The player from Ontario had deposited $556 through Bitcoin without a bonus but discovered his funds were categorized as bonus money, which depleted as he played. Upon notification, the casino had switched the account balance to real money. However, the player was dissatisfied with the delay, the resultant loss, and the absence of responses. He also expressed frustration over the casino's alleged technical error that kept his bonus active, which he claimed had affected his gameplay and winnings. The player had used the balance before the issue was resolved, leading to further dissatisfaction. Despite the casino's attempts to rectify the situation, the player remained unsatisfied, and the complaint was eventually closed due to the player's usage of the disputed balance.
Haz Casino - Player's deposit erroneously listed as bonus funds.
Amount: Can$556
Haz Casino
Safety Index:Below averageOther
REJECTED
Case summary
well lets get this real clear here....i made a deposit with my bitcoin of 556$ with no bonus....and 0$ in my account 0 cents in my account...i figured id play a bit then i was gonna withdraw the rest thru interact etransfer....well low and behold they had all my money in bonus funds the entire time i was playing it depleted nearly 300$ before i even noticed it...so after i noticed i messaged them and said what the heck playing with bonus money is unfair for a deposit of 556$ its nothing like using real funds..and the reason im getting scammed on every spin....they took over and hour or so to respond when they did it went too real money balance and they said oh sorry...well lets just say i no what they did...they no from the past id use that then withdrawl it thru interact and they simply no my gambling patterns and knew if i was locked id lose every dime quickly and this is exactly what they did and refuse to reply and do the right thing and honor me with respect...real money starting with bonus balance and is not fair for this amount of money in 1 deposit...its not fair for my original 50$ or less....556$ was all my winnings i just got from another casino and these guys are scamming me of my win and im telling you its illegal for a casino to do this too anyone they have no choice to give your money back if they got you playing your balance on bonus its not the same as real balance and they cant even say i spun i lost because its not the same as real money balance and i never deposited wanting any bonus cause i wanted to be able to cashout at anytime they basicly blocked me from cashing out knowing id be upset and just lose it quick...they dont even respond i no its not allowed for any casino to start a real money balance and just correct it as tho i lost the money so what you lost it on bonus play but its ok we corrected ur balance now at 262$ left of your 556 try to win they say and get ur money back
Hello Theking2323,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Haz Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When was the last time you spoke to the casino and what was it about? What difference does it make if you play with real or bonus money if the money would be paid out anyway and the game outcome is still the same?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
it makes a huge difference as i simply do not use any bonuses on this casino ever.....i deposited and i played 1 game for a session where i could not win a spin...i logout my account is all bonus money....right there i see a huge problem and a huge scam....dont say whats the difference too me about bonus and real money...if you think bonus money you win on your crazy as all bonus money does is tilt your account and make you lose money fast way too fast.....i got the rules also for this and they are not allowed too start your deposit of 556$ ever in bonus money and if you started playing and lost your balance they have no choice to send it back as its not the same thing at all....regardless this situation will not be fixed...i sent them 100 emails yesterday alone they only answer 1 of them and they think its ok after 300 plus was gone before i noticed the money was in bonus they would take the bonus money out and put my real money back in.....you see thats a real issue because every bet i made with bonus money never went toward my rank or rakeback.....so if you think its ok its not....im chasing 200k reward and my wagering on it never even went up yesterday what the deposit of 556$ was that i deposited..now do you get it?...plus off 556$ i only got 2.81 cents of rakeback after they put the funds into real money? oh trust me this is not allowed to be done by them and they only have 1 choice the right 1 and its to reset the entire deposit back to 556$...and if they dont ill keep making sure everyone knows not too play here.....also they email me after and told me too use the 200$ i had left to win the other money i lost i dont even no who tells thier customers that honestly...i told them i deposited to withdrawl the money which i did i was using my bitcoin to just deposit there then use the interact to cashout but they blocked me from it and i went insane in my head because i needed the money too pay back some debts i owe and promised but facts are facts i never stood a chance too because it was locked on bonus money and never gave me any options at all
The main risk is that on average, you only convert 1 bonus out of 25, and then if casino refuses to payout that bonus, you don't win anything. Some other casinos wouldn’t even give you back your deposit.
having a deposit like 556$ have anything to do with bonus money to start off is really sick of a casino...they honestly think i don't know nothing about the business...facts are facts they have no class and they owe me 556$ reset or they can remain classless.....just the money being in bonus funds to start is all i need for this to be correctly refunded...they have no business disputing any of my complaints as I'm a customer and that's the real truth here in the odds with bonus funds you ever wonder why you go right to 0 when you accept a bonus there's the realistic chance you got 1 of 25 if you have any sort of bonus funds in your account...
see this response...they are cheaters period....how would a bonus ever stay active with and account at 0 cents 0$ in it before the deposit....don't you see there the odds of any bonus you have are 1 of 25....but no problem they say?.....556$ dollar deposit on bonus chance of 1 of 25 chance to beat oh your damn right we have a problem...and they have not responded either because they think they are ok with doing what they did....i want my 556$ back too as they have no class...if they showed any sort of class they be responding and that's that....facts are facts they think bonus money is the exact same as real money on their site,,,is not on any casino it puts you in a very unlikely spot to win anything...i see scams like this are done for a reason by casinos...people don't need this kind of casino stay away from haz casino as they are the worst organization I've ever seen when it comes to being professional...anyways they wont respond because they think playing with bonus funds for a real bitcoin 556$ deposit is ok for them too put my account right into playing with a bonus happening and losing over 70% of the deposit before i ever noticed what happened...i seriously could not even get a dime back on any spin for 300$ and i spun all under 1$ spins mostly 20 cents too 50 cents ya i believe this casino will never respond either because they act like sick people telling me to win it back like its ok with balance that was left no that's even worse too me then the scam itself...try resetting the deposit and being professional and hope your customer decides to play another spin with his money after this kind of crap occurs.
Support HAZ
Apr 25, 2024, 10:35 AM (2 days ago)
to me
Hello James,
Thank you for your emails.
Firstly, we would like to apologize for the delayed reply, however we wanted to ensure that everything was thoroughly checked and that you get a detailed explanation.
As was explained in the previous email, due to a technical error that despite our best efforts might occur, the bonus you claimed stayed active and it appeared as though it was active for your next deposit, even though it wasn't. We strive to prevent such inconveniences from happening, but should you ever notice a bonus did not automatically cancel itself out, we kindly advise you to visit the chat or write us an email and we should be able to sort it out in a few moments.
That being said, the technicality did not affect your gameplay nor do any bonus restrictions apply to your deposit. At the time of writing the previous email, we have also fixed your balance so that all of your winnings are in real money balance as they should have been and the bonus was canceled.
We would like to sincerely apologize for any inconvenience caused by this, however we took all the steps to mitigate the situation and there's nothing more you need to worry about - all of your accumulated winnings have been credited accordingly.
We sincerely hope the matter is understandable. Should you have any other questions, please feel free to reach out and we will do our best to explain it further.
Kindest regards,
SEE HOW THEY RESPOND AND SHOW DETAILS THAT PROVE THEY DID SOMETHING WRONG AND STILL DO NOTHING BUT SAY ITS OK TO DO WHAT THEY DONE....THEY SHOW 267$ OF INNITIAL DEPOSIT LOST BEFORE NOTICING IT IS OK TO HAVE 0 RAKEBACK REWARDS ON IT...WHEN THEY FIX IT THEY DONT TAKE INTO ACCOUNT THAT RIGHT THERE SENT ME RIGHT TOO THE LOONY BIN FOR MY PLAY AFTERWARDS AND I LOST THE ENTIRE BALANCE RIGHT AFTER....EVERYTHING THEY ARE DOING IS JUST GETTING ME SO PISSED OFF WITH THIS SHIT...IM NOT EVEN WAITING FOR THEM TO RESPOND ILL POST IT HERE I TOLD THEM RESPOND HERE HAVE THEY NOPE....THEY WILL AVOID DOING ANYTHING PROPERLY SHITTY CASINOS DO SHITTY THINGS
Support HAZ
1:49 PM (17 minutes ago)
to me
Hello James.
Thank you for reaching out to us.
We went ahead and took a further look at your inquiry, and could not find any wrongdoing on our end.
You deposited 556.88$ while a previous No-Deposit Bonus (EXC40) was still active on your account. You then proceeded to play with your funds normally in the games Big Bass Secrets of the Golden Lake and Starlight Princess 1000, while the bonus was still active.
With the way bonuses work on our website, bets are first taken out of the real balance and any winnings go into the bonus balance (this is also stated in our Terms & Conditions). At the end of your session on Starlight Princess 100 session, you had 62.58$ Real Balance and 227.18$ Bonus balance. Upon contacting our support team, the bonus was removed from your account and your bonus balance was transferred into a real balance (62.58$ + 227.18$ = 289.75$). You then proceeded to play with the remaining 289.75$, and claimed some Rakeback and Daily Cashback over it, till a balance of 0.06$ was reached.
The screenshot we are providing to this e-mail proves this, and additionally, you may check all of this in your "History" tab, which is accessible to you at all times, and will also prove everything is as stated in this e-mail.
Best regards,
HAZ Casino Customer Support Team
James Woodend <pattyroy2323@gmail.com>
1:57 PM (9 minutes ago)
to Support
289 BUCKS OF RAKEBACK OUT OF 556$ IS FAIR?...JUST ANSWER THE CASINO GURU...YOUR REP THERE IS TERRIBLE BECAUSE OF PLAYS LIKE THIS...I DID NOT ASK FOR YOUS TO PUT A BONUS ON MY DEPOSIT PREVENTING ME FROM REWARDS EH THAT MONEY FROM 289$ BETTER BE SENT BACK..THE DIFFERENCE I CAN UNDERSTAND I LOST AFTER THE 289 SURE BUT I WAS SO FKN MAD I HAD 0 FOCUS AND WAS IN A VERY SHITTY PLACE...267$ GETS PUT BACK IN WHERE I EARN MY RAKEBACK ILL LET IT GO IF NOT ENJOY ME GOING ON AND ON ABOUT HOW BAD YOUR CASINO IS FOR DOING THIS ANYWAYS....REALLY THE HONEST TO GOD TRUTH IN THE MATTER IF I OWNED UR CASINO ID PUT THE ENTIRE 556$ FOR THE DEPOSITOR AND APOLOGIZE TO THEM AND HOPE THE HELL THEY CONTINUE TO DEPOSIT ON YOUR CASINO...I MEAN THATS THE REAL RIGHT THING TO DO....BUT WHEN YOU THINK ME NOT GETTING ANY RAKE BACK ON THE INNITIAL 267$ LOST BEFORE I EVER NOTICED I WAS USING BONUS MONEY THATS SOME SERIOUS INTENTIONS ON UR END TO DEVOUR MY INITIAL DEPOSIT
SAD WHEN THEY THINK 289$ OF 556$ IS OK TO ONLY EARN RAKEBACK ON BECAUSE THEY MESSED UP BIG TIME...BALANCE WAS 0 DOLLARS 0 CENTS BEFORE I OPEND GAME LET ME REMIND YOU...LOSING 267$ OF IT WITH NO REWARDS WHATS THAT GONNA DO TO ANYONE WHO DEPOSITS WHOS CHASING 200K REWARDS ALSO WHO JUST LOST MONEY SO FAST ON EVERY SPIN ALSO THEN LOOKS AND SEES NOTHING FOR RAKEBACK AND NOTHING FOR ANY REWARD WAS ISSUED YA I THINK I HAVE RIGHTS HERE NOT THE CASINO
i been checking all the account game history on Haz and its really unreal how low the rtp is....anyways they must have noticed me scanning all the bets and realized its best they stop me from gathering information....today they sent me and email here it is.....security review sure thing Haz casino sure thing. can not access account now and i really see why...sent email too the gambling Commish also I'm not waiting for answers they broke every damn rule a casino has to obey by
Support HAZ
7:03 AM (7 hours ago)
to me
Hello James,
We would like to inform you that your account was placed on Security Review.
