Kaktuz Casino - Player’s bonus has been activated automatically without his consent.

This casino is FRAUDING and FRAUD!!! What exactly are such actions on the part of this casino, I will try to describe in more detail.

I play at this casino quite recently, I previously made a couple of deposits, I took bonuses in the form of free spins for deposits of 2000 UAH, and today I decided to play purely on a real balance, because if you take any bonus when wagering such bonuses, the balance of the deposit and the bonus is total, that is, until you win back the wager, you will not withdraw money, even if you do not touch the bonus amount.

And today I was faced with a scam at this casino.

When making another deposit in the amount of 1000 UAH, I decided not to take any bonuses and started playing exclusively on a real balance. So I played, I played, then I won a little with a deposit of 1000 UAH, I raised +1300 UAH, then I lowered it back. At some point, + 1000 UAH appeared sharply on the balance to the money that was at that time in the game, the amount was on the balance, my somewhere 700 UAH + 1000 appeared, I didn’t quite understand what happened right away, continuing to place bets after I left game decided to check what it was for 1000 UAH and I saw that it was a bonus.

Well, here is the most interesting !!!!!

This bonus had not quite fair conditions of this obsessive bonus, since the wagering was with a wager of ×50 and a maximum withdrawal amount of 1000 UAH. Of course, I refused it, as on my account, in addition to the bonus 1000 UAH, there was also my own balance, and then after its cancellation, the entire amount from the balance burned down !!!!! Namely, the one that had a bonus of 1000 UAH as well as the rest of the deposit. I didn’t play bets on the bonus 1000 UAH, I just refused that bonus and at the time of its cancellation it showed 1000 UAH when canceled, but the entire amount was gone !!

UNFAIR CONDITIONS!!!! DECEPTION!!

What was the point of wagering this bonus for me? if in the case of wagering it, 1000 UAH cash-out × 1 of the bonus amount would be transferred to the balance ((((when at the time of crediting to my balance I had about 700 UAH on my real account. And when it was canceled, the entire amount was lost, and who gives they have the right, during the game, to put such bonuses on the balance of the player, which in themselves are unprofitable for their wagering when playing for real money. many years of experience, I see this in an online casino for the first time !!!! Even if there are such bonuses during an active game, such bonuses should not be added just to real money !! Because this bonus had simply unfair conditions !!! It's a pity that there are such dishonest online casinos that are engaged in such actions!!! Personally, I don’t see the point with a real balance of 700 UAH to take 1000 UAH and then wager 50,000 UAH in order to get 1000 UAH after a successful wagering. It was all done on purpose!!! Even after the first deposit I even then I started to notice something behind this casino and decided to go through verification even before the second deposit, so that in case of withdrawal I would not have to wait long. But alas, after such a brazen trick, which in this case is simply inappropriate, I’m not going to play here anymore, this is a deceitful deceptive casino, since they perform such actions in relation to the player, it’s not so offensive only that the amount on the balance sheet at that time was not big, it's Rotten Casino!!!

Dear matrosov033,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Could you please advise if you have tried to communicate with the casino the option of opting out from any promotional offers prior to starting playing? Have you redeemed or obtained any promotional offers from this casino in the past? Could you please forward your bonus history along with any relevant communication to petronela.k@casino.guru?

Thank you in advance for your reply. Looking forward to hearing from you.

Best regards,

Petronela

Of course I can, as I wrote earlier, before this incident, with two deposits, I myself took earlier bonuses at the last deposit, it was added directly to the balance at the moment when the game was for real money, and when this bonus was canceled, it caused all the loss of funds. I think it's just a mess!!! Who gave them the right to credit this bonus to the real deposit, especially with the conditions with which it was. I will send the history of bonuses to you now

Please note that the last bonus that I took myself in the form of free spins was on 08/23/23 with a deposit of 2000 UAH. But what concerns the last one that was imposed on me, look at how much the deposit was made and look at how much this bonus was credited to me, impudently on my real balance, if for example I choose a bonus before making a deposit, then after replenishment it is impossible to use it after I would lost the deposit bonus, it is supposed to be unscrewed in the form of free spins immediately before the game. Why am I explaining this to you between my deposit and that bonus, the difference in time is like confirmation that this bonus appeared from nowhere. Here's what it will show as if wagering had already begun there, even if it did start, then I didn’t lower my balance that I had to 1000 UAH that were imposed on me, and imagine for yourself I turn to a real balance where there were about 700 UAH on the account and then I got distracted for one minute, I look at the balance for 1000 UAH, I thought something was thrown in the game, I twisted it a little more and checked it turned out to be a bonus, I look and there the conditions are wagering ×50 for the amount of the deposit and with a Max withdrawal of 1000 UAH. Why the hell would I need it? Before that bonus, I had my 2200 UAH on my balance in 15 minutes and I wasn’t going to withdraw them, and here on my balance there are about 700 UAH real and then they will drop this 1000 UAH during the game, which, as it turned out, merges with with my money and in order to withdraw this thousand UAH, the bets would have to be made for 50,000 UAH. And what's the point?? When I had real money on my balance sheet with which I could do whatever I wanted. In addition, when this 1000 UAH was returned to me, I had previously made purchases of the bonus game at a rate of 800, 1000 UAH, and when this bonus appeared on my balance, the amount allowed me to make a bonus purchase, since at that moment there were almost 1900 UAH on my account, of which 1000 was a bonus So, at a rate of 8 UAH, I wanted to make a purchase for 800 UAH and it showed me an increase in the rate, and at that moment I realized that a bonus appeared on my account from somewhere. In addition, if I wanted a deposit bonus, I could get even more profitable as much as 150% that was previously offered to me, and there were also a lot of bonus offers with free spins in the bonuses, I wanted to play exclusively on a real account, and do whatever I want , and after they saw that I could win something, because I kept to the norms and arbitrarily brazenly slipped that bonus. And in general, such bonuses should not be credited immediately to the real balance, such bonuses should be in the queue and added if I already wish it. This is a rotten casino!!! I play every day, I am registered with more than 50 different casinos, since 2015, playing all this time, I have seen different situations, I saw when the bonus was not credited when replenishing, I saw when the bonus game itself could disappear even for real ones 💰, I knew when verification could take 30 days, faced with when they tried to get married in duplicating the account. But here's what to do!!!! It’s just not right, I even, for example, take a pin ap to which I recently filed a complaint, for example, they have a cashback that is credited during Monday from 00:01 to 23:59. So, even if I am playing at that moment and a cashback arrives, it will not be immediately credited to the balance that I played on, it will simply be in the queue. It is the same principle at all casinos, even if the player is given something, all bonuses are placed in line and there the player himself decides to refuse it or play. But in my case, they gave it to me straight to my balance for real money !! And this bonus was, I think, not with Fair Wagering Conditions !!!!!

Yes, and if we are already talking about this casino, I still have suspicions that the games there are fake copies !! I will explain from what I draw such a conclusion.

1) if you look at the providers with games, for example, the provider Belatra has a total of 4 games in this provider !!! Where is everyone else??

2) If you go to the games from the Push Gaming provider, you can see that in games even such as Jammin Jars (jar game) and so they have a minimum rate of 0.20 kopecks !!! Ha ha ha!! I have not seen a minimum bet of 0.20 kopecks in this game in more than one casino! Everywhere, if the game is in UAH currency, the minimum bet costs 6 UAH!! But not 20 kopecks. This is what you need to pay attention to too! On the one hand, it’s good that there is such a minimum bet per spin and not 6 UAH. But I perfectly understand that if it starts with 6 hryvnias everywhere, then it cannot be that they would have 20 kopecks if these games were licensed, well, something like that.

In addition to all this, there are, apparently, tricks about verification. What they are, I will try to explain to you, maybe I'm wrong, of course, but still I will give an example of what I personally saw. I want to convey to you as much as possible the information that I see.

In general, after the first deposit, I decided to go through verification myself earlier, so that in case of a withdrawal, I would not have to wait for this process later, since this process takes different times at different casinos. So I write to them that I want to go through verification, to which I get an answer that I don’t need to go through it !! I was a little surprised because it is very rare that it is unnecessary to do this when withdrawing, in general, I wrote to them and yet, I began to insist that I want to go through it, in general, they continue to explain that it is not needed, but I as a player with experience decided to go to the cashier and check if you click on the output what will show, and then I see the text highlighted in red in which it is written TO UNLOCK THE WITHDRAWAL OF FUNDS YOU NEED TO PASS VERIFICATION !!!

After that, I make a screen, show them and write what they check the information is not correct, and they answer me saying that if we write, then we know better🧐🧐🤣🤣🤣

I have this correspondence.

