National Casino - Player struggles with repeated verification requests.

please review this casino mark, and i hope you will decrease it to 1-2 super bad rating. a lot of unresolved problems at this casino.

i was scammed to 9200 euro. casino non stop ask new photos.

everything is confirmed a lot of times.

i send about 7 adress proofs, then photos with id and my notebook.

and casino everytime ask somthing new.

scam project a lot of unresolved complaints already i ask you to review rating.

also i contact skrill support and they said that they will review this casino work.

Dear aleks86, 

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 are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Could you please specify if any of your documents have been approved by the casino yet?

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, 

Veronika

for example, casino asked proof of address

i sent it

casino say, please one more, i send one more, they again ask for one more,

i result i send different 6 documents

they accepted and then they ask not documents, but some photos

ok, i send photo with notebook and id

but then they ask again some specific photo, this is like circus.

all documents already send, photo with notebook is not document. casino can not ask me to make a lof of different photos with some items or something like this

Please understand that sometimes, the documents or photographs do not meet the requirements requested by the casino. It is important to send all the necessary files for verification in high quality and good resolution. Has your account been verified yet?

If not, please forward any relevant communication between you and the casino regarding your problem to veronika.l@casino.guru. Thank you.

the problem is not about some quality or resolution. problem is that casino everytime ask something new. they asked photo with me id and notebook saying that then they will withdraw winnings, after i send it, they ask some photo with my house where i living. this is not question about some missing documents, they just ask something to waste time.

Thank you very much, aleks86, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear aleks86,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite National Casino representative to join this conversation.

Dear National Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Hello Mirka,

The Security Department of National Casino requests the client to upload all necessary documents to verify the player before the withdrawal.

The player should provide all requested documents in order to complete the verification.

Thank you.

Dear aleks86,

• Could you please clarify if some of the submitted documents were approved by the management?
• Could you also send me a screenshot of the Document Verification page in your account, and screenshots of conversations with the casino regarding your verification process?

Thank you for your cooperation,

Mirka

Could you please clarify if some of the submitted documents were approved by the management? If we talk about documents, like id, proof of adress then yes, i uploaded it in first day, after about one hour when casino asked it. But casino started to ask more and more. id + selfie, then antoher proof of adress, i uploaded about 5-6-7 diffirent proofs of adress. everytime casino said it chat that they will withdraw after i confirm something with documents. But all documents are already there. They just ask some strange photos AND THIS PHOTOS ARE NOT ANY DOCUMENT. casino can ask some different photos unlimited. About this i talk here.

Could you also send me a screenshot of the Document Verification page in your account, and screenshots of conversations with the casino regarding your verification process? i will add screenshot.

i think if we talk about some document, than please casino need to ask DOCUMENT, not some photos from my live.

Dear National Casino,

Could you please clarify, which specific necessary documents haven't been uploaded yet by the player?

Thank you for your cooperation,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear aleks86,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

We’ve reopened this complaint at the request of National Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear aleks86,

The casino sent us following message:

"A player has provided a questionable document to confirm his address. In this regard, we have requested selfies, where the player should have been photographed against the background of the house specified in the provided document. Unfortunately, the player was unable to provide this photo."

Would you be able to try to submit the requested photograph in the mentioned form?

Dear aleks86 ,

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.

Dear aleks86,

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.

after 5 months when I loosed balance, casino want to resolve complaint🙂))) good job

Dear aleks86,

Have you been able to submit the photograph in the requested format?

Dear aleks86,

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.

I like that you ignore the essence of the situation. When I don't send something to the casino and they close the account as quickly as possible and don't open it, you refuse to consider the complaint. but when the casino wants to remove a negative complaint, you do everything to help the casino. well done

Dear aleks86,

If you want your verification issue to be resolved, cooperation from your side is needed.

If you do not submit the requested photograph and send me a proof of it until the timer runs off, I will be forced to reject the complaint.

Thank you for your understanding.

Dear aleks86,

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.

casino waiting when I loose balance and then they come to resolve verification. hahhaha. nice scam trick. you can close this complaint. casino did his job perfect and you need to assist them, you work together.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.