National Casino - Player's withdrawals are blocked.

Hello. I live in the Republic of Korea. I didn't have any issues with topping up my balance; I did it by transferring money through a Korean bank and played without any bonuses. However, problems arose when I attempted to withdraw my winnings. When trying to withdraw to my MasterCard, the withdrawal gets blocked. I've contacted the casino's live chat support for two days. I've met all their requirements, but the problem persists. All documents, cards, and the account are registered in my name! I tried transferring to another card, but the same issue occurs. I won quite a large sum, which is why I believe they are not letting me withdraw. I've read a lot of positive reviews about this casino and I really don't want to be disappointed. Please help me solve this issue.

Dear asiaasian246,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you made any successful withdrawals before? Is there any alternative withdrawal method that you could use?

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,

Kristina

There is no alternative conclusion, since I am now in the Republic of Korea and transfers to electronic wallets are limited due to sanctions. In other casinos, withdrawal to a card occurs without problems. I have accounts in many casinos and withdrawals everywhere to a master card issued in the Republic of Korea occur without problems. My subscribers asked to test this casino because they had heard only positive reviews. But here I read that many people have problems with withdrawals specifically for a big win. The support service gave me an answer that there were no problems with the withdrawal, but the problem with the withdrawal remained the same.

Thank you very much, asiaasian246, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, asiaasian246!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello,

We must agree, the withdrawal to the bank card is unavailable for your region.

We kindly advise you to choose an alternative method, like Skrill or Neteller, but the deposit needs to be made to make this method available for withdrawals.

Thank you.

Yes, indeed, withdrawal to the card is not available using the card number, I checked with the bank. I misled you. But why is replenishment to a current account in a bank in Korea available, but reverse withdrawal through a current account is not? The suggested e-wallets are not supported in Korea. It turns out that withdrawal of funds is not possible? Is it possible? There is a deposit through the bank, but no withdrawal. What should we do now?

Or rather, electronic wallets are available in Korea, but they are also replenished through a card, but not through a current account. And as it turned out, replenishment, transfer by card number is not available in my region.

Hello,

Please use any of the wallets listed below to withdraw funds.

Please note the deposit needs to be made to make the selected method method available for withdrawals.

Dear asiaasian246,

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.