National Casino - プレイヤーの撤退が遅れています。

Even though I've already withdrawn funds before, this time they don't want to pay me. First, they asked me to change the payment method. Then, they wanted a December bank statement. The statements are not available yet as it's mid-December. They will be uploaded to the bank at the end of the month. I sent a screenshot and details for each of the transfers made in December, just as they requested. The deposits were made through the specified method, and I provided all the necessary documentation. I need them to pay me.

I don't understand how suddenly they can't pay me, especially since I've successfully withdrawn funds in the past.

a pesar de ya haber cobrado anteriormente esta vez no me quieren pagar. Primero que cambie el método. Luego que presente un resumen del banco de Diciembre. Siendo 12 los resúmenes aún no están. A fin de mes los suben en el banco. Si he pasado una foto de la pantalla y un detalle de cada una de las transferencias hechas en Diciembre que es lo que ellos quieren. Las transferencias para depósito se hicieron por modo y yo envié todo. Necesito me paguen

no entiendo como de repente no pueden pagarme. Siendo que ya retiré fondos anteriormente

Dear silmassolo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with National Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the option to request a new withdrawal is disabled for you?
• Have you made deposit from your bank account only in December, or have you deposited earlier as well?
• What was the deposit method you used previously?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@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.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear silmassolo,

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.