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National bet are the most horrible site. I’m a bit of novice and stumbled on their site to place a grand national bet. Always just fun nothing serious. I went with Nick rockett. Of course he won so I was buzzing. That with a a tenner I’d already left on the account meant I was withdrawing £165. Free spins since then and I was up to £177.

they wanted to verify before withdrawal so I sent my passport, gas bill, front and back bank card, selfie with account open. Standard stuff. Then they asked for tax returns which I explained as im disabled I don’t deal with tax. Since then they’ve gone radio silent. Not a peep. They’ve now blocked me from requesting a withdrawal so I’m stuck. They won’t verify and just keep asking for more and more things. They’ve blocked me from withdrawing at all and are now ignoring all emails.

They are the lowest of the low keeping winnings from a disabled guy. £177 is a lot of money to me.

Have raised this as a complaint investigation with casinoguru.

Hey there,

I’m really sorry to hear about what you’re going through with National Bet, it sounds incredibly frustrating, especially with the amount of money at stake and the extra difficulty you’re facing.

It’s concerning that they’re continuously asking for more documents and not responding to your emails. From your description, it seems they are making the verification process unnecessarily difficult. This isn’t acceptable, especially after you’ve already provided the documents they requested.

Anyway, what other documents they want from you?

You’ve also done the right thing by raising the issue with us, as we can help mediate situations like this.

I hope you get your issue resolved soon and that they finally honor your withdrawal!

Good luck, and I hope this gets sorted for you. ☘️

They specifically asked for a tax return which I replied and explained as a disabled person this isn’t something I have and they have already seen one of my disability statements from the government. Since then they’ve just stopped completely. Not heard a thing.

I’ve emailed again asking for an amicable solution but so far still No reply. It’s my understanding after a tax return they start asking for proof of funds and apostille utility bill. So I’d quite agree with your assessment at making kyc unnecessarily difficulty.

im not a gambler. I put one bet a year on the national and this time I picked Nick rockett purely because we share the name Nick. So my knowledge of horses is very good as you can see lol

its really hurting that I have close to £180 they won’t let me have and to guy reliant on disability benefits that’s a lot of money.

im hoping mediation can help but even though they’re aware I’ve raised the complaint with casino guru they still aren’t replying so I don’t hold out much hope.

Thank you again for sharing more details, it’s really upsetting to hear how this has been handled, especially considering the amount and your situation. You're absolutely right, £180 can mean a lot, and it’s incredibly unfair that you’re being left in the dark after providing everything you reasonably could.

Requesting a tax return when you've already explained your circumstances and even submitted official disability documentation should have been more than enough. It’s concerning that they’ve gone completely silent instead of working with you to find a fair solution.

I completely understand how disheartening this must feel, especially when this was meant to be just a bit of fun, and you actually picked a winner too! Sometimes a bit of luck like that really matters.

You've done the right thing by raising a complaint with us like I said previously. While I can't guarantee the outcome, please know that our team will absolutely do their best to support you and try to get things moving on your behalf. Hang in there, and if there’s any update on your end, feel free to share it. You’re not alone in this. 🙂

I appreciate your team and any help they can provide. Even if it’s not a great outcome at least the experience can warn others this is a very difficult casino to deal with

national bet actually replied this afternoon and asked for proof of source of income. So I’ve sent them the medical assessment results delcaring I was unable to work and the disability amount I get paid. I hope they can be understanding but I expect nezt reply in 2/3 days time I’ll be asked for an apostille utility bill which im unable to do so that would shut me down.

I think that might be enough to prove it to them, but we'll see how they feel about it and what they tell you. I'd like them to give you an answer sooner, but 2 days is better than never. 

We'll see what comes of it in the end.

I'll keep my fingers crossed for you.🤞

I got an email this morning which I’ve attached. Big bold warning to say they could still ask for more documents. I only hope they can see reason in my case

At least you got something. Now we have to wait for the result of the verification. I would take what they wrote in the bold letters like that the casino can always ask for a document if it needs it, even if you have played for half a year. 

So we'll see if you go through this process okay and especially when. 

If you have something new, let us know.