National Casino - Player's account has been blocked.

Hello, good afternoon, you guys to file my complaint since this casino is a scam. I registered recently and deposited money to test when I played, I won and withdrew and everything is normal. Then I deposited again and lost and withdrew and normal and the third time I deposited and I won almost double my deposit and when I requested to withdraw they never sent me my money. And they suspended my account claiming that they are not a bank and that they detected fraudulent activity. I want to clarify that I only deposited and played, I don't know what they mean by fraud, it's my only account, I don't have any more, I don't have a bonus. They waited for me to deposit more and steal my money. I played and won legally. They suspended my account and said that my money is mine, there are no bonuses. It has been confiscated, they are scammers. I want my ARS money back, they are thieves. Please

Dear geremymendoza54,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you passed the KYC verification before the casino blocked you? When did you make the last successful withdrawal?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Hello, and in response to your question, if I verified my identity, otherwise they could not send me money and I withdraw a few days. After that I deposited in ltarcera and when I tried to withdraw they said that my account was under investigation but I had deposited and played normally so I was not worried. But now that they come out with these things and withhold more than 400 dollars from me, it makes me understand that they are used to stealing money from their players in this way. Waiting for them to deposit more and then suspend them alleging that terms and conditions are violated and they do not demonstrate with evidence. My question is, I also open a complaint in Curacao, what is the entity that regulates them? Because I will not let this casino steal my money, my work, my effort, they want to get rich at the expense of the players.

Thank you very much, geremymendoza54, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello geremymendoza54,,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite National Casino to join the conversation and participate in the resolution of this complaint.

Dear National Casino,

Can you please provide further information regarding the reason for blocking the player's account?

Kind regards,

Adam

Yes, please ask them to respond and present all the evidence and for having included my gambling history and indicate why I have carried out fraudulent activity. Because I have played normal and it seems to me that they are scammers who only want to steal the money of the players in my case 97 thousand ARS around 450 USD

Dear geremymendoza54,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask National Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Where can I report them so they don't steal my money?

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.

Dear geremymendoza54,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Antillephone NV Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam