National Casino - Igrač se bori da dovrši provjeru računa.

I tried to withdraw my winnings of 1000.00. I submitted all required documents. All my documents have been approved however they keep asking me for more info on my banking documents. They want a screen shot of my deposit showing the deposit to the casino and also showing my name. My bank does not show the senders name on the etransfer. I sent them two screenshots. One of the deposit. One of my account showing my name.

then they came back and wanted front and back copies of my debit card. I sent that but because my name is not on it they say I can’t prove it’s my card.

ive sent proof of address, proof of I.d.. all approved.

I don’t know what else to do.

can you help me?

Rosanne

Dear Rosanne,

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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Could you please specify which payment method you have used to deposit funds into your account if your name is not displayed on the card? Was it a voucher, or a gift card?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Complaint has been resolved as of last night. Documents all verified. Withdrawal being processed today.

Thanks for responding

Thank you, Rosanne, for the update. The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed.

Withdrawal received.

Awesome. As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Rosanne, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru