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Good morning,

I am filing a complaint against National Casino, which unjustifiably cancelled my winnings of €5,000. I am a VIP player. I successfully wagered my loyalty points bonus on Cleopatra. The system then closed the bonus and transferred the maximum allowed limit of €50 in cash to my real account.

With this REAL money (€50) I continued playing for more than an hour on completely different games (Buffalo Megaways, Playson slots) with bets of €0.60, €0.80 and €1.20. This way I fulfilled the requirement of 3x real balance turnover. Only THEN did I hit the Grand Jackpot of €5,000 on Tiger.

The casino deleted my winnings claiming it was a bonus balance. My VIP manager congratulated me on my win in writing, but she refuses to pay me out and instead offers me another "personal bonus" in an email to silence me.

The casino directly violates its own Bonus Terms and Conditions, specifically POINT 5f, which clearly states: "Once the bonus has been fully utilized... All winnings made with this money are NOT subject to any further withdrawal limits."

Since the jackpot only hit after the rollover to real money, the €50 limit does not apply to it. I am asking for help.

I have the evidence (conditions point 5f and an email from the VIP manager) downloaded to my phone and I'm happy to provide it.

Dobrý den,

podávám stížnost na National Casino, které mi neoprávněně stornovalo výhru 5 000 €. Jsem VIP hráčkou. Svůj bonus za věrnostní body jsem kompletně úspěšně protočila na hře Cleopatra. Následně systém bonus uzavřel a překlopil mi na reálný účet maximální povolený limit 50 € v hotovosti.

S těmito REÁLNYMI penězi (50 €) jsem hrála dál více než hodinu úplně jiné hry (Buffalo Megaways, Playson sloty) se sázkami 0.60 €, 0.80 € a 1.20 €. Tím jsem splnila podmínku 3x protočení reálného zůstatku. Teprve POTOM mi na hře Tiger padl Grand Jackpot 5 000 €.

Kasino mi výhru smazalo s tvrzením, že šlo o bonusový zůstatek. Moje VIP manažerka mi k výhře písemně gratulovala, ale odmítá mi peníze vyplatit a místo toho mi v e-mailu nabízí jiný "osobní bonus", aby mě umlčela.

Kasino přímo porušuje své vlastní Bonusové podmínky, konkrétně BOD 5f, kde jasně stojí: „Sobald der Bonus vollständig umgesetzt wurde... Alle Gewinne, die DANACH mit diesem Geld erzielt werden, unterliegen KEINEN weiteren Auszahlungslimits."

Jelikož jackpot padl až po překlopení na reálné peníze, limit 50 € se na něj nevztahuje. Žádám o pomoc.

Důkazy (bod podmínek 5f a e-mail od VIP manažerky) mám stažené v telefonu a ráda je doložím.

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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.

Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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,

Attila

Hello, Attila,

Thank you for taking on my case. I will answer your questions:

1 No, the casino did not warn me in advance that the restrictions would apply even after the bonus was fully completed. According to their own terms and conditions (Section 5f), the real money rules are supposed to apply.

2 Yes, the casino system automatically locked my balance after completing the loyalty bonus terms, deducted the excess and transferred exactly €50 to my account as REAL MONEY (Real Money Balance). The bonus was marked as completed and closed at that moment.

3 When I continued playing slots (Buffalo Megaways, Playson slots, etc.), I was already playing with this real money balance. All further winnings were credited to my real balance (for withdrawal), not to my bonus balance. From this real balance of €50, I subsequently made a win of €5,000 through long-term play.

Important addition to the current situation: The casino subsequently confiscated €4,950 from my total winnings of €5,000 and left only the original €50 in my account. I have already withdrawn the €50 from my account and the money has successfully arrived at my bank this morning. The subject of my complaint is therefore the unlawfully confiscated amount of €4,950.

I have all the evidence and screenshots of communication with VIP manager Chloe at my disposal.

Best regards,

[Redacted]

Dobrý deň, Attila,

ďakujem za prevzatie môjho prípadu. Odpovedám na Vaše otázky:

1 Nie, kasíno ma vopred nikde neupozornilo, že by obmedzenia platili aj po úplnom dokončení bonusu. Podľa ich vlastných podmienok (Bod 5f) majú platiť pravidlá pre reálne peniaze.

2 Áno, systém kasína môj zostatok po dokončení podmienok vernostného bonusu automaticky uzamkol, odčítal prebytok a preklopil mi na účet presne 50 € ako REÁLNE PENIAZE (Real Money Balance). Bonus bol v tej chvíli označený ako dokončený a uzavretý.

