Complaint #23 National Casino

No Such Document that I am aware of

By Jeff T.

4 years ago

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.

Disputed Casino National Casino

Reason Verification issues

Amount $800

Discussion

AskGamblers

• Support Team

4 years 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.

Inactive user

4 years ago

National casino ended up reviewing my documents again and found what they needed. My account was verified
and my winning sent to me. This was a horrible ordeal overall. I had $30 level up bonus expire while waiting/trying to withdraw my money I didn't want any active bonus requirements against my winnings and now once again I have the same problem with a different casino they rejected all six of my doc's because they all have my full name Jeffrey and my account name I filled out with them I used the name I go by, and how I sign my checks just Jeff This is absolutely ridiculous to have to go through this when trying to withdraw. For months and months they all take your money no problem, they send emails almost daily notify you by email every time you deposit but then let a person win a little and try to take it out? Suddenly they don't know you at all. lol pretty crazy way to treat a customer
Thanks
Jeff

AskGamblers

• Support Team

4 years ago

Dear @jetme2,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

National Casino

• Representative

4 years ago

Dear all,

The Security Department reviewed the provided documents again and found the requested information in the documents that were provided by the customer some time ago.
We apologize for the inconvenience and the delay, also we would like to inform all that the cashout was approved.

Thank you.

National Casino Complaint Stats

Resolved 8 / 8

Avg. Amount $1,403

Avg. Complaint Duration 13 days

Avg. Response Time 2 days

National Casino Complaints

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500000 HUF withdrawal marked as Success but funds never arrived

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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.

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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

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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

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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

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