But unfortunately that's not all! After I uploaded the documents, and I can do all this, it turned out that some of my files were rejected and some passed the test, I write to them that they say that it’s wrong, with those selfies that were rejected and the chat operator replies: yes, everything is fine, verification passed !! I ask where can I see that she has passed, to which she answers, but you don’t see the red text, that means that it has been passed🤣 And at the time of the appeal, that text was still glowing, it disappeared only at the moment when she wrote to me that it should no longer be. Something like that!!

Therefore, all these answers of theirs to the fact that it is unnecessary to go through it, but only if the withdrawal from the no deposit bonus that is issued for registration is a hoax !! I refused that bonus when I made the first deposit, and verification would have to go through in case of withdrawal in any case. I am sure that this is not an accident, so they wanted to mislead me, and in the event of a withdrawal, this process could not be delayed for a certain period. I came across where verification takes 30 days!! And then you helped me too))

I bring all this not to the fact that I am not pleased with the verification process, so I am trying to convey the fact that there is some kind of catch in this. I'll send you skins of correspondence and where that text will be visible if you draw a conclusion.

Here are two screenshots with the correspondence above ☝️☝️ where you can see that I applied insisting to go through verification and you can see their answer, and when I wrote to them that they write information that is not correct for me regarding verification, they once again answered what I described above is more harmful to them.

But the text in which the exact opposite is written.

That's why I concluded that they initially knew everything, they just wrote a hoax!!! It’s just that when you make a withdrawal and then go through verification, it may take a lot of time to wait, or they may not like something at all, and if, of course, you go through it before making a withdrawal, then in this case you can’t delay the withdrawal process here turn out, that's what the calculation was for !! Moreover, I decided to go through verification after the second deposit, I even then began to suspect something in this site, since they tried in every possible way to elude the answer to my questions about this or that. And I used to clarify everything before the start of the deposit.

You know, in the last 10 days, I have already encountered two new casinos for me, this one and the second Bet1000 casino for which a complaint was sent, but I have not received a single response yet. You see, it already comes to the point that at normal casinos where I play all the time, when making a deposit, the bank already begins to block some transactions when replenishing at the casino, after which they call and ask what kind of replenishment and even ask for the site where exactly the payments are made, as the operators explain to me that now there are many online casinos where they don’t pay money by fraud in case of winning, I wouldn’t believe it in my life if I didn’t talk to myself that bank employees themselves can talk about this kind of deception. This has never happened before! But how to understand that if the casino is new, that there is a scam or not, referring to the ratings and detailed information on various casinos, in my opinion, it is also not quite correct in the descriptions, I mean for those sites where I personally played. Even in your various and many casinos, not all information is negative or positive, there are sites that have 2 years each, and in your description such a casino may be a new one that has not been tested by time. Also, not all casinos with a Ukrainian license are written in the description of the commission when withdrawing in the form of a tax of 19.5%, as well as the fact that in some casinos this tax is compensated with a bonus but with a different wager, depending on where to play.

Also, take Casino GGbet: I play there, but for citizens of Ukraine there is no way to create an account - how does this casino no longer accept players from Ukraine, and you have updated this information in your description ??? As I see it no

This casino no longer accepts citizens of Ukraine, you can see for yourself and update this information in the description, and this is not one casino that does not accept Ukraine, but is there somewhere on the contrary that you write that it does not accept Ukraine, but does it accept? Therefore, all casinos need to update information on them as often as possible.

I wonder why you show this casino as new? This casino is licensed by CRAIL which also has a withholding commission on winnings in the form of 19.5% tax, this is also not mentioned in the description.

Thank you, matrosov033, for all your messages. Let's get back to your initial problem.

Could you please advise if you have tried to communicate with the casino the option of opting out from any promotional offers prior to starting playing?

Look specifically, I did not take this bonus, with a deposit I could choose other bonuses with Max withdrawal ×10 of the deposit amount. And this bonus was credited to me at the moment when I played the game Dog House Megaways. I didn’t take that 1000 UAH, I was in the game for about an hour and played on a real account, and the bonus is taken before the deposit. This bonus was simply thrown to my money by no one knows who.

And in general, change the amount disputed to 5000 UAH. Let them return those 3 deposits that I made there. You understand that the amount of real money could be much more, and the situation could be much worse! Such tricks do not fit in my head !!!!!! I wrote to them on emotions there, they just pretended not to have read it. And after 4 hours they asked what I wanted to know from them! This is fine?? I can show and to this day they have not given an answer!

