NationalBet Casino - Igrač ne može doći do kazina.

I am unable to contact the National Bet casino.

Δεν μπορώ να επικοινωνήσω με το καζίνο national bet

Dear makelios6,

Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need more information. Could you please elaborate? Is there any reason you need to get in touch with the casino?

I will be waiting for your reply patiently.

Best regards,

Kristina

There is an active balance of 100 euros that I want to withdraw.

I can't access my account

Υπάρχει ενεργό υπόλοιπο 100 ευρώ πού θέλω να αποσύρω.

Δεν έχω πρόσβαση στον λογαριασμό μου

Thank you for your reply, makelios6. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Did you pass the verification before you lost access to the casino account?

Thank you.

There are no profits.

I made a deposit of 100 euros and as soon as the money was credited to my account the casino inexplicably closed my account.

Slots

Δεν υπάρχουν κέρδη.

Πραγματοποίησα μια κατάθεση 100 ευρώ και μόλις τα χρήματα πιστώθηκαν στο λογαριασμό μου στο καζίνο αυτό ανεξήγητα έκλεισε τον λογαριασμό μου.

Κουλοχέρηδες

When was the last time you contacted the casino about this issue? Still no response?

20 days ago.

Since then they have not responded to any of my emails.

Πριν 20 ημέρες.

Έκτοτε δεν απαντούν σε κανένα εμαιλ μου.

Could you please clarify the dispute value (€800)? Do I understand correctly based on your previous reply that you had €100 in your casino account when it was blocked?

yes 100

Thank you very much, makelios6, for your cooperation, I changed the dispute value to €100. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello makelios6,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite NationalBet Casino to join the conversation.

Dear NationalBet Casino,  

I understand that each casino reserves the right to close player accounts at its discretion. However, it is essential that all financial obligations are settled before such actions are taken, specifically regarding the refund of the player's deposits. Could you please inform us when this process will be completed?

Dear makelios6,  

I wanted to reach out and let you know that I've spoken with a representative from NationalBet Casino, and I've gathered some information regarding your situation. It seems that your previous requests for a refund on your lost funds were submitted without a solid justification. When the casino's response didn't align with your expectations, it appears you resorted to threatening them with chargebacks This method doesn't reflect the fair practices we hope to see from both the casino and its players. It's crucial to recognize that participating in online gambling comes with the inherent risk of losing money, wouldn't you agree? Please understand that no casino is obligated to return lost funds simply because a player requests it. You ultimately accepted the casino's terms and conditions, as outlined here.

The casino team has made the decision to temporarily suspend your account as a precautionary measure and has also canceled any pending withdrawals to safeguard against potential losses in the event you choose to initiate a chargeback. I can empathize with the casino team's reasoning given the situation. Could you share your thoughts on how you would like to address this complaint in a way that is suitable for both parties involved?

Dear Michal, thank you for the reply.

The time sequence of the situation is as follows:

I deposited 100 euros at the casino so I could play and immediately after the deposit my account was closed.

I didn't have time to play.

At this moment there are no pending withdrawals, only an account balance of 100 euros which comes from my deposit without me having access to my account.

I then asked for an explanation as to why my account was closed without receiving any response.

I am attaching the screenshot.

I waited for an answer that never came.

Later, and after they didn't respond, I informed the casino that because they had withheld my money, I would proceed with a chargeback if they didn't open my account or refund my money.

I recently sent them an email stating that I was not going to proceed with a chargeback and asking them to open my account so that I could gain access to be able to play the 100 euros.

No response from the casino.

I am attaching the screenshot.

This is the truth, dear Michal.

Αγαπητέ Μίχαλ ευχαριστώ για την απάντηση.

Η χρονική σειρά της κατάστασης έχει ως εξής

Κατέθεσα 100 ευρώ στο καζίνο για να μπορέσω να παίξω και αμέσως μετά την κατάθεση έκλεισε ο λογαριασμός μου.

Δεν πρόλαβα να παίξω.

Αυτήν την στιγμή δεν υπάρχουν εκκρεμείς αναλήψεις παρά μόνο υπόλοιπο λογαριασμού 100 ευρώ πού προέρχεται από την κατάθεση μου χωρίς εγώ να έχω πρόσβαση στον λογαριασμό μου.

Στην συνέχεια ζήτησα εξηγήσεις γιατί έκλεισε ο λογαριασμός μου χωρίς να λαμβάνω καμία απάντηση.

Σας επισυνάπτω το στιγμιότυπο

Ανέμενα για απάντηση που δεν ήρθε ποτέ.

Αργότερα και αφού δεν μου απαντούσαν ενημέρωσα το καζίνο ότι επειδή μου έχουν κατακρατήσει τα χρήματα μου θα προχωρήσω σε αντίστροφη χρέωση εάν δεν μου ανοίξουν τον λογαριασμό μου η δεν μου επιστρέψουν τα χρήματα μου.

Πρόσφατα τους έστειλα και email αναφέροντας ότι δεν πρόκειται να προχωρήσω σε αντίστροφη χρέωση και τους ζητούσα να ανοίξουν τον λογαριασμό μου ώστε να αποκτήσω πρόσβαση για να μπορέσω να παίξω τα 100 ευρώ.

Καμία απάντηση από το καζίνο.

Σας επισυνάπτω το στιγμιότυπο

Αυτή είναι η αλήθεια αγαπητέ μιχαλ

Hello makelios6,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We have explained many times that the user threaten us with chargeback. We informed him due these unjustified threats, funds will be on hold for 6 months from last deposit. If no chargeback received within this period he will be able to withdraw the funds

Dear national bet casino

You admit that you have withheld my money which comes from a deposit and not from profits.

I have repeatedly stated to you that I will not proceed with a chargeback.

I am requesting that my account be opened so that I can play.

If this does not happen I would like my money back.

Αγαπητό καζίνο national bet

Ομολογειτε ότι έχετε παρακρατήσει τα χρήματα μου τα οποία προέρχονται από κατάθεση και όχι από κέρδη.

Σας έχω δηλώσει επανειλημμένα ότι δεν πρόκειται να προχωρήσω σε αντίστροφη χρέωση.

Ζητάω να ανοίξει ο λογαριασμός μου ώστε να μπορέσω να παίξω.

Εάν δεν συμβεί αυτό επιθυμώ την επιστροφή των χρημάτων μου.

Dear makelios6,

I have received additional evidence from the casino that contradicts your previous time sequence of the situation. Please forward me the whole communication you had with National bet support team at michal.k@casino.guru

Dear Michael

I have stated to both the casino and you that I will not proceed with a chargeback.

I would like to open my account so I can place bets.

Simply and clearly

Αγαπητέ michal

Έχω δηλώσει και προς το καζίνο και προς τα εσάς ότι δεν πρόκειται να προχωρήσω σε αντίστροφη χρέωση.

Επιθυμώ το άνοιγμα του λογαριασμού μου ώστε να μπορέσω να τα στοιχηματίσω.

Απλά και ξεκάθαρα

The account can be reopened. Deposit will be disabled and funds can be withdrawn 6 months after last deposit

Thank you for your constructive dialog NationalBet Casino. I'm glad we could find a reasonable consensus.

Dear makelios6,  

We are pleased to inform you that your account has been reopened, and you may now use the €100 available in your casino balance for gameplay. However, please note that further deposits are currently prohibited, and any withdrawal requests will be deferred until the six-month period since your last deposit has elapsed. This measure has been implemented by the casino team to protect against potential losses should you decide to initiate a chargeback. While I appreciate your assurance regarding not pursuing a chargeback, it is understandable that the casino team is exercising caution in this matter to mitigate any risks.  

I recognize that this may not be the most favourable resolution to your complaint, but given the circumstances, it appears to be the most appropriate outcome for both parties involved.

Ok, thank you.

Οκ ευχαριστώ

Dear makelios6,

Thank you for your confirmation and understanding. I believe that the complaint has been handled in a manner that is acceptable to both parties involved. Could you kindly confirm whether I can proceed with closing this case as resolved?

Yes, it was resolved.

Ναι επιλυθηκε

Dear makelios6,

Thank you for the confirmation. I'm glad that our intervention helped to resolve the situation in a reasonable manner. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru