HomeComplaintsNational Casino - Player's withdrawal is being delayed.

National Casino - Player's withdrawal is being delayed.

Amount: $1,000,000 ARS

National Casino
Submitted: 13 Dec 2024 | Resolved : 30 Dec 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Argentina faced issues withdrawing funds from the casino despite having done so successfully before. The casino requested a change in payment method and a December bank statement that was not yet available. The issue was resolved when the player confirmed that she had received her payment. The complaint was marked as 'resolved' in the system.

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Translation

Even though I've already withdrawn funds before, this time they don't want to pay me. First, they asked me to change the payment method. Then, they wanted a December bank statement. The statements are not available yet as it's mid-December. They will be uploaded to the bank at the end of the month. I sent a screenshot and details for each of the transfers made in December, just as they requested. The deposits were made through the specified method, and I provided all the necessary documentation. I need them to pay me.

I don't understand how suddenly they can't pay me, especially since I've successfully withdrawn funds in the past.

Automatic translation:
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Dear silmassolo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with National Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Do I understand correctly the option to request a new withdrawal is disabled for you?
  • Have you made deposit from your bank account only in December, or have you deposited earlier as well?
  • What was the deposit method you used previously?
  • Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas


Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.


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Dear silmassolo,

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.

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Translation

Message from the player:

I just got paid!!!

Automatic translation:
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Dear silmassolo,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru 

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