National Casino - El jugador cree que el reintegro se ha retrasado.

I have fully verified my account and submitted all documents.

The casino keeps changing requirements and even asked me to deposit again to withdraw, which is unacceptable.

My withdrawal of 996 CHF is being unfairly delayed.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Cristian990724,

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

Dear Cristian990724,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

No, I have not yet received any money in my bank account.

I have tried contacting the casino via email, and the only thing they were able to confirm was this:

" Dear Player,

We kindly ask you to wait until the end of the day, because every withdrawal is being processed on the next day after it is approved from our side. Since the withdrawals are not being processed during the weekends on the payment providers' sides, then 5 business days have not yet passed.

We are hoping for your understanding. „

Please note that I tried to withdraw my money on 26/04/2026.

Dear Cristian990724, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Hello,

I would like to confirm that this is my first withdrawal request, and I have not made any successful withdrawals before.

I can also confirm that I have completed the KYC verification process successfully by submitting the requested photo identification documents.

Additionally, I did not use or have any active bonus while playing.

I played casino games only.

i have not recived any money..

According to the payment document provided, the withdrawal was marked as "Completed" on 26-04-2026. However, I still have not received the funds in my bank account.

Please investigate this matter with your payment provider and provide me with an official SWIFT/MT103 confirmation for the bank transfer.

Thank you.

Dear Cristian990724,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo, (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thank you for the help but can i ask what Happens when i am going to police for this case?

I asked for an official MT103 SWIFT confirmation from the sending bank, but I received this XML/SEPA message instead.

My bank cannot verify the transfer using this document alone.😅 this guys are a joke..

Dear Cristian990724,

It is a pleasure to e-meet you. My name is Kubo, and I will be handling your complaint moving forward.

Based on my understanding of the complaint thread, the casino claims that they have already released and paid out your withdrawal. Could you please confirm whether you have already contacted your bank regarding this issue and provided them with the confirmation letter received from the casino?

Thank you.

Best regards,

Kubo

they want this know… 😅

no but i will contact my Bank.

but it will be hard because the letter dont have a real MT103 SWIFT …

what can i do more to get my money from this scamers… ?

Hello Cristian990724,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Cristian990724,

I apologize for the delay in my response.

Do you have any updates to share? Have you contacted your bank?

I understand that the bank may not have been able to help much due to the lack of an MT103 SWIFT message. However, since the payment was processed via Inpay, have you also tried contacting them directly?

In accordance with our standard procedure, I would like to invite a representative from National Casino to join this conversation. Their participation should help ensure a smoother and more efficient resolution of your case.

Dear National Casino,

Could you kindly provide more detailed information regarding the player’s issue?

As I understand it, the payment has already been processed on your side via Inpay. Since the player has already reported this issue to you, could you please confirm whether it was escalated to the payment provider to find out what happened?

If so, do you have any findings or updates you can share with us?

Feel free to respond publicly here or by email at jakub.m@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hello,

We would like to clarify that we have already provided the player with the full set of available payment confirmations and supporting documents that may be used when contacting their bank.

As shown in the email, our colleagues are still waiting for the requested documents. To continue reviewing the case, the player needs to provide:

1. An official bank statement in PDF format, covering all incoming and outgoing transactions from 26 April 2026 until the present date.

2. An official response from the bank regarding the Proof of Payment and the PACS.008 message that we provided earlier.

Once the required documents are provided, our team will be able to continue the investigation.

Dear National Casino,

Thank you for providing the additional details.

Dear Cristian990724,

Please follow the casino’s instructions and provide the requested document. I understand that you may find this request invasive; however, the casino is entitled to verify whether the payment was indeed not received on your end.

In order for us to proceed with the resolution process, I would also like to review the same bank statement. Please generate the statement through your internet or mobile banking, provide it to the casino as requested, and include me in CC at jakub.m@casino.guru.

Additionally, have you already contacted your bank regarding this matter? At this stage, it is still unclear whether the bank informed you that it was unable to locate the transaction, or whether this was your own conclusion. Please provide more details about this.

Thank you.

Dear Cristian990724,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru