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