3 Keď som pokračovala v hre na automatoch (Buffalo Megaways, Playson sloty atď.), hrala som už s týmto zostatkom reálnych peňazí. Všetky ďalšie výhry sa mi pripisovali do skutočného zostatku (k výberu), nie do bonusového. Z tohto reálneho zostatku 50 € som následne dlhou hrou vypracovala výhru 5 000 €.

Dôležité doplnenie k aktuálnemu stavu: Kasíno mi následne z tejto celkovej výhry 5 000 € zhabalo 4 950 € a na účte mi ponechalo iba tých pôvodných 50 €. Týchto 50 € som si z účtu už vybrala a peniaze mi dnes ráno úspešne prišli do banky. Predmetom mojej sťažnosti je teda neoprávnene zhabaná suma 4 950 €.

Všetky dôkazy a screenshoty komunikácie s VIP manažérkou Chloe mám k dispozícii.

S pozdravom,

[Redacted]

This is my communication with the VIP Manager! I am very disappointed with this procedure! And they have a real mess there!

Toto je moja komunikacia s VIP Managerin! Som velmi sklamana z takeho postupu! A maju tam poriadny bordel!

Dukasino: Last year I received a bonus of 74 free spins. At first I won around €500-600 from them, which I successfully rolled over, turning the balance into real money. I continued playing and won €4,000 in net money. The casino paid me the entire amount without any problems.

Just Casino: I only play there once or twice a year. Last year I got bonus spins for my birthday, won €600 and after meeting the conditions they sent me the money without any problems.

I did exactly the same thing at National Casino – I honestly and completely wagered the bonus. The system closed it for me and approved the real balance. If it was €30 or €200, I would have waved my hand and left it alone. But I am not going to just let €5,000, which I am fully entitled to according to the rules, be stolen.

Dukasino: Minulý rok som dostala bonus 74 free spinov. Najprv som z nich vyhrala okolo 500 – 600 €, tie som úspešne pretočila, čím sa zostatok preklopil do reálnych peňazí. Pokračovala som v hre ďalej a vyhrala som 4 000 € čistých peňazí. Kasíno mi celú sumu bez akýchkoľvek problémov vyplatilo.

 Just Casino: Hrám tam len raz-dvakrát do roka. Minulý rok som na narodeniny dostala bonusové zatočenia, vyhrala som 600 € a po splnení podmienok mi peniaze v pohode poslali.

V National Casino som urobila presne to isté – bonus som poctivo a kompletne pretočila. Systém mi ho uzavrel a schválil reálny zostatok. Keby išlo o 30 € alebo 200 €, mávnem nad tým rukou a vykašlem sa na to. Ale nenechám si len tak ukradnúť 5 000 €, na ktoré mám podľa pravidiel plný nárok.

Thank you very much for your response. Do you currently have access to your bonus history? If so, could you please attach a screenshot showing the conversion of the bonus money into real money funds?

Thank you in advance for your reply.

Thank you very much for the information you provided. I appreciate your efforts, however, the attached screenshots do not clearly indicate that the winnings have been capped twice—first by 103 EUR and then later by 4,950 EUR. Without this crucial evidence, it may be challenging for us to address the matter with the casino effectively. Could you please provide a screenshot that shows the conversion of the bonus money into real money funds?

Furthermore, to ensure we assess the issue accurately, would you be able to share your game history with us? I recommend requesting the complete game history directly from the casino in Excel format. The game history should encompass the entire relevant period, starting from the activation of the bonus up until the confiscation of the winnings. Thank you in advance for your assistance. I look forward to your reply.

Hello Mr. Atilla, so I received the statement but I can't save it!

Only if I forward you the entire email with the Excel history.

Best regards

Dobry den pan Atilla, takze ja som dostala ten vypis ale ho nemozem ulozit !

Jedine ak Vam preposlem cely email aj s tym Excel historiou

S pozdravom

I need an email to forward it.

potrebujem Email aby som to preposlala

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tina888555,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

We’ve reopened this complaint at the request of Tina888555. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Tina888555,

You can forward the evidence to my email at attila.g@casino.guru.

Thank you for your patience and cooperation.

Dear Mr. Attila

Thank you for reopening the case and I have already sent the email.

I wish you a wonderful rest of the day.

Best regards

[Redacted]🙏🏻❤️

Vážený pán Attila

ja Vam dakujem za obnovenie prípadu a email som uz zaslala.

Prajem Vam krasny zvysok dňa

S pozdravom

[Redacted]🙏🏻❤️

Thank you very much for providing the evidence. I have reviewed the game log, specifically focusing on your gameplay in the game "Luxor and Win." However, I did not notice any irregularities. The balance accurately reflected the bet amounts after each game round. Furthermore, I would like to clarify the issue. At the beginning of your complaint, you indicated that the bonus winnings had been capped twice. Later, you mentioned that a technical issue occurred. Could you please clarify whether the casino capped your winnings twice, as stated in your first message? Thank you for your cooperation.

Hi Attila, thank you for reviewing my game history and confirming that there were no irregularities on my part.

To avoid misunderstandings, I would like to clarify the essence of my complaint:

1. I consider technical movements in my bonus balance (e.g. changing the amount from €135 to a lower amount) to be insignificant (because €135 was still bonus money!!, and €42 was already submitted and that was real money!!!)

2. The key and only important thing for me is that I honestly transferred the funds and achieved a real win of €4,950.

3. The casino refused to pay me these funds and limited my winnings.

Please focus your communication with the casino on this specific point – the payment of my real winnings of €4,950, to which I was entitled after meeting all the conditions.

Thank you for your help in resolving this case.

Ahoj Attila, ďakujem za preverenie mojej histórie hier a za potvrdenie, že z mojej strany nedošlo k žiadnym nezrovnalostiam.

Aby sme sa vyhli nedorozumeniam, rada by som ujasnila podstatu mojej sťažnosti:

1. Technické pohyby na mojom bonusovom zostatku (napr. zmena sumy 135 € na nižšiu) považujem za nepodstatné( pretoze to boli 135 ešte bonusové peniaze!!, a 42€ uz bolo predložených a tie boli reálne peniaze!!!)

2. Kľúčové a pre mňa jediné dôležité je to, že som poctivo pretočila prostriedky a dosiahla reálnu výhru vo výške 4 950 €.

3. Kasíno mi tieto prostriedky odmietlo vyplatiť a obmedzilo moje výhry.

Prosím, zamerajte sa pri komunikácii s kasínom na tento konkrétny bod – na vyplatenie mojich reálnych výhier vo výške 4 950 €, na ktoré som mala nárok po splnení všetkých podmienok.

Ďakujem za vašu pomoc pri riešení tohto prípadu.

Dear Attila,

I need to get back to you. It's been a month now, and the process is dragging on endlessly without any resolution in sight. This is really getting to me.

National Casino keeps sending me free spins that I neither use nor want – these offers simply expire because I'm no longer interested in this casino at all. I don't want these "gifts," I just want my rightful payout.

I correctly fulfilled the wagering requirements for my games and honestly unlocked the bonus and winnings to reach the total of €4,950. It wasn't a technical error on my part, but a normal course of play. That this amount is now being withheld from me is completely unacceptable.

Please don't misunderstand me: I'm very grateful for your help. But I urge you to increase the pressure on the casino this week so we can finally reach an agreement. Once I've received my €4,950, they can close my account permanently – I never want to have anything to do with that casino again.

Thank you for your understanding and your commitment.

Lieber Attila,

ich muss mich noch einmal bei dir melden. Es ist mittlerweile ein Monat vergangen und der Prozess zieht sich endlos hin, ohne dass ein Ergebnis in Sicht ist. Das belastet mich sehr.

National Casino schickt mir ständig Freispiele, die ich weder nutze noch will – diese Angebote verfallen einfach, da mich dieses Casino absolut nicht mehr interessiert. Ich will diese „Geschenke" nicht, ich will nur meine rechtmäßige Auszahlung.

Ich habe die Umsatzbedingungen bei meinen Spielen korrekt erfüllt und den Bonus sowie die Gewinne ehrlich freigespielt, um auf die Summe von 4.950 € zu kommen. Es war kein technischer Fehler meinerseits, sondern ein regulärer Spielverlauf. Dass mir dieser Betrag nun vorenthalten wird, ist für mich völlig inakzeptabel.

Bitte versteh mich nicht falsch: Ich bin dir sehr dankbar für deine Hilfe. Aber ich bitte dich inständig, den Druck auf das Casino diese Woche zu erhöhen, damit wir endlich zu einem Abschluss kommen. Sobald ich meine 4.950 € erhalten habe, können sie mein Konto gerne für immer sperren – mit diesem Casino will ich nie wieder etwas zu tun haben.

Danke für dein Verständnis und deinen Einsatz.

Dear Tina888555,

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, Michal (michal.k@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,

Attila

Dear Attila,

Thank you so much for the information and for your support so far in my case. I'm glad that the process is now entering the next phase.

I understand that Michal will be taking over the case and will wait for his message. Thanks again for taking the time to look into this.

Best regards,

Tina888555

Lieber Attila,

vielen Dank für die Information und für deine bisherige Unterstützung bei meinem Fall. Ich bin froh, dass das Verfahren nun in die nächste Phase geht.

Ich habe zur Kenntnis genommen, dass Michal den Fall übernehmen wird, und werde auf seine Nachricht warten. Nochmals danke, dass du dir die Zeit genommen hast, die Angelegenheit zu prüfen.

Mit freundlichen Grüßen,

Tina888555