National Casino - Player's withdrawal has been delayed for address verification.

Hello!

I want to bring attention to the unreliability of this casino. I deposited money, lost, received free spins, and won. They are now requiring address verification. I've been communicating with support, explaining that I don't have a permanent address as I work remotely and travel. I suggested video verification myself. However, they are simply delaying the matter and not offering any compromise regarding the address.

In short, I don't recommend this casino to anyone, but in my situation, I ask for help to resolve this issue.

Dear vasilveremeychik,

Thank you very much for submitting this complaint. 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. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Do you have any permanent address listed on your ID? Do you have a permanent address on your proof of payment (bank statement)?

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, 

Veronika

Good afternoon The deposit was from a crypt, there is a Ukrainian and Georgian card.

I uploaded a photo of my passport and everything they asked for except the address. There is a registration address and a mark in the passport, but I haven’t been there for three years and I just wasn’t happy with the registration of the casino. I tried for a very long time to find an alternative, I think I can upload a reservation from booking, for example, but the support did not cooperate.

The main thing is that I am open to requesting any documents, but they simply ignore my requests

Could you please specify what address you typed into the registration form when you opened your account at the casino?

This is the address from which the casino requests your proof of address.

Dear vasilveremeychik,

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.