National Casino - プレイヤーの賞金が没収されました。

I made a deposit of 20 euros yesterday, won 773 euros, did the necessary turnover, and then my money was seized.

Εκανα καταθεση εχθές 20 ευρώ κέρδισα 773 ευρώ εκανα τον τζιρο που έπρεπε και μπυ κατασχεσανε τα χρήματα

Dear agasikx9,

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 accumulated your winnings with or without an active bonus?

Have you received any explanation regarding this situation from the casino? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

They tell me that I have cheated the terms when I was just playing a game with 0.50 min bet as normal.

Μου λένε ότι έχω απατήσει τους όρους ενώ εγώ πολύ απλά έπαιζα παιχνίδι με 0.50 λεπτά ποντάρισμα ότι πιο φυσιολογικό.

they send me this I can't figure out what I did illegally unless this company is a scam

μου στέλνουν αυτό δεν μπορώ να καταλάβω τι παράνομο έκανα εκτός αν είναι απάτη αυτήν η εταιρία

Thank you very much for your reply, agasikx9. Our position is closely explained in Fair Gambling Codex:

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.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

With a bet of 0.50 minutes, I was playing what was illegal?

I made the necessary turnover and requested a withdrawal.

In no company does this happen only in this one

I asked for the history to be sent to me to prove what stake I was playing with

Με 0.50 λεπτά ποντάρισμα έπαιζα τι παρανομία ?

Έκανα τον τζιρο που έπρεπε και αίτηθηκα ανάληψη.

Σε καμία εταιρία δεν γίνεται αυτό μόνο σε αυτήν

Ζήτησα να μου στείλουν το ιστορικό για να αποδείξω με τι ποντάρισμα έπαιζα

Here I bought bonuses and won them the bonuses I bought are with 0.50 min bet

Ορίστε αγόρασα μπονους και τα κέρδισα τα μπονους που αγοράσα είναι με 0.50 λεπτά το ποντάρισμα

Please note that as per the casino's bonus T&Cs, purchasing in-game features is considered the same as making a bet and it may lead to confiscation of winnings:

"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."

You clearly repeatedly purchased in-game features and, therefore breached the maximum allowed bet. I understand your frustration and of course, we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule. Since the casino confiscated your winnings in compliance with their bonus terms, there is nothing we can do.

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.