National Casino - Player's account was blocked.

Hello, I want to file a complaint and get advice on how to report them. This casino is a scammer, they did not send me my money and they closed my account indicating that I violated their terms and conditions that they are not a bank, which is clear to me. I have deposited and I have played what is done in a casino, I have won and I have lost but these scammers accuse me of something that I have not committed since I have played as normal. They are a scam mafia, where I can report them to the person who gave them the license because the scammers are stealing my money. I want you to show proof that I violated the policy in addition to my very normal gambling history and that these scammers give me my money back.

Dear amcalderon1994,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 

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,

Tomas

Hello Tomas. I had created my account a month ago, I had been playing normally, I think they scammed me.

I was a player for a week and I found out that my account was suspended because I couldn't log in and then they sent me an email saying that I have violated their policies that they are not a bank. I always played online dice game. My balance is my net of deposits, I never took a bonus, everything is literally my money. I hope you can help me soon

amcalderon1994,

Could you specify what exactly the casino's accusations were? If there is any email or chat transcript of this, please forward it to my email at tomas@casino.guru

I'll await your message.

Dear amcalderon1994,

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.

Hello sorry, answering your question. The casino only claimed that I took them as a bank and that, according to that, they suspended my account and practically stole my money. I would bet and play and meet the wagering requirements. But these individuals are really scammers. It is what they are, there are no other words to describe it. And the thing is that they take your money, that is, they don't return it, but they steal the money from your deposit. The truth is that I would like to take this case with the entity that regulates them and that you please help me

Thanks for your message, amcalderon1994

The casino holds a license in Curacao-Antillephone.

Could you please clarify which wagering requirement were you supposed to meet? How did the casino inform you about which wagering requirements are there?

Which games did you play in the casino? (slots, live games, multiplayer)

Hello dear this casino is a scammer. I have verified that what he has done is to delete all the casino accounts that have the ARS currency. I asked many places and many players stole their money because they are ARS currency. they have suspended the account with the excuse that they are not a bank, when they themselves are the ones who place the currency. And these scammers have already eliminated it and as a consequence eliminated the player accounts, stealing all the money. The requirement was to wager the deposit x3 before any withdrawal and which I complied with and they can show my gaming history if they want. The wagering requirements are in their terms and conditions and they also confirmed the support via chat, I only played live games. They are real scammers.

Thank you very much, amcalderon1994, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi amcalderon1994,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask National Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked and winnings confiscated?

Thank you.

Best regards,

Tomas

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 amcalderon1994,

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 (tomas.k@casino.guru).

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

Best regards,

Tomas

We’ve reopened this complaint at the request of National Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We would like to clarify the situation. The player was part of a group of individuals who benefited from an error in currency conversion related to a recent conversion error. This error pertained to the conversion of currency from USD to ARS, where the blue ARS rate was used instead of the official rate, resulting in a significant difference in conversion, sometimes up to 2-5 times in their favor.

Unfortunately, our payment provider encountered an error when withdrawing ARS, resulting in an additional conversion of ARS to USD and then back to ARS. This led to both the payment being made at the blue rate instead of the official rate. In this situation, the player managed to withdraw funds multiple times before this discrepancy was detected, consequently, the losses are disproportionate to their final withdrawal, which was debited.

We understand that this situation may have caused dissatisfaction. We deeply regret the circumstances that have arisen.

If you have any further questions or require additional information, please do not hesitate to contact us. We appreciate your patience and trust in us, and we strive to do everything possible to restore your confidence in us.

Dear National Casino,

Thank you for your response and the information provided.

Could you provide us with evidence of such accusations? You can send it to my email address stefan.m@casino.guru or you can contact me via Skype.

I'll be awaiting your reply.

Dear Stefan,

We have sent additional explanations and proofs to your email. Thank you for your understanding and co-operation.

Dear amcalderon1994,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.