Complaint #55 National Casino

Declined withdrawal each time even after documents approved

By Sachin

3 days ago

Dear Askgamblers,

I have been facing repeated rejection of my withdrawal from national casino amount of 104804 in total 3 withdrawal request of 49000, 48000, 7804 INR as the maximum withdrawal per request is 49000.

On 6th October, i deposited 10000 INR using UPI deposit method on casino which redirected me to my UPI app and the amount of 9998.50 sent successfully by me. Deposit 10000 INR arrived in account after few minutes.

Today I have requested withdrawal and it was declined and I was asked to upload the bank screenshot where my name, account number, and last deposit i made should be visible. As I paid from third party UPI app Paytm, i submitted the payment screenshot it has my name, timestamp, amount and unique transaction ID was visible. I resubmitted the withdrawal and it was rejected again though the submitted document was approved. I was again asked to provide the bank account ownership proof where above details should be visible and I am only allowed to upload jpg,jpeg only no pdf is supported.

I managed to take scrolling screenshot upto my latest deposit is visible and again submitted screenshot. After few hours, documents showing approved but withdrawal again declined and refunded back to wallet.

This time I was asked to upload the same screenshot again and again I uploaded the same screenshot in more clear format and also attached my bank welcome letter screenshot where my name, account number etc was visible just to make them sure my account ownership. Eventually, that document also approved by casino so i thought finally I can withdraw now.

I resubmitted withdrawal and after few hours again declined and refunded back and stated same reason on rejection reason.

My bank screenshot is clearly showing my name, account number, latest deposit, date, time, and unique transaction number which is matching with my UPI payment screenshot as well.

I again highlighted the same deposit transaction using color box and resubmitted it was also approved but sadly withdrawal again declined.

I am tired to providing my bank account ownership and deposit transaction proof via several 8-9 screenshots which are successfully approved but still their automated email is asking same again and again.

I never expected such issue from a big brand like national casino as I have very positive experience with their sister casino like 20bet, safecasino, bizzo, granawin etc which are owned by same management.

I am hereby attaching all the documents which is already approved by casino for askgamblers team to review by their end and make it clear if I am lacking anywhere to prove my deposit and account ownership. For additional reference, I am also attaching bank welcome letter and UPI payment statement as well.

Awaiting national casino to join this thread and let me know publically what exactly made you to reject my all withdrawal every time.

Disputed Casino National Casino

Reason Declined payment

Amount ₹104804

Discussion

AskGamblers

• Support Team

2 days ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

svn311471

• India • 5 reviews

3 days ago

Dear Askgamblers,
Thank you for publishing my complaint. I just received my withdrawal successfully.

I really appreciate the efforts taken by your team to review the case.

National Casino Complaint Stats

Resolved 9 / 9

Avg. Amount $1,367

Avg. Complaint Duration 12 days

Avg. Response Time 2 days

National Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 8 out of 8 complaints in this category have been resolved.

This operator's average complaint duration is 12 days, while the average duration across all operators is 8 days.

National Casino Complaints

See all complaints for this casino

500000 HUF withdrawal marked as Success but funds never arrived

My withdrawal of 500,000 HUF has been marked as 'Success' since Friday morning (10:00 AM). However, the funds have not arrived at my bank (K&H Bank) after 5 business days. Despite several promises from support agents (Gordon and Scott) to provide the MT103/UETR proof via email, I have received nothing.
In my last chat today, agent Scott admitted the payment is still being processed by a 'third-party payment provider' and is 'out of their control'. This proves that the 'Success' status in my account is misleading, as the transfer hasn't actually been initiated to my bank yet. I request the casino to provide the official MT103/UETR proof immediately or ensure the arrival of my funds.

Resolved

Ft500,000

Withdrawal delay issue

I am filing a complaint against National Casino regarding my delayed withdrawal and repeated verification requests.

I requested a withdrawal 6 days ago, and the status is still showing as "pending". Despite contacting customer support multiple times, I have not received any clear explanation or estimated timeframe for the delay.

Furthermore, I am being repeatedly asked to provide deposit verification documents. I have already submitted the required transaction proof with all necessary details, including amount, date, account information, and owner name. However, the same documents are being requested again.

This situation is causing unnecessary delay and raises serious concerns about the handling of my funds. I have fully cooperated with all requirements, but my withdrawal remains unprocessed.

I kindly request that AskGamblers investigate this matter and assist in ensuring that my withdrawal is processed as soon as possible.

Thank you

Rejected

Three missing deposits total 95000 INR

I have had an extremely frustrating and unacceptable experience with this platform. I have three missing deposits: ₹20,000 pending since last Saturday, ₹50,000 since last Wednesday, and another ₹25,000 also missing since yesterday. Despite providing bank statements, payment confirmations, and all required proofs, the support team keeps saying the issue is “escalated” but cannot give any timeframe for resolution.

Is this even acceptable? How can deposits simply go missing for days? It should not take weeks to trace payments that were successfully debited from my bank. I’m repeatedly asked for documents, and at this point it feels like I’m being treated as if I need to prove my honesty, rather than the platform taking responsibility. What’s next—do I have to swear an affidavit to prove I paid?

If your payment providers have issues or have defrauded you, why should customers suffer for it? This is not the customer’s fault. A reliable platform should either credit the amount promptly or refund the money from its own pocket while resolving issues internally.

This situation is absolutely pathetic and unacceptable. If my money is not refunded immediately, I will proceed with a police complaint for fraud, escalate the matter to the relevant gambling authority, and send a legal notice. No legitimate platform should operate this way.

Resolved

₹95,000

National casino no withdraw

I can’t withdraw, my account verified didn’t accept a bonus, all their methods of withdrawing say error if it loads it says accepted then come it comes back into my account saying it’s my banks issue and I’ve rung my bank and they said it’s nothing on their end, after 20+ failed attempts every time it fails there’s another excuse in my emails every time or usually it just doesn’t process and says error, the bot support team has a different reason every time from why it isn’t working saying my details are wrong or I need to deposit again or use another card??

Resolved

$2,400

Account never gets verified and delay withdrawals

I made an account at Nationalcasino on 17.03.2024 and deposited money to play casino.

After winning 2000 euros, decided to make withdrawals. But this was no simple matter! I had to verify the account, so I tried to send all the documents they requested.

They asked for 3 months' account statements from my Bank, a photo of my ID and a paycheck, after I tried to upload my documents on their page, so do not accept PDF file. so then I had to take screenshots of all my documents to submit as JPG files.

So this was a very demanding process for me, but after I uploaded all the images, they asked me to submit bank printouts as a PDF file via email, which I did too.. However, after waiting for the withdrawal since, 22.03.2024, none of my documents have been approved or my withdrawal of 2000 euros has been approved!

Now I'm getting impatient and annoyed, since they've asked me to send so many documents but never approved any of them! can you help me solve this problem???? I'll send along some screenshots of the conversations I've had with support by email, so you can see what's happened!

Resolved

€2,000

Casino will not pay me

This casino has refused to pay me my $1400 for 8 months now. Over 30 emails back and forth with the ‘financial team’ and Live Chat messages. They keep saying the banking details are incorrect yet I have spoken to my bank on 3 separate occasions, each time they have told me they do not stop payments and said they see no attempt made to pay me by the casino. I even asked them to look at the withdrawal information to make sure I’m not making any mistakes and they confirmed all my details are correct.

All my information is correct, all documentation verified, twice.

I tried once more on the 3rd of February and still the same story.

I have no outstanding wagers, no bonuses to play, etc. I’m at my wits end with this Casino as it seems they don’t intend on paying me.

Resolved

$1,400

Wont reply, wont pay, terminated my account

After more than 2 weeks of of continuous effort trying to withdraw $2000 from this casino and having several failed withdrawal attempts due to incorrect bank details and having too many registered bank accounts (I only have one) even though my account and identity were verified and accepted national casino refused to pay me my winnings.

I've been tirelessly sending and receiving emails until today. I had had enough and said how much I could do with my money over Christmas. The casino terminated my account and won't reply to my emails. I've definitely deposited more than $2000 and I have no outstanding wagers or anything that would interfere with me receiving my withdrawal. Not very impressed.

Resolved

$2,000

No Such Document that I am aware of

Hello

I am having great difficulties with National Casino.

I put in for a withdrawal of my winnings and of course they wanted to verify my account. I am use to this process and have gone through it ten or more times at other online casino, utility bill, driver license and screenshot of online banking and or bank statement so I have four approved documents with National.

However they insist on seeing a time of deposit? Nowhere in my online banking or anyone else's that I have asked here in Canada does it show a transaction time, only the date. I phoned my bank and asked if I am missing where to find this information and was told nowhere does it show the time, just the date.

I receive an email (attached file) from my bank every time I send an etransfer to a casino and that shows the amount, transaction number, date, time with the Interact logo perfect! so I screenshot that an sent it to them and they rejected it as ":invalid document" I have tried contacting them through emails many times and it's like they don't even read what I writing they just keep sending me back the same response which I copied and pasted below.

Please I need my cash so if there is anything you can do to help, it would be greatly appreciated.

Kind Regards

Jeff

Dear Player,

Thank you for contacting us!

To proceed with your withdrawal, please upload a proof of deposit - a screenshot of a single detailed transaction with the amount deposited, date, account number/chequing number and time of transaction. Also, please upload a screenshot of your bank account with the account number/chequing number and holder's name visible.

Please upload the requested documents to your casino profile and request a new withdrawal so our finance department will be able to check your uploaded documents.

Resolved

$800

Don't pay and ignore

My name is Jakub < surname removed >.

National Casino rejected my withdrawal request of 6200 PLN 5 times. Each time they have another excuse:

"use different payment method"- I did Mifinity and LuxonPay; they rejected again
"wihdrawal are currently not possible, wait 2 hours"- I waited 8 hours they rejected again without explanation
"your case was forwarded to another department You will get reply over email" - I got no reply

I made official complaint. They didn't reply. As they simply ignore me I guess my complaint is justified.

Regards,

Jakub < surname removed >

Casino mail I used: < email removed >

Resolved

zł6,000