Nana Casino - Player’s winnings have been capped unjustly.

Hello,

I would like to file a complaint against this casino regarding a bonus offer that was applied to my account.

I opened an account with the casino and received a 150% bonus offer, up to €1,000. I deposited €400 and received a €600 bonus.

After I completed all the bonus wagering requirements, I had €1,880 remaining in my account. However, the casino confiscated €1,020 from my balance, claiming that the maximum winnings from this bonus were €860.

I have screenshots from the exact moment when I made my deposit and accepted the bonus. The screenshots clearly show that the maximum bonus winnings were x10. I can provide these screenshots here so that you can verify exactly what the bonus terms stated at the time of my deposit.

I also have an email from the casino in which they acknowledge that the bonus was not specified correctly. However, they only informed me about this after I had already completed the bonus wagering requirements. They also stated that they had corrected the issue afterwards.

When I made my deposit, the bonus was clearly shown in my account as having a maximum win of x10. Nowhere did it state that the maximum amount I could withdraw was €860.

For this reason, I believe the casino incorrectly confiscated €1,020 from my winnings. The terms that were displayed to me at the time I deposited and accepted the bonus should apply to my bonus, rather than terms or limits that were changed or corrected afterwards.

I would therefore like to ask Casino Guru to review this case. I can provide screenshots of the bonus terms as they were displayed at the time of my deposit, as well as the email from the casino acknowledging that the bonus was not specified correctly and that they corrected the issue afterwards.

I am requesting that the casino return the €1,020 that was confiscated from my balance.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the screenshots showing the bonus offer and the maximum winnings applicable at the time you made your €400 deposit and activated the bonus? My email address is veronika.f@casino.guru.
• Please also forward me the email from the casino in which they acknowledged that the bonus conditions had been displayed incorrectly and confirmed that they corrected the issue afterwards.

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

Best regards

Veronika

Hello, I would like to explain the problem again.

I opened an account at this casino. Since it was my first deposit, they offered me a 150% bonus up to €1,000. I made a €400 deposit and received a €600 bonus. In the bonus terms and conditions, the maximum winnings were 10 times the bonus amount. I will provide you with all the screenshots and you will see this. I also have screenshots of the bonus exactly before I made the deposit. I have screenshots showing the €600 bonus amount that I received.

I will forward you the email that the casino replied to me with, where they clearly said that they were glad I had brought this issue to their attention and that the bonus was incorrect, that it had not been specified correctly, and that it had a maximum withdrawal amount of €860.

So how does that make sense? I deposit €400, receive a €600 bonus, and the wagering requirements were €24,000. After I complete the entire bonus wagering, you tell me that I am left with €860?

After I completed my final bet, my account showed €1,880, and suddenly I was left with €860. I then wrote to the casino, and they told me to wait while they checked the issue. It took about three or four days, after which they replied and told me that they were glad I had helped them identify the problem, that the bonus had not been correctly specified, and that the €1,020 would remain with them, while I would be left only with the €860 that remained in my account.

🔜This ist email from casino

Hello Maris,

I apologize for the long reply, I've had my days off.

I have the answer regarding your case!

Thank you again for your patience while we reviewed this case.

I want to be completely transparent with you about what happened.

The bonus you used had a maximum cashout limit of €860. Once the wagering was completed, the system applied this limit and removed the amount above it, which is why €1,020 was deducted and €860 remained available on your balance.

I completely understand why this was frustrating. From your perspective, you completed the wagering requirements and saw the full amount on your balance without having been clearly informed about the €860 maximum cashout beforehand.

We have raised this internally, as this condition should have been communicated more clearly in the bonus description. Your feedback has also helped us identify this issue so that the presentation of these conditions can be improved going forward.

At the same time, after a full review of the case, the €860 maximum cashout applied to this bonus will remain in place, and the crediting of the €1,020 back to your balance won't be applied. The €860 that remained after the bonus was completed was successfully withdrawn.

I realize this may not be the outcome you were hoping for, so as a gesture of goodwill, I'd like to offer you 100 no-deposit Free Spins for a game of your choice. 🎁

I hope you can accept them as a small gesture from our side, and I'll personally make sure that the conditions of any future bonuses I offer you are clear beforehand.

Best regards,

Riley

VIP Manager

This ist bonuse promotion

I will forward to your email all of my correspondence with the casino. You can read the last three messages from the casino, where it is quite clear what happened and why the situation is like this, and that they will not return the money to me because it was not specified in the terms and conditions. They clearly state that the bonus was not explained correctly.

However, this was only communicated to me after I had completed the bonus wagering and the funds had been deducted.

I also took screenshots before making the deposit because I have had quite a lot of problems with casinos in the past, and I wanted to always have screenshots whenever I play at a casino. Because after you complete the bonus requirements and everything else and you win, they can impose different bonus conditions on you. But with the screenshots, it can be demonstrated that at the time of the deposit, this bonus was active in my account, and it clearly stated the maximum winnings.

This ist bonuse from 600 euro

Hello, please, let’s try to resolve this case as soon as possible, because I have a maximum of 30 days to submit a complaint to the licensing authority if you are unable to resolve this case.

I have already explained the problems I am facing, and I also forwarded the casino’s email correspondence to you. The casino states quite clearly in the last three emails, if you read them carefully, that they refuse to return my €1,020.

After I completed the full wagering requirement of the bonus, €1,020 was automatically deducted from my account by the casino, and the casino now refuses to return this money to me.

However, the bonus terms and conditions clearly stated that the maximum winnings were x10 the bonus amount. There was no other maximum cashout limit specified anywhere at the time I accepted the bonus, made my deposit, and completed the wagering requirement.

The casino has also acknowledged this in its email correspondence, stating that the bonus description and conditions were not communicated or specified correctly. This is exactly the issue I am complaining about: the €860 maximum cashout limit was not stated in the bonus terms and conditions at the time I accepted and played the bonus.

Hello. I would like to make an update to my complaint. I have noticed that the casino has now limited all of its bonuses, and they no longer have bonuses with a maximum win of x10. I have noticed that some bonuses now have a maximum win of €870, or €1,700.

However, this does not apply to the bonus I had and wagered, because I made the deposit, received the bonus, and completed the wagering before these changes were made. Now, when you go to the bonus option, under the bonus offer, point 1 no longer shows what I sent you in the screenshots. It now directly shows the maximum win and the bonus amount you can receive.

That is why I want to point this out to you: these changes were made only in the last few days, and I wanted to bring this to your attention because the bonus I received clearly stated in its description that the maximum win was x10.

Dear Marius17

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.

Kind regards,

Veronika

I have also submitted a complaint to Axion ADR because I can see that you are moving very slowly, and I do not want the 30-day period to pass and then be unable to resolve this matter anymore.

Hello Marius17,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

We would like to invite Nana Casino to join the conversation.

Dear Nana Casino,

While I acknowledge that a maximum win or withdrawal limitation when playing with an active bonus is an industry-standard rule, I believe this particular case requires further consideration.

In this instance, the player was using a promotion that was explicitly presented with a maximum win of x10 the bonus amount

It is therefore understandable that the player would have been led to believe that no additional bonus-related restrictions applied to this promotion. Based on the information and evidence currently available, the reason provided for confiscating the winnings does not appear to be fair.

While I acknowledge that each casino is free to determine how it structures and promotes its bonuses, any conditions or restrictions attached to a promotion should be communicated to players clearly and transparently. In this case, it appears that this requirement has not been met.

I would therefore kindly ask you to reconsider your position. The player could reasonably expect their winnings to be paid in full under the rules advertised and agreed to when they claimed the bonus.

If there are any relevant circumstances in this case that cannot be disclosed publicly, I would appreciate it if you could share them directly with me at michal.k@casino.guru for independent review.

Thank you in advance.

Excuse me, but you did not express yourself correctly. It was clearly stated in the terms and conditions of the bonus I received that the maximum winnings were x10, meaning that the winnings from this bonus were limited to x10. They should not have been limited to €860, because there was absolutely nothing stating that anywhere.

It stated that the maximum winnings from this bonus were x10 of the bonus amount. I had a €600 bonus, so I could win a maximum of €6,000. Anything above €6,000 should have been cancelled.

Furthermore, the casino states quite clearly in the email I received from them, which I forwarded to you, that the bonus was not specified correctly and that they raised this issue internally. You cannot say that I saw something and that afterwards they can simply change it to whatever they want.

Once I received the bonus, I respected the terms and conditions and completed the wagering requirements correctly. This bonus was €600, so the maximum winnings could have been €6,000. Anything above €6,000 could have been cancelled. This was clearly specified in the terms and conditions of the bonus.

I have now noticed that the casino has changed its bonus terms and conditions, and they are now displayed perfectly clearly. When you click to read the conditions of the bonus you receive, it automatically shows the maximum winnings, the wagering requirements, absolutely everything. I will also upload a screenshot here.

They have the right to modify their terms and conditions, but they do not have the right to make these changes after a player has won and fulfilled all the bonus requirements, and then apply those changes to that player.

If they want to change the terms afterwards, that is their problem. At the time I received the bonus, I played, won, and completed all the requirements. They cannot simply change the terms afterwards however they want and disadvantage the player.

What are they doing? They make a bonus offer, the player deposits money, receives the bonus, completes the bonus requirements, and then afterwards they change the terms however they want. This is not acceptable. These matters must be transparent. This is misleading players.

Now look ist like this this ist perfect

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.

Dear Marius17,

Unfortunately, Nana Casino has not responded to my requests, including within the extended response period. Without its cooperation, I cannot take the mediation further.

The evidence you provided supports your objection. The bonus terms explicitly stated a maximum payout of 10 times the bonus amount, which would correspond to €6,000 for your €600 bonus. The casino also acknowledged that the €860 maximum cashout had not been clearly communicated beforehand. Based on the available information, I do not consider applying this lower limit to confiscate €1,020 fair or transparent. Improving the bonus description afterwards does not resolve the issue with the conditions presented when you accepted the promotion.

I will mark your complaint as unresolved in our system. This will negatively affect the casino’s Safety Index on our website. I understand that this is not the outcome you were hoping for. However, the decrease in the rating may encourage the casino to change its approach in the future. If the casino responds with relevant information or a proposed solution, I will reassess the case and reopen your complaint if there is a reasonable basis to continue.

As you have already submitted your complaint to Axion ADR, I recommend following up on that submission and confirming whether it has been accepted for review. If you have not received an acknowledgement, you can ask about its status through Axion’s contact page. Please keep me informed of any developments or decision at michal.k@casino.guru. You can also contact me if you need help with the complaint process.

I’m sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru