The player from Brazil has been accused of breaching bonus terms by placing single bets greater than the allowed ones. After a closer examination, we ended up rejecting this complaint as unjustified.
National Casino - Player’s bonus winnings have been voided.
Amount: 45,000 R$
National Casino
Safety Index:Above averageSafety Index
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7.4
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
My credits were confiscated on the grounds that I exceeded the maximum stake because I was using bonus credits. I requested the betting history as not all the winnings with the bet were over the limit. They do not return and also do not allow me to withdraw my account balance.
In other words, they confiscated my credits and say they have nothing to do. I lost my earnings!!!!
Automatic translation:
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3 years ago
Dear Edilson,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.
I carefully checked the Bonus Terms on the website, and this is what I found https://nationalcasino.com/rules/bonus-terms:
„ 1e. The maximum bet with an active bonus is 5 EUR / 5 USD / 50 NOK / 6.5 CAD / 6.5 AUD / 6.5 NZD / 20 PLN /125 CZK / 600 JPY / 30 BRL. (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to respins) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, National Casino reserves the right to confiscate the winnings."
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.
If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
However, please do not hesitate to forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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3 years ago
Translation
YES, THERE WAS SOME BETTING ABOVE THE LIMIT PLACED IN THE BONUS POLICY BUT I ALREADY HAD A HIGH EARNING BALANCE.
I REQUESTED THE HISTORY OF GAMES BUT THEY DO NOT PROVIDE. THAT IS, THEY ARE HIDING TO NOT PAY. IN CHAT ALWAYS HAS THE SAME EXCUSE.
Automatic translation:
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3 years ago
Please understand that if you have exceeded the maximum allowed bet, anytime during the bonus wagering completion, your entire profit would be cancelled.
Until a withdrawal request is being placed, a player needs to follow bonus rules. Requesting a withdrawal equals to completing the bonus and its rules.
If you are aware of placing bets greater than the allowed ones, we can't help you with this case. Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.
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3 years ago
Translation
I ALREADY UNDERSTAND THAT THIS IS NOT A SERIOUS CASINO ( LACK OF CHARACTER ) . MY BETTING HISTORY HAS NOT BEEN SENT YET AND I HAVE REQUESTED SEVERAL TIMES.
OF ALL THE SITES I PLAY I NEVER HAD THE PROBLEM OF NOT RECEIVING MY PROFIT.
I WILL BE INFORMING IN ALL MEDIA NOT TO PLAY ON NATIONALCASINO.COM AND ITS AFFILIATES.
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3 years ago
Dear Edilson,
You have admitted that you have breached the maximum bet rule several times. I'm truly sorry but it seems as we can't help you with this case. U fully understand your frustration and of course, you have the right to share your experience as you wish but it won't change the outcome.
Once again, please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.
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3 years ago
Dear Edilson,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Translation
BY THE INDEX OF REJECTED COMPLAINTS THAT THIS SITE HAS ALREADY UNDERSTAND THAT IT FALLS IN A BANG.
END MY CLAIM BECAUSE I KNOW THAT I WILL NOT RECEIVE MY GAINS.
DISHOOSEN PEOPLE AND WITHOUT CHARACTER !!!!!!
GAME ON OTHER SITES WHERE I WIN AND LOSE WITHOUT PROBLEMS !!!!!
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3 years ago
Translation
MY MOVE HISTORY DIDN'T COME UP, SO THEY MADE UP THIS EXCUSE !!!!
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
