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