National Casino - プレイヤーのボーナス賞金は没収されました。

I won 19.40 on free spins witch was a bonus & had another lot of free spins that to was a bonus won 1.30 I deposited $20 neosurf I played my 20 of neosurf but when I went to look at my bonus credits to play they had been cancelled and taken away.

Dear mellissaweston,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your bonus and deposit histories, along with any relevant communication, to petronela.k@casino.guru?

I have checked the general bonus terms and conditions, and this is what I found, https://nationalcasino.com/rules/bonus-terms:

"3b. At National Casino it's forbidden to abuse the bonus offers available (customer bonus ratio (deposits : bonuses) is more than 30%). If any such cases come to light, the casino reserves the right to seize any winnings gained as a result of abusing the bonus offers and disable the option of using any bonuses for that account in the future."

Is this the exact rule that has been used to void your entire promotional winnings?

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

Best regards,

Petronela

Dear mellissaweston,

Could you please forward your bonus and deposit histories, along with any relevant communication?

Dear mellissaweston,

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

Not sure I'll keep looking for my communication with the casino support person

Thank you, mellissaweston, for the screenshots. Could you please forward your transaction history too?

Dear mellissaweston,

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

To the Complainant Leader

Can you please call me as I don't always use internet & have had traumatic year. As this casino should be band from playing in Australia. Kind regards Mellissa

Dear mellissaweston,

I have checked the general bonus terms again, and this is what I found (here):

"3b. At National Casino it's forbidden to abuse the bonus offers available (customer bonus ratio (deposits : bonuses) is more than 30%). If any such cases come to light, the casino reserves the right to seize any winnings gained as a result of abusing the bonus offers and disable the option of using any bonuses for that account in the future."

Do I understand correctly that you haven't placed any real money deposits and all your winnings have been accumulated from consecutive Free bonuses? Thank you.

Dear mellissaweston,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I give up im only new on the internet had a bad year with my health no point arguing.

The house always wins

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. We are here to help.