HomeComplaintsNational Casino - Player’s bonus winnings have been confiscated.

National Casino - Player’s bonus winnings have been confiscated.

Amount: A$20.5

National Casino
Safety Index:Above average
Submitted: 20 Nov 2021 | Case closed : 19 Dec 2021
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

2 years ago

The player from Australia had her bonus winnings voided due to an accusation of bonus abuse. After a closer examination, we ended up rejecting this complaint as unjustified.

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3 years ago

I won 19.40 on free spins witch was a bonus & had another lot of free spins that to was a bonus won 1.30 I deposited $20 neosurf I played my 20 of neosurf but when I went to look at my bonus credits to play they had been cancelled and taken away.

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3 years ago

Dear mellissaweston,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your bonus and deposit histories, along with any relevant communication, to petronela.k@casino.guru?

I have checked the general bonus terms and conditions, and this is what I found, https://nationalcasino.com/rules/bonus-terms:


"3b. At National Casino it's forbidden to abuse the bonus offers available (customer bonus ratio (deposits : bonuses) is more than 30%). If any such cases come to light, the casino reserves the right to seize any winnings gained as a result of abusing the bonus offers and disable the option of using any bonuses for that account in the future."


Is this the exact rule that has been used to void your entire promotional winnings?


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

Best regards,

Petronela

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3 years ago
Sensitive information

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3 years ago

Dear mellissaweston,

Could you please forward your bonus and deposit histories, along with any relevant communication?

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2 years ago

Dear mellissaweston,

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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2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

Not sure I'll keep looking for my communication with the casino support person

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2 years ago

Thank you, mellissaweston, for the screenshots. Could you please forward your transaction history too?

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2 years ago

Dear mellissaweston,

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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2 years ago

To the Complainant Leader

Can you please call me as I don't always use internet & have had traumatic year. As this casino should be band from playing in Australia. Kind regards Mellissa

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2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

Dear mellissaweston,

I have checked the general bonus terms again, and this is what I found (here):


"3b. At National Casino it's forbidden to abuse the bonus offers available (customer bonus ratio (deposits : bonuses) is more than 30%). If any such cases come to light, the casino reserves the right to seize any winnings gained as a result of abusing the bonus offers and disable the option of using any bonuses for that account in the future."


Do I understand correctly that you haven't placed any real money deposits and all your winnings have been accumulated from consecutive Free bonuses? Thank you.

Edited by a Casino Guru admin
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2 years ago

Dear mellissaweston,

We are extending the timer by 10 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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2 years ago

I give up im only new on the internet had a bad year with my health no point arguing.

The house always wins

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2 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. 

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