HomeComplaintsNational Casino - Player’s struggling to withdraw their winnings.

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

Amount: €460

National Casino
Safety Index:Above average
Submitted: 04 May 2022 | Case closed : 18 May 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Austria is experiencing difficulties withdrawing their funds due to limited availability of payment methods. We rejected the complaint because the player didn't respond to our messages and questions.

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2 years ago
Translation

Hello, I made a deposit as usual and won €450.

Then wanted to have it paid out, then a document was necessary, which was also accepted. But they kept canceling payout. I have been able to pay out very often without any problems.

Now they say I should choose another bank or payout method.

But there is no other method, and other accounts don't have .

Up until now there has never been a problem. They also don't give any reason why it doesn't fit. Apparently they contacted my bank. Only method stands as a bank withdraw, and have always, always paid out that way!

I also sent my deposit confirmation and accepted.




Automatic translation:
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2 years ago

Dear eraxxxxa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.

From your previous complaint I assume that your account has been successfully verified in the past, but could you confirm it, please? Have you been offered any alternative payment method to withdraw your winnings?


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

Dear eraxxxxa,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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2 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

 


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