Once we have the official results from the review we will inform you about the status of your account.
Thank you for the understanding!
Respectfully,
HAZ CASINO Customer Support Team
James Woodend <pattyroy2323@gmail.com>
2:35 PM (9 minutes ago)
to Support
ill press my concerns too the gaming commish and casino guru....your reading my emails and not even responding...yous deliberately put me in bonus funds off real money...try understanding whats at stake for 556$ to have it even go into bonus is a huge problem 1-25 chances i posted all about bonus chances on casino guru...your wrong get it thru ur damn heads your too blame you owe me i dont owe you nothing i should not have to keep emailing yous and other people to have this corrected either...yous done nothing after it was too ur awareness ya thought oh its ok we will just send it to real now hes out 300$ who cares he gets nothing on it for rake back who cares he gets no rank wagerrs towards his next goal who cares...ya thats yous in a nutshell cya i dont need this in my life i really dont your stressing me the hell out....5.1 rating on casino guru for your casino because your inconsiderate to peoples rights.
Support HAZ
Apr 25, 2024, 6:28 AM (7 days ago)
to me
Hello James,
Thank you for reaching out to us.
We are sorry for any inconvenience that has occurred with the bonus. Unfortunately it seems like due to a technical error, your bonus remained active even though you have reached 0 bonus balance and that is why your winnings are still showing up in bonus balance.
We went ahead and corrected the balance for you - the bonus has been removed and all of your winnings are in real money now. You may continue playing without any restrictions whatsoever.
We are deeply sorry for any frustration that this has caused. Should you have any other questions, please feel free to reach out to us.
Support HAZ
Apr 25, 2024, 10:35 AM (7 days ago)
to me
Hello James,
Thank you for your emails.
Firstly, we would like to apologize for the delayed reply, however we wanted to ensure that everything was thoroughly checked and that you get a detailed explanation.
As was explained in the previous email, due to a technical error that despite our best efforts might occur, the bonus you claimed stayed active and it appeared as though it was active for your next deposit, even though it wasn't. We strive to prevent such inconveniences from happening, but should you ever notice a bonus did not automatically cancel itself out, we kindly advise you to visit the chat or write us an email and we should be able to sort it out in a few moments.
That being said, the technicality did not affect your gameplay nor do any bonus restrictions apply to your deposit. At the time of writing the previous email, we have also fixed your balance so that all of your winnings are in real money balance as they should have been and the bonus was canceled.
We would like to sincerely apologize for any inconvenience caused by this, however we took all the steps to mitigate the situation and there's nothing more you need to worry about - all of your accumulated winnings have been credited accordingly.
We sincerely hope the matter is understandable. Should you have any other questions, please feel free to reach out and we will do our best to explain it further.
Kindest regards,
Haz Casino Customer Support Team
Support HAZ
Apr 25, 2024, 11:34 AM (7 days ago)
to me
theses are all the casinos responses ill share with you....this casino is terrible look how they think having my money in bonus play is acceptable to lose balance on it with the casino not taking any responsibility too the error...but we corrected your balance play on its ok no not ever will it be...bonus money is 1-25 shot at converting...bonus money gets no rake back no wager on rewards i did not ask for this they think by just correcting on the fly its ok to not have to reverse the deposit properly...ask any human alive if they would allow them too keep their 556.85$ for putting a real money deposit into bonus funds and see how they take it....they will tell em give me my money back that's final...nobody is allowing this to happen bonus funds are not real and real money is not fair to have a deposit of 556.85 btc ever involved in this ever still no response from anyone either7 days later they can just scam you for your money and block your casino account and call it security and you cant do nothing this is why people lose everything to casinos they don't appreciate anyone...all they think is we need Ur money too bad so sad move on we don't do the right thing tuff.
