Complaint #47 National Casino

Withdrawal delay issue

By Md Taohidul islam A.

2 months ago

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

Disputed Casino National Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

2 months ago

Dear @taohidul088,

The AskGamblers Complaint Team is kindly asking you to assist the National Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

National Casino

• Representative

2 months ago

Hello taohidul088,

Thank you for reaching out, and we're sorry to hear you've experienced difficulties — that's never the experience we want for our players.

We'd like to clarify the current status of this case. Our support team has already been in touch with the player and requested the necessary details regarding the deposit in question. Unfortunately, we have not received the required information from the player's side as of yet.

Additionally, our payments team has conducted a thorough review of the deposit, and all relevant information has been shared with the player. We are also still awaiting the requested documents, which are needed to proceed further.

We remain happy to assist and resolve this as quickly as possible — we simply need the player to provide the outstanding details so we can move forward.

AskGamblers

• Support Team

2 months ago

Dear @taohidul088,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

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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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!

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

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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.

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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 >

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