National Casino - Player's withdrawal is delayed due to deposit verification.

Hello, I am reaching out to inform you of a withdrawal of 5000€ won on the National Casino website. They are asking for information about a deposit made on the 20th of December 2023 at 15:44:12 UTC, but the prize was won with a deposit made on the 21st of December 2023 at 15:54 hours. I kindly ask for your assistance in resolving this issue. Thank you and best regards.

Dear garciaoliverjavier0,

Thank you very much for submitting your 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 can complete the verification procedures. None of the serious and licensed casinos take KYC lightly and the casino has the right to verify every method used for deposits made in the casino.

• Could you please explain what payment method you used to deposit in the casino on the 20th of December?
• Have you submitted documents concerning this deposit to the casino as requested?
• What response have you received from the casino?

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,

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.

Look, I have another prize of €1000, which I cannot collect for the same reason. I think that the deposit that they say I made for another type of deposit, I think it was by bank transfer and there were two deposits of €250 that have not reached my web profile, so this is already a scam. I think I can send you the screenshots of the deposits made by transfer but they do not give the time but the day and it is 12/20/2023 that could be the information they are asking me for, but it has nothing to do with the deposit that I did by winning both awards. I don't understand. Please help me solve this. Sincerely Javier ****

I sent them the bank statements made with the visa card and I did not remember the deposits made through bank transfer, which could be the deposit for which they are preventing me from being able to withdraw the €5000 on one part and the €1000 on the other deposit .echos on 12/21/202023

I have never had problems with this casino when it comes to collecting prizes, on some occasions they have taken longer than normal to make the withdrawal effective but I have been able to collect it, but now I do not understand their position.

I sent them the bank movements of the transfers with their respective references and concepts, which is the last thing they asked me to send them.

Hello, good morning, I am contacting you to tell you that of the five deposits I made through transfer, €750 now appears on my profile page but there are still 2 deposits of €250 each missing but I have not yet been able to withdraw the €5000 from one prize plus the €1000 from another but they won't let me withdraw the €750 that in the end appeared minus two of the deposits of five of €250. This is already a joke, I have had to give them all the account transactions for the entire month plus the receipts for the 5 deposits of €250. What did they ask me for on 12/20/2023, but they won't let me withdraw the prizes that amount to a total of €7,000 between prizes and deposits that never appeared and now it turns out that yes, who is the culprit, national casino is the culprit because they didn't They are doing well, they are working and the deposits via bank transfer are lost. I am fed up with... so much impudence and lack of attention from the support team who take this as if it were not theirs, I have told them that if within the period of seven days they have to make the withdrawal effective, I will be forced to take legal action against them, because they are to blame for everything and they turn their ears, that's fine!!!

If the case is resolved, the casino makes the deposit of €5,000 upon delivering all the requested documentation.

Dear garciaoliverjavier0,

I'm glad to hear that the casino paid out your funds. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru