Dear Sirs and Madames,

I registered with the Nationalcasino on June 9th, 21st and was also very lucky all requested documents uploaded via the homepage.

A few days later, my payment is canceled and I am credited with 1600 euros to my gaming account, the reason for the withdrawal refusal is something with duplication, that means that someone with my device and ID should have registered at the National Casino, according to support be another player. It's the first time I've heard this, I now use my browser history more often during the day, maybe it's because of that.

I contacted the support via email and not the live chat and asked to confirm my payouts.

Can something really be with the duplicate, I can't imagine something like that and I think it's just an excuse.

Sehr geehrte Damen und Herren,

Ich habe mich bei Nationalcasino am 09.06.21 angemeldet und hatte auch schnell Glück, habe am 10.06.21 zwei Auszahlungen beantragt einmal 1200 Euro und einmal 1300 Euro und am 11.06.21 eine auzahlung und H?he von 1600 Euro natürlich habe ich mich erfolgreich verifiziert und alle angeforderten Dokumente hochgeladen über die Homepage.

Paar tage sp?ter wird meine auzahlung storniert und mir werden 1600 euro auf mein Spielkonto gutgeschrieben, der Grund für die Auszahlungs Verweigerung ist irgendwas mit Dublikation, das soll bedeuten das jemand mit meinem Ger?t und id sich bei Nationalcasino angemeldet haben soll das kann auch laut Support ein anderer Spieler sein. Sowas h?re ich zum erstenmal, ich jetzt mein Browser Verl?ufe ?fters am tag vieleicht liegt es daran.

Ich habe mir via Mail an den Support gewendet und nicht an den Live-Chat und habe Angefordert meine Auszahlungen zu best?tigen.

Kann Sowas wirklich sein mit der Dublikation, ich kann mir sowas nicht vorstellen und denke das es nur eine ausrede ist.

Dear Playjo,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if you have activated any promotional offer when depositing funds into your account? To the best of your knowledge, is there a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours, using the same email address?

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 Petnorela,

Thank you for the quick feedback and I'm glad that you are at my side, I mainly use my smartphone to play games and every now and then I go to my PC, I often delete my browser history, maybe that has something to do with it.

Nobody will answer my smartphone except me, my email address belongs only to me and only 1 person lives in my household who does not gamble.

I'm pretty sure that I don't have a double account at Nationalcasino, I absolutely cannot imagine that it is relevant that 2 or 3 players use the same IP, when I registered I used the internet line of my smartphone provider and no W- Lan or landline connection, maybe it's because of that, I don't know.

I did not take advantage of any advertising offers for my deposits.

Kind regards

Hallo Petnorela,

Ich danke Ihnen für die schnelle rückmeldung und bin froh das Ihr an meinr seite steht, ich benutze haupts?chlich mein Smartphone zum Spielen ab und zu mal gehe ich an mein PC, ich l?sche auch ?fters mein Brower Verlauf vielleicht h?ngt das damit zusammen.

An mein Smartphone geht keiner au?er mir dran, meine Email adresse geh?rt nur mir und in meinem Haushalt leben nur 1 Personen die kein Glücksspiel spielt.

Ich bin mir ziemliche sicher das ich kein doppeltes konto bei Nationalcasino habe, ich kann mir auch absolut nicht vorstelle das es relevant ist das 2 oder 3 Spieler die gleiche IP benutzen, bei meiner Anmeldung habe ich die Internetleitung meiner Smartphones Anbieters benutzt und keine W-lan oder Festnetz Anschlu?, eventuell liegt es da dran, ich wei? es nicht.

Bei meiner Einzahlungen habe ich keine werbeangebot in Anspruch genommen.

Mfg

Thank you very much, Playjo, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Hello Playjo.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Could you please explain to us what exactly happened?

Hello Matej,

Thank you for your support,

I have already initiated full disputes, I have reported to TechSolutions Group NV. Unfortunately, I have not yet received any feedback about my problem.

I have reported to National Casino that it may have something to do with the fact that I only have my new address since April of this year.

I still wanted to have information about the person but for security reasons I would be denied the information is understandable.

With best regards

PLAYJO

Hallo Matej,

Danke für eure Unterstützung,

Ich habe berreits vollgende stritten eingeleitet, ich habe die TechSolutions Group N.V. über mein Problem berichtet leider bis heute noch keine Rückmeldung bekommen.

Ich habe Nationalcasino berichtet das es eventuell damit zusammen h?ngt das ich erst seit April diesen Jahres meine neue Anschrift habe.

Ich wollte noch Informationen über die Person haben aber aus Sicherheit Gründen würden mir die Informationen verweigert ist auch verst?ndlich.

Mit freundlichen Grü?en

PLAYJO

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 am very sorry, Playjo, the casino is non-responsive.

I would suggest you write your complaint directly to their regulator (Curacao):

[email protected]

The message should include:

1) Your personal information:

name (your first name, your last name and the middle name if you have it)

your country of residence

your age

2) Complaint body must include:

casino name + license (License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened as thoroughly as possible (including the sum of money you are challenging)

3) Attach to the email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino.

I am sorry that we were unable to help you.

Would you please let me know when you submit your complaint to the regulator?

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

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

Hello!

Thank you for your message and we apologize for the delay in responding. We appreciate your patience. Please contact our support team, where our experienced specialists will promptly assist you in resolving your issue.

We are ready to provide you with the assistance you need and are confident that we can resolve any difficulties you are experiencing.

Dear PLAYJO,

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 PLAYJO,

Could you please contact the casino support team?

They would like to help you. Thanks.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.