Hello,

I won €220000 on the site after depositing €6000. After any verification, I was asked who the owner of this deposit account is, so I wrote that it is my husband. We as spouses have 2 accounts, both of these accounts are marriage accounts, both have them Power of attorney over both accounts.

each of us usually always uses the same one he from one bank me from another bank but we are both authorized to use both.

So I used the one that man man is already using on the site.

Even though I have proven both, the answer from support came afterwards: the account cannot be opened again because the security department decided to do so.

hallo,

ich habe nach 6000€ einzahlung 220000€ gewonnenauf der seite.nach jeglicher Verifizierung wurde mir die frage gestellt wer der Besitzer dieses Einzahlungskonto ist da habe ich geschrieben das es mein Ehemann ist.wir als Ehepartner haben 2 Konten beide dieser Konten sind Ehekonten beide haben die Vollmacht über beide konten.

jeder von uns benutz in der Regel immer das gleiche er von einer bank ich von einer anderen Bank aber wir sind bei beiden bevollm?chtigt über beides zu benutzen.

So habe ich das eine benutzt welches mann mann auf der seite schon benutze.

auch obwohl ich beides nachgewiesen habe kam dannach die antwort des support : es kann nicht wieder ge?ffnet werden das Konto weil sich die Sicherheitsabteilung dazu entschieden hat.

Dear Sebseb,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with the casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain how long you are a player in the casino?
• Are you the only one from your household with an account in the casino?
• Could you please confirm the casino website in this case?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I was a fairly new user of the casino

with only €6,000 deposit.

my husband was already a member before that and paid in from the same account that i used to pay in too.

because there was more money in the account than mine.

the site is called Nationalcasino.com

ich war ein recht neuer user des Casinos

mit nur 6.000€ einzahlung.

mein mann war davor schon mitglied und hat auch aus dem konto eingezahlt mit dem ich auch eingezahlt habe.

weil auf dem Konto mehr geld war als bei meinem.

die seite heisst Nationalcasino.com

Thank you for the explanation,

Did you receive any response from the casino about the fact you are both beneficiaries of the bank account you used in order to deposit in the casino? Please forward any email or chat transcript you received from the casino regarding the issue to my email at [email protected]

I sent them everything.

also the documents showing that we are both account holders

Kind regards

Ich habe ihnen alles zugesendet.

auch die Dokumente die zeigen das wir beide Kontoinhaber sind

mfg

Thank you very much, Sebseb, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Sebseb,

I have looked at your case and understand the situation. Do you have any document specifically stating that you are the owner of the bank account or that the bank account is a joint account? In the meantime, let me contact the casino and I will do my best to help. I would like to invite National Casino to the conversation to participate in the resolution of this complaint.

Thank you Sebseb for your emails. We had some technical issues with the email box so you can ignore my email where I asked for more documents.

We would like to ask the 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’ which may negatively affect its rating.

Hi Sebseb,

I'm trying to get a response from the casino on Skype. I will keep you updated.

Hi Sebseb,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

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.

Hello Sebseb,

Thank you for providing the requested documents. Upon review, we noticed that the documents submitted do not include proof of joint bank account ownership. Just so you know, according to our policies, we are unable to accept deposits from third parties.

We appreciate your understanding and cooperation regarding this matter. If you have any further questions or need assistance, please feel free to contact our support team.

Dear National Casino team,

Thank you for your reply. One of the documents the player sent clearly states that it's a "Gemeinschaftskonto" which means a joint account. Could you please explain why this document wasn't accepted?

Hello!

Thank you for your message. Unfortunately, we have to let you know that the player did not send us this document.

We made every effort to help the client to solve this situation. Our specialists repeatedly explained what document was required, explained all the requirements in as much detail as possible, and tried to find a solution that would suit both parties. Unfortunately, the client did not meet our demands and did not provide the requested information.

We regret to inform you that this decision is final. We always strive for the most open and constructive dialogue with our clients and hope for their understanding and cooperation.

Dear Sebseb,

What documents did you send to the casino for verification?

Dear Sebseb,

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.

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 and we will continue with the investigation.