National Casino - Pelaajan tilin saldo on takavarikoitu.

Hello,

I signed up and played at National Casino. I hit a few good wins and got my balance to over 900 euros. I had the casino bonus but as I hadn't mixed the funds and gone into bonus completely and National separated them I followed the terms, cancelled the bonus and continued to bet with the winnings that were left on my cash balance. On casino and some world cup.

I verified my account (with a bit of difficulty) and requested a withdrawal. I then received the attached email.

I have attached the history where they have removed the balance and proof of me cancelling the bonus.

I have also attached a chat before signing up and claiming the bonus where I covered all of this.

They have breached their own terms here (I also did not go over 5 euros). Their term here states - 2f. Players can request a withdrawal of their deposit prior to meeting the wagering requirements. However, in this case, the bonus and any resulting winnings will be forfeited. - 2d. Any bonus can be cancelled before meeting the wagering requirements. Otherwise, by cancelling the bonus the player accepts that all the winnings gained while playing with this bonus, if any, and the bonus amount are deducted from the player's bonus balance. Please contact National casino customer support to learn more about cancelling a bonus. - That's exactly what I did as the screenshots show and the bonus amount and the small winnings on it were deleted but not the funds that had credited to cash and the cash winnings. Nowhere does it state they would be removed?

They have now put only 30 on my account. This isn't acceptable. I've done no fraudulent activity, I've simply had a nice hit, withdrawn what went into cash and deleted the casino bonus (It would make no sense to spin away 900 euro plus all to get down to a bonus amount of 250). If the bonus was sticky I obviously wouldn't have been able to withdraw and would of kept playing?

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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 specify which games you played while your bonus was active?
• Am I correct in understanding that you cancelled the bonus before you started wagering the bonus balance?
• Did you receive any pop-up notifications or warnings before cancelling the bonus informing you that your balance would be forfeited?
• Has the casino specified what type of fraud you allegedly committed?

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

Could you please specify which games you played while your bonus was active?. Different slots but as you can see I was still in cash.

Am I correct in understanding that you cancelled the bonus before you started wagering the bonus balance? Yes, I checked with support also, attached.

Did you receive any pop-up notifications or warnings before cancelling the bonus informing you that your balance would be forfeited? As the chat agent said and as the original screenshot shows it showed just the €413 would be cancelled, the money in cash (which is the money they stole) remained and I was able then to use this on sports and other slots etc.

Has the casino specified what type of fraud you allegedly committed? They say in that email 'activity in the account which is considered fraud'. Which is unfounded, I checked every with chat, I acted in line with their terms and only made money on my cash not the bonus. My account was also verified.

I don't really get it. Even if I was playing games to build up values on a BGT game etc, it would have been all in cash and not bonus as I deleted (I didn't do this by the way) and if you tried to play games like royal mint a pop up stopped you saying 'not allowed with bonus'.

I would say a player that manages to get their cash balance 3x their deposit and then wants to withdraw some of it so they can play risk free is the opposite of fraud...

Dear laurasheppy89

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, Samuel (samuel.s@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

Dear laurasheppy89,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from National Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear National Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello laurasheppy89,

We would like to review your case, but unfortunately, we were not able to locate an account using the details provided in the complaint.

Could you please clarify your gaming account ID or the email address used for registration?

Once we receive this information, we will be able to check the case further.

Hello everyone,

thank you for the update.

Dear laurasheppy89,

could you please provide the casino with your account ID or the email address used for registration, as requested?

Thank you for your cooperation.

laurajayne8236@outlook.com

I couldn't find an account ID?

Dear laurasheppy89,

We would like to provide an update regarding this case.

After reviewing the situation, we can confirm that your account was closed by mistake. We sincerely apologize for the inconvenience caused.

The account has now been reopened, and the balance has been fully restored.

Thank you for your patience while the case was being reviewed.

Hello everyone,

thank you for the update.

Dear National Casino,

thank you for reviewing the case and for clarifying what happened. I appreciate your cooperation and your decision to reopen the player's account and restore the full balance.

Dear laurasheppy89,

this appears to be a positive outcome. Could you please confirm that you are now able to access your account and that your balance has indeed been fully restored? If everything is in order, I will be able to close this complaint as resolved.

Thank you both for your cooperation.

Unfortunetly not. I was able to get into it once after this, managed to play abit more and even get a withdrawal of 500 euro processed. However I now cannot get in the account (about 270 left in there).

Getting the attached. Even when password is reset...

Hello everyone,

thank you for the update.

Dear laurasheppy89,

thank you for letting me know and for providing the screenshot. I understand your concern, especially since you were initially able to access your account, continue playing, and even successfully withdraw €500 before encountering the same issue again.

Dear National Casino,

could you please review the player's account once again? The player reports that the account has become inaccessible again despite previously being reopened. According to the player, there is still approximately €270 remaining in the account.

Could you please clarify what caused the account to become inaccessible again and assist the player in restoring access so they can withdraw the remaining balance?

Thank you both for your cooperation.

Hello laurasheppy89,

Please try logging into your account again and submitting a withdrawal request. Everything should now be working correctly.

Hello everyone,

thank you for the update.

Dear laurasheppy89,

could you please confirm whether you are now able to access your account and submit the withdrawal request successfully?

Please let us know if everything is working correctly now or if you are still experiencing any issues.

Thank you for your cooperation.