National Casino - Player's withdrawal is delayed due to document rejection.

I requested a withdrawal, and they asked for some personal information to proceed.

I sent everything to them, and suddenly, after two days, they told me I had modified the file I sent from the official site of one of the largest communication companies in Greece.

I explained that I hadn't done anything; I sent it exactly as I downloaded it from the site, but they didn't accept it.

I sent another document, and they didn't accept it either. I even sent it from Revolut (which is where I initially deposited from), but they still rejected it.

They only wanted it from my country's bank, so I sent a file (at the risk of anything imaginable happening), but they refused it because my street address wasn't mentioned anywhere.

The extreme part is that I have literally registered with 50 companies in my life, always sending the same details and documents, and never has any company told me I've modified a file. I have no other solution, so I came here, hoping you might be able to help me.

Dear Mpoutzouki,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’re facing with your withdrawal and document verification. To better understand your case and assist you more effectively, could you please clarify the following?

Verification and Communication:

• Could you specify the exact documents you submitted to the casino for verification (e.g., utility bills, bank statements)?
• Did the casino provide any specific reason for rejecting the documents, other than the claim that they were modified?
• Could you forward the rejection emails or any relevant correspondence with the casino to petronela.k@casino.guru?

Deposits and Withdrawal Details:

• You mentioned that you deposited through Revolut. Did you also attempt to withdraw using Revolut, or was the casino unable to process withdrawals through that method?
• Could you provide details of the withdrawal amount and when you first requested it?

Supporting Documents:

• Have you previously verified your identity with the casino using any other documents that were accepted?
• Do you have any proof of the original unaltered documents that you submitted?

Your cooperation is crucial for us to proceed with your case. We need clear information and evidence to mediate effectively with the casino. Without your input, it will be challenging to move forward.

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,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!