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I made a deposit of 20 euros with a spins bonus, I played and I followed a total of 1000 euros I tried to withdraw and the casino got me 980€ and only returned 20€

Eu fiz um deposito de 20 euros com um bonus de spins fui jogando e comsegui um total de 1000 euros tentei fazer levantamento e o casino ficou me com 980€ e so me devolveu 20€

Hello HermanLopes,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with National Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Can you please forward a link of the bonus you used or a screenshot if it's terms? When was the last time you spoke to the casino and what was it about? Did they ever specify the reason of voiding your balance?

Looking forward to your answer.

Regards,

Nick

Yes, my account has been verified for about 5 months, I am sending the bonus email as an attachment as it is a deposit bonus consisting of another 50% of the deposited amount and 50 free spins in the game bokok of cats on Friday and another 50 free spins spins on Saturday of which I was not credited on Saturday, the last time I spoke to the casino support was yesterday and they say that I did not comply with the terms of the bonus but when I activated the bonus I was not warned of the maximum bet of 5€ and in no game did it block me from betting more than the 5€ I also send the last email I received from them as an attachment

Sim a minha conta ja esta verificada a volta de 5 meses, mando em anexo o e mail do bonus pois é um bonus de deposito onde consiste mais 50% do valor depositado e 50 free spins no jogo bokok of cats na 6a feira e mais 50 free spins no sabado dos quais no sabado nao me foram creditados, a ultima vez que falei com o apoio do casino foi ontem e eles dizem que nao cumpri com os termos do bonus mas no momento que ativei o bonus nao fui avisado do maximo de aposta de 5€ e nem em nenhum jogo me bloqueiou de apostar mais do que os 5€ envio em anexo tambem o ultimo email que recebi deles

Hello HermanLopes,

Please keep in mind that you have to read the global terms and bonus terms before accepting any bonus as they have specific terms.

Please check term 1.e (https://nationalcasino.com/rules/bonus-terms). Based on that term, if you really did bet over 5€, the casino had right to void your winnings and refund your deposit. Can you please confirm if you did bet over the maximum allowed amount? Can you access your betting history?

Dear HermanLopes,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The complaint will be now closed for the above mentioned reason.