The player from Finland reports that the casino confiscated €530 in bonus winnings, citing "reasonable suspicion of bonus abuse" without providing specific details. Despite multiple requests for individualized explanations about the alleged violations, he receives only general references to the terms of service.
ChalkWins Casino - Player’s winnings have been confiscated.
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ChalkWins Casino
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5 days ago
Translation
The casino confiscated around €530 in bonus winnings from me, even though I had met the wagering requirements for the bonus. The operator has justified the decision with the general reference of "reasonable suspicion of bonus abuse".
The problem is that I have not been given any individualized or condition-based explanation, even though I have requested it several times via email and live chat.
The operator has not told:
What specific terms of service do they think I have violated?
What specific bets or actions are considered bonus abuse?
What period or events are the suspicion based on?
In live chat, I was told that I had "already received a response," but the email I received only contained a general reference to the terms of service, without any detailed or case-specific information.
I understand that bonus funds are subject to terms and conditions, but I find it a serious problem that the player is not given the opportunity to understand or respond to the allegations when funds are confiscated.
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2 days ago
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2 days ago
Dear Kake95,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Could you please clarify what type of a bonus have you played with?
- Have you ever deposited real money funds into your gaming account?
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,
Attila
