The player from Portugal had his bonus privilege revoked. Player’s complaint has been resolved successfully.
KatsuBet Casino - Player’s bonus privilege has been withdrawn.
Amount: €145
KatsuBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I have been a user of this casino for several years and I used to enjoy the bonuses that this casino offers, but from a certain moment and without justification, I was told that from that moment onwards I could not receive any more bonuses, but that I could continue to play in him.
Furthermore, I had accumulated 2405 katsupoints which are convertible into cash depending on the VIP level the player is at.
In my case, I would be entitled to around 145 euros which I cannot convert into cash due to not being able to receive any more bonuses and so they retain the money I had earned in points.
Automatic translation:
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2 years ago
Dear engrsc1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Casinos are not obligated to reward their players with bonuses and bonus privileges can be limited or revoked at any time without further notice.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela
Public
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2 years ago
Translation
Although it seems a little strange the practice of a casino being able to take away the bonus privileges, but I have to accept it although it is a practice that is not justified.
Another thing is that I have already won money in kind of casino points worth 145 euros. And they then confiscated that money from me for not converting them before my bonus privileges were revoked without notice.
In practice it was a way for the casino to get hold of my money already won, through a lot of money deposited and wagered with the aim of also accumulating points.
I can only consider that this casino has practices in order not to have to pay the money belonging to the player and therefore not be a reliable casino and with suspicious practices of not paying.
I kindly ask you to ask this question again to the casino administration and I am very grateful for your willingness to help.
Yours sincerely
Rui C****
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear engrsc1 and Casino Guru team,
We would like to inform you that we've checked the account of the player.
Our Casino reserves the right to restrict players from receiving any bonus promotions once customer bonus ratio (deposits : bonuses) is more than 50% upon our sole decision.
You may check this rule in our Terms and Conditions, 10. Anti-Fraud Policy.
However, having checked this case individually, we've decided to remove this restriction in their account so that the customer is able to receive bonuses again.
We wish the player best of luck!
Sincerely,
KatsuBet Casino Team
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2 years ago
Translation
I am very pleased and happy with the outcome of the disagreement and this case.
I would like to thank the Katsubet casino and its administration for being able to enjoy the bonus privilege again, and thus to be able to be an active player in your casino again, which was my favorite until the revocation decision.
I also thank the guru team and Patronela for being so attentive and efficient in solving and clarifying the situation.
Much obliged
Rui C****
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, engrsc1, for your kind words, and please don’t 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.
Meanwhile, I'd like to thank KatsuBet Casino team, for your prompt assistance and help in resolving this case.
Best regards,
Petronela
Casino.Guru
