2UP Casino - Player's account has been closed and balance confiscated.

After my account was blocked, I contacted the casino's live support to ask for the reason behind the confiscation of my balance.

The only explanation I received was that my account had been locked and my balance confiscated due to "bonus abuse." When I asked what specific actions were considered bonus abuse, the support agent refused to provide any details and simply stated that the management team had already reviewed the case and that the decision was final.

I also requested to speak with the relevant department or a manager, but this request was rejected as well, again with the explanation that the decision was final.

I believe it is fundamentally unfair for a casino to confiscate a player's entire balance while refusing to explain what rule was allegedly violated or what specific behavior constituted "bonus abuse." Simply repeating that the decision is final does not give me any meaningful opportunity to understand or respond to the accusation.

I respectfully ask the casino to provide clear and verifiable evidence supporting its allegation of bonus abuse. If they are unable or unwilling to do so, I believe the confiscation of my balance cannot be considered justified.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 2UP Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear kopen06,

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.