K9Win Casino - Player has experienced technical glitch.

I won $5000 and they told me that I broke the rules by betting all in on first bet. I have been a player since oct and been depositing non stop since. On that day, the casino I was playing in had a system error and when I bet $100, $22 appeared instead. It’s not fair to forfeit all my winnings. Under terms and conditions, it’s stated I can’t bet all in on first deposit, it was not my first deposit of the day, so their terms and conditions were not clear. I would like them to lift my forfeit and return my all my winnings.

Additional comments from the player:

"FORFEIT PLAYERS WINNINGS

Not fair to forfeit $5,000 when terms and conditions not clear, it’s stated no all in on first deposit but it was my third deposit for that day. Plus, how do I bet minimum $1,500 when I only have $380 balance. For a player that plays everyday, it’s totally unfair to forfeit players winnings, esp when the SA casino’s betting system was not working well, when I clicked on $100, $22 appeared. Totally ridiculous. I also sent pics and videos as evidence that the casino had betting system error, and they just tried to cover that fact."

Dear Cherylxue,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots videos, or your game history along with any relevant communication to petronela.k@casino.guru and advise if this were an isolated case or it has happened in the past?

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

Best regards,

Petronela

I sent the pics and videos of the sa casino betting system error and they received in good order. I did not save any pics or videos. Kindly retrieve from them or ask them as they cannot deny. Thanks .. also, their casino needs to be seriously looked into, buy small, sometimes they let u win, buy big mostly will lose. Huge scam I’m sure.

Thank you, Cherylxue, for your reply. I have checked terms and conditions, and this is what I found http://casinogurumyr.k9win5.com/sg/Terms-and-Conditions:

"If players wants to all in , minimum all in on first deposit allowed is $1,500 above. (Below $1,500 K9Win have rights to freeze the balance of players)"

Could you please advise if this is the exact rule that has been breached? Please forward your game and cashier histories to petronela.k@casino.guru. 

Yes, I deposited $380 and bet $380 on first hand (third deposit of the day).

Could you please forward your game and cashier histories to petronela.k@casino.guru? Which game you have played?

You can only retrieve the game history from K9win as the betting history is not on the system . Thanks .

Could you please advise if you have played slots, live games, or table games? Thank you in advance.

Live baraccat are SA Casino

Live baccarat at SA Casino

Thank you very much, Cherylxue, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Cherylxue.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the K9Win Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Cherylxue,

Under our Company strict Terms And Condition.

Its already stated that no all in Is allowed unless u bet a minimum of 1,500.00 it is stated clearly in our Terms And Conditions as we are a trusted company Our terms and conditions are final 

There a tick which our player must agree to our terms and condition before submitting Deposit Form

Under the terms and condition 

21. If players wants to all in , minimum all in on first deposit allowed is $1,500 above. (Below $1,500 K9Win have rights to freeze the balance of players) 

Yes, but I did see that there was a similar case before here and K9win made an exception. I have been with your casino almost on a daily basis since 1 October, so I think you should review the case and not forfeit a winnings of $5,000.

Dear K9Win Casino team.

Thank you for your cooperation.

"If players wants to all in , minimum all in on first deposit allowed is $1,500 above. (Below $1,500 K9Win have rights to freeze the balance of players)"

Please, be aware that we do not consider this rule as fair. There is no justified reason to limit real money bets (bonus play is completely common) but it would be ok if you enforce it by the software. However, winnings confiscation for real money play is not fair because the player has not gained any advantage and did bet without a chance to win. Please, could you reevaluate the case or is this your final decision?

Hi there Cherylxue

We believed that there has been an misunderstanding from ur site towards our terms and conditions it is stated clearly that a bet ammount of 1500 is required for all in regardless of their deposit times or deposit amount the required value for all in is 1500 or above 

During the deposit we did put a clause which required the customer to tick and understand that they have read and understand our terms and conditions as this is a misunderstading that is why we have returned back your initial deposit into ur Game account.We believe this is a mutual understanding by both parties cause you did continue playing after we returned the deposit into ur account miss and have lost all the initial deposit credit 

Hello there,

Dear K9Win team.

Please, be aware that we fully understand the rule and although, it is stated clearly it does not change the fact that it is unjustified reason to confiscate player's winnings. As I have previously mentioned, it would be completely ok if you would enforce it by software so the player is not allowed to make not allowed bet. But when the player makes legitimate real money bet there should be a valid reason to confiscate his winnings (he also did not gain any advantage with this bet).

Therefore, we are forced to close the complaint as 'unresolved'.

Please, be aware that if you change your decision you can ask for reopening anytime.

Dear Cherylxue.

I am sorry we could not help you more. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru