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

I have tried to withdraw on many occasions with guidance from their customer support and within their terms. The advice changes from operators, I have looked at what I have received $&& form them and it is within their guidelines but still they keep saying I have exceeded my limits in their T@C’s

Dear Paul,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

Lastly, could you please confirm the disputed amount?

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela, I have in withdrawn on many occasions so yes the account is completely verified. I have emailed my host and spoken on live chat on many occasions to the support team with various answers as to why my withdrawal requests are denied. Further to that my host told me I could withdraw $2K today which I tried and again was denied, the support team have given me various answers, reasons and dates to withdraw, the latest being September 10 before I can withdraw again. It seems to be a run around so that as a player we play and lose all the monies. The amount in my account at present is $161K but I may play again, I just want to be able to withdraw fairly but reading other comments by players this is a common issue. I would like the amount paid in full and my account closed aa thee is no point in playing in the casino, I have done nothing wrong except win.

Thanks for your help

Paul

Thank you very much, Paul, for providing all the necessary information. I have corrected the disputed amount.

I will now transfer your complaint to my colleague Andrej 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.

Hi Andrea, I have been allowed to withdraw $2K today and got so fed up that I am now just playing the funds as I don’t think I’ll be able to access them. My funds at present are just over $100K but we will see. o have also sent an email outlining my feelings and that I have submitted a complaint. I am so angry about the situation that I just want to lose the amount so I can not have to worry any more and never deal with these people again. Look forward to hearing how you get on with them

Paul

Dear Paul,

I’m sorry to hear that you’re experiencing issues withdrawing your funds. I’ll contact the casino and try my best to resolve the problem. In the meantime, I’d like to kindly ask you to refrain from placing any bets.

I would like to invite National Casino to join this thread and participate in the resolution of Paul’s complaint.

Hi Andrea, I have stopped placing bets and am continuing to try to withdraw the funds

Furthermore there is $100K in my account, this will not be touched and I would like the casino to pay this to me in a lump sum, or whatever is there after my withdrawal attempts and they can then close the account.

Thank you, Paul, for your understanding. We’re still waiting for a reply from the casino.

I’m not surprised, they have released $8K on the last two days and I will try to withdraw the maximum $4K daily again today, this is their allotted amount according to their T&C’s.

I assume I will be denied as this seems to be a trend but and hoping that something has been said since you contacted them and they are going to allow me to withdraw, I’ll keep you posted

Dear Paul,

Unfortunately, we still haven’t received a relevant response from the casino. Could you please let us know if there’s been any new progress regarding the issue?

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’.

Hi Andrea, no surprise there really !!!

I have managed to get maybe $12K since we last spoke but this has been problematic as they keep declining my withdrawals claiming I am over the limits in their T&C’s which are posted to me on every conversation with their customers service, once I complain though they seem to come up with an amount I can withdraw as they have " fixed " the issue. I can’t see the logic in their math with my withdrawal amounts and have again asked for a date schedule so I can better understand the way it works from their side but have never been given one. I am now told I can again withdraw on the 29/08/21 which then starts as new month and should allow me to withdraw $50K, we will see.

I have written another schedule for myself with this information that should work within the guidelines of the T&C’s but we will see, no doubt I will get the runaround again as every customer service agent seems to have a different opinion.

I very much doubt that they will respond and I will just be frustrated by them trying to withdraw monies in the hope I play it out, we will see, keep you posted

Thank you, Paul, for letting us know. Unfortunately, it seems that the casino is not willing to cooperate with our platform on resolving your complaint as we still have not received any response from them.

Please keep us posted on any news regarding the issue.

Hi Andrea, this is by far the worst online casino I have dealt with and will be looking to place reviews wherever I can to make every one aware. I have managed to redeem some money but very little and my frustration has now made me start playing down the funds as I want the stout out of my hair. I will close the account once the money is gone, complete shit to say the least

Hi Andrej just wondering if you could recommend review sites that I post my experiences with National Casino so as to educate others

Dear Paul,

You can leave a user review in our review of the casino (link: https://casino.guru/national-casino-review#tab=js-tab-reviews).

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’, but it doesn’t mean there are no options left. I strongly advise against trying to play your balance down to zero. I'm sorry I can't be of more help, but at least closing this complaint as 'unresolved' will negatively affect the casino rating.

In addition, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did. I recommend you contact the casino’s Licensing Authority (Gaming Curacao).

Please keep me posted on any updates regarding the issue and if you decide to contact the Licensing Authority and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.