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 (adam.m@casino.guru) 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 (info@curacaolicensing.com) and submit a complaint to them. The authority has more options and tools to help players. Please let me know how they respond (adam.m@casino.guru).

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

Best regards,

Adam