National Casino - Player's winnings have been reduced.

They gave me 25 free spins at the national casino and they tell me in the email that the maximum bet is € 5 and the maximum profit is € 50 from the free spins so I get 11, something I do not remember exactly from the free spins and I had to make a turnover of 476 € so that I can withdraw money I make the turnover has been completed and my balance was 560 € at the moment the turnover is completed suddenly from 560 € I am bound by the 510 € that in the final they did not give them to me I played and I won they gave them to me the provider I was playing with and they take it from me have taken me out knowing that if I had made a deposit and they had not given me these free spins that if so I would never want the money again it would be my own withdrawal since I was lucky

Dear Alekos,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that the casino reduced your balance to €50?

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Yes, I just contacted the casino and they told me that it is on their terms

Thank you for your reply, Alekos. I checked the bonus T&Cs and there in fact is a maximum cashout limit. Please, see here:

"1b. The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from playing for the funds associated with a no-deposit bonus is 50 EUR, 50 USD, 500 NOK, 75 CAD, 75 AUD, 200 PLN, 75 NZD, 1,300 CZK, 6,000 JPY, 300 BRL. To submit a withdrawal request, the account must be fully verified and a minimum deposit must be made."

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. It seems that the casino confiscated your winnings in accordance with their T&Cs, and unfortunately, there is not much more we can do.

Please do not hesitate to contact us if there is anything else, we could help you with, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

In fact, I understood, thank you very much for the interest you showed in being a good follow-up

I understand your frustration after a significant amount of your winnings has been deducted, but it was in accordance with the casino's Bonus Policy, and there is not much more we could do here. Casinos are allowed to set a maximum cashout limit for their bonuses, and we cannot force them to do otherwise. In fact, the vast majority of No Deposit bonuses have it.

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 and we will try our best to help.