NaoBet Casino - Игрок считает, что вывод его средств задерживается.

Hello,

I initiated a withdrawal on July 24th at 15:35 CET, which has still not been processed. As you (Casino Guru) know just as well as I do, it never takes weeks to process a single €500 withdrawal. Even the casino's own terms (Point 6.15) state that withdrawals should be completed within a maximum of 72 business hours (3 business days).

I keep getting vague reassurances in the live chat, but nothing is actually happening.

I kindly ask that Casino Guru contact the casino on my behalf and assist me in resolving this issue.

Thank you.

Dear player,

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 the 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.

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.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

No, the money has not been transferred yet. The funds have not been paid out by the casino.

Six days after I requested the withdrawal, I was contacted by the casino on July 30th, 2025, and asked to upload my verification documents. That was now one week ago, and the documents still haven’t been approved.

This is the current status.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm whether you have submitted all the required verification documents to the casino?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawals? 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.

Hi Dominika,

It seems that my account was successfully verified today, and three withdrawals have been credited to my bank account — so that’s good news. There are still four pending withdrawals. I’ve already initiated a new one and will continue to post regular updates on how things develop.

It’s definitely a positive sign so far.

Do you still need any information from me at this point, or is this enough for now? I’ll get back to you if the next withdrawals are delayed again.

Hi,

so far, my other withdrawal requests have not been approved. I will wait until the end of the day, but the payout should actually be processed today. According to the casino’s Terms and Conditions, three business days is the maximum time allowed for processing withdrawal requests.

14.08 – My withdrawal has still not been processed. Yesterday, I was told that my withdrawal is being "processed at the present time." However, the 3 business days stated in the casino’s terms and conditions have already passed, which means the casino is obliged to pay out my winnings.

I request that the casino be contacted and asked to comment on this matter. It is unacceptable that I am continuously given vague assurances. This entire process has now been ongoing for 20 days, and I cannot be expected to constantly follow up and chase in order for a withdrawal to be accepted.

3 Withdrawals got processed. Only 1 more 300€ withdrawal missing. I expect that to be processed next week. After that this complaint can be closed.

Dear player, is the remaining €300 withdrawal still pending? If so, could you please confirm the exact date when you requested it?

Also, could you please let us know how long it took for the previously processed withdrawals to be completed from the moment you requested them?

Update 22.08 – The last withdrawal has now been pending for over a week. I requested it on 14.08, and it still hasn’t been processed. At this point, I think it’s fair to demand that my withdrawal be processed immediately so this matter can finally be closed.

Dear player, have you received the withdrawal?

Every withdrawal was Made and received.

Dear player,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 https://www.trustpilot.com/evaluate/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,

Dominika

Casino.Guru