National Casino - El retiro del jugador se ha retrasado.

The casino does not pay out, although the GTCs (Terms & Conditions) specify a processing time of 3 days.

In response to questions from support, the case is passed on to the "Financial Department", among other things, but nothing happens.

Every time you contact the support, different answers are given as to why the payouts are not taking place.

After consulting your own bank, it is not up to this.

Every support employee uses the copy & paste function. Nobody really cares.

The verification of the documents worked on the day the payment was submitted, ie it was confirmed directly by email that the documents were successfully checked.

Das Casino zahlt nicht aus, obwohl in den AGBS (Terms&Conditions) eine Bearbeitungsdauer von 3 Tagen angegeben wird.

Auf Rückfragen im Support, wird der Fall unter anderem jedes mal an das "Financial Department" weitergegeben, doch es passiert nichts.

Bei jedem Kontakt mit dem Support werden andere Antworten angegeben, wieso die Auszahlungen nicht statt finden.

Nach Rücksprache mit der eigenen Bank, liegt es nicht an dieser.

Jeder Supportmitarbeiter nutzt die Copy&Paste Funktion. Es kümmert sich keiner wirklich um das Anliegen.

Die Verifizierung der Dokumente hat am Tag der Einreichung der Auszahlung funktioniert, d.h. es wurde direkt per Mail bestätigt, dass die Dokumente erfolgreich geprüft wurden.

Dear Jochen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Have you made any successful withdrawals before? Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

I have sent you the documents by email to kristina.s@casino.guru.

LG

Yokes

Hallo Kristina,

ich habe dir die Unterlagen per mail an kristina.s@casino.guru geschickt.

LG

Jochen

Please, correct me if I am wrong, but from what I understand you've requested the withdrawal on the 31st of August. Unfortunately, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place. We usually give withdrawals at least 14 days. I will set the timer for additional 7 days and if there is no development within this time frame, we will intervene.

Please, let us know if there is anything new in the meantime.

Dear Jochen,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.