The player from Germany has requested withdrawal a week ago. It has been pending since. Shortly after the complaint was submitted, the player was able to receive his withdrawal and the complaint is resolved.
National Casino - Player’s withdrawal has been delayed.
Amount: €500
National Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.8
National Casino has a Safety Index of 7.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Dear Coskun,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been successfully verified in the past? Have you ever received any payments from this casino?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Public
Public
3 years ago
Translation
(The rejected documents, which were false, were replaced and approved) In the course of the casino's statement, the finance department processed the documents. I have played at several casinos so far and there has never been such a wait or problem. I'm not the only one waiting for his payout.
Automatic translation:
Public
Public
3 years ago
Thank you very much, Coskun, for your reply. Do I understand correctly that not all the personal documents have been accepted for verification? The KYC has not been completed yet, is that right?
Public
Public
3 years ago
Translation
The account statements were rejected because the name of the bank was not visible or the logo was missing. You don't want to tell me that the check was not carried out after 8 days? It is obvious that the casino is cheating on people! Will you initiate ways that I can get my money?
Automatic translation:
Public
Public
3 years ago
I don't know what happened. The only person who can clarify it for me is you. Could you please advise if any other personal documents were requested from you since those previous ones haven't been accepted? Thank you in advance for your reply.
Public
Public
3 years ago
Translation
I have uploaded all the documents that were requested. Account statement with visible inputs and outputs (which seemed strange to me why I should see my account transactions.)
And all the documents were then approved within a few hours. But not the payout
Automatic translation:
Public
Public
3 years ago
Thank you very much, Coskun, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.
Public
Public
3 years ago
Hello Coskun!
From now on, I will take care of your complaint. I would like to invite National Casino's representatives into this conversation in order to help us resolve the issue.
Public
Public
3 years ago
Translation
my payout was just declined without a reason!
Automatic translation:
