Kaulana Casino - Player’s account has been closed over bonus abuse allegations.

Hello, I have an account at Kahuna Casino. Made a deposit and took a bonus. After I finished the bonus I had 15690 euro left in my account. I tried 2 weeks to do my verification, but after finally I did it ( chat support wasant that helpful) they delayed my payment without reason. After emailing them about this problem, they closed my account with the reason : " We are writing to inform you that after an internal investigation, Management has decided to close your account." and also that "  a manipulative game strategy to take advantage from the bonus" which I dont find fair. I didnt break any rules of the bonus .They closed my account just because I got lucky enough to win money and finish the bonus .

Dear isakhusk262,

Thank you very much for submitting your complaint. I am sorry to hear about your issue with Kahuna Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

What type of bonus did you take? Please send me the link or the name of the bonus.

Could you please specify what types of games have you played with the activated bonus? Was it slots, live casino games, or something else?

Have you made any successful withdrawals from this casino in the past?

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

Best regards

Veronika

Hi. I attached the photo of the bonus i took. I played Slots , the game is called : Wanted Dead Or A Wild with 5 euro spin. I didnt do any past withdrawals, I just heard from friends about this casino and made my account.

Thank you very much, isakhusk262, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 isakhusk262,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Kahuna Casino to join the conversation.

Dear Kahuna Casino,

Can you please provide more information on what is supposed to be the manipulative game strategy to take advantage of the bonus? If the information can't be shared publicly, please forward them to me with any evidence to michal.k@casino.guru

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 isakhusk262,

I've managed to get in touch with the Kahuna Casino representative and I am awaiting further information about your case from them.

We would like to give this case more time to get resolved. We are extending the timer for an additional 7 days.

If the casino fails to respond or provide the evidence in the set time frame, we will be forced to close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

Dear isakhusk262,

Does anyone from your family or friends have an account at Kahuna Casino and claim the same bonuses?

Hello, I dont know nobody that has an account on this casino.

Dear isakhusk262,

I'm still discussing your case with the casino team. You will be informed once there is any development.

Dear isakhusk262,

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.

Hello, Why I need to respond on this complaint? Why is the timer on me insted of the casino?

Dear isakhusk262,

Just a quick update, we are still discussing your case with the Kahuna Casino Team to find a suitable solution, so I kindly request your patience.

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.

user on Kahuna, isakhusk262/*******, is adopting a technique to take advantage of the welcome bonus. The player used this method when playing the volatile game, 'Wanted Dead or a Wild' and won huge money.

We have noticed this strategy being used on other casinos in our network and we decline the withdrawal and return the deposit as per T&C:

Bonuses offered by Kahuna Casino are solely intended for genuine recreational players only. Bonus/Promotional abuse or any form of play deemed in our sole discretion to be with the intent of obtaining an advantage over the casino will not be tolerated. 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 wagering requirements to trigger or unlock the feature and collect the accumulated benefits or related winnings.

Player betting patterns and activity are constantly monitored and in case of bonus abuse or use of any strategies to gain an advantage over the casino, Kahuna 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 pending withdrawals or balances, including loyalty points earned, and refund the original deposit. Kahuna Casino can also decide at its own discretion to ban any player from participating in Kahuna Casino’s promotions for a definite or indefinite period of time as decided by Kahuna Casino’s management.

Could you please elucidate the intended meaning behind participating in the game "Wanted: Dead or Wild" for personal gain? I comprehend that employing certain techniques is prohibited, and I want to clarify that I did not employ any such methods. As you mentioned earlier, I have recently achieved substantial monetary success in this game. Consequently, the entire premise appears perplexing to me.

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 isakhusk262,

Despite my best efforts to clarify the situation and multiple urges, the casino team was not able to provide us with the requested evidence to justify their actions, and in the end, stopped responding completely, which leaves us with no other option but to close your complaint as unresolved. I'm afraid there is not much that can be achieved without cooperation from the casino's side.

I understand this is not a satisfactory solution to your issue. However, the decrease in ratings caused by unresolved complaints could help change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. The casino can request to reopen the complaint at any time.

I recommend you contact the Curacao/Antillephone Gaming Authority (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru