Kaulana Casino - Player accused of bonus abuse, no withdrawal.

I played the first deposit and didn't even know that I had a bonus it was a huge wager I overcome it. After I get the message

" After an internal investigation, we have detected that you have committed bonus abuse."

I get no responds anymore. Only this is what they sent.

Hello linehan2003,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kaulana 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? What kind of bonus did you claim? Did the casino specify what kind of bonus abuse? Would it be possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

My account is blocked they said nothing specific.

" hello,

After an internal investigation, we have detected that you have committed bonus abuse.

Therefore, your withdrawal request was rejected and the generated winnings were voided. Your initial deposit will be refunded and Management has decided to close your account.

If you have any further questions, concerns or comments, please do not hesitate to contact our customer support team. Welcome deposit bonus I got i never broke any terms.

and yes I am verifed and did get my refund.

Kind regards, 

Payments Cashier "

All the responds I ever got. I will request my playhistory by email and send it forward.

Hello linehan2003,

Based on the e-mail forwarded, I assume that the casino is willing to pay back your deposit, is that right? When did you provide them the requested information?

Yes they paid back the deposit after no reply.

Hello amandaleanneevans,

As we need more information regarding which term did you breach while playing with the bonus, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you linehan2003 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Kaulana Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

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.

After thorough investigation and evaluation, we suspect that player linehan2003 (********) is using a technique to take advantage of the '16417403 - Kahuna Welcome Bonus - 1st Deposit (EUR)- €1,797.25' bonus. he has played the highly volatile 'Burning Reels, The Dog House' games and played the maximum amount of bonus money '5 euros each spin'. the player has won large sums of money employing this method.

We have observed some players using this strategy at other casinos, and we recommend denying the withdrawal, refunding the last deposit and banning them in accordance with the T&Cs:

1.18 Bonuses offered by Kahuna casino are solely intended for genuine recreational players only. Bonus/Promotional abuse will not be tolerated. Player betting patterns and activity are constantly monitored and in case of bonus abuse. This includes but is not limited to

Using bonuses to play games with accumulated benefits in the course of gameplay (Ex: Free Spins meters or other game features unlocked following some gameplay) and coming back to the game following the zeroing-out of the bonus to trigger or unlock the feature and collect the accumulated benefits or related winnings.

Buying bonus features.

Low risk Roulette bets. ANY outside bet spread combination on Roulette games covering 24 or more (64%) of the 37 unique number spots on the table. E.g. betting on Red and Black - covers 36 of the 37 possible outcomes.

Opposite bets.

Kahuna Casino reserves the right to cancel, suspend or lock any player account found guilty of abuse as well as void/revoke any pending gaming activity and refund the original deposit. Kahuna casino can also decide at its own discretion to ban any player from participating in Kahuna casino promotions for a definite or indefinite period of time as decided by Kahuna casino management.

Players using this strategy do not deposit more funds after the bonus, as this strategy only works with bonus funds

Lol this is super funny. Nowhere it stated that I broke any terms.

You can just takes everybody his money like this. You offer I play. If I lose you would not return me the money!

I got my gameplay finally. From this casino shall I add it or mail it to casino guru no rules has been broken.

Thank you for the update linehan2003, you can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

Forwarded it. Can you check if you received it?

Thank you for providing the information linehan2003, I have received the document and will review it shortly. Thank you for your patience during this time!

Dear Kaulana Casino representative, after reviewing the player's gaming history it is clear that the player has not broken any rules of your bonus. Why is the player being punished if they have played a game which is not restricted by the bonus nor have they violated the max bet rule? If you believe betting the maximum allowed bet during the wagering of the bonus is grounds for confiscation of the funds I believe you should change the max bet rule to a lower amount. That being said, we believe the player has not gained any unfair advantage and thus should be paid out their winnings in full. I hope we will be able to come to a compromise on the matter. Thank you in advance for your consideration!

Thank you so much for understanding! Hope the casino does the right thing!

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.

Dear linehan2003, I was in contact with the casino representative. I will give them another 7 days to respond otherwise, I will close this complaint as 'unresolved'. I will keep you updated about any developments. Thank you for your patience during this time!

We replied extensively above and you have censored our reply. All the information is in that message. It's unfair the biased treatment of this forum.

Dear Kaulana Casino representative, the message was set to private and visible only to participants of the complaint as I believed it contained sensitive information but that was my mistake on my part and it is now public and visible to all.

I have discussed this issue with my colleagues as well and we agreed that the reason of the confiscation is unfair as no rules were violated by the player. If you believe the player gained an unfair advantage then once again I believe you should change the max bet rule to a lower amount or restrict the highly volatile games as you have described them and not confiscate players' winnings after the fact. This is very much against the spirit of fair gambling. I once again hope we will be able to come to a compromise on the matter. Thank you in advance for your consideration!

Please just pay me I followed the rules.

Please refer to the initial message where all the information is contained. As a company policy, we do not engage in reviews on third-party websites. We advise all players to contact us directly

I have referred to your initial message multiple times and explained that the ruling is unfair but as it seems you're not interested in discussing this case further nor finding a compromise. As a result, I will be closing this complaint as 'unresolved' which may negatively affect your rating.

Dear linehan2003, I understand this isn't a satisfactory solution to your issue however, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. If you wish to further escalate your complaint I can guide you through the process of contacting the licensing authority, so let me know through my email. (peter.c@casino.guru) I am sorry I could not be of more help on this occasion.

Best regards,

Peter