Touch Casino - Pelaajan voitot takavarikoitu väitetyn bonuksen väärinkäytön vuoksi.

Hi, my withdrawal of €599 was confiscated by Touch casino, they have accused me of bonus abuse and breaching the terms. I didnt do that, all i did was deposit and play the bonus normally which were in terms.

They have confiscated my winnings and refunded my deposit of €80

Dear lucymore196,

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 bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Do I understand correctly that this was the only explanation from the casino you received? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

That is the offer I was emailed by them which I bought into on the 20th October and then on the 23rd October I got that email regarding the breach of terms

Here's some screenshots of my bet history and as you can see I never changed the way I was betting, I kept the same slot and same bet size

Thank you very much, lucymore196, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Thank you Kristina

Hello, lucymore196,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we will wait for the casino's response, can you please provide us with a screenshot of the bonus offer in question as you did above, but with visible receiver's/your email in the screenshot?

Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Touch Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What exactly did the casino mean by "technique to take advantage of the bonus"?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and exact rule(s) that were applied in this case + a link to them?

If it suits you better, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello

Tried to grab a screenshot but the box does cover a bit of the email but I can't seem to do it any other way. Hope this is sufficient

Yes, sure, it is enough like this. Thank you very much, lucymore196. So let's now wait for the casino's response and explanation.

No problem!

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.

Alright, lucymore196.

I received only an incomplete explanation from the casino, so I asked them for additional details/evidence some time ago. If I understand it correctly, for some reason, the casino is not willing to further cooperate in resolving the matter, and the casino representative even stopped responding. However, fortunately, we are talking about a casino with a good license, and I strongly recommend you file a complaint with the regulator directly. You can find more about the complaint process (Kahnawake Gaming Commission (KGC)) HERE. Also, we have an article dedicated to submitting complaints HERE.

Can you please submit a complaint to KGC and provide me with a confirmation of the submitted complaint?

It should be done by sending an email to a specific email address, so it would be highly appreciated if you could forward me your email with the complaint to my email address (branislav.b@casino.guru) or post a screenshot of the email (with all the necessary details) directly here, with your next response.

Looking forward to hearing from you.

That's the email to KGC sent, and I have included your email in the CC

Dear lucymore196,

Thank you for your email/confirmation.

Based on the above-stated and that the complaint was submitted to the regulator, within the standard process, we are (temporarily) closing this complaint as unresolved for now. Please, since the regulator will very likely not leave me in the CC of their emails, once you have any relevant news or updates from them, let us know about it. After the authority makes its final decision, we will be able to review and reconsider the complaint on our side.

You can do it by reopening this complaint or by sending the necessary information/documents to my email address (branislav.b@casino.guru). In case we are not provided with the final decision by any party involved in a reasonable time, the complaint will be reopened by casino.guru.

I sincerely believe your issue will be carefully reviewed and resolved.

Thank you very much for your understanding and patience.

Best regards,

Branislav, Casino.Guru

Dear lucymore196,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear lucymore196,

Thank you for your email and the update.

"Hi

This a follow up email on what for the EADR’s final decision, I have now waited months and nobody has got back to me with any information regarding my withdrawal or funds been confiscated, can you please chase this on your end as well please 

Kind Regards 

Lucy"

Fortunately, I do not have to chase anything on our end regarding this case anymore.

As you might know, another complaint was submitted to casino.guru at a very similar time as yours, from the same country, about the same issue that occurred at a similar time, which was already closed/rejected a few months ago, mainly based on the final decision made by the regulator, because the casino although explained the situation to me, they were not able to provide me with sufficient evidence supporting their claims and decision.

Both cases and all available information and details were thoroughly reviewed again, and new facts that appeared in the meantime led to our final decision.

We are closing this complaint as unjustified - there are reasonable grounds to believe we are talking about multiple accounts/collusion and bonus abuse. Therefore, we decided to side with the casino, which acted correctly and in accordance with the terms and conditions you accepted upon registration. Since your deposit should have been returned to your casino account, and you were allowed to withdraw it, we consider the matter closed on our side.

Thank you for understanding.

Best regards,

Branislav, Casino.Guru