National Casino - Player's account has been blocked.

Hello, good afternoon, you guys to file my complaint since this casino is a scam. I registered recently and deposited money to test when I played, I won and withdrew and everything is normal. Then I deposited again and lost and withdrew and normal and the third time I deposited and I won almost double my deposit and when I requested to withdraw they never sent me my money. And they suspended my account claiming that they are not a bank and that they detected fraudulent activity. I want to clarify that I only deposited and played, I don't know what they mean by fraud, it's my only account, I don't have any more, I don't have a bonus. They waited for me to deposit more and steal my money. I played and won legally. They suspended my account and said that my money is mine, there are no bonuses. It has been confiscated, they are scammers. I want my ARS money back, they are thieves. Please

Dear geremymendoza54,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you passed the KYC verification before the casino blocked you? When did you make the last successful withdrawal?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Hello, and in response to your question, if I verified my identity, otherwise they could not send me money and I withdraw a few days. After that I deposited in ltarcera and when I tried to withdraw they said that my account was under investigation but I had deposited and played normally so I was not worried. But now that they come out with these things and withhold more than 400 dollars from me, it makes me understand that they are used to stealing money from their players in this way. Waiting for them to deposit more and then suspend them alleging that terms and conditions are violated and they do not demonstrate with evidence. My question is, I also open a complaint in Curacao, what is the entity that regulates them? Because I will not let this casino steal my money, my work, my effort, they want to get rich at the expense of the players.

Thank you very much, geremymendoza54, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello geremymendoza54,,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite National Casino to join the conversation and participate in the resolution of this complaint.

Dear National Casino,

Can you please provide further information regarding the reason for blocking the player's account?

Kind regards,

Adam

Yes, please ask them to respond and present all the evidence and for having included my gambling history and indicate why I have carried out fraudulent activity. Because I have played normal and it seems to me that they are scammers who only want to steal the money of the players in my case 97 thousand ARS around 450 USD

Dear geremymendoza54,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask National Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Where can I report them so they don't steal my money?

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 geremymendoza54,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Antillephone NV Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

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

Best regards,

Adam

This complaint has been reopened at the request of the casino.

Dear National Casino,

We once more invite you to share further information about the player's account and why it was blocked.

Kind regards,

Adam

Hello,

Thank you for your message. We regret to inform you that the player's account has been blocked due to a detected fraud case. The player exploited a vulnerability in the ARS currency.

We are committed to maintaining a fair and secure gaming environment for all our users. If you have any further questions or need additional information, please do not hesitate to contact our support team.

I also lost the money I deposited, I deposited it in my currency, I don't know why it says vulnerability, I need an answer and it's been more than a year

Hello!

During our investigation, it was found that the player took advantage of a currency conversion error, where USD was converted to ARS at the unofficial rate (blue) instead of the official rate. This error resulted in significant benefits to the player, with conversion differences of 2 to 5 times.

The problem arose due to a bug in our payment provider, which made a double conversion (ARS-USD-ARS) when withdrawing ARS. This led to the fact that we were charged more money than stipulated by the contract, and payments to the client were made at the unofficial rate (blue), not at the official rate.

We apologize for the inconvenience and thank you for your understanding.

I want my money that I put in, I want the money that I put in to play, they want to steal that money that I put in, that money is mine, not theirs.

Hello National Casino,

Thank you for the explanations provided. Can you please provide some supporting evidence of the error you mentioned? We would also like to see the player's transaction history in relation to this. Any relevant information can be posted here, or sent to me via email (adam.m@casino.guru).

Kind regards,

Adam

My account is blocked so I cannot send proof of my deposited money

Hello Adam,

We have already sent you an email. We are always happy to cooperate and assist in any situation. Thank you for your patience and understanding.

Hello National Casino,

Thank you for your response, I have replied to your email with a request for more clarification.

Kind regards,

Adam

Dear geremymendoza54,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask National Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Hello Adam,

We sent you an email two days ago. Please check your email. If you did not receive our email, please let us know and we will be happy to resend it.

Thank you for your attention and co-operation.

Hello National Casino,

I have received the email and thank you for the clarification.

Dear geremymendoza54,

According to the evidence provided by the casino, it seems that while you have made a deposit and this has been credited to your casino account, the amount actually received by the casino from the payment provider was approximately 50% less. Additionally, when the withdrawal amount has been converted back to your currency it seems that you have received more from the casino than you should have.

Can I ask you please if you have records of the transactions you have made to and from the casino, so we can compare the amounts deposited and withdrawn with those provided to us by the casino?

Kind regards,

Adam

Dear geremymendoza54,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

If they say that it was a scam that they give me my money that I deposited, the money that I deposited is mine, if I did a currency conversion and they gave me more, they will return only what I deposited with my money!!

Hello geremymendoza54,

We would like to update you that due to Adam, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Adam has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Adam will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello geremymendoza54,

I apologize for my delay in responding and thank you for your continued patience.

I would like to ask you once more if you have any record of the transactions made to and from your casino account so that I can compare the amounts with the data provided by the casino. Are you able to provide such information, perhaps statements from your payment provider?

Kind regards,

Adam

Dear geremymendoza54,

Please respond to my previous request for information. I will extend the timer for 7 days.

Should you fail to respond, we will be unable to continue our investigation and the complaint will be rejected.

Kind regards,

Adam

Dear geremymendoza54,

As we have had no further response from you regarding our request for more information, we will now reject the complaint as mentioned.

Kind regards,

Adam