The player from Germany is dissatisfied with the withdrawal process. We rejected the complaint because the player didn't respond to our messages and questions.
National Casino - Player’s withdrawal has been delayed.
Amount: €6,250
National Casino
Safety Index:Above averageSafety Index
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7.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
The casino does not pay out, although the GTCs (Terms & Conditions) specify a processing time of 3 days.
In response to questions from support, the case is passed on to the "Financial Department", among other things, but nothing happens.
Every time you contact the support, different answers are given as to why the payouts are not taking place.
After consulting your own bank, it is not up to this.
Every support employee uses the copy & paste function. Nobody really cares.
The verification of the documents worked on the day the payment was submitted, ie it was confirmed directly by email that the documents were successfully checked.
Automatic translation:
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3 years ago
Dear Jochen,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Have you made any successful withdrawals before? Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Please, correct me if I am wrong, but from what I understand you've requested the withdrawal on the 31st of August. Unfortunately, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place. We usually give withdrawals at least 14 days. I will set the timer for additional 7 days and if there is no development within this time frame, we will intervene.
Please, let us know if there is anything new in the meantime.
