National Casino - A desistência do jogador foi recusada.

After asking me for a million verification documents to verify my account, returning the amount of all withdrawals after trying to withdraw my money on more than 20 occasions (1,300 euros after depositing 1,150 euros) and responding to all requests with automated messages giving me long, this casino has sent me an email saying the following:

It has come to our attention that some of your bets are placed on mutually exclusive outcomes. Due to this, we were unable to process your withdrawal request. The funds were returned to your account. Unfortunately, your account has now been temporarily suspended as well.

I don't even know what they mean. It has been a complete robbery and they are real scammers. I am going to proceed to file a complaint with the corresponding agencies, but I would like to know how I can close their account at least in Spain and if I can report them through the police.

I have more tests, videos, emails, etc. Of everything.

Regards, and thank you very much

Tras pedirme un millón de documentos de verificación para verificar mi cuenta, devolverme el importe de las todas las retiradas tras intentar retirar mi dinero en más de 20 ocasiones (1300 euros tras haber ingresado 1150 euros) y responderme con mensajes automatizados a todas las solicitudes dándome largas, este casino me ha mandado un correo diciendo lo siguiente:

Nos ha llamado la atención que algunas de sus apuestas se realizan en resultados mutuamente excluyentes. Debido a esto, no pudimos procesar su solicitud de retiro. Los fondos fueron devueltos a su cuenta. Desafortunadamente, su cuenta ahora también ha sido suspendida temporalmente.

Ni siquiera sé a lo que se refieren. Ha sido un robo en toda regla y son unos auténticos estafadores. Voy a proceder a poner una denuncia ante los organismos correspondientes, pero me gustaría saber cómo puedo lograr cerrarles la cuenta al menos en España y si puedo denunciarles a través de la policía.

Tengo más pruebas, vídeos, correos, etc. De todo.

Un saludo y muchas gracias

Dear VIAR,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I better understand the situation.

Did the casino give you a confirmation your casino account was fully verified? Did you accumulate your winnings using a bonus? Do you know if the balance on your casino account was reduced, when the casino didn't process your withdrawal?

I'll look forward to your reply.

Best regards,

Tomas

Hello Tomas. My account is fully verified and I have not used any bonuses. Indeed, in one of the withdrawals they took 100 euros from me, but even so they owe me 1300 euros that they do not want to pay me, justifying themselves with the fact that I have made exclusive bets or something like that.

Hola Tomas. Mi cuenta está totalmente verificada y no he usado ningún bono. Efectivamente en una de las retiradas me quitaron 100 euros, pero aún así me deben 1300 euros que no me quieren pagar, justificándose con que he realizado apuestas excluyentes o algo así.

Thanks for the reply, VIAR.

Could you please forward the email from the casino with the justification for canceling your withdrawal? My email is tomas@casino.guru

Dear VIAR,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.