BetKudos Casino - Player's bonus conversion is delayed.

I used the deposit bonus at this casino.

This casino's bonus is the type that converts to cash once you wager a certain amount in real money.

However, I noticed that no matter how much I wagered, the wagering requirements weren't progressing at all, so I contacted support.

Then support claimed I was abusing the bonus, and it was discovered they had been adjusting things without permission to prevent the wagering requirements from progressing.

The determination of whether it was bonus abuse was arbitrary, and it's unfair to make unilateral adjustments without any notification to the user.

Since the bonus should have been converted to cash, I want either compensation for the bonus amount or a refund of the deposit I was tricked into using.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BetKudos Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• What specific bonus were you using? Can you please share the link to it or a screenshot with the description?
• How much did you wager while trying to meet the wagering requirements?
• What games were you playing to wager the bonus?
• Do I understand correctly that the bonus was forfeited or do you still have it?
• Do you have access to your betting history? If yes, please send it to my email natalia.b@casino.guru.  

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

Best regards,

Natalia

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I used the second deposit bonus.

I bet about $26,000 on slot games.

It's effectively been confiscated.

This is not possible as only a portion of the betting history is accessible.

Dear player, could you please share the available part of the betting history and forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

No parts available

The first exchange I submitted is all there is.

Thank you for your reply. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello andandjonnyx,

It's Michal again. I have taken over this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite BetKudos Casino to join the conversation.

Dear BetKudos Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

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.

The casino claims that playing low volatility slot games for extended periods of time violates the bonus terms and conditions.

The casino has also blocked me from playing the game, so I can no longer use the bonus.

Dear andandjonnyx,

I would like to provide you with a brief update. I have not yet received a response from the BetKudos team, but I will follow up with them again shortly.

Regarding the email you received from the casino — while their reasoning, "sustained pattern of low-volatility, high-RTP play designed to complete rollover with minimal risk," may be somewhat understandable, and rules that consider such gameplay as not allowed can indeed be found at many casinos, we at Casino Guru do not consider this justification to be entirely fair. The casino can relatively easily prevent this situation by allowing only specific slot games to be played during the active bonus period.

Once I receive a response from the BetKudos team, I will share our perspective with them and aim to facilitate a fair assessment of your case.

Dear andandjonnyx,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their 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.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

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

Best regards,

Michal

Casino Guru

We have reopened this complaint following contact from the BetKudos Casino team and the emergence of new information regarding this matter. We would like to give this case another opportunity to be reviewed and to assist both parties in reaching a resolution, if possible.

Dear andandjonnyx,

I have received information from the casino team that you have temporarily encountered/taken advantage of a system misconfiguration in the free spins promotion, where the bet/per spin value was incorrectly displayed and credited/calculated at a much higher amount than it should have been. Consequently, the winnings you are claiming stem from this error. Can you please comment on this? Did you not notice the rather significant difference in the bet/per spin amount compared to the other instance with the free spin bonus play?

I don't use free spin bonuses in the first place.

The bonus I used was one where "a certain amount of cash is awarded when you wager a set amount with real money."

While there were no issues with the bet amount itself, the complaint centers on the casino suddenly setting the wagering requirements to not progress wi

Dear andandjonnyx,

Can you please confirm that you claimed these welcome package bonuses?

If not, which bonuses have you claimed? How much were you able to win from the first bonus (including free spins)? Were free spins included in the second bonus you claimed and played with?

Furthermore, how did you arrive at the disputed amount of $650, considering that it appears to be a bonus amount, and it seems that the wagering requirements for this bonus have not yet been met?

I received the welcome package, but I haven't used the free spins.

The bonus wagering requirements had originally been met, making it possible to receive the cash. However, it was discovered that the casino had changed the bonus wagering requirements without notifying the user, preventing progress.

Furthermore, the casino subsequently banned my gameplay, making it physically impossible to meet the requirements.

If the casino's argument were acceptable, it would mean casinos could ban gameplay once wagering requirements reach 99%, thereby avoiding bonus payouts.

Considering that this casino's bonus system requires wagering with real money to unlock it, I have lost both my real money and the bonus money I should have received due to the casino's misconduct.

Dear andandjonnyx,

Please confirm how much you were able to win from the first bonus (including free spins)? Were free spins included in the second bonus you claimed and played with?

I haven't used the free spins. They're unused.

I deposited $500, and a $650 bonus was placed on hold.

I played slot games to cash out that $650, but the casino had set the wagering requirements to stop progressing midway without notifying the user. Furthermore, they subsequently banned my gameplay, effectively confiscating the bonus. This is the complaint at hand.

The free spins were irrelevant from the start.

Dear andandjonnyx,

I would like to kindly remind you that my questions remain unanswered, and I would appreciate your clear response. I understand your concerns regarding the change in contribution to the wagering while you had an active bonus. However, as you may be aware, the rules associated with the bonus are applicable throughout the entire duration of the bonus's activity, including the free spins, regardless of whether they have been currently utilised or not.

As I mentioned above, I have received information from the casino team that you have temporarily encountered/taken advantage of a system misconfiguration in the free spins promotion, where the bet/per spin value was incorrectly displayed and credited/calculated at a much higher amount than it should have been. Therefore, I would like to ask you once more to confirm the amount you were able to win from the first bonus, including any free spins. Furthermore, could you please clarify if free spins were part of the second bonus you claimed?

Or do you claim that you have not used the free spins in any of the bonuses you claimed?

Yes. I should not have used any free spins.

This applies to both the first and second instances.

Fundamentally, winnings from free spins are treated as bonuses, so even if the amount is higher, it should not benefit me.

As evidence, I submit my bonus history.

Initially, I deposited $100 to verify whether this casino could process deposits and withdrawals normally, and received a $100 bonus.

Subsequent deposits were made to claim the 130% bonus, resulting in bonuses of $650, $130, $260, and $260. However, the casino halted the wagering requirements, rendering all of them impossible to fulfill.

Since I did not use the free spins, they should have expired and ended.

If I had used the free spins, the winnings from them should exist in the bonus history.

Dear andandjonnyx,

You have not yet provided a clear response to my previous inquiry. I kindly ask you once again to confirm the total amount you won from the first bonus, including any winnings derived from free spins. Have you withdrawn these winnings?

I have once again contacted the casino team to address the additional inquiries that have been raised. I have already extended an invitation to the BetKudos team to participate in this discussion, as I think it would be beneficial for them to clarify the situation directly; however, they have not yet replied to this.

650+130+260+260

no free spin

I never used the free spins to begin with, so it's $0.

Please look at the images I submitted earlier; they should all be crossed out due to expiration.

The casino set the wagering requirements so high that I couldn't meet them, and as a result, I was unable to receive the funds.

Dear andandjonnyx,

If I understand this correctly, did you win and withdraw a total of 1300 (650+130+260+260 = 1300) from four different bonuses, or was this amount derived solely from the first bonus?

If it was indeed from the first bonus, could you please clarify why there are four separate amounts?

I've told you repeatedly that I can't withdraw it.

The casino set the wagering requirement contribution rate to 0% and further prohibited gameplay, so everything was confiscated.

Did you know that bonuses generally have an expiration date?

For the welcome package, a bonus is added with each deposit.

Dear andandjonnyx,

It would greatly help me understand the situation better if you would clearly answer my questions. So are you saying that you have NOT yet withdrawn any winnings from BetKudos casino?

As the issue with "the change in contribution to the wagering" arose with your second bonus, how was your gameplay with the first bonus? Did you play the same way as with the second bonus? Have you won anything with the first bonus?

The first time was for the purpose of investigating the casino, so I deposited a small amount and withdrew it.

The first time, there were no problems.

For the second time and beyond, I have not been able to withdraw the prize money.

Dear andandjonnyx,

You have once again NOT responded clearly to all my questions. I kindly request that you clearly answer them.

Did you play in the same way with the second bonus as you did with the first bonus? Have you won anything with the first bonus? If so, were you able to withdraw these winnings?

The first time was for the purpose of investigating the casino, so I deposited a small amount and 『withdrew』 it.

Please read the text carefully.

The first deposit is recorded as having been withdrawn.

I can't withdraw funds unless I have winnings, right?

I'm playing the same way.

Alright, andandjonnyx, I think that's all I need from your side at the moment. The information and, more importantly, the evidence I’ve received so far do not align with some of your statements. I will now wait for the casino’s response to provide the additional information and supporting evidence required for a clearer and more accurate evaluation of the situation.

Dear andandjonnyx,

Unfortunately, the casino team has ceased to respond to my emails. As I have mentioned before, I have received proof that you have taken advantage of a system misconfiguration in the free spins promotion, where the bet per spin value was inaccurately displayed and credited/calculated at a significantly higher amount than it should have been. The casino team has also noted that you are familiar to them and that you have already been blacklisted in several casinos for allegedly exploiting system or game vulnerabilities. While we are aware from experience that you frequently find yourself in questionable situations, we, as an independent entity dedicated to fairness and transparency, hold the belief that any claim of a rule violation must be substantiated by reasonable and verifiable evidence. Unfortunately, this was not the situation in this instance, and such evidence has not been provided in this case. Given the lack of sufficient proof and the fact that the casino team has stopped responding, we have no choice but to close this case again as unresolved.

If the casino decides to react and cooperate appropriately, we will reopen the complaint, and you will be notified by email.

I am sorry I could not be of any further help.