I nevertheless cleared up the situation, and look what they answered !! Everything that I wrote was the way it was and they do not hide it !!! I will throw off all the screenshots of the correspondence, and now I will try to upload the video to the link that you sent me earlier. Read what they answer is not the normal terms and conditions!!! And I still want to return all my invested money on this resource, and then forget about them.

Look, I will now make 2 or 3 parts with correspondence on this situation and send it to you by mail. Why do I explain in parts like this - how you can upload a file no more than 25MB and a video somewhere around 50Mb

So I uploaded 6 videos 5 of them with a chat operator, let me know how you get it if you don't mind. You will see and understand everything there.

On the screenshots ☝️☝️ is the correspondence with the chat operator on 27.08.23. there is not all but partially I threw off and completely sent a video where a link was provided with an address to an email address.

I don’t bother you anymore, check, then, as you check everything, unsubscribe to me.

As in my opinion, their fault is not 100% done this way.

Ok, you have been asked already once before, not to post several messages per day in your complaints. Rather than aiding us in the process, it actually hinders it, as we must read through the messages as if they were a journal. It's important to recognize that we are currently managing more than 800 complaints simultaneously, so I kindly request that you avoid sending us frequent updates every few hours. Your cooperation is greatly valued.

Could you please forward screenshots of your cashier and bonus histories to establish that you haven't taken any bonus when placing your last deposit? Thank you very much.

Look at the deposit time made earlier and the bonus was credited much later.

Here you are asking me to drop messages less, for some reason it seems to me that they are not all checked by you. I used to show the history of bonuses. So here I show you again, just look at the time of the deposit and compare with the time of that credited bonus

I also showed you the correspondence, the chat operator confirms the fact of crediting this bonus, it was accrued automatically from their words, well, what is still not clear here.

In general, what happens, yesterday the operator wrote to me in a chat that 1000 UAH, which was credited to my account, is under the loyalty program !! It's all a scam!!!!!!

I just received a link (https://kaktuz.bet/policies/vip) you can go and check for yourself that this bonus is not in the loyalty program.

Firstly: those points that are credited under this loyalty program are credited from the 1st day of the month. And all bets are counted from the 1st to the 30th day, and from the first day the enrollment starts.

Second: it is written there that this accrual has a wager of 45 and with Max withdrawal ×10, that is, from the bonus amount Max withdrawal ×10 from the bonus amount.

Not one item that is indicated there does not match with that credit, but I have a correspondence where the chat operator writes that the bonus was credited automatically and that it was credited for a new level !!! This is a 100% scam, so they got caught.

Go to that link https://kaktuz.bet/policies/vip

I apologize in advance for writing more letters again.

Look in this letter, I have collected all the evidence of what I posted a complaint about this online casino, and I believe that my complaint is 100% justified.

Today and yesterday I corresponded in chat support with the operator of this casino, in which I asked why, when playing for a real balance, I had a thousand hryvnias on my balance, the answer is simple: I received this 1000 UAH from the words of the chat operator precisely through the loyalty program. If you go to this link https://kaktuz.bet/policies/vip, then you will make sure that there are no accruals of UAH 1000 under the loyalty program and everything that is connected with this alleged bonus.

I tried to clarify with the chat operator where, by clicking on this link, they see that this bonus is there, and they stopped responding to that !! And what will they answer if that bonus is not there, and they specified that this bonus was accrued precisely under the loyalty program. This information is not true!!! I ask you to deal fairly with this situation. I believe that I have provided all the information necessary for this, namely that this bonus was credited without my consent, and that this bonus does not comply with the loyalty program, so I believe that this casino has violated the terms and conditions!! After all, they had no right to do this! I will still be happy if, after you check everything, submit a request for this casino to return all my deposits that I made, because I proved that this bonus money was credited with violations, and that it was the one with the loyalty program the bonus is not related. I send screenshots, there will be answers from the chat operator. You will also see that the bonus amount was with the wrong wager, according to the loyalty program, you can also see that the loyalty program bonus is accrued exactly on the 1st of the month and it is accrued based on the result of past sessions for 30 days. In addition, there is even a difference between the Max withdrawal amount and the bonus amount. Once again I explain that not one point of the 1000 UAH credited, allegedly under the loyalty program, does not meet the conditions of this promotion, which means that this bonus was credited by no one knows who and it is not clear on what basis. I believe that this casino violated the terms and conditions. I was actively playing at that time for the amount of the deposit made, just spinning the spins for both 8 UAH and 10 UAH + made more than one purchase of a bonus for 800 UAH, until that 1000 UAH was added to my balance, with unfair conditions. This can be regarded as an interference with the game session or the game process in relation to me as a player, the game was active until they did what happened. This casino does not inspire confidence in me after what I saw. I'm used to playing responsibly and I'm not used to anyone breaking the rules and conditions where I spend my time. After you have done your due diligence or investigation, I would like you to write to them that the player is requesting a refund of their funds because the terms and conditions have been violated by this site.

