National Casino - A retirada do jogador está atrasada.

Hello, I requested a withdrawal of €3500 and was asked to provide some documentation, which I did.

The withdrawal was approved.

Two weeks later, I still haven't received the transfer, so I contacted support.

Initially, they responded saying that the transfer was completed on their end.

I then provided documentation from my bank, which showed that the transfer hadn't been received.

At that point, casino support told me they would try to resolve the issue, but I haven't received any response since their last email to me a day ago.

Buongiorno, ho richiesto un prelievo di 3500€ mi è stata richiesta della documentazione che ho fornito.

il prelievo è stato approvato.

Dopo due settimane non è ancora arrivato il bonifico, ho contattato il support.

inizialmente mi hanno risposto che a loro risultava completato il trasferimento dei fondi.

Allora ho fornito documentazione della mia banca la quale doveva incassare in bonifico dove dimostrava che non era arrivato nessun accredito da parte del casinó.

A quel punto il support del casinó mi ha detto che avrebbe provato a risolvere il problema ma non ho più ricevuto risposta dall’ultima e-mail inviata da loro a me un giorno fa

Hello Utenteita,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with National Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account was verified immediately because there was only one document missing to update which I immediately forwarded.

in fact the withdrawal was approved immediately. I was not playing with bonus money or anything else I was playing with money deposited by me, in fact there is no dispute regarding the withdrawal it was approved almost immediately. But the funds are not arriving. The casino replied to me that they are trying to solve the problem and eventually they will update me, but I do not believe it anymore

Il mio account è stato verificato immediatamente perché mancava solo un documento d’aggiornare che ho provveduto subito ad inoltrare.

infatti il prelievo è stato approvato nell’immediato. Non stavo giocando con soldi bonus o altro stavo giocando con soldi depositati da me, infatti non c’è contestazione in merito al prelievo è stato approvato quasi subito. Ma i fondi non arrivano. Il casino mi ha risposto che sta cercando di risolvere il problema ed eventualmente mi aggiorneranno, ma non ci credo più

Good evening, today the funds arrived in my account

Buonasera oggi sono arrivati i fondi sul mio conto

Dear Utenteita, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru