The player from Germany had won €9,900.00 at an online casino but the casino had accused him of breaching the rules. As a goodwill gesture, the casino transferred €1,000 to him and permanently blocked his account. The player had understood that the maximum payout under the bonus conditions was €3,000, and therefore, he believed he should have received an additional €2,000. The casino had claimed that the player had violated the "maximum allowed bet" rule. However, after reviewing the evidence, the Complaints Team found that the casino had incorrectly applied the maximum bet rule from a previous bonus to the player's most recent one. Despite the Complaints Team's efforts, the casino had refused to change its position. The player had been advised to contact Curacao Antillephone N.V., the Gaming Authority, for further assistance.
Kaulana Casino - Player's winnings confiscated and account closed.
Black points: 2202
Amount: €2,000
Kaulana Casino
Safety Index:Very lowUnreasonable excuse
UNRESOLVED
Case summary
I deposited €300.00 and had a bonus available in my account.
I therefore activated and deposited this bonus. I then won a total of €9,900.00.
I have now been informed that I have broken the rules and therefore the amount will not be paid out.
As a goodwill gesture, they manually transferred EUR 1,000 to me and permanently blocked my account.
The email from the casino to me said the following:
1.)
1.27 There is a maximum amount of money won with the help of any given bonus unless other stated that can be withdrawn. This amount equals 10 (ten) times the original deposit made to claim the bonus. Any winnings above this amount will be subtracted from the account. All winnings up to € 10 000 (or equivalent in other currency), Kahuna casino reserve the right to split the withdrawal on weekly payments. All winnings above € 10 001 (or equivalent in other currency), Kahuna casino reserve the right to split the withdrawal on monthly payments.
My comment: I accept the decision that only 10x the deposit amount, i.e. a maximum of EUR 3,000, will be paid out.
2.)
1.23 The maximum bet with active bonus €/$ 5.00, 50 SEK/NOK or 10% of their current available balance (whichever is lower) on a given round or spin when using bonuses or winnings generated from bonuses (but the 10% rule does not apply to bet sizes under €/$ 0.50, 5 SEK/NOK). Betting a larger proportion of one’s balance on a single round or game can lead to the voiding of this particular bonus and winnings and voiding of subsequent bonuses and winnings. Repeated abuse can lead to account termination and confiscation of balances.
My comment: I know this rule from the casino, as I have already made several withdrawals. I paid close attention to this and never bet over €5.00, nor did I disregard the 10% rule. Definitely not.
3.)
All the bonuses and promotional offers are intended for recreational purpose only and to extend the game play and pleasure of players. Players can win and withdraw these winnings but the bonuses and rewards should not be used to gain an unfair advantage over the casino or exploited in a way to guarantee a profit from the games. Such form of play will lead to the player being banned, all winnings being voided and can lead to the confiscation of remaining balances.
My comment: I didn't notice too many bonus offers. In fact, I didn't even use the casino for a while. It is also true that I did not ask for this bonus, but that it was made available to me by the casino.
Summary:
I have received EUR 1,000 from goodwill. However, I only consider it fair if I am also paid the remaining EUR 2,000. I have not violated any bonus conditions.
Dear mikejonesmaen,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify which bonus you activated? If possible, please post here a link or promo code you used to activate the offer.
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Hello Kristina,
Enclosed you will find the promotion in which I took part. I used the 50% bonus, which can be used 3x a week. As can be seen from the promotion, the casino even advertises up to 45 bonuses from December 1st. - 25.12. to perceive.
Thank you very much, mikejonesmaen, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hi mikejonesmaen,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Kahuna Casino to join this conversation and share more information regarding the case.
Could you kindly provide your thoughts on the player's matter? Was the player discovered to have violated the "maximum allowed bet" rule? If not, why has only 1,000 EUR been issued as a payout?
Thank you.
Best regards,
Tomas
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.
