability benefits (pip), HMRC letters, council letters, a selfie with my laptop in the back ground logged into my account as well as front and back of my bank card. In the interim I was playing with free spins only that weee being gifted as part of my registration. My balance increased to £177. I STILL couldn’t withdraw. They then asked for tax documents which being on disability benefits I don’t have. I believe from others their next step woild

be an apostille bill. I have emailed support countless times ans been told speak to kyc. I emailed them and either get ignored or get told it’s t&cs which I can’t read cos they aren’t available on the mobile page. I’ve exhausted all options. £177 to a guy on disability is a lot of money and they are simply not Going to pay me.

Dear Nickrockett,

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,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello definitely been a misunderstanding. It’s not that the withdrawal is slow. It’s that they won’t let me withdraw at all. I’ve sent you screenshots of repeated rejections. They’ve seen my passport, utility bill, front and back bank card, selfie with laptop logged into account in the back ground. I’ve also sent government documents like dwp and HMRC. They’ve now demanded tax returns which as a disabled guy I can’t have. I’ve explained all this to them and my emails go ignored. If I am lucky enough to get a reply it’s for more every more complicated totally unreasonable ID.

as of this morning 12th April they’ve rejected a withdrawal attempt again and they’ve now BLOCKED me from withdrawing at all! I hope we can speed this process up I’m so angry that’s a

Just summarising exactly what I’ve sent them for kyc

• passport
• gas bill
• front and back bank card numbers obscured
• o2 statement
• pip disability letter
• council address verification letter
• hmrc national insurance document
• selfie with laptop logged into account in background
• selfie with passport
• selfie with bank card
• loan completed statement
• bank statement
• screenshots proof of deposit amount (£50)

they then asked for tax return document. I advised on disability benefits this isn’t something I have. They have blocked me now from withdrawing and no longer answer emails at all. I have advised them I raised the complaint with you. I’ve offered to just refund the deposit. Or just pay me the actual bet winnings and forget the Free spins. No replies.

I’ve asked for mutual agreement before you step in and no replies. I believe their next steps would be an apostille bill which I’ve looked into and can cost near £100 and I don’t believe to be necessary.

Emailed nationalbet support and kyc the following yesterday 13/4/25

Hello

Again I reach out to see if we can reach agreement before casino guru step in. I’ve summarised for them exactly what I’ve sent you in terms of identity documents which is quite extensive (see the attached). 

In summary to you I made a deposit of £50 and played a few different bets in the grand national. All lost except Nick rockett who won without any questions. 

£50 deposited. 

£165 on account after winning bet 5/4/25

£178 now on account as of 13/4/25 with free spins. 

An amicable agreement is preferable. Could you reply and we can discuss a refund/withdrawal of one of the above amounts to draw this saga to a close. I don’t believe either party ignoring things is helpful or going to provide a resolution. Open discourse is better all round. 

Nick

I’ve also asked about complaints procedure and they haven’t got one/ignored me.

I’ve also asked to read terms and conditions got told to read them on computer rather than mobile. Still no terms and conditions available. Asked again to see them and was ignored.

Repeatedly asked for a mutual agreement on resolving this and been ignored.

Got this reply off them just now.

note: still haven’t seen these terms and conditions despite asking.

My reply is also attached here as a screenshot. I sent them proof I get disability benefits as a source of income