National Casino - El retiro del jugador se retrasa debido a la verificación del depósito.

Hello, I am reaching out to inform you of a withdrawal of 5000€ won on the National Casino website. They are asking for information about a deposit made on the 20th of December 2023 at 15:44:12 UTC, but the prize was won with a deposit made on the 21st of December 2023 at 15:54 hours. I kindly ask for your assistance in resolving this issue. Thank you and best regards.

Hola me pongo en contacto con ustedes para comunicarles de una retirada de 5000€ ganada en la web national casino, que me piden una informacion de un deposito realizado el dia 20-12-2023 15:44:12 horas UTC y el premio fue ganado con un depósito echo el dia 21-12-2023 a las 15:54 horas.les pido que por favor me ayuden a poder solucionar este problema. Gracias y un saludo.

Dear garciaoliverjavier0,

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 can complete the verification procedures. None of the serious and licensed casinos take KYC lightly and the casino has the right to verify every method used for deposits made in the casino.

• Could you please explain what payment method you used to deposit in the casino on the 20th of December?
• Have you submitted documents concerning this deposit to the casino as requested?
• What response have you received from the casino?

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Look, I have another prize of €1000, which I cannot collect for the same reason. I think that the deposit that they say I made for another type of deposit, I think it was by bank transfer and there were two deposits of €250 that have not reached my web profile, so this is already a scam. I think I can send you the screenshots of the deposits made by transfer but they do not give the time but the day and it is 12/20/2023 that could be the information they are asking me for, but it has nothing to do with the deposit that I did by winning both awards. I don't understand. Please help me solve this. Sincerely Javier ****

Mire a parte tengo otro premio de 1000€ el cuel no puedo cobrar por el mismo motivo. Creo que el deposito que dicen que hice por otro tipo de deposito creo que fue por transferencia bancaria y han sido dos depositos de 250€ que no han llegado a mi perfil de la web por lo cual esto ya es estafa. Creo que puedo enviarle las capturas de pantalla de los depositos echos por transferencia pero no ponen la hora pero si el dia y es del 20/12/2023 podria ser esa la información que me piden, pero no tiene nada que ver con el deposito que hice al ganar los dos premios. No entiendo. Por favor ayudenme a poder solucionar esto. Atentamente Javier ****

I sent them the bank statements made with the visa card and I did not remember the deposits made through bank transfer, which could be the deposit for which they are preventing me from being able to withdraw the €5000 on one part and the €1000 on the other deposit .echos on 12/21/202023

Yo les envie los estractos bancarios echos con la tarjeta visa y no me acorde de los depositos echos atraves de transferencia bancaria, que piede ser ese deposito por el cual me estan impidiendo poder retirar los 5000€ por una parte y los 1000€ por otro deposito.echos el 21/12/202023

I have never had problems with this casino when it comes to collecting prizes, on some occasions they have taken longer than normal to make the withdrawal effective but I have been able to collect it, but now I do not understand their position.

Nunca he tenido problemas con este casino a la hora de cobrar premios, en alguna ocasion han tardado mas tiempo de lo normal en hacer efectiva la retirada pero lo he podido cobrar, pero ahora no entiendo la postura que tienen.

I sent them the bank movements of the transfers with their respective references and concepts, which is the last thing they asked me to send them.

Les enviado los movimientosbancarios de las transferencias con sus respectivas referencias y conceptos que es lo último que me han pedido que les envie.

Hello, good morning, I am contacting you to tell you that of the five deposits I made through transfer, €750 now appears on my profile page but there are still 2 deposits of €250 each missing but I have not yet been able to withdraw the €5000 from one prize plus the €1000 from another but they won't let me withdraw the €750 that in the end appeared minus two of the deposits of five of €250. This is already a joke, I have had to give them all the account transactions for the entire month plus the receipts for the 5 deposits of €250. What did they ask me for on 12/20/2023, but they won't let me withdraw the prizes that amount to a total of €7,000 between prizes and deposits that never appeared and now it turns out that yes, who is the culprit, national casino is the culprit because they didn't They are doing well, they are working and the deposits via bank transfer are lost. I am fed up with... so much impudence and lack of attention from the support team who take this as if it were not theirs, I have told them that if within the period of seven days they have to make the withdrawal effective, I will be forced to take legal action against them, because they are to blame for everything and they turn their ears, that's fine!!!

Hola buenos dias me pongo en contacto con ustedes para decirles que de los cinco depositos que hice atraves de transferencia ahora me aparecen 750€ en la pagina de mi perfil pero aun faltan 2vdepositos de 250€ cada uno pero todavía no he podido retirar los 5000€ de un premio mas los 1000€ de otro pero no me dejan retirar los 750€ que al final han aparecido menos dos de los depositos de cinco de 250€. Esto ya es cachodeo, les he tenido que entregar todos los movimientos de cuenta de todo el mes mas los recibos de los 5 depositos de 250€. Que me pedian del dia 20/12/2023, pero no me dejan retirar los premios que sjman un total de 7000€ entre premios y depositos que nunca aparecieron y ahora resulta que si, quien es el culpable, national casino es el culpable porque no lleban bien, el trabajo y se pierden los depositos atraves de transferencia bancaria. Estoy hasta los.... de tanto descaro y falta de atencion del equipo soporte qie se toma esto como si no fuese con ellos, les he dicho que si en el plazo de siete dias que tienen para hacer efectiva la retirada, me veré obligado a tomar acciones legales contra ellos, por que ellos son los culpables de todo y se hacen los orejas, ya esta bien!!!

If the case is resolved, the casino makes the deposit of €5,000 upon delivering all the requested documentation.

Caso reauelto, el casino hace el deposito de 5000€ al entregar toda la documentación aolicitada.

Dear garciaoliverjavier0,

I'm glad to hear that the casino paid out your funds. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru