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I'm not allowed to withdraw my balance, which, to be clear, wasn't obtained through any bonus or free transfers. The problem persists: when I request a withdrawal, I receive an automated message stating that they've already authorized the withdrawal, but my information is incorrect and the bank rejected it. They ask for screenshots of my bank profile, bank statements, etc. I've sent them and requested the withdrawal again with my verified information, but it's always rejected multiple times for the same reasons.

No me permiten realizar el retiro de mi saldo el cual aclaró, no fue obtenido por ningun bono o giros gratis, el problema es persistente al hacer la solicitud de el retiro, recibo un mensaje automático que menciona que ellos ya autorizaron el retiro pero que mis datos son incorrectos y que el banco lo rechazo, me piden capturas de mi perfil bancario, estados de cuenta, etc. Yo los envíe y volvi a solicitar el retiro con mis datos verificados y siempre vuelve a ser rechazado por las mismas razones múltiples veces

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Dear lautaromty,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with withdrawing your balance.

Thank you for explaining the situation. To help us better understand what is causing the repeated rejections and to assess whether the casino’s requests are justified, I would like to ask you a few clarifying questions:

• Has the casino clearly confirmed that your account and payment method are fully verified, or is the verification still marked as pending?
• Did the casino specify which exact detail in your bank information is considered incorrect (e.g. account holder name, IBAN/account number, bank address)?
• Have you tried an alternative withdrawal method, if available, or is bank transfer the only option offered to you?

Your cooperation in providing these details will help us investigate and work towards a resolution. Clear information about the casino’s feedback, the verification status, and the withdrawal attempts is essential for us to determine where the issue may be occurring and how to proceed with the case.

If you have any relevant communication with the casino, such as emails, chat transcripts, or screenshots of the withdrawal status and bank verification, you are welcome to forward them to petronela.k@casino.guru for further review.

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

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Okay, in response to the questions:

1 Yes, in the section where the documents for KYC verification are sent, they appear as approved; that's where I sent the screenshots of my bank statements and account profile.

2 Yes, I contacted support staff and they specifically told me what data I should enter, but it was cancelled anyway.

3 Yes, I tried using another withdrawal method, as there are more methods available, but they immediately canceled the request. They stated that the same payment method used for the deposit must be used.

Ok, en respuesta a las preguntas:

1 Si, en el apartado en dónde se envia los documentos para la verificación KYC, aparece como aprobados, es ahi mismo donde eh enviado las capturas de mis estados y de perfil de cuenta bancaria

2 Si, Yo me comunique con el personal de soporte y el me indico específicamente que datos debía ingresar pero fue cancelada igualmente

3 Si, intenté utilizar otro método de retiro, que si hay mas métodos disponibles pero directamente cancelaron la solicitud, ellos mencionan que se debe utilizar el mismo método de pago que se utilizo para el depósito

Hi lautaromty,

Thank you very much for your reply and for confirming the current situation. To understand the issue fully and determine the next steps, I kindly need to clarify a few additional points:

• Could you confirm which payment methods were originally used for your deposit?
• Has the casino mentioned anything about withdrawal limits, processing delays, AML/security review, or an internal check that may be blocking the payout?

Thank you in advance for your reply.

Of course, in response:

1. Two deposit methods were used, the main one being Bank Transfer via SPEI.

And through a deposit of Crypto currency, specifically LTC was the crypto I deposited.

2 No, at no time have they notified me of having a withdrawal limit, nor of delays, however they mention in some of the denied withdrawal requests, that they rejected my request because they need to verify my withdrawal data with a screenshot of my bank profile, screenshots which I sent and they verified and approved.

They have never mentioned requiring a security/AML review.

Nor any other additional and/or internal verification.

Claro por su puesto en respuesta:

1 se utilizaron dos metodos de depósito, el principal fue Transferencia Bancaria via SPEI.

Y mediante deposito de Crypto moneda específicamente LTC fue la crypto que deposite.

2 No, en ningún momento me han notificado de tener un límite de retiro, tampoco de retrasos, sin embargo ellos mencionan en algunas de las solicitudes de retiro denegadas, que rechazaron mi solicitud por que necesitan verificar mis datos de retiro con una captura de pantalla de mi perfil bancario, capturas de pantalla las cuales envie y ellos verificaron y aprobaron.

Nunca han mencionado requerir una revisión de seguridad/AML.

Ni tampoco alguna otra verificación adicional y/o interna.

Dear lautaromty,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Hello lautaromty,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would also like to invite National Casino to participate in this discussion.

Dear National Casino,

Can you please explain why the player is unable to withdraw their winnings despite providing the bank statements and other documents that were requested from them?

If there are any relevant details or circumstances pertaining to this case that cannot be shared publicly, I kindly ask that you provide them directly to me at michal.k@casino.guru for an independent review.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses.

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

Dear lautaromty,

We are sorry that you have encountered difficulties.

To successfully complete the withdrawal using the selected method, you must enter an 18-digit CLABE (Clave Bancaria Estandarizada) and select the correct bank from the list available on our website.

If all details are entered correctly and the issue persists, we kindly ask you to provide screenshots showing the entered information and the selected bank to our support team so we can further investigate the case. 

Okay, here are the screenshots of my most recent withdrawal request. You can see that my account details were entered correctly, and again the request was rejected.

Do you have any idea why it was rejected?

Ok, aquí le envío las capturas de pantalla de mi más reciente solicitud de retiro puede comprobar que se ingresaron los datos de mi cuenta correctamente y de nuevo la solicitud fue rechazada.

¿Tiene alguna idea de por qué se rechazo?

Hello lautaromty,

To proceed with a withdrawal using CLABE details (the 18-digit standardized bank account code), please make sure to select STP – Sistema de Transferencias y Pagos from the dropdown menu. STP is the option that supports CLABE numbers. The other options in the list are individual banks and do not support CLABE details, which may cause the withdrawal to be rejected.

Please try submitting the withdrawal request again, ensuring that STP is selected and the CLABE number is entered correctly. For reference, you can see an example of STP / Sistema de Transferencias y Pagos in the attached screenshot.

If the issue persists after following these steps, feel free to contact our support team, and we’ll be happy to assist further.

Dear lautaromty,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru