The player from Germany had his personal documents required for the account verification rejected without further explanation. The complaint was closed as unresolved as the casino did not respond to us within the given time.
National Casino - Player’s documents for the KYC have been declined.
Black points: 167
Amount: €900
National Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
I have sent all the documents properly, only they reject each one. Why?
Automatic translation:
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2 years ago
Dear Yunus Emre,
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. Have you submitted all your documents in the required format? It says on the forwarded screenshot that the casino doesn’t accept PDF formats, only JPEG or JPG. Additionally, all the documents need to be uploaded separately, and only requested ones will be checked and considered for the KYC verification.
Could you please advise if you have tried communicating this issue with the casino?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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,
Petronela
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2 years ago
Translation
Hello, All documents are separate as you can see. I am not using these documents for the first time. So far the exact same documents have been accepted on every other online casino site and transactions have been carried out. We both know exactly why these guys refuse all documents. Just so as not to pay the sum, almost all of these problems initially cause 🤣
Kind regards.
Automatic translation:
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2 years ago
Thank you very much, Yunus Emre, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Translation
I thank you in advance, hopefully we can sort it out again.
Automatic translation:
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2 years ago
Hello Yunus,
I'm Nick and I'll be assisting you from now on in your issue. I would like to ask National Casino to join us and help us resolve the player's issue.
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2 years ago
Unfortunately, we haven't receive any respond from the casino yet. Please note that if the casino won't reply within the next 7 days, the complaint will be closed as unresolved which may lead to casino's rating deduction.
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2 years ago
Dear Yunus,
The complaitn will be now closed as unresolved as we haven't receive any respond from the casino for over 2 weeks. I'm really sorry that we could not help you more but as the casino is non-responsive there isn't much we can do for you. You can still contact the licencing authority of the casino, they would probably have a bigger chance to get in touch with the casino. The casino can reopen the complaint anytime as the unresolved complaint may negatively affect the casino's rating.
Best regards,
Nick
Casino.guru
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