Kudos Casino - Player’s bonus winnings have been voided.

Dear SGumen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found (here)

"Players from the following countries must make a cash purchase before they can redeem any non deposit bonuses: Albania, Armenia, Bangladesh, Belarus, Bosnia and Herzegovina, Bulgaria, Croatia, Czech Republic, Hungary, Indai, Indonesia, Latvia, Lithuania, Malaysia, Philippines, Poland, Romania, Serbia, Slovakia, Slovenia, Turkey, Ukraine"

However, I would like to emphasize that in case the restricted countries are not mentioned in terms and conditions or hidden somewhere, the casino should pay the player. Especially, if the bonus has been offered to the player by the casino and not redeemed by the player. Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses."

Please, could you confirm that the bonus offer has been sent to you by the casino? We will contact the casino right after your confirmation. Thank you very much in advance for your reply.

Best regards,

Petronela

I can send my correspondence with the online chat operator.

Yes, of course. My email address is petronela.k@casino.guru.

Thank you very much, SGumen, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear SGumen,

I have read through your complaint as well as the forwarded e-mail and I understand the situation. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Kudos Casino to join this conversation and to participate in the resolution of SGumen’s complaint.

Dear casino team,

As explained above, since SGumen was not only allowed to claim the bonus despite the limitation set out by the Terms and Conditions, but he even received an incentive to claim the bonus, we believe he should also be allowed to withdraw the winnings from the bonus.

Hello,

As stated in the standard terms and conditions of the casino (already referred to by yourselves and the player) it states.....

Players from the following countries must make a cash purchase before they can redeem any non deposit bonuses: Albania, Armenia, Bangladesh, Belarus, Bosnia and Herzegovina, Bulgaria, Croatia, Czech Republic, Hungary, India, Indonesia, Latvia, Lithuania, Malaysia, Philippines, Poland, Romania, Serbia, Slovakia, Slovenia, Turkey, Ukraine.

These standard terms are accepted by players during the process of creating an account. Regardless of whether the system allows a code to be redeemed or not as the code is available to them at a later date after making a purchase.

The standard casino terms and conditions clearly states that this players must make a cash purchase before redeeming a non deposit chip.

If the player had made a deposit prior to redeeming this code then they would have stayed within the terms of the casino.

In this case they did not, they chose to use the bonus already being aware of the terms, if the player was concerned about this we have a 24/7 Customer Support team who they could have contacted to go through. The player again chose not to.

Further more to this....

Kudos Casino may withhold play, winnings or account balances and/or apply charges to your casino account should we, in our sole discretion, determine the account to be fraudulent, or under any of the following circumstances:

• If you hold more than one account, or your account is linked to other accounts

Looking into this player the system is showing 3 linked accounts that have already claimed a coupon in the past, which is also against the terms and conditions.

The casino management stands by its decision to implement the standard casino terms and conditions which are clearly displayed and the player has confirmed they knew of this.

As there were breaches of the casinos standard terms and conditions the funds have been void.

Regards,

Steven

Dear Steven.

With my growing indignation, I re-read your comment regarding my complaint. In the same way, I resented when I had a dialogue with your specialist in the support chat. You, like him, stand your ground and do not recognize the obvious - namely: your violation, as a certified casino, of all written and unwritten rules of gambling, especially in international markets. Your demeanor in particular and the policy of the company as a whole do not lend themselves to any criticism. Your lies and excuses, even here, in front of witnesses, once again prove that your actions are fraudulent.

I'll start with the last one, with your remark about my supposedly connected double accounts in your casino. It's a lie. I am sure that I did not register earlier, specifically at Kudos Casino. There is a possibility of registration in the related casinos of your iNetBet group. I'm afraid you rather mean them. I will answer: - I DO NOT HAVE A SECOND OR THIRD ACCOUNT IN KUDOS CASINO.

