National Casino - Pelaajan voitot on takavarikoitu.

Good morning,

I am filing a complaint against National Casino, which unjustifiably cancelled my winnings of €5,000. I am a VIP player. I successfully wagered my loyalty points bonus on Cleopatra. The system then closed the bonus and transferred the maximum allowed limit of €50 in cash to my real account.

With this REAL money (€50) I continued playing for more than an hour on completely different games (Buffalo Megaways, Playson slots) with bets of €0.60, €0.80 and €1.20. This way I fulfilled the requirement of 3x real balance turnover. Only THEN did I hit the Grand Jackpot of €5,000 on Tiger.

The casino deleted my winnings claiming it was a bonus balance. My VIP manager congratulated me on my win in writing, but she refuses to pay me out and instead offers me another "personal bonus" in an email to silence me.

The casino directly violates its own Bonus Terms and Conditions, specifically POINT 5f, which clearly states: "Once the bonus has been fully utilized... All winnings made with this money are NOT subject to any further withdrawal limits."

Since the jackpot only hit after the rollover to real money, the €50 limit does not apply to it. I am asking for help.

I have the evidence (conditions point 5f and an email from the VIP manager) downloaded to my phone and I'm happy to provide it.

Dobrý den,

podávám stížnost na National Casino, které mi neoprávněně stornovalo výhru 5 000 €. Jsem VIP hráčkou. Svůj bonus za věrnostní body jsem kompletně úspěšně protočila na hře Cleopatra. Následně systém bonus uzavřel a překlopil mi na reálný účet maximální povolený limit 50 € v hotovosti.

S těmito REÁLNYMI penězi (50 €) jsem hrála dál více než hodinu úplně jiné hry (Buffalo Megaways, Playson sloty) se sázkami 0.60 €, 0.80 € a 1.20 €. Tím jsem splnila podmínku 3x protočení reálného zůstatku. Teprve POTOM mi na hře Tiger padl Grand Jackpot 5 000 €.

Kasino mi výhru smazalo s tvrzením, že šlo o bonusový zůstatek. Moje VIP manažerka mi k výhře písemně gratulovala, ale odmítá mi peníze vyplatit a místo toho mi v e-mailu nabízí jiný "osobní bonus", aby mě umlčela.

Kasino přímo porušuje své vlastní Bonusové podmínky, konkrétně BOD 5f, kde jasně stojí: „Sobald der Bonus vollständig umgesetzt wurde... Alle Gewinne, die DANACH mit diesem Geld erzielt werden, unterliegen KEINEN weiteren Auszahlungslimits."

Jelikož jackpot padl až po překlopení na reálné peníze, limit 50 € se na něj nevztahuje. Žádám o pomoc.

Důkazy (bod podmínek 5f a e-mail od VIP manažerky) mám stažené v telefonu a ráda je doložím.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with National Casino. Please allow me to ask you a few questions so I can better understand the situation.

Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello, Attila,

Thank you for taking on my case. I will answer your questions:

1 No, the casino did not warn me in advance that the restrictions would apply even after the bonus was fully completed. According to their own terms and conditions (Section 5f), the real money rules are supposed to apply.

2 Yes, the casino system automatically locked my balance after completing the loyalty bonus terms, deducted the excess and transferred exactly €50 to my account as REAL MONEY (Real Money Balance). The bonus was marked as completed and closed at that moment.

3 When I continued playing slots (Buffalo Megaways, Playson slots, etc.), I was already playing with this real money balance. All further winnings were credited to my real balance (for withdrawal), not to my bonus balance. From this real balance of €50, I subsequently made a win of €5,000 through long-term play.

Important addition to the current situation: The casino subsequently confiscated €4,950 from my total winnings of €5,000 and left only the original €50 in my account. I have already withdrawn the €50 from my account and the money has successfully arrived at my bank this morning. The subject of my complaint is therefore the unlawfully confiscated amount of €4,950.

I have all the evidence and screenshots of communication with VIP manager Chloe at my disposal.

Best regards,

[Redacted]

Dobrý deň, Attila,

ďakujem za prevzatie môjho prípadu. Odpovedám na Vaše otázky:

1 Nie, kasíno ma vopred nikde neupozornilo, že by obmedzenia platili aj po úplnom dokončení bonusu. Podľa ich vlastných podmienok (Bod 5f) majú platiť pravidlá pre reálne peniaze.

2 Áno, systém kasína môj zostatok po dokončení podmienok vernostného bonusu automaticky uzamkol, odčítal prebytok a preklopil mi na účet presne 50 € ako REÁLNE PENIAZE (Real Money Balance). Bonus bol v tej chvíli označený ako dokončený a uzavretý.

3 Keď som pokračovala v hre na automatoch (Buffalo Megaways, Playson sloty atď.), hrala som už s týmto zostatkom reálnych peňazí. Všetky ďalšie výhry sa mi pripisovali do skutočného zostatku (k výberu), nie do bonusového. Z tohto reálneho zostatku 50 € som následne dlhou hrou vypracovala výhru 5 000 €.

Dôležité doplnenie k aktuálnemu stavu: Kasíno mi následne z tejto celkovej výhry 5 000 € zhabalo 4 950 € a na účte mi ponechalo iba tých pôvodných 50 €. Týchto 50 € som si z účtu už vybrala a peniaze mi dnes ráno úspešne prišli do banky. Predmetom mojej sťažnosti je teda neoprávnene zhabaná suma 4 950 €.

Všetky dôkazy a screenshoty komunikácie s VIP manažérkou Chloe mám k dispozícii.

S pozdravom,

[Redacted]

This is my communication with the VIP Manager! I am very disappointed with this procedure! And they have a real mess there!

Toto je moja komunikacia s VIP Managerin! Som velmi sklamana z takeho postupu! A maju tam poriadny bordel!

Dukasino: Last year I received a bonus of 74 free spins. At first I won around €500-600 from them, which I successfully rolled over, turning the balance into real money. I continued playing and won €4,000 in net money. The casino paid me the entire amount without any problems.

Just Casino: I only play there once or twice a year. Last year I got bonus spins for my birthday, won €600 and after meeting the conditions they sent me the money without any problems.

I did exactly the same thing at National Casino – I honestly and completely wagered the bonus. The system closed it for me and approved the real balance. If it was €30 or €200, I would have waved my hand and left it alone. But I am not going to just let €5,000, which I am fully entitled to according to the rules, be stolen.

Dukasino: Minulý rok som dostala bonus 74 free spinov. Najprv som z nich vyhrala okolo 500 – 600 €, tie som úspešne pretočila, čím sa zostatok preklopil do reálnych peňazí. Pokračovala som v hre ďalej a vyhrala som 4 000 € čistých peňazí. Kasíno mi celú sumu bez akýchkoľvek problémov vyplatilo.

 Just Casino: Hrám tam len raz-dvakrát do roka. Minulý rok som na narodeniny dostala bonusové zatočenia, vyhrala som 600 € a po splnení podmienok mi peniaze v pohode poslali.

V National Casino som urobila presne to isté – bonus som poctivo a kompletne pretočila. Systém mi ho uzavrel a schválil reálny zostatok. Keby išlo o 30 € alebo 200 €, mávnem nad tým rukou a vykašlem sa na to. Ale nenechám si len tak ukradnúť 5 000 €, na ktoré mám podľa pravidiel plný nárok.

Thank you very much for your response. Do you currently have access to your bonus history? If so, could you please attach a screenshot showing the conversion of the bonus money into real money funds?

Thank you in advance for your reply.