National Casino - El jugador afirma que el pago se ha retrasado.

ive been trying to get my account verified for days and they keep declining....they keep asking me for a detailed transaction of my deposit, but that doesnt exist with my bank, i sent them a copy of the transaction to which u can see my name , account number, all account info and the deposit... they keep answering back to click on the deposit and send them a detailed version... cibc bank does not provide that, u cannot click on the deposit

Dear Troutsalmon44,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

i made a mistake and but withdrawal issue instead of verification issue

Dear Troutsalmon44,

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

its been 5 days ...id and proof of address have been accepted , its the proof of deposit the problem..they are insisting on something that doesnt exist, i have told them 10 times and they just dont care...i cannot provide something that doesnt exist....cibc bank does not provide deailed transactions , the only thing they provide, i showed them...look at my pics it seems sufficiant to me

i also sent them my new bank statement and they rejected it as well saying my name doesnt appear but it does...please help me

Dear Troutsalmon44,

Would it be possible to forward the document they have rejected to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

i have sent u everything, still waiting on a reply from u

Thank you Troutsalmon44 for all the information provided. I will now forward your complaint to my colleague Martin (martin.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Troutsalmon44,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the National Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and give us some guidance on how to proceed? Which alternative document can the player send?

Hello Troutsalmon44,

To confirm your last deposit, we require a screenshot taken directly from your banking app or the desktop version of your online bank. Unfortunately, email screenshots are not accepted.

Please provide an image that clearly shows the details of the specific transaction — the payment information (amount, date, recipient, etc.) must be visible, not just the overall balance.

If you have any questions about how to provide this, our support team is always available and happy to help!

lol here we go in circles again.... i sent the official bank statements from my bank which shows the transaction ,name and balance, they keep asking me for a detailed transaction which does not exist with my bank. i cant just make up something that does not exist, whats so hard to comprehend? cibc bank doesnt provide detailed transactions, u cannot click on the transaction, thats literally the best i can do, why wouldnt i sent u it if it was possible? ive sent everything possible

Dear parties,

thank you both for your updates on the matter.

Dear casino representative,

as it is not possible for Troutsalmon44 to provide the required document, can you give us an alternative option?

Hello,

All the required documents have been received and successfully verified. The player can now submit a withdrawal request, and we’ll proceed with the processing as soon as it’s done.

Dear National Casino representative,

thank you very much for the update. I hope the issue will be resolved in the near future.

Dear Troutsalmon44,

are you able to proceed with the withdrawal request?

casino is playing games..no it has not been resolved ,they declined my withdrawal again just now and keep asking the exact same thing as previously, keep this complaint open

Dear Casino representative,

it seems that the issue still persists. Please let us know when appropriate steps to tackle the issue have been taken.

Hello! Please accept our sincere apologies for the inconvenience.

Troutsalmon44,

We kindly ask you to submit a new withdrawal request — everything should go through smoothly now.

If you need any assistance or have further questions, we’ll be happy to help!

requested a new withdrawal, and surprise surprise they did it again... withdrawal declined and again asked for the same verification as earlier... please nationalcasino stop wasting my time and fix the issue... u say one thing and then do another

Dear Troutsalmon44,

can you please provide a screenshot of the error so we can see what you are dealing with?

here you go...not sure if its uploading or not

Dear parties,

I can confirm the player provided us with a screenshot of an automated email titled "withdrawal request canceled," dated May 1st 2025.

Dear casino representative,

as the issue still persists, I would like to ask you to escalate this issue to your technical department and let us know when the issue is definitively solved.

Hello!

We’re happy to inform you that your withdrawal has been successfully processed.

If you have any questions, feel free to reach out to us.

Have a great day and best of luck!

i can confirm its been settled thank you for ur help

Dear Troutsalmon44,

We're glad to hear your issue has been dealt with, even though the process was far from smooth sailing. We would also like to thank the casino representative who participated in the resolution process. We'll now go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru