The player from Italy had requested a withdrawal of €3500, provided the necessary documentation, and had the withdrawal approved. However, two weeks later, the transfer had not been received, and after contacting support, the player had not received a response following their promise to resolve the issue. The issue was resolved as the funds had now arrived in the player's account, and the complaint was marked as 'resolved' in the system.
National Casino - Player's withdrawal is delayed.
Amount: €3,500
National Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
Public
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3 weeks ago
Translation
Hello, I requested a withdrawal of €3500 and was asked to provide some documentation, which I did.
The withdrawal was approved.
Two weeks later, I still haven't received the transfer, so I contacted support.
Initially, they responded saying that the transfer was completed on their end.
I then provided documentation from my bank, which showed that the transfer hadn't been received.
At that point, casino support told me they would try to resolve the issue, but I haven't received any response since their last email to me a day ago.
Automatic translation:
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3 weeks ago
Hello Utenteita,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with National Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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3 weeks ago
Translation
My account was verified immediately because there was only one document missing to update which I immediately forwarded.
in fact the withdrawal was approved immediately. I was not playing with bonus money or anything else I was playing with money deposited by me, in fact there is no dispute regarding the withdrawal it was approved almost immediately. But the funds are not arriving. The casino replied to me that they are trying to solve the problem and eventually they will update me, but I do not believe it anymore
Automatic translation:
Public
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3 weeks ago
Translation
Good evening, today the funds arrived in my account
Automatic translation:
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3 weeks ago
Dear Utenteita,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
