Player facing continuous withdrawal rejections.

Good day,

I visited Nationcasino about a week ago (for the first time), I made my first deposit, played, and subsequently withdrew. I repeated this process a few times and everything went smoothly. The winning amounts were always on my bank account by the next day. Yesterday, I had a larger win. About 168,000 CZK. I wanted to withdraw it and since then there's been a million different issues. Firstly, I had to wager a certain part before they would payout the amount - I did that. Then there was a problem with the credit card, so I tried through IBAN, another verification - which I passed - then another rejection. I submitted my deposit about 20 times, and since then I've been only receiving trivial reasons for the rejection of my deposit. I discussed it continuously with customer service, who always assured me that everything would be okay now, but it never was. I tried to set up an account with Skrill, but currently, National Casino is requiring me to verify a payment card, which has already been verified and approved. I'm starting to feel like I'm spinning in circles and honestly don't know what to do. I wrote to their support.

My message:

Good day, I have received another withdrawal rejection of game credits from my bank account on your end. I added a completely new card with which I made a deposit, thus verified it. Afterwards, I sent a photo of the card from both sides for verification purposes, where everything got approved. On 21.02.2024 07:41 UTC, there was a deposit rejection to the card that I didn't use for depositing, so I don't understand the reason for rejection. "Upload photos of your credit/debit card used for deposits to our casino on 2024-02-21 03:57:09 UTC (both sides separately). We need to see the first 6 and last 4 digits, expiration date, and name/surname of the owner. You can hide the middle number and CVV code." This card is virtual, so I can't physically take a photo of it. At most, I can take a screenshot from online banking. This document was uploaded by me in the documents section, but it was rejected with the message: "Please upload the document in full size, with all 4 corners visible." -I can provide the screenshot at most. If you don't accept this, please remove this card (46xxxxxxxxxx). Two days ago I made a withdrawal on my banking account and everything went smoothly. Subsequently, I won a larger sum of money, and since then issues have been appearing. The card and details are the same, I didn't change anything, so I completely don't understand where the problem came from. I attempted the original transfer to the card as before - rejected. I attempted the IBAN route - rejected. I attempted Skrill - rejected. I attempted a different credit card - rejected. I'm always getting trivial rejections. The support keeps promising me that everything has been checked and that everything is in order and the money will be sent to the account. This has never happened. Could you please send the money to my bank account like before? Thank you.

Account number: x

Card number: x

All necessary documents are approved on my account, but just in case I will also send them here. See attachment. Photographs of the credit card, which I'm requesting for the money from my account to be paid out to (Attachment 2 and 3).

Identity card (Attachment).

If you need additional verification, let me know, I'll provide everything.

Thank you in advance for your answer and I wish you a nice rest of the day.

Best regards,

Support's reply by E-mail

Dear player,

The reason for every rejection is the card that you used for your deposit on 2024-02-21 03:57 UTC. Until this payment method is verified, no withdrawal will be made. We advise that before processing withdrawal, every new payment method that was used in the last month has to be verified, or if the win was obtained from such a deposit. If you use a new deposit method tomorrow, all withdrawals will be rejected until this payment method is verified.

Now on to verification. As we see, you used a virtual card for depositing and in this case, you have to provide a document that can verify that the used card is registered in your name. The document has to contain your name and card number. You can take a screenshot of your online banking

The previous document cannot be accepted as it is cropped, and also keep in mind that we don't accept tampered documents.

Please let us know if we can assist you with anything else.

Best regards,

Casino support team

My reply:

Good day,

I've now submitted the original document in the documents section, which should be accepted. Could you please verify if it is correct? Thank you

Support's answer by E-mail:

None

24/7 support's answer:

Thank you! The screenshot with the chat reaction is fine, but cropped. Please upload a full-sized screenshot with all 4 corners visible.

You can upload your documents here: xxx s://natiocasino1.com/cabinet/verificatio

My reply:

I've already done that and everything is approved in the documents section. 

So what is the problem now?

24/7 support's response:

Thank you for the explanation! The financial department will check your withdrawal request in the live queue order and will contact you by email as soon as possible if further steps are needed.

- this process just keeps going round and round....

Dear dmarek115,

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.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good day,

a few minutes ago I received a message that the money is approved and sent to my account. Hope everything goes well.

Thank you for your help.

Hi dmarek115,

It sounds great. Please let me know when you receive your winnings.

Thank you in advance.

Hello, the money arrived safely.

Great news. As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, dmarek115, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru