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good day.

I have a problem withdrawing money on my credit card. The money I put in there goes. But when I want to withdraw money, they keep coming back to me. And I don't have any other account to withdraw money. If I can deposit my credit card there, I have to send me money to that card. I also called my bank to see if I was all right. And I told them the nationalcasin problem. And that it's not possible that they can't send me money to my card when you're carding me normally leaves. Can you help me with this, please? Thank you.

dobrý den.

Mám problém s výběrem peněz na kreditní kartu. Peníze mi tam vložit jdou. Ale když chci vybrat peníze tak se mi pořád vracejí do hry. A žádný jiný účet nemám abych si vybral peníze. Když tam přece můžu vkládat svoji kreditní kartou tak mě přece na tu kartu musí poslat i peníze . Volal jsem i do své banky jestli mám vše v pořádku. A říkal jsem jim ten problém s nationalcasinem. A že to není možné aby mě oni nemohli poslat na mojí kartu peníze když mi ste karty knim normálně odchází. Můžete mi s tím prosím nějak pomoci? Děkuji.

Dear Mara,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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

Hello, they informed me to try another selection method I set up a skrill. I put in money for skrill. I was told that in order to choose my win by another method, I had to make a minimum deposit from skrill there. But I can't make the deposit through skrill. So I kept asking them why they couldn't send it to my account so they could tell me the reason. So they first told me they had technical problems. After 2 days we wrote again that my bank refuses their payments to my account. I always contacted my bank and they told me that they didn't know anything at all and that I was fine. That they don't see a problem anywhere. I have already written to them that they should return only my deposit and keep the winnings. I would like me to get at least my deposit and let them win.

Dobrý den, informovali mě ať zkusím jinou metodu výběru založil jsem si skrill. Vložil jsem si peníze na skrill. Bylo mě řečeno, že abych si vybral svoji výhru jinou metodou, tak tam musím vložit minimální vklad ze skrill. Jenže přes skrill mě ten vklad nejde provést. Tak jsem se jich neustále ptal proč mi to nemůžou poslat na můj účet ať mi řeknou důvod . Tak první mi řekli že mají technický problémy. Po 2 dnech my zase napsali že mi moje banka odmítá jejich platby na můj účet. Vždy jsem kontaktoval svoji banku a řekli mi že vůbec o ničem neví a že mám všechno v pořádku. Že nevidí nikde problém. Už jsem jim psal že ať mi vrátí jen můj vklad a výhru ať si nechají . Byl bych rád kdyby jsem od nich dosta aspoň svůj vklad a výhru ať si nechají.

Dear Mara,

Banks in some countries refuse to receive players’ funds from gambling establishments. Unfortunately, casinos are powerless in this.

Have you tried depositing with your Skrill account? What seems to be a problem there?

But I told my bank what the problem with nationalcasin was. And they told me that everything was fine with the bank account, that my bank didn't know anything about it, that it would refuse money from anyone. They see no problem in that if I can send them money, so should they. I can receive money from all states and send it, they told me at the bank.

And on the skrill, I can't make a deposit with the money I have on the skrill. It pops up when I pay the deposit. I do not get it.

Ale já jsem svoji bance řekl jaký nám problem s nationalcasinem. A řekli mi že všechno je v pořádku s účtem v bance, že o ničem moje banka neví že by odmítala od někoho peníze. Nevidí v tom žádný problém že když jim mohu poslat peníze tak by měli i oni mě. Já můžu přijímat peníze ze všech států a odesílat , to mě řekli v bance.

A na skrillu, že s těma vloženými penězi co mám na skrillu nemůžu provést vklad. To mi vyskočí při placení vkladu. Nechápu to.

Thank you very much, Mara, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you.

Děkuji.

Hello Mara,

I looked at your complaint and will do my best to help you. I would like to invite National Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

The problem is that nationalcasino can't transfer money to my account. My bank refuses the payment, but my bank doesn't know anything. That I'm all right, that they don't see a problem anywhere. They still tell me in nationalcasin to try another method for withdrawal, but to select another method I must first give a minimum deposit for withdrawal. So I registered for skrill, I deposited money for skrill, I wanted to make a minimum deposit in the casino, but wrote to Skrill that I can't make a deposit with the money I have in skrill. Therefore, I can't choose via skrill unless I make a minimum deposit via skrill.

Problém je ten, že mi nationalcasino nemůže převést peníze na můj účet. Že jim tu pladbu odmítá moje banka ale moje banka o ničem neví . Že mám vše v pořádku že nikde nevidí problém. Pořád mi říkají v nationalcasinu ať zkusím jinou metodou pro vyber ale pro výběr jinou metodou musím nejdříve dát minimální vklad pro výběr. Tak jsem se zaregistroval na skrill vložil jsem si peníze na skrill , chtěl jsem udělat minimální vklad v casinu ale na skrillu mě napsalo že s vloženými penězi co mám na skrill nemohu udělat vklad. Tím pádem si přes skrill nemohu vybrat pokud neudělám minimální vklad přes skrill.

We would like to ask the National Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint at the request of National Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Good afternoon,

We would like to clarify this situation. The player expressed a desire to withdraw funds to the card, however, in this case, the withdrawal was impossible due to technical problems on the part of the payment provider. Despite our attempts to clarify this to the player via our support team, we were unfortunately unable to get this information to him.

We apologize for the misunderstanding and are willing to provide further support and explanation if required. Our goal is to provide the most comfortable gaming experience for each of our players.

Dear Mara,

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.

Dear Mara,

While we understand that it has been a significant amount of time since you filed your complaint, we have not received any responses to our messages and questions from you. Therefore, we are unable to determine if the above-mentioned clarification is sufficient for you or if you need further assistance. As a result, we have no choice but to reject this complaint. I'd like to express gratitude to the casino team for their cooperation.

You can reopen this complaint at any time if you require any assistance and we will do our best to help.