Kudos Casino - Pelaajan voitot takavarikoidaan tilirajoitusten vuoksi.

Hi,

I've had an issue with Kudos Casino where I want to ask about the problem rather than purely complain at this stage.

What happened is that I made a deposit of $200 and received free spins, it was more than 100 free spins. I won about $40 from those and continued playing with my balance. The actual rules of the free spins said "There are no wagering requirements, game restrictions, or maximum cashouts, but do keep your bets at $10 or less". Based on this I thought the only rule was to bet $10 or less. There were also no wagering requirements so I thought all the winnings would be just credited as cash with no other rules.

After playing I won $611.72 USD in total. During my play I also played Live Games. This required transferring the balance to the Live Casino and then back and I did transfer the whole balance, which technically included the free spin winnings.

I then requested a cash out of the full amount and I received an email that Live Casino games were allowed only if playing with "clean deposits". Here I think "clean" means deposits without any free spins or bonuses and my amount was reduced to a few cents short of $200, which is what I deposited. So I read all the terms and there really is a sentence in their terms that states something like "Live Casino Games are only allowed with clean deposits". So technically I did break this rule. But this rule was not next to the free spins offer, it was among the main terms and rules of the whole website.

Because there are 2 rules that seem to contradict each other (one says no game restrictions, another says no Live Casino) I asked on a player forum what others think, including here at casino guru. And I received mixed replies, one said that I should always read all the terms before taking an offer and it suggested it was effectively my fault, and another said that if it says "no game restrictions" that the casino can't later say I played a "restricted game".

Here at casino Guru one of your friendly moderators, Jaro, suggested posting a complaint so I am posting here to ask you as "the official experts" what you think about this issue. I can send you link or paste all the rules if it helps.

I'm fine if you say it was my fault and that I should read all the terms every time. Just note that these terms are sometimes many pages long and if I read and understood all of them before playing I would not have enough time to actually play. In that case, it would be much simpler if every such offer had the most important terms next to it, something like "No bet over $10, no Live Casino, otherwise you can play any game". This can be read very fast and I believe it covers all the important mistakes that can be made. Or I have seen even better. I once took a bonus at another casino and then wanted to play a game and each time I opened it I received a message saying "This game is not allowed with a bonus" and the game closed. While I was frustrated then as it took at least 10 different slot games before I found one which was allowed, it was the best way to ensure that nobody makes a mistake if a bonus is only for some games. So if you think I am not entitled to my win based on all the rules it may be helpful for other players to suggest the casino to clarify its terms or create something that would block transfers to Live Casino whenever it is not allowed.

But if you think the rules as they are written next to the bonus I took suggest I didn't do anything wrong since they say "No game restrictions" then I'd be grateful if you could contact the casino and tell them your view of the situation.

Thank you very much for your help.

Miroslav

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Were your free spin winnings displayed as real money or as bonus funds in your account?
• Can you confirm whether you used only the winnings from free spins when playing Live Casino games, or did you also use your real-money deposit?
• Did you have any unused free spins left in your account when you transferred your balance to Live Casino games?
• Did you receive any warning or pop-up notification indicating that Live Casino games were not allowed while playing with this bonus?
• Could you please forward me the entire promotional email with the free spins? My email address is veronika.f@casino.guru. Please also include any communication with customer support where they explain the reason for reducing your balance after your withdrawal request.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Thank you very much for your response and for looking at my case.

Please see my answers below:

Free spin winnings display:

My free spin winnings were displayed together with my main balance. I did not see any separate bonus balance at any point, and it appeared as if the winnings were credited directly as real money.

Use of funds in Live Casino:

I transferred my full balance to the Live Casino. Since there was only one combined balance, there was no distinction between deposited funds and free spin winnings. After playing, I transferred the balance back, continued playing briefly, and then requested a withdrawal of the full amount.

Unused free spins:

No, I had already used all free spins before playing any other games or transferring the balance.

Warnings or notifications:

No, I did not receive any warning or pop-up indicating that Live Casino games were restricted. This is the main isue for me because if such a warning had appeared, I would not have played those games. Additionally, the promotional terms suggested "no game restrictions," which contributed to my understanding.

About your request for the email and promo information, I will forward you the full promotional email along with any relevant communication with customer support to your email address.

Thank you again for your assistance, I appreciate your help in clarifying and resolving this situation.

Best regards,

Miroslav

Dear mprovod

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.v@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,

Veronika

Hello mprovod,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Kudos Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hi Michal,

Thank you for your message.

While the bonus stated "no game restriction," this applies to the types of games available within the main casino. The Live Dealer Casino operates in a separate environment, and accessing it requires transferring funds out of the bonus balance.

Additionally, our general terms and conditions take precedence over individual bonus terms. As outlined there: "Unless specifically stated otherwise, you can only play our Live Dealer Casino with a clean cash deposit."

I hope this helps clarify the situation.

Thank you,

Kudos Casino Team

Dear Kudos Casino,

Thank you for the reply. However, your statement that the general terms and conditions take precedence over individual bonus terms is contradicted by the terms themselves: "Unless specifically stated otherwise, you can only play our Live Dealer Casino with a clean cash deposit."

The specific bonus notes that there are "no wagering requirements, game restrictions or maximum cashouts." It is important to recognize that the specific terms associated with a bonus typically take precedence over general guidelines, as this is the industry standard. This is further emphasized in your own terms, which state, "Unless specifically stated otherwise." Enforcing general rules over the specific conditions of the bonus contradicts our Fair Gambling Codex. I kindly request that you reconsider your position, not only in this instance, but also in regard to the application of rules more broadly. Thank you for your understanding and attention to this matter.

Hi Michal,

As previously explained, the Live Dealer Casino operates within a separate environment from the main casino platform. In order to participate in Live Dealer games, players must manually transfer their balance to the Live Dealer wallet. Bonuses are applied exclusively within the casino environment and are not intended for use in Live Dealer Casino.

In this case, the player transferred funds to the Live Dealer environment and placed wagers there while having an active bonus. In accordance with our terms and conditions, Live Dealer gameplay is permitted only with clean deposit funds.

For this reason, we are standing by our decision.

Thank you,

Kudos Team

Dear Kudos Casino,

Thank you for the thorough explanation. However, I believe that if this explanation was included in the specific bonus rules, the players would have much better understanding of this rule. Instead, there is only a mention of "no wagering, game restrictions or max cashout" which, to me, feels very misleading for players. Would you be willing to reinstate the player's winnings in this case and also amending the specific bonus rules?

Hi Michal,

Unfortunately, no we will not change our decision. Live Dealer Casino do not apply for the bonuses we have listed on our page, and we covered Live Dealer with our Terms and Condition "Unless specifically stated otherwise, you can only play our Live Dealer Casino with a clean cash deposit."

Thank you for your understanding.

Kudos Casino Team

Dear mprovod,

Unfortunately, the casino is not willing to reconsider its stance. At Casino Guru, we firmly believe that specific bonus conditions should take priority over general ones, as this aligns with industry standards. I feel that this viewpoint is further reinforced by the phrase "unless specifically stated otherwise." However, since the casino is contesting this interpretation, I find myself uncertain about the additional meaning that "unless specifically stated otherwise" could convey, or where it should be applicable.

I'm afraid there is not much that can be achieved without cooperation from the casino's side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V