National Casino - プレイヤーの出金は没収されます。

I deposited and played using my own funds without any deposit bonus. I won approximately €1000 and immediately requested a withdrawal.

At that moment the funds were already in withdrawal processing when I later used free spins that were offered by the casino.

The withdrawal was then cancelled by the casino due to KYC verification requirements. After I submitted the requested documents and my account was verified, I requested another withdrawal of €800.

The casino is now withholding €800 even though these winnings were generated entirely from my own deposited funds before any bonus was used.

The only funds that may reasonably be related to the bonus are the €200 generated from the free spins, which I understand could be subject to bonus terms.

However, the €800 originates from real money gameplay and was already in withdrawal before any bonus was activated. Therefore confiscating these funds is unfair and unjustified.

I request the release of the €800 that were won with my own deposit

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with National Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you played with the free spins before playing with the real money balance or after?
• Do I understand correctly that the bonus you played with after requesting the payout was the free spins that were part of the deposit bonus?
• Is your player's account verified?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Thank you for your response and for reviewing my complaint.

I played with the free spins after I had already finished playing with my real money balance and after I had requested the withdrawal of €1000.

The free spins were not used before or during my real money gameplay. I used them only after submitting the withdrawal request.

Yes, my account is now fully verified. The casino initially cancelled the first withdrawal because they required identity verification. After I submitted my documents, my account was successfully verified.

I am attaching the email communication with the casino regarding this issue as well as screenshots of the withdrawal request and their final response.

To clarify, the €1000 winnings were generated entirely from my own deposited funds without using any deposit bonus. The free spins were used only after the withdrawal had already been requested.

Therefore, I believe the €800 that were withheld should be paid, as these winnings were not generated from bonus funds.

Thank you again for your assistance.

Kind regards,

Marios *****

Hello Sakellaris2003,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I will wait for a response from Tomas as soon as he is available again. Thank you very much for your time!

Θα περιμένω απάντηση από Tomas μόλις γίνει πάλι διαθέσιμος. Σας ευχαριστώ πολύ για τον χρόνο σας !

Thanks for your patience.

I apologize for misunderstanding your first post.

• Could you please explain how it came to be that you played with free spins (bonus) after you requested a payout?
• Was the bonus offered to you after you requested a payout?
• If there are any records of bonuses accepted by you, would you be able to share a screenshot of your bonus history?

Thanks in advance for your cooperation.

Hello Tomas,

Thank you for your response.

I would like to clarify that I received the free spins during my gameplay, but I used them only after I had already submitted my withdrawal request.

I will provide a screenshot showing the exact time when I requested the withdrawal, so the sequence of events can be clearly verified.

Additionally, I would like to mention that in the bonus history there is no date or timestamp displayed, so it is not possible to determine when exactly the bonus was used based on that record.

Thank you for your assistance.

Kind regards,

Marios ****

Dear Sakellaris2003,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Sakellaris2003,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Could you please confirm which free spin bonus you have claimed? Can it be accessed by visiting the site or was it a special offer? I would also like to invite the National Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Thank you in advance for providing us with your view of the issue.

Hello,

Thank you for your message.

We would like to kindly clarify that this case has already been carefully reviewed by the relevant team. Based on the investigation results, it was confirmed that the player breached our Terms and Conditions by placing bets above the maximum allowed limit while an active bonus was in use.

As outlined in our bonus rules, exceeding the maximum permitted bet during active bonus play leads to the confiscation of winnings obtained in breach of those conditions. The player has already received a detailed explanation of this decision, together with the relevant information regarding the applicable rule.

In view of the above, the case is considered resolved from our side, and no refund will be issued.

Taking the above into account, we kindly confirm that the original decision remains in place and, unfortunately, no refund can be provided in this case.

Dear casino representative,

thank you for your response.

Dear Sakellaris2003,

could you please provide us with the mentioned detailed explanation?

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Martin

Casino.Guru