National Casino - Os ganhos do jogador foram confiscados.

"I am filing a formal complaint against National Casino for the unfair confiscation of my winnings.

1My base bet was strictly 1.25€ per spin, which is well below the 5€ limit (see attached history).

2The casino claims a breach because of the 'Risk Game' (double-up) feature. However, their software did not technically restrict this feature while the bonus was active. If a feature is considered a breach of terms, the casino's platform should prevent the player from using it.

3The casino sent me an email stating I would keep my initial deposit, but my balance is currently 0€.

I request the restoration of my winnings or a fair settlement, as I acted in good faith

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Dear Saxomax,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I rechecked the bonus T&Cs and confirm the max bet stated by the Casino:

"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."

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 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.

To clarify your case:

• Colud you pleae clarify the usage of double-up feature and how it affected the max bet?
• Could you provide me with your full betting/game and Bonus history?
• Also feel free to forward me with a link to the specific bonus that you redeemed and played.

Thank you in advance for your reply.

Best regards

Petra

"I was playing with a 1.25 bet and I was using the game feature shown in the video I am sending you. When I won an amount, the system treated my winnings as a bet instead of crediting them to my balance."

The actual bet on a spin is €1.25 which I win 7.80 and I choose a risk option which is not a spin but it counts as a bet on the win.

Το πραγματικό ποντάρισμα σε σπιν είναι τα 1.25€ που κερδίζω 7.80 κ επιλέγω επιλογή ρίσκου που δεν είναι σπιν αλά το μετράει σαν μπετ το κέρδος

Thank you for your reply and for providing the previous details, Saxomax.

• Do you have any documentation or screenshots that show the software’s behavior during your gameplay while the bonus was active?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Saxomax,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru