National Casino - Player's winnings have been confiscated.

First, there was a problem with the documents and account verification, which I resolved after several hours by sending all possible and impossible papers and documents they requested. Then they approved the withdrawal, and today I checked and found that my winnings were canceled, and the money is gone. Even though I played with a bonus, I only withdrew after wagering 40 times, and the bet increase was also after wagering.

Dear martinabraham1122,

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. 

Have you made any successful withdrawals before? 

Could you please confirm that you have passed the KYC verification?

Have you been informed about the reason for canceling the winnings?

Could you please share your communication with the casino regarding the canceled winnings? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Hello, thank you very much for your quick reply, I sent all the photos to the email you provided. After the first canceled selection, the struggle with document verification began, luckily it was successful. The selection was enabled, I used the same method as the insertion method. After X hours, they arrived to me that he had violated the conditions of which I was wrongly accused according to the screen in the email and that the conditions for both spins and bets had been met. From that time on, no one wanted to talk to me that it was closed for them, and after about five attempts, I was told to send an email for support. Unsuccessfully here. They kept telling me that it was solved for them and after another attempt and handing over this matter to you, they wanted me to verify all the documents again with the answer that it's okay to put together a team to solve the matter and they'll get back to me and since then nothing 🙂

Dear martinabraham1122, did you claim the 100% first deposit bonus up to 2500 CZK + 100 FS?

I checked the bonus terms and conditions and this is what I found:

1e. The maximum bet with an active bonus is 5 EUR, 5 USD, 8 NZD, 8 CAD, 5 CH, 20 PLN, 50 NOK, 8 AUD, 1700 HUF, 10 BGN, 125 CZK, 30 BRL, 4500 CLP, 400 INR, 7000 KRW, 25 PEN, 25 MYR, 130 000 VND, 1000 PKR, 300 RUB, 35 CNY, 300 PHP. (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. If the currency of your account is not specified - the maximum bet amount is equivalent to 5 euros in your currency.

If I'm right, your bets ranged from 25 to 500 CZK while the first deposit bonus and free spins were active.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

Unfortunately, they didn't even send me the complete history, unfortunately the beginning is missing there and the worst part is that it was confirmed that everything is completed, I still demand maybe not the whole win but at least a partial one because I honestly completely played everything and it was shown to me as completed see photo

and I don't understand how it is possible when someone is playing and the maximum bet is determined, the amount of the bet should not be increased during the time that the person is playing, this seems confusing and disgusting to normal recreational players. cash back

And I would just like to add that even if there was no win for the amount raised, the wins were according to their rules

Dear martinabraham1122, we have reviewed your gameplay and found that you intentionally exceeded the maximum bet limit multiple times, giving you an unfair advantage, which violates casino rules.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.