National Casino - プレイヤーは出金に必要な書類を提出できません。

They will not let me withdraw my winnings because they are asking for a screenshot of a transaction with the date/time amount, account number etc and my bank is not able to provide such a document. 

it is impossible to withdraw if the bank can’t even provide the document they are asking for

im pissed

Dear karlamichelle13,

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 this is the only document that you are not able to provide? Have you provided any other documents and have they all been approved?

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,

Kristina

Hi thank you for your reply. Yes this is the only document I cannot provide. I have provided proof of identity and residence and they have been approved. I’ve tried to submit proof of my deposit on separate screenshots and they won’t accept it, saying that all the information has to be on one screenshot (which the bank cannot provide)

They have provided me the money. Thank you 😊

Dear karlamichelle13,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru