NaoBet Casino - Igrački račun je nepravedno zatvoren.

Dear Casino Guru Team,

I am writing to submit a formal complaint against NaoBet Casino regarding a serious incident in which they failed to process my legitimate withdrawal within their stated timeframe, and then unjustly closed my account and voided my winnings after I expressed emotional distress caused by their delay.

Here are the facts of the situation:

My account was registered with the email [personal information hidden by Casino Guru]

I won approximately $18000 on 16 of June

I requested a withdrawal, and NaoBet’s own terms state that withdrawals should be processed within 3 business days.

I waited more than 12 days with no payment, no explanation, and poor communication from their support.

Out of desperation and distress, I contacted them and stated that the delay in payment was seriously affecting my mental health and that I was feeling suicidal as a result.

Instead of resolving the issue or offering support, NaoBet closed my account and voided my winnings completely, using my emotional state as justification.

I want to be very clear:

I only expressed suicidal thoughts because they failed to pay me in the agreed timeframe. Their delay caused serious emotional harm — I did not break any rules or misuse the platform. Their response feels like an attempt to shift the blame and avoid payment rather than fulfill their obligation.

This treatment was not only unethical, but also potentially dangerous. If a gambling site causes emotional distress through its own failures, the responsible response should be to offer help, not to erase a customer’s balance.

I respectfully request that Casino Guru investigate this matter and help facilitate the reinstatement of my winnings, or at least a fair and just resolution.

I am happy to provide:

Screenshots of my balance and withdrawal request

Records of my conversations with NaoBet support

Any documentation needed to verify my identity and account activity

Thank you for your support and commitment to fairness and responsible gaming.

your sincerely

[personal information hidden by Casino Guru]

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing, and I completely understand your concern. To assist you better, may I ask you a few questions:

• Could you please forward me the communication between you and the casino that led to the closure of your account? Have you received any emails from the casino after your account was closed, informing you about what would happen to the balance in your account? My email address is veronika.f@casino.guru.
• Has your casino account been closed permanently, or is it only a temporary closure?
• Have you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Yes I have been permanently blocked by them and yes I have verified my account and yes I have made a successful withdrawal from them but it was my first withdrawal it was 3 days and successfully but then I won $20000 jackpot and when i tried to withdraw as much as I can they were taking over 12 days to pay ment and they still havnt paid me so I was upset at them. I just don’t understand why they would do this

Thank you for your response and for your email. Could you also kindly share the communication you had with the casino that led to the closure of your account?

How do I send you any documents . How do I link my screen shot

Thank you very much, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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 kennycassar,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the NaoBet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account closed? In case it was closed due to responsible gambling concerns, I must state that we have not received any evidence of the player wanting to self exclude. Additionally, even if that was the case, we in no way consider withholding winnings in such cases to be acceptable. In case there are different reasons for the cancelation of the payout, please let us know.

Thank you in advance for providing us with your view of the issue.

Dear kennycassar,

Thank you for reaching out to us.

We would kindly like to inform you that your account has been reopened and your withdrawal requests have been forwarded to the relevant department with high priority.

Your transaction will be reviewed in the nearest time.

We thank you for your understanding and patience.

Kind regards,

Naobet Casino Team

Dear NaoBet Casino representative,

thank you very much for the update. I hope the issue will be resolved in the near future.

Dear kennycassar,

I will leave this complaint open, until you confirm your funds have been paid out.

Dear kennycassar,

We would kindly like to inform you that 2 of your withdrawal requests have been cancelled by your provider. Please contact him in order to get further information about the reason of cancellation.

Furthermore we are happy to inform you that the third request has been successfully complete.

We can see that you placed 2 additional new withdrawal request. Please keep in mind that it can take up to three working days for the finalization of your payment.

We thank you for your understanding.

Kind regards,

Naobet Casino Team

Dear casino representative,

thank you for your response.

Dear kennycassar,

can you confirm the reception of the first payment? Also, have you received any messages from the payment provider? Thank you in advance for updating us on the situation.

I don’t understand why the other 2 payments didn’t go through when 1 payment has? Why can’t the other payments go through

And why is it only naobet casino is the only casino that I have problems withdrawing my money? Any other casino pay me straight away and no problems every time smooth transaction. But with naobet casino there’s always a problem when getting money out from them

Dear kennycassar,

thank you for your response. Can you please let us know whether you have received any messages from the payment provider?

Dear kennycassar,

Thank you for your reply.

We understand the frustration but we would kindly ask you to contact your payment provider in order to get further information regarding cancellations of your withdrawal request.

Please be informed that we forwarded your current withdrawal requests to the relevant department, which will finalize the transaction as soon as possible.

We thank you for your understanding and patience.

Kind regards,

Naobet Casino Team

It is your responsibility — not mine — to ensure my withdrawal is processed according to your stated policy. I submitted my request through your platform, and it is therefore your obligation to complete the payment without unnecessary delays or passing responsibility to third parties.

I have already met all requirements, and there is no valid reason for this ongoing delay. I require confirmation of the exact date my withdrawal will be completed. If this is not provided and resolved by 15/08/2025 I will escalate this matter to the relevant gambling regulators, financial authorities, and consumer protection agencies.

This is my final attempt to resolve the matter directly with you.

This is unfair iv been waiting for way to long to receive my withdrawal request. I don't understand why there is a delay and blaming mg bank for canceling my reciveing payments for what reason? You guys have sent money there before and I have received it, why didn't my bank cancel tho payments?

I have ask my bank and they said there has not been any canceling transaction on my behalf. Can you prove it from your end that my payments have been canceled? Pls show me

You guys are the reason for players to lose there minds because of all the unfair payments and request and the the delays of paying us our money. I'd you just pay us with in the 3 day policity you stated everything will be fine and we will keep playing at your casino and lose our money there but instead I don't trust your casino because it takes to long tk get payed out our winnings its unfair. You will lose a lit of players including my self. I'm a close to a millionaire and I love playing pokies and I'm going to spend my money other casino that do the right thing

Dear parties,

thank you for updating us on the matter.

Dear kennycassar,

can you please confirm which exact payment methods were used for the deposits and withdrawals? Have you only used the bank transfer?

Dear Casino representative,

as the player’s bank has confirmed there were no cancelled transactions on their side, I would like to ask you to provide us with transaction IDs for the cancelled withdrawals, along with proof of said cancellation. Please note, that we cannot accept the cancellation claim without this. You can send this information to martin.l@casino.guru.

Dear kennycassar,

Thank you for your reply.

We are happy to inform you that 3 Withdrawal requests were successfully complete on the 14th of August.

As we see, you placed 2 new withdrawal requests which are currently under review and will be finalized in the nearest time.

We thank you for your understanding.

Kind regards,

Naobet Casino Team

Dear casino representative,

thank you for the update.

Dear kennycassar,

as more time has passed, can you please update us on the current status of the matter? Were you able to withdraw more of your funds?

Dear All,

We would kindly like to inform you that currently there are no more pending withdrawal requests on the account.

Please feel free to contact us in case of further questions that we can help you with.

Kind regards,

Naobet Casino Team

Dear kennycassar,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru