National Casino - プレイヤーの賞金は没収されました。

14th of february i deposited and played on national casino with their non sticky bonus. I won and proceeded to withdraw, after this i verified my account and uploaded everything they asked from me, all were approved. My winnings were then confiscated after this whole process. They said my activity was fraudulent which came as a shock to me. I asked them for a gdpr which they provided quickly. They accused me of money laundering. I dont understand how winning and withdrawing your winnings can be called money laundering. I need your help and hope to resolve this. I tried to complain to them, but no results came from it.

Dear ibenholtes12,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

To better understand your situation and assist you effectively, could you please provide the following information?

• What specific reasons were given by the casino for classifying your activity as fraudulent?
• Have you received any communication from the casino regarding the confiscation of your winnings?
• Could you please share this communication with me at tomas@casino.guru
• Has your deposit been returned to you?

Your cooperation in providing these details will help us investigate and work toward a resolution.

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

Best regards,

Tomas

What specific reasons were given by the casino for classifying your activity as fraudulent? They said that i was laundering money, which i find crazy.

Have you received any communication from the casino regarding the confiscation of your winnings? Yes i sent it to you now.

Could you please share this communication with me at tomas@casino.guru

Has your deposit been returned to you

Yes my deposit was returned, but i have not withdrawn it from their site yet as i believe they are clearly in the wrong.

Thank you very much, ibenholtes12, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, ibenholtes12! Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hello! We are ready to provide details regarding this case.

The player made a deposit and started playing at the maximum bet with an active bonus.

During our review, we discovered transactions from another player who is not directly linked to the player but has accounts across several of our brands.

As a result, the account was closed, and the deposits were refunded. According to our terms, the administration has the right to take such measures.

Our terms are licensed, and the process is fully transparent and compliant with all regulations.

Thank you for your response, National Casino!

ibenholtes12, are you aware of any transfers to you from another person who is playing in another casinos of the group?

No not that i am aware of.

National Casino, please, explain why two people playing in different casinos and sending each other funds is something that could be a basis for winnings confiscation, and, if there is an adequate reason, send all evidence that can prove the breach of terms to my e-mail: pavel.k@casino.guru.

Hello Pavel,

I sent you an email to your address. If you have any questions, I'll be glad to help.

We have requested further evidence from the casino and now wait for the response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

We're currently reviewing the case carefully and will get back to you as soon as we have an update. We appreciate your patience and understanding.

National Casino,

has there been any news?

Hello Pavel,

We've sent you an email regarding this case. Thank you for your attention to the matter — we’ll stay in touch.

Hello National Casino,

have you received any response from your team regarding our final topic of discussion?

Hello Pavel,

We've carefully reviewed this case together with our colleagues and have also sent you an email with more details.

hello ibenholtes12,

unfortunately, after prolonged discussion with the casino, we were unable to persuade them that your actions were not unfair. There is nothing else we can do, I am sorry. I am now forced to close the complaint as unresolved, I hope the according penalization will make the casino to reconsider their position on your issue and change their decision. Also, usually, I would recommend you to lodge a complaint with the regulator, however, Curacao GCB does not have complaint resolution process for players. However, they have one more license - Kahnawake, which has the complaint resolution process, you can read more about it and how to lodge a complaint here: https://casinoguru-en.com/licensing-authorities/kahnawake-license. Please, let me know if you will decide to lodge a complaint and if the regulator will respond to you: pavel.k@casino.guru.