National Casino - 決済が遅延しているとのクレームがあります。

ive been trying to get my account verified for days and they keep declining....they keep asking me for a detailed transaction of my deposit, but that doesnt exist with my bank, i sent them a copy of the transaction to which u can see my name , account number, all account info and the deposit... they keep answering back to click on the deposit and send them a detailed version... cibc bank does not provide that, u cannot click on the deposit

Dear Troutsalmon44,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

i made a mistake and but withdrawal issue instead of verification issue

Dear Troutsalmon44,

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

its been 5 days ...id and proof of address have been accepted , its the proof of deposit the problem..they are insisting on something that doesnt exist, i have told them 10 times and they just dont care...i cannot provide something that doesnt exist....cibc bank does not provide deailed transactions , the only thing they provide, i showed them...look at my pics it seems sufficiant to me

i also sent them my new bank statement and they rejected it as well saying my name doesnt appear but it does...please help me

Dear Troutsalmon44,

Would it be possible to forward the document they have rejected to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

i have sent u everything, still waiting on a reply from u

Thank you Troutsalmon44 for all the information provided. I will now forward your complaint to my colleague Martin (martin.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Troutsalmon44,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the National Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and give us some guidance on how to proceed? Which alternative document can the player send?