National Casino - Pelaajan kotiutusprosessi on viivästynyt.

i signed on june 17th. i deposited 500 twice using interac etransfer. i used the 50% up to 1000$ welcome bonus they have. i lost the first deposit and then won 7300 on the second deposit on june 18th. i played a game called lucky 8 merge up.

i then proceeded to submit all the verification documents required: ID pic (passport), proof of deposit. proof of address .

i then get an email for further documents requests : selfie with ID + write down numbers on a piece of paper. i happily provided that for them

they then asked me for 3+ months of pay slips. which i happily provided for them.

they then asked me for 6 months of bank statements. now they asked me that on july 2nd. the problem is that i only opened my bank in February and additionally i only had bank statements available up until july 1st, obviously because statements come the 1st of every month. so i sent them statement from febuary 1st to July 1st.

now they are telling me they need the statement to include july 2nd. this makes no sense because id have to wait over a month to get that statement for one day extra. plus why would that one day even matter to them? i didn't play on their casino since my win on june 18th.

i believe they are just trying to purposely delay my withdrawal and create demands that are impossible to meet. ive already provided them with so much. ive attached my communication with the casino.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing.

To better understand your situation and assist you more effectively, could you please provide more details about your account and communication with the casino?

• Have you informed the casino that you are currently unable to provide a bank statement for July, since this document will only be available next month?
• When was the last time you deposited money into this casino?
• Has the casino explained why they specifically need a bank statement from July 2?
• Have all the documents you submitted so far been accepted and verified by the casino?
• When did the casino last contact you regarding your account verification?

I hope we’ll be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

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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 informed that i cant provide it until next month.

the last time i deposited was on June 18th

No they haven't explained anything to me. they just keep asking for more and more things.

Part of the documents i submitted directly on the website have been shown as "approved" but the documents that are requested via email and sent via email, i have no way of knowing if its approved.

last time they contacted me was last night. they now want me to send yet another selfie with ID showing plus a paper with numbers written on it even though they approved it the first time i did it. it just seems to me they are very disorganized in their requests because they keep asking for the same things even though I already got approved for what i submitted previously.

they also asked me to submit a picture of a different ID, which i did as well and it was approved.

i asked them why they wanted me to do to the selfie with ID and numbers on paper again even though the first one was approved and this was their reply

Thank you very much, bournivalxx179, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear bournivalxx179,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from National Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear National Casino,

I would appreciate it if you could kindly provide detailed information regarding the player's case. In particular, please clarify the reasons for the delay in processing the player's withdrawal, as well as the circumstances that led to the recent closure of her account.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello,

Thank you for your message. We’re pleased to inform you that the player successfully withdrew the funds on July 8. If you have any further questions or need assistance, feel free to reach out.

you sent me this message after my withdrawal, you closed my account down for no reason.

Hello,

Following a decision by our administration, our cooperation with you has been terminated following the platform’s terms and conditions.

We wish you all the best moving forward, and thank you for your understanding.

Dear National Casino,

Thank you for the update.

Dear bournivalxx179,

Could you kindly confirm that you have received your withdrawal?

yea but why was my account closed ? i didnt break any rules ?

Hello bournivalxx179,

Thank you for your message. Please note that, as stated in our Terms and Conditions — which were accepted during registration — "The Company reserves the right to terminate the user account and suspend all payouts to the player. This decision is at the sole discretion of the Company, and the player will not be notified or informed about the reasons for such actions."

We understand that this may be disappointing, but all actions were taken following the agreed terms and applicable regulations.

Dear bournivalxx179,

Since your funds have now been returned in full, I will proceed with closing your complaint as resolved.

Please note that, as stated by the casino in their latest response, they reserve the right to close any account at their sole discretion, even without providing a specific reason. In such cases, we generally do not challenge the casino’s decision - unless there are funds remaining in the account, which was not the case here.

I understand this outcome may feel unfair, and I truly sympathize. Unfortunately, it is within the casino's rights. I recommend finding an alternative casino that better aligns with your expectations and preferences. You're welcome to use our platform to explore reputable options.

While I’m sorry we couldn’t assist in keeping your account active, I’m glad we were able to help expedite the release of your withdrawal.

Thank you for your understanding. If you experience any issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center - we’re always here to help.

Best Regards,

Kubo