National Casino - Hráč byl obviněn z porušení maximální povolené sázky.

They confiscated the amount of 25,900 and returned my deposit of 100 euros, telling me that I bet more than 5 euros and had the bonus activated.

Μου κατάσχεσαν το ποσό 25,900 και μου επέστρεψαν την καταθεση μου 100ευρώ , λεγοντας μου οτι εκανα bet πάνω απο 5 euro και είχα ενεργοποιημένο το bonus .

Dear takisgeo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I 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, 500 ARS, 30 BRL, 4500 CLP, 400 INR, 7000 KRW, 25 PEN, 25 MYR, 130 000 VND, 1000 PKR, 300 RUB, 420 INR, 35 CNY. (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."

Our position is closely explained in 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 like 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 kristina.s@casino.guru.

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,

Kristina

My balance never fell below 50 euros, I have all the analysis, so my bets were made from my own money and not from bonus money, that's why he let me play "buy" bonuses in the slots

Το υπολοιπό μου ποτε δεν έπεσε κατω απο τα 50 ευρώ εχω όλη την ανάλυση , οποτε τα πονταρίσματα μου εγιναν απο δικά μου χρήματα και οχι απο χρηματα μπόνους για αυτο το λογο με άφηνε να παίζω "αγορα" bonus στα slots

1i. When using an activated bonus, the real money from the player's account is wagered first and only then the bonus money.

It also let me bet over the limit as I was using my own money

Επίσης με άφησε να κάνω ποντάρισμα πανω απο το επιτρεπτό όριο καθώς χρησιμοποιούσα δικά μου χρ΄΄ηματα

Thank you for your reply, takisgeo. I reviewed your game history, and unfortunately, I noticed you breached the maximum allowed bet repeatedly while the bonus was active.

I completely understand your frustration and we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.