K8 Casino - Player’s winnings have been confiscated.

I registered with k8 Casino and won using the first deposit bonus. After clearing the wagering requirements, I requested a withdrawal, but had to wait a while.

When I contacted support, they told me that my withdrawal had been refused and my remaining balance had been confiscated because they had confirmed a violation of the terms of use, but I had no idea what had happened and they didn't give me any further explanation.

I told them I was not satisfied and would like to file an appeal, but they said they do not accept appeals.

As circumstantial evidence, we can submit that the casino's inspection department checked to see if there were any duplicate IP addresses when receiving the bonus, but this was not the case and the bonus was received directly from support.

Since the bonus was distributed at this stage, if there is suspicion of multiple accounts due to overlapping IP addresses, it is clearly a fabrication.

Next, there are no group activities.

If so, I'd like you to provide evidence of that.

There is no possibility of bonus abuse. We are playing within the rules.

This is a malicious confiscation to refuse large withdrawals.

Please take strict action.

I've attached a screenshot of my interaction with support.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with K8 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?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I played at the casino for two or three days.

After completing the wagering requirements for the bonus, I played a bit and then requested a withdrawal.

My account is not blocked, but the balance was confiscated on 12/23.

Withdrawal requests are due on 12/20.

I only played slots.

Of course, it's not a banned game.

Hello tokidoki369,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear tokidoki369,

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, Peter (peter.c@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

Hello there,

Thank you tokidoki369 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask K8 Casino for their help in resolving this complaint. We would like to know why the player's winnings we confiscated and what we can do to help resolve this issue.

Thank you!

Have you been in contact with the casino?

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 tokidoki369,

I have tried to contact the K8 Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter