Complaints and Dispute Resolution

We would rather fix a problem than have it become a dispute, but if something goes wrong we want the path to be clear. This page sets out exactly how to raise a complaint with National Casino, how long each step takes, and where to go if you are not satisfied with our answer. Following the order below is the fastest way to a resolution, because each stage can only act once the one before it has been tried.

Step 1: Contact Support First

Almost every issue is resolved at this stage. Reach our support team through live chat or by emailing the address shown in your account. To get a useful answer on the first reply rather than a request for more detail, include:

  • Your account ID or registered email.

  • The date and time the issue happened.

  • The amount involved, in the currency on your account.

  • Any screenshots — a transaction reference, an error message, or the bonus terms in question.

Most cases are payment-timing or bonus-terms questions rather than outright refusals, and the team can settle those directly. Expect a first response within 24 hours, often much sooner on live chat.

Step 2: Formal Complaint to Management

If the support reply does not resolve it, ask for the matter to be escalated to a complaints manager. State plainly that you are filing a formal complaint and attach the same evidence. A manager reviews the full account history and the terms that apply, then issues a written decision. We aim to close this stage within ten business days; complex cases involving third-party payment providers can take longer, and we will tell you if so.

Step 3: Escalate to the Licensing Authority

National Casino operates under a licence from the Government of Curacao. If you have completed the steps above and still disagree with the outcome, you can escalate to the Curacao licensing authority, which oversees licensed operators and reviews unresolved player disputes. You can find the licensing authority through the seal in our site footer.

Step 4: Independent Dispute Resolution (ADR)

Where appropriate, a dispute can also go to an independent alternative dispute resolution (ADR) provider such as eCOGRA. An ADR body is neutral: it reads the evidence from both you and the casino and reaches a finding on the facts. That is why keeping your screenshots and transaction references matters — a clear record helps your case far more than the strength of your wording.

What Helps Your Case

Whatever stage you are at, three habits make a resolution quicker:

  • Keep it factual: dates, amounts, references.

  • Keep your evidence: save transaction IDs and bonus terms as you go.

  • Keep it in one thread: a single, ordered history is easier to act on than scattered messages.

For payment-specific questions, the banking page lists timings and limits, and bonus conditions are explained on the bonus page. If your concern is about staying in control of your play, the responsible gambling page sets out the tools available to you.