Everything below 👇 I send all the screenshots and once again I ask you to go to this link where you can make sure that with the bonus that was credited it does not correspond to what is written in the loyalty program.

Thank you very much, matrosov033, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, matrosov033!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Pavel, of course, let them give an explanation for that boundless trick, I basically showed you everything, that I initially filed a complaint, and my actions are completely justified, the way they acted does not have the right to act not even one casino in which there is honesty and decency. And I still hope that you were able to check for yourself and make sure that there are no accruals at the end of the month under the loyalty program. I believe that there is no justification for such actions. If there really could be such accruals under the loyalty program, then this could be considered something that is in the Terms and Conditions of the rules of the loyalty program, but they just saw that my last gaming session was quite active, namely that the side deposit was 1000 UAH I bought bonuses for 800 UAH and even 1000 UAH more than once, apparently they didn’t really like it and with such actions they decided to make decisions to somehow interfere with me, I think that Ales was interfering with the gameplay, so- how during the crediting of that bonus I made bets in the game. They explained that that bonus was automatically credited to the bonus balance under the loyalty program, I think this is complete nonsense! and deception!!!

1) there is no such enrollment on that date, namely 08/25/23 under the loyalty program.

2) I believe that the bonus was not credited to the bonus balance, since at the time of crediting during the next spin this bonus became mixed with my money.

3) Even according to the loyalty program, accruals occur on the 1st day of each calendar month and statistics are taken for the last 30 days of activity.

4) those accruals that operate under the Loyalty Program do not have a wager of ×50, and accruals occur precisely with a wager of ×45

5) When accruing a bonus under the Loyalty Program, the maximum cash-out withdrawal from the bonus is not ×1, as it was for me, but the maximum cash-out withdrawal is ×10 from the accrued bonus.

Therefore I declare! Not one of the above points ☝️ does not correspond with this credited loyalty program bonus. This casino imposed this bonus, and besides, it did not have Fair Terms and Conditions. At this casino, deception of players flourishes, since in this online casino they do whatever they want.

And the most interesting thing is Pavel, when I demonstrated to them that there was no such enrollment especially on 08/25/23 and asked them to provide an answer where they saw such enrollments, after which they stopped answering!! And when I wrote to them a little later with another question, they immediately gave an answer, and as soon as I asked if they would give an answer on that question, and then again they abruptly stopped answering. I drove them into a corner, and they understood it perfectly. Something like that!

I hope that we will wait for an answer from them, and still be able to achieve justice.

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.

If no response is received, then you need to not only close the complaint as not resolved, but + add a mark of no response to the complaint. After all, they don’t answer not just because they don’t want to, but simply because they acted like scammers who went beyond all legal norms. And be sure to note this fact

Pavel, the casino admitted its mistake and returned 1000 UAH in real money, but still I think that this is not enough!! For 3 weeks I had to prove that I was right. Still, I would like this casino to return to me all my deposits made on their website.

I don't want to believe in the honesty of this site! + They offered me some kind of bonus for achieving level 3. I'll send you two screenshots here! They admitted the mistake, but I am not satisfied with this refund amount

Pavel, as you can see above written in the screenshot, that there was supposedly an error on the part of the casino, I doubt it! I am absolutely sure that those unfair actions were used deliberately and purposefully, which subsequently interfered with the gameplay.

By the way, as far as I see, there is already a license on the site, I don’t know how valid it is, but here it is: This website is owned and managed by Ferzo NV,

a company registered and incorporated under the laws of Curacao,

with registration number 164062, with legal address Zuikertuintjeweg Z/N (Zuikertuin Tower), Curacao.

As far as I can see, no response has been received from the casino, I’m waiting for your response with a change in the status of the complaint

matrosov033, regarding license, there is no information on the casino website that they are licensed by any know to us gambling authority. They claim to have been license by the Curacao, but there is four different Curacao license entities, so it is impossible which one it is or if it is true at all.

However, I am happy to hear, that you have received your disputed amount. We do not agree that you should receive other deposits, as they had not been affected by the bonus in question, so I would consider this complaint as resolved. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Pavel K

Casino Guru Team