Bison Casino - Player's winnings have been confiscated.

Good day. I have an account at Casino Bison, created on July 26, 2024. The account has been verified. On October 31, 2024, after making several deposits, I finally managed to win a very large sum of money, an impressive 26,000 PLN. It was taken away. I thought it was like winning from heaven. After contacting support, I received a message saying that after verifying the account, I would receive the money within 5 days.

I was

thrilled. But when I asked why I still couldn't play, I was informed that my account had been temporarily suspended pending verification and was told to wait. After a few days, I got an email saying they were taking away my winnings because there was a system error on the day of my win, and all winnings had been voided. I couldn't believe what I was reading. They said they were sorry for the inconvenience, the error had been fixed, and that my account was reactivated and I could play again. They didn't cite any rule from the terms and conditions. The representative said there's no possibility of withdrawing any transactions, either my deposit or my winnings. I repeatedly searched the terms for any point that could help me but found nothing. Why didn't they block the account when I was losing deposits? Apparently, there were no errors then.

I think I was cheated by this casino. I also read on forums that they do not have verified licenses, so who allows them to deceive people? I have a

sick son waiting for an operation on his leg so he can walk. I'm trying different methods to finally make my child happy. I'm not familiar with casinos, but I happened to come across this one by chance. I'm not a gambler, but I occasionally play. I had never won anything because I'm not lucky. I was the happiest mom that day, but only for a moment.

Please, I ask your team for help because only you, as experts in the field of gambling, can assist me.

Hello EwaEwa1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bison Casino. Please allow me to ask you a few more question before we would move forward.

• What game were you playing?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello. I won in the game from Playson Energy Joker. I did not play with a bonus.

I asked a question on live chat how should I understand when the sum of bets placed is higher than the sum of winnings.? The answer is that my winnings were not won.. I understand that these are casino errors.

Hello. I won money in the game from Playson Energi Joker. I played without a bonus. The last conversation concerns the casino taking the money. Why did they take the money I honestly won? They did not present any evidence proving the failure. They wrote that it is no longer possible to return any money.

For me it is a completely illogical answer to get rid of a player,

I am asking for help. Regards.

Thank you EwaEwa1 for all the information provided so far. As we need further evidence from the casino regarding the mentioned error, your complaint will be forwarded to my colleague Adam ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello EwaEwa1,

I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite Bison Casino to join the conversation and participate in the resolution of this complaint.

 

Dear Bison Casino,

 

Can you please provide more information regarding the player's winnings and their confiscation?

 

Kind regards,

Adam

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 EwaEwa1,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't 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 Curacao Interactive Licensing Authority ([email protected]) and submit a complaint to them. The authority has more options and tools to help players. Please let me know how they respond ([email protected]).

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

Best regards,

Adam

This complaint has been reopened at the request of the Casino.

Dear Bison Casino,

Can you please provide further information about the player's winnings and why they were voided?

Kind regards,

Adam

Hello there,

I am doing my best to investigate this and find a resolution as fast as possible!

Hello Bison Casino,

Thanks for the update, we will wait for more information.

Kind regards,

Adam

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.

Dear Adam and Casino Guru Team, 

Thank you for giving us the opportunity to respond to this case and for your patience while we were looking back into it.

After carefully reviewing the details, including all relevant system logs and correspondence, we can confirm that the event in question occurred on October 31st, 2024, and was directly linked to a technical malfunction in one of our game providers’ integrations (Playson).

According to the official incident report issued by Playson (which we are attaching for your consideration below), a deployment on their side resulted in an error in insufficient funds handling, which temporarily allowed bets to be placed despite a zero or negative balance and generated incorrect win calculations. The issue affected a small number of game sessions during a short time window (10:00–14:00 EET) and was promptly escalated, confirmed, and resolved.

As a result of this verified malfunction, the win of 26,005.40 PLN was incorrectly calculated and therefore had to be voided in accordance with fairness and integrity standards applied across all licensed operators. The original account balance prior to the error (2.33 PLN) was restored.

We fully acknowledge that this situation and especially the communication surrounding it, may have caused confusion and frustration. We sincerely apologize if our explanations at the time were not clear enough or did not provide sufficient technical context. Please note, however, that detailed information was shared with the player, including three written explanations that were sent respectively on Nov 4, 2024; Dec 5, 2024 and Dec 9, 2024. And the official incident report from Playson, which outlined the nature and cause of the malfunction in transparent terms, was sent to the player on Dec 10, 2024.

We truly regret the inconvenience this rare issue has caused and appreciate the opportunity to clarify the matter publicly. We have since implemented additional validation and monitoring processes to ensure that similar incidents cannot occur in the future.

We remain open to cooperation with Casino Guru and are willing to submit the full documentation for independent review if required.

Thank you for your understanding and support.

Kind regards,

Casino Representative

Hello Bison Casino,

Many thanks for the information. Could I ask you to please send me the documentation as mentioned ([email protected])?

Kind regards,

Adam

Hello Adam, just to let you know that requested documents have been sent to you today.

Kind regards,

Casino Representative

Hello Bison Casino,

Many thanks for the documents provided, but I believe it would also be useful to review the relevant betting history for the affected session(s), could that also be provided?

Kind regards,

Adam

Hello Adam,

I would like to confirm that a detailed email has just been sent to you, including the available gameplay screenshots from our internal system. As explained extensively in the email, these logs do not show the malfunction itself, but we shared them to ensure full transparency while we wait for Playson’s official technical report.

Playson has already confirmed the malfunction last year, and a request for a more comprehensive report has now been re-submitted by our support team. We will forward it to you immediately once received.

Our intention is to present the most accurate and complete information possible before any final assessment is made and we are willing to submit any additional documentation while waiting for Payson's report if required.

Kind regards,

Casino Representative

Hello Bison Casino,

Many thanks for the additional information. I will extend the timer while it is being reviewed.

Kind regards,

Adam

Hello all,

As we are awaiting further confirmation from the game provider, we will extend the timer.

Kind regards,

Adam

Hello Adam,

Just to let you know that a copy of our email to Playson along with their reply was sent to you today.

As I mentioned in the email, their response to providing us with a detailed report for this round was negative, as they informed us they do not have access to older logs.

Please let us know if you require any other supporting documentation.

Kind regards,

Casino Representative

Hello Bison Casino,

Many thanks for your response. The information is being reviewed and I will post further update shortly.

Kind regards,

Adam

Hello all,

The case has been reviewed again, and according to the evidence provided by the casino, it does seem that the casino has acted in accordance with its terms and conditions regarding the technical error.

In light of the information received by the casino, the complaint will now be reclassified.

Kind regards,

Adam