National Casino - O jogador acredita que o seu pagamento foi atrasado.

I have fully verified my account and submitted all documents.

The casino keeps changing requirements and even asked me to deposit again to withdraw, which is unacceptable.

My withdrawal of 996 CHF is being unfairly delayed.

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Dear Cristian990724,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Cristian990724,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

No, I have not yet received any money in my bank account.

I have tried contacting the casino via email, and the only thing they were able to confirm was this:

" Dear Player,

We kindly ask you to wait until the end of the day, because every withdrawal is being processed on the next day after it is approved from our side. Since the withdrawals are not being processed during the weekends on the payment providers' sides, then 5 business days have not yet passed.

We are hoping for your understanding. „

Please note that I tried to withdraw my money on 26/04/2026.

Dear Cristian990724, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Hello,

I would like to confirm that this is my first withdrawal request, and I have not made any successful withdrawals before.

I can also confirm that I have completed the KYC verification process successfully by submitting the requested photo identification documents.

Additionally, I did not use or have any active bonus while playing.

I played casino games only.

i have not recived any money..

According to the payment document provided, the withdrawal was marked as "Completed" on 26-04-2026. However, I still have not received the funds in my bank account.

Please investigate this matter with your payment provider and provide me with an official SWIFT/MT103 confirmation for the bank transfer.

Thank you.

Dear Cristian990724,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo, (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thank you for the help but can i ask what Happens when i am going to police for this case?

I asked for an official MT103 SWIFT confirmation from the sending bank, but I received this XML/SEPA message instead.

My bank cannot verify the transfer using this document alone.😅 this guys are a joke..

Dear Cristian990724,

It is a pleasure to e-meet you. My name is Kubo, and I will be handling your complaint moving forward.

Based on my understanding of the complaint thread, the casino claims that they have already released and paid out your withdrawal. Could you please confirm whether you have already contacted your bank regarding this issue and provided them with the confirmation letter received from the casino?

Thank you.

Best regards,

Kubo

Hello Cristian990724,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru