National Casino - Der Spieler hat Schwierigkeiten, die Kontoüberprüfung abzuschließen.

Hello. Here's the thing I created an account at the casino I made more than 2 deposits. I sent them all my documents and they were accepted. Only time to withdraw my money. I get an email saying: upload a screenshot of your deposit banking transaction showing the transaction details (including Iban and the name of the deposit sender) in the documents tab of your profile.

I've already sent the screenshot with my proof of account, proof of deposits and even so I've talked to them more than 10 times and they tell me to wait for confirmation. And when it's confirmed I try to do the survey again and send me the same email. I'm tired of texting them and they don't resolve the situation

Olá. É o seguinte eu criei conta no casino fiz mais de 2 depositos. Mandei lhes todos os meus documentos e foram aceitados. So que na hora de fazer o levantamento do meu dinheiro. Recebo um email a dizer: faça upload de uma captura de tela da transação bancaria do seu depósito mostrando os detalhes da transação (incluindo Iban e o nome do remetente do deposito) na guia de documentos do seu perfil.

Ja enviei a captura de tela com o meu comprovativo de conta , o comprovativo de depositos e mesmo assim ja falei mais de 10 vezes com eles e dizem me para aguardar por a confirmação. E quando é confirmada tento fazer novamente o levantamento e manda me o mesmo email. Ja tou farto de mandar mensagens para eles e eles nao resolverem a situação

Dear Doncorleone10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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

Dear Doncorleone10,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.