National Casino - Player’s winnings from promotional play have been voided.

Buonasera scrivo su questo forum per la prima volta, vorrei portarvi a conoscenza della mia storia per due ragioni. 

la prima tenervi lontani da National casino

la seconda cercare aiuto.

Ieri sera stavo giocando su monopoly dove ho vinto la somma di 120 mila euro, ho provato a fare un prelievo e dopo poco scopro l’amara sorpresa di avere la vincita sequestrata da National casino. Il motivo ?

stavo giocando con un loro bonus di 15 euro il quale per essere ritirato ha bisogno di concludere un giro di rigiocato pari a 600€. Direi di averlo superato abbondantemente. La loro motivazione è stata che io ho superato la bet di 5€ (Cosa vietata da loro se si ha un bonus attivo)su evolution gaming (monopoly) nonostante nei loro termini e condizioni specificano che i giochi con croupier dal vivo non conseguono il raggiungimento del bonus. 

di conseguenza verrebbe da pensare che questi soldi giocati su monopoly non hanno limitazione di bet non essendo idonei al raggiungimento del bonus.

in più questa vincita che evolution gaming ha pagato a loro che fine farà andrà nelle tasche di National casino? 

Dear km907560,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Bonus T&Cs, and I found this:

„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 / 25 MYR. (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."

km907560, please could you forward your game history from the bonus play together with a link to the specific bonus that you have redeemed and played? My email address is kristina.s@casino.guru.

Also, please forward me all the relevant communication between you and the casino, so we can gather as much information about your case as possible.

Looking forward to hearing from you.

Best regards,

Kristina

Ciao, ti ho girato la documentazione

Thank you for your email, km907560. I completely understand your point of view, however, you still had an active bonus which you used to make these bets. This means that even though these bets do not count towards wagering requirements, winnings obtained from these best were still considered as bonus winnings. Therefore, since you played with an active bonus, all bonus rules had to be followed. Unfortunately, the maximum allowed bet was one of these rules.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I 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. Please do not hesitate to let me know if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

Dear km907560,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.