Hello! The player breached section 1.23 of our bonus terms and conditions. He repeatedly bet over 10% of his balance while playing with a bonus that resulted in the voiding of his winnings. He is also not eligible for the x10 bonus amount cash out due to the violation but he was still put into consideration and the casino gave him 1000 EUR as goodwill instead of voiding the whole amount. Screenshots are available via email.
I know your casino's 10% rule and I'm 100% sure I didn't violate it. My balance was always at least over 100 euros and my stake was always 5.00 euros. For this reason I cannot have violated this bonus rule. I ask for screenshots to prove my wrongdoing.
Dear Kahuna Casino,
If that is the case, can you please provide evidence confirming your decision? The best choice would be to send the player's game log while he was playing with the bonus so that I could see the maximum bet breach.
Kindly forward the relevant evidence to my email address: tomas.k@casino.guru
Thank you.
I ask you to look carefully at the relevant evidence from the casino to see whether the correct (= last) bonus is cited as evidence of my failure to comply with the 10% rule. It may be that previous bonuses on my part were lost, so that I then placed higher bets in order to lose the bonus.
When it comes to the bonus in question, I am 100% sure that I did not violate this 10% rule. So I ask you, Tomas, to check carefully that the casino is sending the correct (=last, disputed) bonus as proof and not another bonus. This should be verifiable and then I am very, very sure that I have not violated this rule because - as I said - I know this rule from the casino and have paid close attention to it. I see it as an excuse from the casino not to have to pay out.
Hi mikejonesmaen,
In order to proceed with the investigation, can you please confirm when you have played the disputed bonus? Could you specify the time frame?
Thank you.
Hello,
but of course - I made the deposit according to the transaction as follows:
"2023-12-14 - 13:26:40"
Shortly afterwards, at 4:06 p.m., I made the withdrawals. The game and the bonus in question took place during this period. As proof I would have screenshots of the relevant emails from the casino (deposit confirmation, withdrawal confirmations).
So, am I correct that you took the disputed bonus on the 14th of December? Additionally, can you also remember the previous bonus taken?
Correct, the disputed bonus (which corresponds to my last deposit) was December 14th, 2023, 1:26:40 p.m.
I can also remember the bonus I used previously based on the deposit confirmation from Kahuna via email, which was on December 11, 2023. On that day, three deposits were made (presumably using a bonus offered to me by the casino became). I had no luck with this deposit or bonus on December 11th and lost the bonus.
As far as I remember, I actually lost the bonus I had previously claimed (December 11th) because of the 10% rule, as I always play with a stake of €5. As soon as my account balance in the casino drops to €50, I know that I either a) have to lower my stake or b) I essentially "give up" and have understood that I have lost. This is precisely because of the said 10% rule. On December 11th I decided on option b) and simply wanted to "lose quickly" so that the bonus would be lost.
But none of this has anything to do with the disputed bonus on December 14, 2023. Here I am absolutely sure that I have not violated this rule, as I have never had an account balance of less than €50.
I hope I was able to explain everything properly, otherwise I would be happy to provide further help. Thank you.
Can you please forward the relevant evidence you have mentioned above to my email address? (tomas.k@casino.guru)
Thank you.
Hello,
I just sent you the screenshots with a description. If you need anything more, please let me know. If you would like proof of the casino account balance, I must inform you that my account has been blocked and I therefore have no access to it.
Dear mikejonesmaen,
I'm sorry to inform you that the casino has refused to change its position, despite the fact that you did not violate its bonus policy. Your statements are all accurate. The casino applied the maximum bet rule from your previous bonus to your most recent one, which we believe is unacceptable. We will be imposing a significant penalty on the casino for this. Please know that I did my best to negotiate the matter, but unfortunately, I was unable to succeed.
I strongly recommend contacting Curacao Antillephone N.V. (complaints@gaminglicences.com) and submitting a complaint to them. The Gaming Authority has more options and tools to help players.
Let me know how they responded (tomas.k@casino.guru). I wish I could be of more help.
Best regards,
Tomas
Casino.Guru
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