National Casino - Stanje na igračevom računu je konfiskovano.

Hello,

I signed up and played at National Casino. I hit a few good wins and got my balance to over 900 euros. I had the casino bonus but as I hadn't mixed the funds and gone into bonus completely and National separated them I followed the terms, cancelled the bonus and continued to bet with the winnings that were left on my cash balance. On casino and some world cup.

I verified my account (with a bit of difficulty) and requested a withdrawal. I then received the attached email.

I have attached the history where they have removed the balance and proof of me cancelling the bonus.

I have also attached a chat before signing up and claiming the bonus where I covered all of this.

They have breached their own terms here (I also did not go over 5 euros). Their term here states - 2f. Players can request a withdrawal of their deposit prior to meeting the wagering requirements. However, in this case, the bonus and any resulting winnings will be forfeited. - 2d. Any bonus can be cancelled before meeting the wagering requirements. Otherwise, by cancelling the bonus the player accepts that all the winnings gained while playing with this bonus, if any, and the bonus amount are deducted from the player's bonus balance. Please contact National casino customer support to learn more about cancelling a bonus. - That's exactly what I did as the screenshots show and the bonus amount and the small winnings on it were deleted but not the funds that had credited to cash and the cash winnings. Nowhere does it state they would be removed?

They have now put only 30 on my account. This isn't acceptable. I've done no fraudulent activity, I've simply had a nice hit, withdrawn what went into cash and deleted the casino bonus (It would make no sense to spin away 900 euro plus all to get down to a bonus amount of 250). If the bonus was sticky I obviously wouldn't have been able to withdraw and would of kept playing?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which games you played while your bonus was active?
• Am I correct in understanding that you cancelled the bonus before you started wagering the bonus balance?
• Did you receive any pop-up notifications or warnings before cancelling the bonus informing you that your balance would be forfeited?
• Has the casino specified what type of fraud you allegedly committed?

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

Best regards

Veronika