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.

Hello Samuel, thanks for the follow-up.

Happy to close the remaining points. I've answered each of your questions below + supporting screenshots are attached.

Q1: "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."

Yes. hayashin27 (UID 137939) is kopen06's direct Level-1 referrer, and both accounts claimed the same First Deposit Bonus of 2,000 USDT (attachments 1 and 4). The 2 accounts ran an identical cycle:

• 4 Aug, 12:55, hayashin27 (referrer): deposits 1,000 USDT - Attachment 3
• 4 Aug, 13:02, hayashin27: claims the First Deposit Bonus of 2,000 USDT (7 min after depositing) Attachment 1
• 5 Aug, hayashin27: clears the wagering with tens of thousands of near-identical ~10 USDT bets on Wheel (2UP Originals) at low multipliers - Attachment 2
• 5 Aug, 08:56, hayashin27: withdraws ~1,850 USDT - Attachment 3
• 7 Aug, 16:27, kopen06 (referred by hayashin27): deposits 1,000 USDT - Attachment 6
• 7 Aug, 16:37, kopen06: claims the same First Deposit Bonus of 2,000 USDT (10 min after depositing) - Attachment 4
• 7 Aug, kopen06: clears the wagering with tens of thousands of near-identical ~9.3 USDT bets on Plinko (2UP Originals) at low multipliers - Attachment 5
• 7 Aug, 22:02, kopen06: requests a ~2,797 USDT withdrawal, held for review - Attachment 6

In short: the referrer (hayashin27) ran this exact cycle first and cashed out; the account he referred (kopen06) repeated the identical template 3 days later.

Q2:"clarify whether the specific situation described in your Terms as bonus abuse actually occurred… 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."

An important initial note: the First Deposit Bonus is an offer we run to attract genuine new players, we've given it to thousands of players, and the overwhelming majority claim it and play normally and fairly, some of them winning substantial amounts. We have no issue with that; genuine winners are always welcome. This case is different in profile.

The applicable limb of 8.6 is the 1st one:"creates multiple accounts for the purpose of claiming the same bonus multiple times."

What the records show is not an ordinary "player refers a friend" situation. hayashin27 ran the entire cycle himself in three days: deposit, claim the 2,000 USDT first-deposit bonus, grind it down with low-multiplier Originals, and withdraw - Attachments 1-3

He then referred kopen06, who executed the same playbook: same bonus, same deposit→claim→low-multiplier-grind→fast-withdrawal sequence, on the same timescale - Attachments 4-6

Images 2 & 5 show: over 40,000 rows of betting records in less than 1 day for Kopen and in 3-4 days for Hayashin.

This isn't the case where we see 2 independent players who each happened to develop their own habits, but reads much as one player completing the extraction and then walking a 2nd account through the identical process. That coordination is the point, the same bonus being claimed and extracted a 2nd time through a connected, directed account, with the same process and same duration.

This is also where the referral matters. A normal referral is a player inviting a friend who then plays in their own way; here the referred account reproduced the referrer's exact extraction pattern step for step, which is not a common/organic profile.

Q3: "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?"

Yes:

1. a direct account link: hayashin27 is kopen06's Level-1 referrer (attachments 4–6);
2. the same currency (USDT), the same region and account language (JP), and the same product;
3. an identical account lifecycle and timing: deposit → both claimed the same 2,000 USDT first-deposit bonus within ~7–10 minutes → both grind low-multiplier Originals → both attempt to withdraw (attachments 1-3-4-6)
4. the same betting method: thousands of tiny, fixed-stake, low-multiplier bets on our Originals to grind the wagering (Wheel for hayashin27, Plinko for kopen06's) (attachments 2-5)
5. sequential execution: the referrer (hayashin27) completed the cycle and was paid first, then the referred account (kopen06) repeated it.

Again, it's important for us to state: genuine winners are welcome (and we like having/sharing big wins, parlays, etc). The specific case here is about 2 connected accounts coordinating to claim and extract the same first-deposit bonus through non-recreational, low-variance play.

Consider the attachments:

• #1 - Hayashin Bonus
• #2 - Hayashin Bets
• #3 - Hayashin Deposits & WDs
• #4 - Kopen Bonus (previously sent)
• #5 - Kopen Bets
• #6 - Kopen Deposits & WDs

Happy to provide anything further that's needed.

Thanks!

2UP

Hello everyone,

thank you, 2UP Casino, for your excellent cooperation throughout the investigation. I appreciate the detailed explanations, the additional evidence you provided, and your willingness to address the questions raised and clarify the circumstances of the case.

This kind of cooperation and transparent communication is very helpful when assessing complaints, and I appreciate the effort you have put into providing the necessary information.

Dear kopen06,

I have now reviewed all the information provided by both sides, including the casino's explanations and supporting evidence.

After considering the full context of the case, I find the casino's explanation and the evidence provided sufficient to support its decision regarding the bonus abuse and confiscation of the related winnings.

As the relevant circumstances and evidence have already been discussed in detail in the complaint thread, I will not repeat everything here. Based on my assessment, I consider the casino's decision justified under its Terms and Conditions.

For this reason, I will now close the complaint as Rejected.

Thank you both for your cooperation throughout the investigation.

Best regards,

Samuel

Casino Guru