Hi James,
Thank you for your reply.
As mentioned, your balance was sorted out when we sent the first email reply, and at that point, it's completely up to you what you wish to do with the rest of your balance - continue trying your luck and win an even bigger amount, or settle for the current winnings. And not everything is lost, as you still have some funds on your balance, and you never know what might happen!
If you're ever unsure about bonuses, restrictions, whether you can or cannot withdraw, please know that our customer support team is available 24/7 and we will do our best to assist you with any questions as soon as possible.
Kind regards,
Haz Casino Customer Support Team
Kind regards,
oh by the way if casinos have technical errors like they state means too bad they don't owe you nothing because its a technical error not their faults its the players responsibility simple minded rip offs....like the played controls that eh can you say scammmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmm
Hello Theking2323,
Firstly I would like to warn you not to use any harsh language on our website as it will lead to account ban. Can you please forward the deposit, bonus and betting history to nikolas.b@casino.guru?
Did you use the deposited amount since the casino converted it to real money?
i did out of outrage...and lost the remaining...i cant even login on that casino anymore...they wont respond either....they dont play by the rules...cant expect any customer to deposit 556.85 btc which then was converted to cad...but was instantly put into bonus money so id lose the funds instantly...which i did and could never recoop the bonus funds is a huge problem 1-25 chance to beat a bonus you have real money should never go to bonus for that reason...they wont respond in emails and locked my account after me deposit 500 x over and losing alot of money there....anyways they wanna cheat me out of the deposit and they did a fine job doing so.
Hi theking2323,
Your deposit has been successfully processed.
Account name: theking2323
Deposit method: coinpayments_btc
Amount: 556.88 CAD
You can check your deposit history in your account.
If you have any questions, please contact our finance department at finance@hazcasino.com
Hello Theking2323,
Please forward the above requested information otherwise we will be forced to reject the complaint due insufficient proof.
nick...im pretty sure when the casino locked me out over 2 weeks ago when i was looking at gameplay they did so for a reason....i cant get you that info because they don't let me on my account nick...and your taking full on week to reply every time....trust me at this point that money is long gone because casinos are allowed to cheat players out of money......just think i have 187k in wagers on haz casino....is it my fault they put a 556.88 deposit right into bonus money?....ya i guess it is enjoy your split with haz casino....im not having this kind of support from you nick then tell me i don't have enough evidence...contact the site and ask them why did they put the money in bonus and why didn't they just replenish the balance properly as the player never got rake of rank wagers from their mistake....if you don't wanna do anything properly just say so...i do not even see haz casino rep enter this conversation that's the cookie right there I'm done with yous after today for this...your honestly not even worth going thru
nick your slow reply left me feeling this is pointless....thanks for taking 7 days to answer giving the casino time to lock my account and prevent me from supplying evidence of gameplay...regardless of it all no player just makes this stuff up....for the viewers i suggest never deposit a dime on haz casino ever...and avoid them...i was at 187k wagers almost to 200k rewards when they decide to start scamming me...anyways this money is scammed and nobody answers anyways on haz casino....and nobody replies here with even a response from haz casino...so this money is never getting repaid...and my account there after 3 years is locked and im scammed for my money along with future investments i made for the rank rewards i woulda cleared...waste of time and money haz casino i give them a 0 rating out of 10 and if i could -10000 rating for lack of communication and operating a scam casino
Hello Theking2323,
Every party have 7 days to reply the complaint as we deal with hundreds of complaints at once and the casino have thousand of players.
Either way, as soon as an issue occurs, the player should not touch the deposited balance and contact the casino right away. Unfortunately, as you have used the balance already, the casino has no reason to fix or refund it anymore as it's as you've been playing with real money no matter in which section are they.
Please be sure to never do any action within your casino account if you notice an error and you have to give enough time to the casino to deal with it.
As the balance has already been lost, we will be forced to close the complaint.
Best regards,
Nick
