National Casino - Τα κεφάλαια του παίκτη έχουν κατασχεθεί.

Good evening, they say I violated the terms, saying I bet more than 5 euros on a specific game that I didn't even play, not even 5 euros on that specific game, and when they tried to deposit my money, my bank rejected it and when I did it again, they kept my money.

Καλησπέρα λένε ότι παραβίασα όρους λέγοντας ότι έπαιξα ποντάρισμα πάνω από 5 ευρώ και σε συγκεκριμένο παιχνίδι που δεν έπαιξα καν ούτε 5 ευρώ ούτε το συγκεκριμένο παιχνίδι ενώ προσπάθησαν να μου βάλουν τα χρήματα μου το απέρριψε η τράπεζα μου και όταν την ξαναέκανα αυτοί μου κράτησαν τα λεφτά

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Dear Dwra,

I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

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.

However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected].

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila

I've never played this game that they call high stakes and they don't send me the game history. I went to find it myself and this particular game doesn't even show it as history.

Πότε δεν έπαιξα αυτό το παιχνίδι που μου λένε υψηλό ποντάρισμα και το ιστορικό παιχνιδιού δεν μου το στέλνουν μπήκα να το βρω μόνη μου και το συγκεκριμένο παιχνίδι δεν μου το εμφανίζει καν σαν ιστορικό

Dear Dwra,

Thank you for your response.

Have you tried reaching out to the casino via email at [email protected] to request the game history?

If so, have you received any response?

Thank you in advance for your reply.

Yes, they tell me he got a buyer, but when you have a bonus, you can't get a buyer.

Ναι μου λένε ότι πήρε αγοραστό αλλά όταν έχεις μπόνους δεν μπορείς να πάρεις αγοραστό

Hello Dwra,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Dwra,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshots here.

Thank you for your patience and cooperation.

Dear Dwra,

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,
Attila
Casino.Guru