Kas.casino - Player's winnings were capped due to unclear promotional bonus terms.

I received a promo in the mail from Kas about earthday. 70% up to 300. I deposited $420 and played with 720ish. I managed to complete the wagering (13.5k) and finished with about 3k. After reverifying, I made the withdrawl request, and then received an email some hours later saying that the bonus was win capped to $650. This was not specified on the promo email, and there is no way I would have bothered with a deposit bonus with such ridiculous terms if I had known. It is shown on the website if you go looking, but I just clicked the Claim my bonus button (located directly above "Withdraw as much as you want" on the promo email. I spend hours spinning only to basically have my deposit returned to me. In my opinion this is quite possibly the most anti player bonus terms I have ever experienced. The player essentially has everything lose and almost nothing gain. How could one possible imagine that a deposit bonus of $300 + $420 deposit would have a max withdrawl of $650 ?

Dear scottM

Thank you very much for submitting your complaint. I’m sorry to hear about the frustrating experience you had with Kas regarding their Earth Day promotion.

To assist you further and gain a comprehensive understanding of the situation, could you please provide the following details:

• Have you reached out to Kas's customer support regarding the discrepancy between the promotional email and the subsequent win cap on the bonus?
• Did you receive any response from Kas after you expressed your concerns about the unexpected win cap on the bonus?

If you have any relevant communication or documentation related to this matter, please feel free to forward it to petronela.k@casino.guru for further review.

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

Sent to email

Thank you very much, scottM, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@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 scottM,

My name is Jakub and from now on, I will be taking care of your complaint.

Could you provide clarification on where the "Claim my bonus" button link directs? Does it lead to the deposit page or simply to the casino's main page? Furthermore, could you specify how/where you found information about the wagering requirement for this bonus?

Best Regards,

Jakub

Dear scottM,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.