National Casino - La retirada del jugador se retrasa.

This casino did not make the payment. I hereby inform you of my extreme concern regarding my withdrawal request at National Casino. On the 30th of January 2023, I requested a withdrawal of €670 from my National Casino account, however after checking my Skrill account, I noticed that the withdrawal was still not processed. To substantiate my claim, I attached a complete and detailed statement from my Skrill account, which clearly shows that no transactions were processed worth €670, I contacted Skrill and was informed that the transfer I requested on 30th January was reversed for reasons beyond my control. to Skrill.

NationalCasino customer support only sends automatic responses and they don't pay what they owe me.

Be very careful with this casino

Yours sincerely,

Carlos Guedes

Este casino não fez o pagamento. Venho desta forma informar a minha extrema preocupação em relação ao meu pedido de levantamento no National Casino. No dia 30 de janeiro de 2023, solicitei o levantamento de € 670 da minha conta no National Casino, no entanto, após verificar minha conta Skrill, notei que o levantamento ainda não foi processado. Para comprovar minha reclamação, anexei um extrato completo e detalhado da minha conta Skrill, que mostra claramente que não houve transações processadas no valor de € 670, contactei a Skrill e fui informado de que a transferência solicitada em 30 de Janeiro foi revertida por motivos alheios a Skrill.

O apoio ao cliente do NationalCasino envia apenas respostas automáticas e não pagam aquilo que me devem.

Muito cuidado com este casino

Atenciosamente,

Carlos Guedes

Hello Straca97,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with National Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

my account was already verified months ago, I even made other withdrawals, but this one never reached my account, all with real money. I have already sent my statement which does not contain the amount transferred and the reply from Skrill (digital wallet where the supposed transfer was made), where I was told by Skrill support that the transfer was reversed for reasons beyond Skrill and that it did not exist no further attempts on the part of the casino. NATIONAL CASINO no longer responds for more than 4 days.

Olá,

a minha conta já foi verificada meses atrás, inclusive já fiz outras retiradas, mas esta nunca chegou a minha conta, tudo com dinheiro real. Já enviei o meu extrato onde não consta o valor transferido e a resposta da Skrill (carteira digital para onde foi feita a suposta transferência), onde me foi dito pelo apoio da Skrill que a transferência foi revertida por motivos alheios a Skrill e que não existiu nenhuma outra tentativa por parte do casino. O NATIONAL CASINO já não e responde á mais de 4 dias.

Thank you Straca97 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Straca97,

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 provide an update on the status of the player's withdrawal? Why has the payment been reversed?

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Straca97,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 

The complaint will be closed as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at tomas.k@casino.guru.

Best regards,

Tomas

We’ve reopened this complaint at the request of National Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Straca97,

While I understand that it's been a significant amount of time since you filed your complaint, we have received the following information from the casino team:

Hello!

 We are pleased to inform you that this problem has been successfully resolved. Our support team made every effort to contact the client, but unfortunately, he is not responding to our emails. If the player still has any problems and cannot find the withdrawal of funds, we are ready to assist. From our side, it can be seen that the funds have been successfully sent and no chargeback has occurred.

 Thank you for your attention and understanding.

Can you please confirm this information?

Dear Straca97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Straca97,

Considering your continued activity on our forum and the absence of communication that would typically accompany non-receipt of funds, it was concluded that you have indeed received the funds successfully. Since we haven't received further confirmation or any additional assistance requests from you, we regretfully must close this complaint as rejected. I'd like to express gratitude to the casino team for their cooperation.

Feel free to reach out if you encounter any issues with this or any other casino in the future, and we'll do our utmost to assist you.

Best regards,

Michal

Casino Guru