National Casino - Os documentos do jogador para o KYC foram recusados.

I have sent all the documents properly, only they reject each one. Why?

Ich habe alle Dokumente ordentlich gesendet nur die lehne jede einzelne ab. Weshalb?

Dear Yunus Emre,

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 can understand the whole situation completely. Have you submitted all your documents in the required format? It says on the forwarded screenshot that the casino doesn’t accept PDF formats, only JPEG or JPG. Additionally, all the documents need to be uploaded separately, and only requested ones will be checked and considered for the KYC verification.

Could you please advise if you have tried communicating this issue with the casino?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello, All documents are separate as you can see. I am not using these documents for the first time. So far the exact same documents have been accepted on every other online casino site and transactions have been carried out. We both know exactly why these guys refuse all documents. Just so as not to pay the sum, almost all of these problems initially cause 🤣

Kind regards.

Guten Tag, Alle Dokumente sind seperat wie sehen. Diese dokumente benutze ich nicht das erste mal. Bisher wurde genau die selben Dokumente auf jeder anderen Online Casino Seiten akzeptiert, und wurden Transaktionen durch gefuhrt. Wir beide wissen genau wieso diese Typen alle Dokumente ablehnen. Nur um die summe nicht aus zu zahlen machen am anfang fast alle diese Probleme 🤣

Mfg.

Thank you very much, Yunus Emre, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I thank you in advance, hopefully we can sort it out again.

Ich danke ihnen schonmal in voraus hoffentlich können wir das nochmal regeln.

Hello Yunus,

I'm Nick and I'll be assisting you from now on in your issue. I would like to ask National Casino to join us and help us resolve the player's issue.

Unfortunately, we haven't receive any respond from the casino yet. Please note that if the casino won't reply within the next 7 days, the complaint will be closed as unresolved which may lead to casino's rating deduction.

Dear Yunus,

The complaitn will be now closed as unresolved as we haven't receive any respond from the casino for over 2 weeks. I'm really sorry that we could not help you more but as the casino is non-responsive there isn't much we can do for you. You can still contact the licencing authority of the casino, they would probably have a bigger chance to get in touch with the casino. The casino can reopen the complaint anytime as the unresolved complaint may negatively affect the casino's rating.

Best regards,

Nick

Casino.guru

We’ve reopened this complaint at the request of National Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello!

We apologize for the delay in responding. We have made additional checks on your request. Our support team has repeatedly reminded the player to provide documents in JPG or JPEG format, not PDF.

If you have any further questions or require further assistance, please do not hesitate to contact our support team. We are always available to assist you with any questions you may have.

Dear Yunus,

Can you please provide any evidence that you have forwarded the requested documents to the casino?

Dear Yunus Emre ,

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.