The player from Germany faced issues because their self-exclusion request was not processed, allowing them to open an account and incur losses. Despite contacting the casino, he did not receive a response regarding the required ID and address verification to initiate a refund. The Complaints Team concluded that the player has opened an account and requested self-exclusion on the same day, not allowing the casino enough time to process the request. As the player made deposits after requesting self-exclusion and due to the previously established pattern of self-exclusion policy abuse, the complaint was rejected.
NationalBet Casino - Player seeks refund after self-exclusion request was ignored.
Amount: €1,500
NationalBet Casino
Safety Index:Below averageSafety Index
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5.3
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
Public
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5 months ago
Translation
Hello, the casino did not process my self-exclusion request due to gambling addiction, so I was able to open an account, make deposits, and incur losses.
I contacted the casino about this, and they confirmed that they still needed my ID and address verification to initiate the refund.
Since then, unfortunately, I have not received any response from the casino, nor have I received a refund.
Please help me get a refund from the casino.
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Complaint Specialist
Public
4 months ago
Dear xSerious169,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NationalBet Casino. Please note online casinos might not self-exclude you preemptively, you'll need to request a self-exclusion after creating an account for it to be considered.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please explain at which point the casino agreed to issue a refund?
- Is your casino currently closed?
- Could you please explain when you informed the casino about your gambling issues and when you opened an account in the casino?
- Could you please share with me your communication with the casino regarding your self-exclusion request and the refund being promised? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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4 months ago
Translation
Hello, on January 8, 2025, the casino sent me an email requesting my ID and address verification to process the refund.
I sent my documents and have not heard anything from the casino since.
In the meantime, I asked again in the live chat and was told that my refund had been initiated and would arrive soon.
My account is currently closed and I sent my original email to the casino regarding my self-exclusion on October 25, 2024.
I will send the email communication with the casino to your email address.
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Complaint Specialist
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4 months ago
Thank you very much, xSerious169, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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.
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Casino Analyst & Complaint Specialist
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4 months ago
Hello xSerious169, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of NationalBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. In case of sensitive information, any and all such evidence can be sent to me directly at [email protected].
Thank you for your patience and cooperation in advance.
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Casino Analyst & Complaint Specialist
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4 months ago
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.
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Casino representative
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4 months ago
HI,
Your account closed upon your request
We asked the documents to evaluate for a possible refund.(you show our email)
We evaluated and the request and it was rejected as there is no reason for a refund.
All funds are lost and services offered based on terms and conditions
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4 months ago
Translation
Hello; this is total nonsense.
I requested an account closure on October 25, 2024, which was not processed by them.
My account was only closed when I requested a refund.
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4 months ago
Translation
The casino has just contacted me again by email and requested further documents for review
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Casino representative
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4 months ago
Ee can see the registration is January 1st 2025,so invalid what you said
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Sensitive attachment
4 months ago
Translation
No, I sent an email with a proactive self-exclusion on October 25, 2024.
I wrote in my email; if it is not possible to proactively exclude me, you should contact me within 7 days so that I can create an account and you can close it.
On January 1st I had a relapse, and that's exactly what I wanted to protect myself from. That's why I followed their general terms and conditions in advance and submitted a self-exclusion.
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Casino representative
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4 months ago
We can not closed and account before it opens. We explained that.
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4 months ago
Translation
This was never explained to me.
Therefore, in my email dated October 25, 2024, I explicitly wrote 'if it is not possible to block me proactively, please let me know within 7 days, then I will create an account which you can close'
I sent all evidence by email
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4 months ago
Translation
I have sent you another email with the evidence
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Casino Analyst & Complaint Specialist
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4 months ago
Dear xSerious169, as it was explained by my colleague in a previous case, casinos do not have the obligation of pre-emptively exclude people, who are not even registered players. It would be awesome, but it is not a law, or even a common practice. Although some casinos may do it, that is quite a rare occurence.
If the accound was created on 01/01/2025, could you please let me know when was the first tmie you have asked for self-exclusion, when was your account closed and whether you managed to deposit or withdraw any money between your request and the account closure?
Thank you.
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4 months ago
Translation
I informed the casino about my gambling addiction before opening my account, as I do with all casinos I find.
On January 1, 2025, I made my deposit and informed the casino again about my gambling addiction on that day.
My account was only closed when I wanted a refund of my deposits
I know they will now say I should have tried harder, contacted the casino, sent multiple requests, been persistent, and so on.
However, I would like to tell you that it is extremely difficult to live with gambling addiction and you try to have as little contact with this issue as possible.
I sit down at my laptop every day when I don't feel like playing, check to see if there are any new casinos and exclude myself from those casinos. I do this in moments when I don't feel like playing, but know that I can control myself and just want to use the opportunity to exclude myself.
If you now say that I should have shown more commitment or dedication in order for my self-exclusion from the casino to be processed, that is simply wrong. Because then you are telling a gambling addict that he should have dealt with the topic of gambling more intensively.
Unfortunately, no apps or software work for me, so this is the most effective way for me to exclude myself.
A lot of casinos do this too or at least respond that I should please create an account so that they can block me.
For me, this is the easiest way to exclude myself.
And I sometimes write to 20 casinos a day, so keeping track of everything is very difficult. I can't check 20 casinos every day to see if I've really been blocked or not. It's just so time-consuming on a large scale that it's not even possible.
So again: I have sent the casino a legally binding self-exclusion due to gambling addiction in accordance with the terms and conditions.
The casino's job is to either block me directly or, if that is not possible, to inform me about it, then I would have created an account.
Neither of these things happened, so I don't see it as my fault, but rather the casino's.
This is also the reason for my refund request, as I have done everything in my power to inform the casino about my gambling addiction and exclude myself
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Casino Analyst & Complaint Specialist
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4 months ago
Dear xSerious169,
If the accound was created on 01/01/2025, could you please let me know when was the first tmie you have asked for self-exclusion after creating the account, when was your account closed and whether you managed to deposit or withdraw any money between your request and the account closure? Or you can send me your cashier history between 01/01/25 until the account got closed.
Thank you.
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3 months ago
Translation
Hello, since my account is closed, I unfortunately cannot send you the transaction history.
I informed the casino about my gambling addiction on October 25, 2024 and fired a ban from the casino.
I created my account on January 1, 2025.
On January 2, 2025, I asked about limits in the morning because my account was still open.
Here I requested a 50 € deposit limit and 50 € betting limit per month.
despite my gambling addiction and my limits, I was able to make deposits on January 2, 2025
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Casino Analyst & Complaint Specialist
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3 months ago
Thank you for the information. Have you requested self-exclusion again, after 01/01/2025? If so, at what date, and did the casino close the account?
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3 months ago
Translation
I contacted the casino directly on January 1st, 2025 regarding a self-exclusion.
Since my account was still open on January 2, 2025, I requested limits.
Despite all this, I was able to deposit and lose money
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Casino Analyst & Complaint Specialist
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3 months ago
Alright. Now I need to know when was the account closed, and how much have you both - deposited and withdrew - from the account since its creation on 01/01/2025, until its closure, please.
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3 months ago
Translation
I suffered a loss of 1500€ from the time the account was opened to the time it was closed.
my account was only closed on January 4th
on 08.01. then the answer that the casino needs my ID for the refund
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Casino Analyst & Complaint Specialist
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3 months ago
Dear xSerious169,
Thank you for the provided details. If the casino requested an ID from you for any kind of refund processing, it is up to your discretion to provide it or not. As far as I can tell, the casino followed their own Tems & Conditions, and processed your account closure in a reasonable time. Because of that, and the fact you have deposited money on the same day as you have requested the self-exclusion (as well as during the request processing), I cannot ask for any kind of refund from the casino on your behalf.
As per my detailed explanation in your previous case 146147 (http://www.kpvfaw.com/1red-casino-player-demands-refund-after-account-issue), and since this issue is following exactly the same modus operandi, this complaint will be rejected. For the future reference - if you lodge any new complaint against a casino while showcasing this pattern of self-exclusion policy abuse, it will be automatically rejected by Casino Guru.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding.
