Qzino Casino - Player's account is flagged for bonus abuse.

The site lack of transparency in bonuses. When you do a viptransfer they give you a 50$ bonus non-withdrawal, in first day I lost that bonus and I don't tried withdraw it I thinked was fulfilled the terms.

Days later I claim a rakeback bonus (around 3$) cos i got an email about rakeback I go up to like 250$ then I deposit 25$ and go up to like 340$. The viphost say I can only withdraw my deposit and my account will be closed for bonus abuse.

In site you can't find any terms about the 50$ bonus or rakeback you get from it, the advice from viphost was I can't withdraw the 50$ but nothing was said about rakeback or any specific terms about that bonus.

What will happend if I have get a place in weekly race with the 50$ bonus and how it's fair you allow participate a person with non-withdrawal funds into in competition with users playing with their deposit money? Not so fair I guess.

I can understand their point to avoid bonus abuse but this specific case wasn't that, terms don't was shared with me it's their fault don't have transparency in that bonus.

Don't give bonuses that will be interfering into player rewards to later say the rewards was from bonus funds without

even say the terms.

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Hello D129,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

To better understand the situation, could you please clarify the following:

• Could you please send me a link or screenshot showing the terms applicable to the $50 bonus you received?
• Could you please clarify whether the approximately $3 rakeback had any wagering requirements attached to it and, if so, whether you completed them?
• Did the casino explain specifically why your use of the bonus and rakeback was considered bonus abuse?
• Have you successfully completed the full KYC verification at this casino?

Please also share any relevant communication with the casino or your VIP host regarding the $50 bonus, rakeback, and subsequent confiscation of your winnings.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello. The terms explained to me in the first day was

About the rakeback there wasn't nothing explained at all, later on when I tried withdraw they said I break terms but the terms explained to me was don't withdraw the 50$ bonus if there was any specific terms explaining all detailed I would have follow it.

Yes they explained it after and I don't agree with the response, I don't see fair have hidden terms in a bonus, to later say the user do bonus abuse.

I did kyc when register.

If they had a better communication with bonuses terms this problem not will happend. They only said about the 50$ and I lost it the first day testing games in site, other things don't was tell to me. Host even said wager from the bonus contribute into challenge, so I need guess if it contribute in rakeback, race, monthly, weekly. They can't tell it in advanced to avoid problems.

I can understand if they say I break terms or try by-pass the bonus or take advantage of it if I have do like dice to generate big wager or rewards but don't was the case, with the bonus just did few bets to test how slots work for me and I lost it. Days later got email about rakeback so I claimed and play with it.

hello

Dear D129,

Thank you very much for your clarification.

Could you please send me all the communication you have had with the casino and your VIP host regarding the bonus, rakeback, alleged bonus abuse, and the subsequent confiscation of your winnings?

Please send the complete communication to me at karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

sent

I lost the funds already they don't allow me to withdraw but they allow me to play with it. Site it's unfair with bonus terms.

Hello D129,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear D129

I'm very sorry, but because the funds were used to place bets and subsequently lost, we are unable to recover or refund the lost winnings. Responsibility for the account, active balance, and any bets placed rests with the player. I understand this is frustrating, especially given the failed withdrawal attempt, but we cannot ask the casino to refund these losses. We truly wish we could do more, but we are unable to assist further in this matter.

For these reasons, we will now reject the complaint.

Thank you for your understanding, and I wish you all the best.

Best regards,

Karla

Casino.Guru