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.

Thank you for your message, and I apologize for the delay in responding.

I registered at 2UP Casino on August 7, 2026. On the same day, I made a deposit, played at the casino, and subsequently submitted a withdrawal request.

On August 9, 2026, I noticed that I was no longer able to log in to my account. I therefore contacted the casino's live support to find out what had happened.

During the chat, I was informed for the first time that my account had been locked and that my entire balance had been confiscated due to alleged "bonus abuse."

Regarding your other questions:

I mainly played the casino's original games.

I used the first deposit bonus.

When I asked the casino to explain exactly what I had done that constituted bonus abuse, they refused to provide any specific details. They simply stated that the relevant team had reviewed my account and that the decision was final.

I also requested to communicate with the relevant department or a responsible manager so that I could obtain a proper explanation. However, this request was effectively refused, and I was again told that the management team's decision was final.

I will also send the full chat transcript of my communication with 2UP Casino to your email address, as requested, so that you can review the casino's responses directly.

What concerns me most is that my entire balance was confiscated based on an accusation of "bonus abuse," yet the casino has refused to identify what specific action, bet, or behavior supposedly violated its rules.

Without such an explanation, I have no meaningful way to understand the accusation or defend myself against it.

I therefore respectfully ask Casino Guru to investigate this case and request that 2UP Casino clearly identify the specific rule I allegedly violated and provide relevant evidence showing how my gameplay constituted bonus abuse.

Thank you very much for your assistance.

Dear kopen06,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear kopen06,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from 2UP Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear 2UP Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Casino Guru team,

Thank you for facilitating this review. We'd like to provide the full detail behind the decision on the account of kopen06 (UID 138947).

The account was classified under our Terms & Conditions (accepted by every player at registration), specifically:

8.5. The Company reserves the right to refuse a withdrawal claim in case of fraud, in which case an Account will be suspended and the payment not processed.

8.6. The Company will review all player Accounts and classify them at its discretion. Once a player is classified as a "bonus hunter" or "bonus abuser" all winnings and bonuses will be void and the Account will be suspended and the payment not processed. For clarification, "bonus hunter" or "bonus abuser" refers to someone who creates multiple accounts for the purpose of claiming the same bonus multiple times or offsetting wins to be able to claim lossback bonus.

Our records show that kopen06 and his referrer hayashin27 claimed the same first-deposit bonus (~2,000 USDT) and then cleared the wagering with tens of thousands of near-identical, low-multiplier fixed-stake bets on 2UP Original games, a minimal-risk turnover pattern rather than genuine recreational play. We may conclude as grouping bonus abuse in this case.

On this basis the account was classified under Section 8.6 and the bonus and related winnings were voided.

Hello everyone,

Dear 2UP Casino,

thank you for the information and evidence provided so far. I have reviewed the screenshots and the betting activity.

I would just like to clarify a couple of remaining points before I reach my conclusion.

First, could you please provide evidence confirming that the referrer, hayashin27, also claimed the same first-deposit bonus? A screenshot of the relevant bonus history would be sufficient.

Second, I would like you to clarify whether the specific situation described in your Terms as bonus abuse actually occurred in this case:

"bonus hunter" or "bonus abuser" refers to someone who creates multiple accounts for the purpose of claiming the same bonus multiple times or offsetting wins to be able to claim lossback bonus.

In particular, please explain whether kopen06 and hayashin27 actually used their accounts to offset wins or otherwise coordinate their activity in order to obtain a lossback bonus, and if so, how this occurred in this case.

Finally, apart from the similar betting pattern, are there any other relevant similarities or connections between the two accounts that support your conclusion that the activity was coordinated bonus abuse?

Once I have this clarification and the evidence regarding the referrer's bonus, I should have everything necessary to complete my assessment.

Thank you for your cooperation.