The player from Greece is experiencing difficulties withdrawing their winnings due to ongoing verification. The casino asked the player to provide with a valid ID with a visible expiration date according to its standard process. The complaint was rejected because the player did not respond to our messages and questions.
National Casino - Player’s struggling to complete account verification.
Amount: €400
National Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
While at first I did a normal verification and normally withdrew a very small amount then they asked me again to verify documents in order to withdraw ... the same documents they accepted the first time canceled the next one with the excuse that they do not accept military ID (which I repeat the first time they accepted)
However, it does not mention anywhere in the terms and conditions that they do not accept a military ID for verification, with the result that my deposits are made normally but I can not withdraw my money .. away
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2 years ago
Dear saki,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do you have any other documents that could be used instead such as regular ID or driver's license? Has the casino approved the rest of your documents?
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
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2 years ago
Translation
The casino had approved the same ID ... it had been identified I had already made a withdrawal once since it had been identified and suddenly after two weeks when I went to withdraw again they wrote in the status that my identified ID was rejected !!! I did not have to send the normal ID card anymore, because this is my ID and they accept it legally everywhere so I deleted my account after I felt that I was being mocked
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2 years ago
Thank you very much for your reply, saki. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.
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2 years ago
Translation
I will try to find her ... unfortunately out of my nerves I deleted both the account and the messages
But the company has them as long as it keeps a record
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2 years ago
Thank you very much saki for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.
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2 years ago
Hello, saki,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite National Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear National Casino Team,
Could you please state the reason why the casino needs to re-verify the player's account? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw his winnings?
Thank you in advance for providing the information.
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2 years ago
We would like to ask National 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 will have a negative impact on the casino's rating.
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2 years ago
Hello,
The player in question has failed to provide us with a valid ID with the expiration date.
We kindly ask players to provide us with a valid ID, the list of valid EU IDs can be found on the site below.
https://www.consilium.europa.eu/prado/en/prado-documents/GRC/index.html
Thank you.
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2 years ago
Thank you, National Casino Team, for the explanation.
Dear saki,
Are you please able to provide the casino with one of the accepted ID documents so they can verify your identity?
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2 years ago
Translation
My ID is military and valid but the casino told me that it does not accept military ID while in all other companies there is no problem ..also the casino does not mention anywhere that it does not accept military ID so that I can protect myself so I can make regular deposits but I can not make a withdrawal since I do not have another paper or diploma for identification !!! also in my first withdrawal they had accepted it normally and it was properly identified well then they sent me that the document was not accepted !!! I have left the company because I consider what he did to me a fraud, I do not claim anything, I just leave the message here so that people know about their military identity and do not participate in it with deposits
Thanks
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2 years ago
So, if I understand it correctly, you do not have any other ID document except the mentioned military ID? No driver's license, no Greek/EU ID or a passport? How is that possible?
I am really sorry, but currently, I do not understand the whole situation. You wrote that you do not claim anything, just letting people know about it. So, what are your expectations from this complaint?
Was your account already closed at the casino? Were your deposits/funds refunded to you?
I do not know, where is the problem now.
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2 years ago
Translation
I have a genuine Greek military ID which goes everywhere with which I have been verified in other companies and with which I can travel to countries within the EU.
This company does not accept it and the complaint has to do with protecting thousands of my colleagues with the same identity who will probably face the same problem as me. they verified me not through my own fault they denied them. I repeat my identity is genuine Greek and recognized worldwide
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2 years ago
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I asked them to close the account of course ... is it true that they did not close it themselves since it could not be verified? Really why did they continue to accept funds and deposits since it could not be identified? Ask the company how many messages and requests I sent to close the account since it did not make sense to deposit without being able to withdraw and instead they offered me a bonus while they did not verify me
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2 years ago
I am afraid I have not received an answer to my question.
"So, if I understand it correctly, you do not have any other ID document except the mentioned military ID? No driver's license, no Greek/EU ID or a passport?"
Can you please answer this question? What is the problem with providing the casino with a different ID?
As for your question - the casino can close your account, but your funds will be paid out likely after verification. Casinos usually request verification upon a withdrawal request. The license does not require verification earlier.
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2 years ago
Translation
But again you do not understand .... I have a Greek identity card and they do not accept it because it is a Greek military
As is the Greek police identity, so is the Greek military identity
I can not answer more clearly, I have a legal Greek identity and they do not accept it in the second withdrawal
in the first they accepted it normally
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2 years ago
I understand it all, but let me please clarify the situation.
Verification, or KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Casinos also have the right to request additional documents or perform an additional verification anytime.
Most casinos perform the verification at some point, sooner or later - some casinos do not let players make deposits before they submit documents, other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal or the first withdrawal of a higher amount.
There are also other factors entering the KYC process - the casino owner's residence/country, gambling license and its requirements, way of performing KYC, etc.
Now, I sincerely hope that all this information has sufficiently clarified why some of your previous claims are incorrect.
Moreover, I found this rule in the casino's Terms and Conditions (available HERE):
"9. Document verification criteria:
Photo of an identity document: all data (name, date of birth, citizenship) completely coincide with the data in Player’s details, the document is valid, with a photograph."
The used ID does not have an expiration date. Your ID is valid only in specific circumstances that are difficult for the casino to verify. The casino provided us with a link to a list of accepted IDs, and I also asked you about the information you have not provided me yet, twice.
So, yes, again - could you please answer my previously given questions regarding a different ID and check the link received from the casino and let us know if you own any of the documents from the list?
In case you are not willing to cooperate in resolving this issue and do not provide us with the required information, I am afraid there is nothing that we could help you with, and we will be forced to reject the complaint. We will not move forward without your cooperation.
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2 years ago
Dear saki,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.
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2 years ago
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Thank you very much, National Casino, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
