National Casino - The player's funds have been confiscated, and the account got closed.

Hola realice varios retiros y pasaron varios días y solo me dicen que Tania que esperar . Mi cuenta ya está verificada desde hace varios meses ya . Desde el mail me respondieron eso que no había problema pero que debía esperar . Hoy entro al casino y me salió un mensaje que mi cuenta estaba suspendida hasta que deposite . Cuando intento depositar no me deja

Dear Marisajuarez,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Mi cuenta ya está verificada . Hace mucho tiempo ya . Pero además de eso me la han suspendido como envio en el print de pantalla y ninguna persona ni desde soporte me ha hecho saber porque . Por mail me respondieron que están investigando ¿? Que significa eso tampoco me responden

Hola alguna novedad desde el casino ? Hoy pregunté por atención al cliente y me responden esto

Hoy me enviaron esto por mail :

Motivos de la negativa: "Durante el control de seguridad, hemos identificado actividad fraudulenta en su cuenta. Tenga en cuenta que de acuerdo con nuestros Términos y condiciones: https://nationalcasino.com/rules/terms-and-conditions. "El El casino no es una institución financiera y, por lo tanto, no debe ser tratado como tal. Su cuenta no devengará ningún interés y no se ofrecerán servicios de conversión o intercambio en ningún momento. "Por lo tanto, la administración del casino tomó la decisión de cerrar su cuenta y confiscar todos los fondos presentes en ella. La decisión tomada con respecto a su cuenta es final y no está sujeta a ninguna otra consideración. Tenga en cuenta que si en el futuro descubrimos que ha abierto una nueva cuenta en nuestro casino, las cuentas también se cerrarán y todos los fondos serán confiscados según nuestros Términos y Condiciones".

Y no me dan más explicaciones de quedaron con mi dinero . Mis ganancias con todo .

Thank you very much, Marisajuarez, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Marisajuarez,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite National Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear National Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and/or to withdraw? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hola alguna novedad del casino.?? He visto varias referencias del casino que son unos estafadores. Me cerraron la cuenta y se quedaron con mi dinero pueden hacer algo así ?

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.

El casino ni se va a presentar ya estuve viendo otras quejas y les han hecho exactamente lo mismo a otros jugadores . No hay nada que se pueda hacer en contra de este casino ? Lo que está haciendo es estafa . No puede ser que hagan eso y no se pueda hacer nada

Dear Marisajuarez,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru

Greetings after a long time,

Based on the email from the casino with clarification and supporting evidence, we decided to reopen and update the complaint.

Dear Marisajuarez,

After gathering all the necessary information and details from the casino, we decided to close this complaint as unjustified. There are reasonable grounds to believe that your account was engaging in fraudulent/prohibited activity relating to the combination of the used payment methods for deposits/withdrawals in your favour, which gave you an unfair advantage that allowed you to earn by that. Transaction history from your casino account indicates you did not register and deposit at the casino to play…

The casino acted in accordance with its terms and conditions, and we accept its decision to cancel your withdrawal and block your casino account.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino, which I recommended more than a year ago but you have not got back to me with updates at all. In case of any questions or news from the regulator, feel free to write to me at branislav.b@casino.guru.

Although after a significant time, thank you, National Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru

UPDATE - additional comment from the player received after the complaint closure (translated from Spanish to English by Google translator):

"Hello, reading the entire history where they say that there were no deposits on my part in my account, it is a lie on the part of the casino since without money I cannot play clearly. I complied with all the terms of betting for 3 of my funds and I won. I won and withdrew and that is the annoyance of the casino in question. I have all the receipts for my deposits but as they say the decision is irrevocable so I am not interested in being part of a casino that is a scam and for my part I will give all the information to whoever needs it so that the same thing does not happen to them. Thanks to guru casino for their contribution and willingness. I agree that this complaint should be closed. I reopened it so that I can only respond. Thank you. Thank you. Thank you."