National Casino - El jugador tiene problemas para completar la verificación de la cuenta.

I can't withdraw my money. They give me a thousand laps to verify my account I have already sent everything that was asked of me. The truth is frustrating because to make a deposit they don't ask for anything but to withdraw them they do. They tell me that they do not ask to verify my astropay account because the account number does not appear. I sent them a capture of the credit card account, bank summary for the address, etc, etc. And they don't solve my problem, they are scammers

No puedo retirar mi dinero. Me dan mil vueltas para verificar mi cuenta ya envié todo lo que se me pidió . Es frustrante la verdad porque para hacer depósito no te piden nada pero para sacarlos si. Me dicen que mi cuenta de astropay no la piden verificar porque no sale el número de cuenta les envié captura de cuenta de tarjetas de créditos resumen bancario para el domicilio etc etc. Y no me solucionan el problema son unos estafadores

Dear Marisa,

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

Do I understand correctly that verifying your Astropay account seems to be the only obstacle standing between you and your winnings? Has the rest of your documents been approved?

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,

Kristina

The astropay account has already been verified but they do not have an astropay withdrawal option. I made an ecopayzz account but they tell me that I must make a deposit again with that medium so that it can be taken into account for withdrawal. In other words, later they will come with the same thing that they have to verify the ecopayzz account as well.

Ya se verifico la cuenta de astropay pero no tienen como opción de retiro astropay. Me hice una cuenta de ecopayzz pero me dicen que debo realizar un depósito nuevamente para con ese medio para que sea tomado en cuenta para retiro. O sea después van a venir con lo mismo que tienen que verificar la cuenta también de ecopayzz.

They just contacted support and now they tell me to send again the photos of the card with which I made the deposit. And the screenshots of the astropay account that was already sent and according to them the account number is not visible. The user number is what you see, which is a code here in Argentina, astropay does not give you an account number. To make deposits, you make them to the company's account and they credit you with the money. And I've already explained it to you a thousand times.

Se acaban de comunicar de soporte y ahora me dicen que envíe nuevamente las fotos de la tarjeta con la que hice el depósito . Y el screenshots de la cuenta astropay que ya fue enviada y según ellos no se ve el número de cuenta. El número de usuario es el que se ve que es un código acá en Argentina astropay no te da número de cuenta .para hacer depósitos se hacen a la cuenta de la empresa y ellos te acreditan el dinero .y ya se los expliqué mil veces .

Thank you for your reply, Marisa. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. 

Do I understand correctly that you have created an ecoPayz account? Is ecoPayz available as a withdrawal option in your account?

Unfortunately, the vast majority of casinos require at least one successful deposit from the payment method the player wants to use as a withdrawal method. So there is a chance that you will have to make another deposit.

It won't let me make deposits through ecopayzz and I already sent to online support that I had problems. In any case, if I make a deposit of, for example, 2,000 Argentine pesos, then will they let me withdraw the 124,000 that I have in my account? . I don't think they are going to tell me that this money was earned by another means of payment and that way we will be with more laps. If I have ecopayzz as a withdrawal option, why don't they solve it at once and let me withdraw there as compensation that you are the ones who don't give me an option for astropay

No me deja hacer hacer depósitos por ecopayzz ya mandé a soporte en línea que tenía problemas . De todas maneras si hago un depósito por ejemplo de 2000 pesos argentinos , luego ¿Me van a dejar retirar 124.000 que tengo en la cuenta ? . No creo seguro me van a decir que ese dinero fue ganado por otro medio de pago y así estaremos con más vueltas . Si tengo como opción de retiro ecopayzz .porque no lo solucionan de una vez y me dejan retirar por ahí como compensación de que son ustedes que no me dan opción para astropay

Thank you very much Marisa for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Hello Marisa,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite National Casino to join the conversation and participate in the resolution of this complaint.

Dear National Casino,

Can you please explain the situation regarding payment methods available, and what is required of the player to be able to make a withdrawal?

Kind regards,

Adam

I wanted to tell you that I had to create a neteller account and make a deposit for this medium to be enabled for withdrawals. They already verified the account. I made the withdrawals and they have not been deposited. According to what they tell me from support that they are analyzing from the finance department. On your page it says that you do not have to delay the withdrawal in virtual wallets. It's been more than a day since the retreat started.

Quería contarles que me tuve que hacer una cuenta de neteller y hacer un depósito para que este medio se habilite para retiros . Ya hicieron la verificación de la cuenta. Realice los retiros y no me los han depositado . Según lo que me dicen de soporte que están analizando del departamento de finanzas . En su página dice que no tiene que demorar el retiro en billeteras virtuales . Ya paso más de un día desde que inicie el retiro.

Thank you for the update, Marisa.

Dear National Casino,

Please respond and explain the situation regarding the player's withdrawal requests.

Kind regards,

Adam

Hello with great joy I tell you that I was able to withdraw my money today they sent it to me. I was able to do it by neteller. I withdrew 100,000 and they deposited 95. And bit but that's the least of it. Thank you for your management.

Hola con gran alegría te cuento que pude retirar mi dinero hoy me lo enviaron . Pude hacerlo por neteller. Retire 100.000 y me depositaron 95. Y pico pero es lo de menos . Gracias por su gestión .

Dear Marisa,

I'm glad to hear that your issue has been resolved and you have received your payment. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam