The player from Germany is complaining about the lengthy verification process. We rejected the complaint because the player didn't respond to our messages and questions.
National Casino - Player’s struggling to complete account verification.
Amount: €1,000
National Casino
Safety Index:Above averageSafety Index
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7.4
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello. I deposited € 20 in the casino mentioned above and received a € 10 bonus. From the 20 € I was able to make about 250 € profit. I downplayed them to an average of 1.50 €. Wanted to withdraw € 150. This was possible, my money counted as real money, so the bonus was implemented. The withdrawal was delayed because the casino asked for proof of my deposit. I submitted. As a result, the casino wanted to have the usual documents for verification after all. I uploaded everything. However, I thought to myself, give it a shit, just keep playing, not in the mood for trouble. Played on and then bought free spins with my real money and won 1000eur. So all documents, as I said, already uploaded and now waited. At some point, after several attempts, all documents were approved. The payout has been "pending" for days. Now I asked in the chat when I can expect a payout. Then the answer came that you need proof of my very first (!) Deposit. What has my first deposit got to do with it? I still uploaded it as a screenshot and will continue to hold out and have to wait. It should be noted that their terms and conditions do not include any bonus guidelines. Neither the max bet nor the number of wagers. I would be happy if you could take care of my problem. LG from Gelsenkirchen
Automatic translation:
Public
Public
3 years ago
Dear Maik,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that providing Proof of first deposit seems to be the only obstacle standing between you and your winnings? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?
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
