National Casino - Pelaajan tilin vahvistamisessa on viiveitä.

Ive been trying to verify my account with National since my deposit on 23rd April.

Ive uploaded these ID documents:

Passport

Pic holding my passport

Pic holding my passport and a note with a random number on it

Drivers licence

Pic holding my drivers licence and a note with a random number on it

Ive uploaded these residence documents:

Bank statement

Penalty letter from Eflow for non payment of the toll

Letter for my car tax (this was rejected)

All documents except the letter for my car tax have been accepted and now they're asking for yet another proof of residence but I don't have anything else. My electricity, gas and water bills aren't in my name.

Ive told them I don't have any other bills in my name but they are basically saying without this proof of residence they won't verify my account. How is this fair? Ive complied with their requests for everything but I can't be expected to produce a bill when I don't have any more. Hope you can help?

Please note, I tried to upload another attachment but it wont upload. I can send it by email if you want?

Dear ballyoganpaul46,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Are you able to provide other forms of residency verification, such as a lease agreement or government correspondence?
• Have you received any communication regarding the reason for the additional proof of residence request?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I don't think I have anything but ill have to have a look. Ill come back to you as soon as I have checked

Thank you for your reply. I would like to remind you that we are still waiting for an update from you. Please provide the necessary details so we can proceed with further investigation. Thanks!

All I have is a letter from PAYE about tax credits. I have uploaded inside my account. Awaiting confirmation of if it will be accepted

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

By way of an update, I was asked for a photo of me holding my ID and a note with a number on it, this was uploaded on 16/6/25 and is still pending. The photo tax credit letter was uploaded on 14/7/25 and is also still pending. Dont they want me to be verified?

I will forward all correspondence with myself and national casino across to kristina.s@casino.guru now.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ballyoganpaul46,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi