National Casino - Nalog igrača je zatvoren zbog sumnje na prevaru.

Hi I signed up to National a few weeks ago and won and then they sent me a message saying they suspect fraud, like actual fraud. So i mailed back as they blocked my account and said they will refund my deposits but havent but also kept my winnings of i think 733 or close enough, i did try and withdraw 500 and got blocked so cant log in, II told them i will contact you as this is a disgrace and slander and they said go ahead, ive never done this so not sure what to do, username is ti*********6@gmail.com

Dear Tinelear,

Thank you very much for submitting your complaint. I’m sorry to hear about the distress this has caused you.

• Could you let us know when you signed up with National Casino and provide your deposit and win amounts (for example, how much you initially deposited and the exact sum you won)?
• You mentioned attempting to withdraw €500—what happened when you tried, and what message did you receive when you were blocked?
• What types of games were you playing when you won (e.g., slots, table games, live dealer)?
• Have you already sent any communications to the casino’s support team? If you have chat transcripts, emails or reference numbers, please forward them to petronela.k@casino.guru.

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

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

Hi I have never done this before is it normal to ignore people for a few days after they answered your question? It seems like email live chat and now here are the same person, this isn't right treating your customers like this

My messsages are a week awaiting approval? Is this normal? I opened a complaint, they asked a question. I answered it and blank for a week and awaiting approval? New to this but doesn't seem right to be honest

Hi Tinelear,

Thank you for your messages, and I completely understand how frustrating this situation must feel—especially when communication seems slow.

Please note that we are currently handling around 1,400 active complaints, and we carefully review each case in detail. For this reason, we kindly ask for your patience. Just like the casino, we at Casino.Guru allow up to 7 days for each party to respond at every stage of the complaint process. I assure you we haven't forgotten about your case.

Also, I'd like to clarify that you are not communicating with the same person or team as you did there. We are an independent third-party mediator trying to help you and the casino reach a fair resolution.

A quick reminder—please avoid posting personal information such as your full name or email address in the public thread to protect your privacy. If you need to share screenshots, sensitive files, or additional evidence, you can email them directly to me at: petronela.k@casino.guru

To continue working on your case, I kindly ask you to confirm the following:

• What types of games were you playing when you accumulated your winnings (e.g. slots, table games, live casino)?
• Were your winnings earned with or without an active bonus? If you used a bonus, do you remember its name or terms?

Once we receive this information, we’ll be able to move forward more effectively.

Thank you again for your cooperation and understanding.

Hi Petronela, thank you for that. I wasn't sure how this works and take your time. I appreciate the help. I play slots only and usually I play Halloween Jack so I'd say 99% it is this slot that I used, I can't check as they blocked me now and wont even allow me to log in, it would of been a welcome bonus as I never used that site before and I did the offer on the 7th of April. The bonus amount I received was €75, I have a few screenshots I can send without my information. Also I sent a bank statement that was requested and others and I also didn't block out IBAN or anything although I did ask for the funds NOT to be sent to AIB but to where I deposited from, thank you

Thank you very much, Tinelear, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thank you

Hello, Tinelear,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear National Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and the applied rules?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello,

We have conducted an additional review of this case and would like to clarify the situation.

Our investigation has revealed that the player used funds received from another player who had previously been assigned NOPROMOS status due to repeated abuse of our bonus offers. Unfortunately, such actions are classified as collusion between clients, which is a direct violation of our Terms and Conditions. We adhere strictly to our fair play policy and do not tolerate such practices on our platform.

We appreciate your understanding and are open to further dialogue. If you have any questions, we’re always here to help.

What on earth are you talking about? Fraud now collusion, honestly I'm going to the ends of the earth for this, plastering it on every site available, 1) Lying 2)Treating clients in this disgusting manner 3) Using rubbish claims to back up robbing customers money. Plastering it everywhere and if it costs me more fine I will be going to a solicitor about this, so angry now I can't put in words, in plain sight being robbed isn't something I thought could happen to me, if you have an ounce of me colluding with anyone and on what? I deposited and played slots, colluding HOW? You were caught robbing and coming up with this nonesense

If I were colluding and NO WAY could I as it's slots for the love of God, I wouldn't be here or Ask Gamblers which I just put in a complaint and also Trustpilot and spoke with Nial Murphy solicitors this morning and I've an appointment next Wednesday, disgusting what you've done to me

Hi Branislav, sorry but your respinse seems to me it was written from the casino not Casino Guru, I can give anythign they want SOW anything, so someone owes me money who's a friend and explained to them pays me back and they keep my winnings? Ah no you can't think that's ok surely? How am I supposed to know they played in any casino and got banned? This is insane, if that were so I would have blocked out parts of the bank statement, I did not not even the IBAN for goodness sake. I also told them this has been paid before and I'm still owed a sum of €700 and can get a photo video whatever they want from this lady saying this, I explained about her car and the difficulty she's in or was and loaned her money and she's a friend of over 20 years. I also showed maybe 200 depsoits to Ladbrokes as I play bingo there I hid absolutelty nothing, I also deposited a meassly sum of 50 and was allowed a bonus of 10x times that, am I aware I have to show source of wealth? It seems the casino wrote this, after tons of searching online i get the abuse now but also told huge deposits huge RTP I played 96.28 Halloween Jack and deposited 50 not 500 and gave what they wanted and blocked absolutely nothing out every transaction everything, I'm more disgusted now than ever, I showed I'm not sure 100 wins etc from Ladbrokes, i use three sites ever two for bingo so i don't know what to do, looks like you've made your mind up also, minuscule amount deposited played a low slot after searching and talking to people online and now this rubbish

Greetings all,

I am sorry for the delay.

Dear Tinelear,

Thank you for your opinion. I am still in contact with the casino, waiting for further details and supporting evidence/clarification. If it sounded like written by the casino, it is because the data and details they provided indicate exactly what I described in my previous post. How would you describe the situation differently if we are talking about industry-standard rules and possible violation of these rules in a very common way? Maybe you are not aware of it, or at least you claim that, but the situation described above (abuse/fraud) is common in online casinos, and we/online casinos are in contact with such things every day.

Only a note - although there are ways you could have verified your deposit and payment method without breaching any rules, editing documents provided upon KYC is usually prohibited, and online casinos do not accept edited documents for KYC purposes at all. They require original and unedited documents in PDF.

Anyway, as I mentioned, some things are still a bit unclear here, and I requested the casino representative for further details/evidence/clarification via email, waiting for their response.

Thank you for your patience and understanding.

Dear National Casino Team,

Can you please check my last email regarding the matter and provide the requested, as well as for the unanswered questions from my previous email?

Thank you. Looking forward to hearing from you.

Hello,

Thank you for reaching out. Our team is currently reviewing the situation carefully and conducting the necessary checks. As soon as we have an update, we’ll get back to you with more information.

We appreciate your patience and understanding.

Thank you very much for informing us about the process and for your email, National Casino Team.

Looking forward to hearing from you.

Have a nice weekend!

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,

Unfortunately, there are no new updates regarding this case at the moment, and our position remains unchanged. Should the situation change or any additional information become available, we will make sure to inform you.

Thank you for your understanding.

Greetings all,

Dear National Casino Team,

Thank you for your response and the update.

However, I cannot keep the complaint open indefinitely.

I am extending the timer once again, until the end of next week (Friday), waiting for further details I requested in my last email regarding the case.

Please let me know once you know more.

In the meantime, I will also try to discuss the matter internally and will inform you about the results of the discussion as soon as possible.

Thank you. Looking forward to hearing from you.

Hi sorry, what is unclear? I never edited any document ever, I submitted all they asked for and then I had money sent to me by a friend who they had banned or something and apparently that's fraud? Ask any questions away, I will send a video photo whatever it takes with this lady stating it is a loan repayment as she's a life long friend, I hid absolutely nothing sent it unedited and did and will more of wehatever they ask of me, it is absolutely disgusting behaviour doing this as I have never doe anything wrong here and wouldn't, letter video from her no problem, documents from me anything just ask again as I've submitted all, this fraud nonesense however I can't believe for one second anyone especially here not the casino thinks this might be ok, I deposited, played a low key slot won a bit and banned, insane how they can steal funds and get away with it

Dear Tinelear,

Unfortunately, I am afraid there is not much that can be achieved without cooperation from their side. The casino was unable to provide us with sufficient or compelling evidence confirming their statements and accusations against you, which was agreed upon internally with the team. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the gaming authority the casino is regulated by (GCB) and submit a complaint directly to the regulator. Although they currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law/regulations. The Gaming Authority has more options and tools to help players.

Feel free to find more HERE or our article on regulatory complaint procedures in general HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Branislav B, Casino.Guru