National Casino - El jugador está luchando para completar la verificación de la cuenta.

Hello. I deposited € 20 in the casino mentioned above and received a € 10 bonus. From the 20 € I was able to make about 250 € profit. I downplayed them to an average of 1.50 €. Wanted to withdraw € 150. This was possible, my money counted as real money, so the bonus was implemented. The withdrawal was delayed because the casino asked for proof of my deposit. I submitted. As a result, the casino wanted to have the usual documents for verification after all. I uploaded everything. However, I thought to myself, give it a shit, just keep playing, not in the mood for trouble. Played on and then bought free spins with my real money and won 1000eur. So all documents, as I said, already uploaded and now waited. At some point, after several attempts, all documents were approved. The payout has been "pending" for days. Now I asked in the chat when I can expect a payout. Then the answer came that you need proof of my very first (!) Deposit. What has my first deposit got to do with it? I still uploaded it as a screenshot and will continue to hold out and have to wait. It should be noted that their terms and conditions do not include any bonus guidelines. Neither the max bet nor the number of wagers. I would be happy if you could take care of my problem. LG from Gelsenkirchen

Hallo. Ich hatte im oben genannten casino 20€ eingezahlt und 10€ Bonus erhalten. Aus den 20 € konnte ich ca 250 € gewinn erzielen. Die habe ich auf einem fach von durchschnittlich 1,50€ runtergespielt. Wollte 150€ auszahlen. Dies war möglich ,mein Geld zählte als echtgeld, somit war der Bonus umgesetzt. Die Auszahlung verzögerte sich weil das Casino einen Nachweis verlangt hat über meine Einzahlung. Habe ich eingereicht. Daraufhin wollte das Casino nun doch noch die gängigen Dokumente zur Verifizierung haben. Habe ich alles hochgeladen. Jedoch habe ich mir gedacht, scheiss drauf , spiel einfach weiter, keine Lust auf den Ärger. Weiter gespielt und mit meinem Echtgeld dann free spins gekauft und 1000eur gewonnen. Dokumente also alle wie gesagt schon hochgeladen und wartete nun ab . Irgendwann wurden nach mehreren Versuchen alle Dokumente genehmigt. Seit Tagen steht nun die Auszahlung auf "ausstehend" . Nun fragte ich im chat , wann ich mit einer Auszahlung rechnen kann. Daraufhin kam die Antwort, dass Sie einen Nachweis benötigen über meine allererste (!) Einzahlung. Was hat meine erste Einzahlung damit zu tun? Habe ich trotzdem hochgeladen als Screenshot und werde weiterhin hingehalten und muss warten. Anzumerken ist, dass in deren AGBs in keinster Weise Bonusrichtlinien vermerkt sind. Weder der max Einsatz, noch die Anzahl an wager. Ich würde mich freuen wenn ihr euch mein Problem annehmen könntet. LG aus Gelsenkirchen

Dear Maik,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that providing Proof of first deposit seems to be the only obstacle standing between you and your winnings? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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,

Petronela

Dear Maik,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.