The player from Japan had won using a deposit bonus after completing identity verification, but his winnings were confiscated due to claims that the game he played, 1000x Busta, violated the terms of service. Despite being told that fast games were not allowed, the player had found that 1000x Busta was not listed in that category and believed the confiscation was unfair. We reviewed the evidence provided by the casino, which showed that 1000x Busta had been consistently categorized as a Fast Game, a category excluded from bonus play according to the casino's terms. As the player did not provide evidence to the contrary and had played a game outside the permitted categories, the casino's decision to confiscate the winnings and return the deposit was upheld. The complaint was therefore closed with no further action.
BK8 Casino - Player’s winnings have been confiscated.
Unjustified complaint
Amount: 5,410 USD₮
BK8 Casino
Safety Index 8.8 HighCase summary
I registered with this casino yesterday and played using the deposit bonus.
I won using the second deposit bonus, so I cleared the wagering requirements and requested a withdrawal.
Identity verification was completed.
However, my winnings were confiscated because the game I played, 1000x Busta, was in violation of the terms of service.
When I inquired via live chat, I was told that slots and casino games were available, but fast games were in violation of the terms of service.
However, when I checked, 1000x Busta was not listed in the fast games section, so I think my winnings were confiscated unfairly.
Please investigate.
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Hello,
Thank you for submitting your complaint. I’m sorry to hear about your experience at BK8 Casino. We believe that restricted games for bonus play should be blocked and that this rule should be implemented at the software level—meaning the casino's software or website should prevent players from placing bets on games that are not permitted during bonus wagering. That would be the ideal solution. Alternatively, at the very least, players should be notified when they access a restricted game that it cannot be played while their bonus is active.
- Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
- Do you have access to your gameplay history in your account? If yes, could you please share it with us?
- If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Attila
No, I don't see a warning message when I launch 1000x Busta.
However, I do see a warning message when I launch other fast games and original games. This means that 1000x Busta was not a banned game at the time I used it.
I've made two deposits, and activated the bonus on both deposits.
Regarding the history, the casino says that 1000x Busta is currently temporarily unavailable on the platform and is not listed on the site.
They may be taking this opportunity to add it to the list of banned games.
I'll send you screenshots of my conversation with the casino. Please check.
Dear Player,
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, Michal (michal.k@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,
Attila
Hello kannob5,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and see if I can help somehow.
We would like to invite BK8 Casino to join the conversation.
Dear BK8 Casino,
I kindly request your clarification regarding a recent situation involving a player’s winnings.
According to the player, the game "1000x Busta" was not listed among the restricted games for bonus play, and there was no visible warning indicating that the game should not be played while wagering a bonus.
As my colleague Attila mentioned earlier, at Casino Guru, we believe it would be very helpful—and in the interest of transparency and fairness—if games that are excluded from bonus wagering could be blocked at the software level. This would ensure that players are not inadvertently able to place bets on non-permitted games during a bonus period.
We also believe that when the player was able to access the game freely, without bypassing any restrictions, and played under what appeared to be normal conditions, we kindly ask for your insight into why the winnings were withheld.
I look forward to your response.
Should there be any factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly 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.
Dear kannob5,
I would like to give you a brief update. Although it took a little longer than anticipated, I have finally received a reply from the casino team.
I am eager to obtain further information and evidence concerning this issue soon, and after reviewing it, I will strive to offer you a more comprehensive response.
Thank you for your understanding and patience as we work through this situation.
Dear kannob5,
I have now received the information and evidence supporting the casino team's actions.
Alongside other information, I have received this information:
Dear Michal,
the game (1000x Busta) that played by member was categorized under Fast Game category, and this been shown in our website as well.
You can find the game on website, in Fast Game category: https://bk8.io/en/casino/fast-games
Based on the T&C displayed, this bonus is only allowed to be used in the Slots or Live Casino categories. Therefore, member has violated the T&C, and we have already returned the deposit amount...
and
...the game been there since we launched this provider. Screenshot provided by the player is only first page of the Fast Game category. We have thousand over games there.
Although the information you received from the live chat agent at that time may not have been the best, as part of our independent review, I was provided with evidence showing that the 1000x Busta game was consistently listed in the Fast Games section.
As mentioned earlier, at Casino Guru, we believe and advocate that it would greatly improve transparency and fairness if games excluded from bonus wagering were technically restricted within the software. This would prevent players from accidentally placing bets on ineligible games while using a bonus.
That said, we also recognize that casinos operate on different software platforms with different capabilities, and there is currently no universal standard requiring such restrictions. It is therefore essential for every player to review the bonus terms carefully before claiming any offer and to follow them to avoid unpleasant situations.
In this case, the bonus terms clearly specified that it was valid only for Slots or Live Casino games, not Fast Games.
By accepting the bonus, you agreed to these terms, and like any player, you are responsible for adhering to them. Since you played a game outside of those permitted categories, the casino’s decision to enforce their terms is justified. Unfortunately, there is no further action we can take in this particular matter.
Please let me know if this has clarified the matter or if you need assistance with anything else.
When I played, 1000x Busta was not listed as a fast game.
When I tried to take a screenshot as proof, the casino abruptly performed maintenance on 1000x Busta, attempting to destroy the evidence.
After the maintenance was complete, 1000x Busta was classified as a fast game.
Please confirm this fact with the casino.
Dear kannob5,
As mentioned earlier, I have received evidence confirming that the 1000x Busta game was indeed constantly listed under the Fast Games category. On the other hand, you have not provided any evidence to support your claim otherwise. Please understand that without supporting evidence from your side, we are unable to challenge the casino’s position.
Based on the information and evidence available, it appears that you intentionally played a game with an active bonus that did not fall within the permitted categories. In this case, the bonus terms clearly stated that it was valid only for Slots or Live Casino games, and not for Fast Games.
By accepting the bonus, you agreed to these terms, and like any player, you are responsible for adhering to them.
As previously stated, at Casino Guru, we strongly advocate for improved transparency and fairness, particularly by encouraging casinos to technically restrict games that are excluded from bonus wagering. This would help prevent players from unintentionally placing bets on ineligible games while using a bonus.
That said, we also recognize that casinos operate on various software platforms with differing capabilities, and there is currently no universal requirement enforcing such restrictions. Therefore, it is essential for players to carefully review bonus terms before claiming any offer and to adhere to them in order to avoid complications, as in the end of the day, you agree to the bonus rules.
Since you played a game outside of those permitted categories, the casino’s decision to enforce its terms is justified. Unfortunately, there is no further action we can take in this particular matter.
Given that any additional discussion is unlikely to produce a different result, I will now move forward with concluding this case, as no misconduct has been found in this instance, and the casino has operated within their established guidelines.
For the future, I can only suggest taking some time to understand the bonus rules and, naturally, following them to prevent a similar situation.
Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.
Best regards,
Michal
Casino Guru
