National Casino - Player’s struggling to withdraw her winnings.

I have been trying to obtain my $4000 winnings for around 4 weeks. Every time they quote I have entered incorrect bank details. They.are claiming I am putting the bsb in the incorrect box so I do it again as they ask and come back with that same statement. It doesn't matter how I do it they claim incorrect. 16 times back and forth back and forth. They have no intention of paying me. Excuse after excuse. They don't have a complaints department. It's ridiculous. They are the most dishonest dodgy casino I have ever encountered in my life.

Dear Heather,

Thank you very much for submitting your complaint and forwarding all the relevant communication. 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.

Do I understand correctly that allegedly incorrect bank details seem to be obstacles standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Is this your first attempt to withdraw winnings from this casino?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes I have been fully ID' from the very beginning. I do not believe they will pay. Too many excuses

As above

Thank you, Heather, for your reply. Could you please advise if it is your first attempt to withdraw winnings from this casino?

Yes it is my first attempt with this casinon

Thank you very much, Heather, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

They have now asked to.upload a bank.statement which I did and they responded with document irrelevant

Hello Heather,

I looked at your complaint and will do my best to help you. I would like to invite National Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint at the request of National Casino. We have received the following message:

Hello!

We are glad to inform you that our team in chat provided the player with a detailed explanation. After receiving this information, the player was able to successfully withdraw the funds.

 We appreciate your patience and thank you for your understanding in this situation. If you have any further questions or queries, please do not hesitate to contact us. We are always happy to help.

Dear Heather, can you confirm you were successfully able to withdraw the funds? Thank you in advance!

Dear Heather,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.