National Casino - Player struggles with the extensive document request for withdrawal.

Hello,

I sent many documents

• passport
• selfie with passport
• selfie with passort and note "1234"
• selfie with passport and note "567"
• bankstatement (post)
• bankstatement PDF format
• Payslips 6 months
• payslips connecting bankstatement 6 months ago
• proof of crypto deposit
• Request of all crypto transaction in my wallet

Now they asked for the orginal deposit on my crypto wallet this has been years ago I not even know where it is. I am not sure what they mean the documents are so difficult to find and so personal I not even won with bonus money.

Now they say I can't provide documents with in 2 weeks.

They just added this in the terms not when I registerd.

It is not really fair for players to ask so much documents also I am playing long time at this casino

Hello ashe76872,

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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

passport

selfie with passport

selfie with passort and note "1234"

selfie with passport and note "567"

bankstatement (post)

bankstatement PDF format

Payslips 6 months

payslips connecting bankstatement 6 months ago

proof of crypto deposit

Request of all crypto transaction in my wallet

All these documents have been approved.

They require a proof of the crypto wallet funding which I not really know how to do it I had some crypto for a while and not understand what they ment.

"

Greetings,

The security department was forced to close your account and confiscate your winnings due to failed verification.

We are operating under the National Casino Terms and Conditions:

https://nationalcasino.com/rules/terms-and-conditions

This decision was made by the management of our casino and is not subject to further consideration.

Best regards,

Casino Support Team"

They reply with this no explanation. I just hope to resolve the matter. So much documents.

" To continue with your withdrawal application, we respectfully request that you supply us with evidence of the creation date of your crypto wallet and the origin of its funding."

This was the last request but I already sent this. This is the only sentence they give chat can't help me just copy paste this.

Dear ashe76872,

Thank you for your email. Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of National Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from National Casino.

Perhaps you could try contacting an official license. Other than that I am not able to recommend any further steps.

The casino can reopen this complaint anytime.

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.

Yes please tell me which document you need this is so unclear and help me instead of give a responds which I don't know anything about.

Hello!

We would like to clarify this situation. In the process of verification, there were suspicions that the player was a bonus hunter and was associated with a group of fraudsters. In this regard, were requested documents confirming that in our casino player contributed to our casino his personal funds, not funds from third parties. The player did not provide documents, and could not prove to us. Conclusions were made that the player is still involved in a group of players who were engaged in bonus abuse, and the player was closed on the terms: 12. If the player fails to complete the required verification procedure within two weeks, the account will be permanently closed and the winnings confiscated.

Sorry can you first clearly state what you need?

I provided you will all the documents you need and request.

It never ends. I not understand what is needed, your staff didn't helped just copy pasted requirements.

2 weeks to provide documents with the sensitivity and outlet of documents is to short.

Could you tell me 1 more time what is needed please.

Can we resolve this?

Dear ashe76872,

Please forward all the documents forwarded to casino to nikolas.b@casino.guru.

Dear National Casino,

Can you please clarify which exact document was not provided by the player - which method, what kind of deposit.

Hello!

I would like to share with you that the most recently requested documents included proof of email address, as well as proof of when the crypto wallet was created and its funding sources. These requests are based on our AML policy. We have been expecting to receive these documents for a month, however they have not been provided. Therefore, we decided to close the account in accordance with our terms and conditions.

WHAT ??

passport

selfie with passport

selfie with passort and note "1234"

selfie with passport and note "567"

bankstatement (post)

bankstatement PDF format

Payslips 6 months

payslips connecting bankstatement 6 months ago

proof of crypto deposit

Request of all crypto transaction in my wallet

This is ENOUGH for AML policy for sure. You make me so upset and said. How can you treat players like this. I send you 24 emails to resolve the matter. I never received normal replies or good examples. I provided all the documents that was needed and asked for your staff didn't even know what I needed to provide.

I lost allot of money in the casino.

This is not fair casinoguru. I never see a rule that if verifrications take so long i get banned and confiscated also not read it when I start playing in national casino.

Help casino guru help!

Dear National Casino,

Based on the player's claim, he did provide the requested documents. Can you please confirm if it was received by you?

Hello!

As we have previously reported, we have suspicions about the actions of the player, which may be related to bonus-hunting and possible fraud.

In this regard, we have requested documents confirming that the funds deposited in our casino belong to the player personally and are not third party funds. Unfortunately, the player did not provide the necessary documents such as email address verification, data on the creation of the cryptocurrency wallet, and its funding sources.

We strictly enforce a policy of security and protection of our customers, so such measures are necessary to prevent fraudulent activities and ensure fair play for all our users.

If you have additional questions or can provide the requested information, please contact our support team. We are always ready to help and resolve any questions you may have.

Please look at the document provided and chat history from us. Even your staff don't know what they asking for. Please tell me now clear with casino guru

Dear ashe76872,

Did you forward those documents to the casino? Also as I have requested you to forward them as well, please do so within the next 7 days otherwise the complaint will be closed due insufficient evidence.

Sorry which document do you want me to send?

Dear ashe76872,

The documents the casino stated in their previous post - proof of email address, as well as proof of when the crypto wallet was created and its funding sources.

Basically you failed to provide evidence that you have deposited with your own money and did not use someone else's funds.

Dear ashe76872,

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.