I would like to note that everyone has already repeatedly re-read the essence of my claim several times, so I won’t repeat what happened for what, we already know this. Therefore, I will simply ask you as a person with pragmatic and balanced thinking: - FOR WHAT SIGNS AND WHAT MY ACTIONS DO I, AT THE TIME OF REGISTRATION OF A PROFILE IN KUDOS CASINO AND SUBSEQUENT EVENTS WITH THE ISSUANCE OF BONUS CHIPS TO ME AND THEIR SUCCESSFUL WINING, YOUR TEAM SPECIAL AM A RULES BREAKER AND WILL MY WINNINGS BE CONFISCATED? THE CHAT SUPPORT AGENT DIDN'T EVEN HAVE TO ESTABLISH IF I AM REALLY A RESIDENT OF UKRAINE AND CHECK MY DOCKS? I UNDERSTAND THAT TO BE UNDER YOUR RULES I MUST BE A RESIDENT IN ONE OF THE LISTED COUNTRIES. And for example, at the time of registration of the profile in this country, while being a native, for example, the Russian Federation, its citizen and performing official duties at the territory of Ukraine on the address specified in the profile, without preliminary check, do not give you reason to believe that I VIOLATOR. Without making sure of my documents, without the KYC procedure, just smoothly and looked around with me, slandered and absolutely delicately (with me for the first time) arrived brazed, unethical, without proper compliance with customer service rules anulated my honest winnings and threw me away. BY WHAT CRITERIA DID YOU DETERMINE THAT I CONSCIOUSLY WENT TO VIOLATION OF THE RULES?; QUOTING MY LINES FROM CORRESPONDENCE, WHERE ARE THESE FACTS GIVING YOU GROUNDS TO DETERMINE THE NATURE OF MY WRONG ACTIONS? WHO EVER GAVE YOU SUCH A RIGHT TO BELIEVE THAT I PURPOSE TO DECEIVE YOU BY PLAYING WITH THE CHIPS YOU GIVEN?

DESPITE ALL, YOUR REPRESENTATIVE, NOT CONFIRMED OF MY BELONGING TO ONE OF THE PROHIBITED COUNTRIES, UNREASONALLY TAKEN 150 US DOLLARS FROM ME. PLEASE RETURN THEIR BALANCE WITH THE RENEWAL OF THE RIGHT OF WITHDRAWAL.

Thirdly, in fact, I, in turn, determined that some actions of players in your casino are suppressed by the system and are not acceptable. I made such a conclusion when I received a refusal when ordering a bonus coupon found on a third-party site. "You are not allow to redeem this coupon due to the territorial restrictions" - this is exactly the notification I received after the no deposit bonus claim was tedious.

It was not in my mind to deceive or deliberately violate anyone when, 5 minutes later, I opened the Casino Notice in my profile with clear instructions on how to proceed. When I entered the promo code you suggested and when the coupon activated, I was sure that it was legal. Based on the bad experience with the first promotional code, I decided that if this could not be done, then the system simply would not allow this.

Conclusion: from all the scaros described: and not intentionally, does your firm-casino go on such errors in the work of the system, offering bonuses and approve of the players' requests for this bonus (for confirmation of the player's email) to then, in the event of a wager, players, players WE MADE YOU REAL DEPOSITS WHICH, ACCORDING TO THE RULES, WILL NOT BE APPLIED TO A WAGER AT ALL. THE MARKING OF THIS DEPOSIT WILL BE CONSIDERED BY THE CASINO AS A PURELY TECHNICAL MOMENT OF DETERMINING THE METHOD FOR THE FURTHER WITHDRAWAL OF ANY FUNDS FROM THE PLAYER'S BALANCE. SUCH POINT IS CLEARLY AND TRANSPARENTLY WRITTEN BY YOUR RULES.

I will note, by the way, that there are more than one of your rules to still find on the site, so more and legal ambiguity together with the ambiguous subtext of the rules of the program prohibitions from a number of countries suggest me on the thoughts on a specially tricky scheme of the players' layout on obtaining bonuses possible WHEN THE LUCKY WINNER MAKES A CONDITIONAL DEPOSIT, IN ORDER TO THEN INFORM THAT HE IS AN INFRINGEMENT AND CANCEL ALL MONEY, IS NOT EXCLUDED AND TOGETHER WITH THAT DEPOSIT MADE. YOU KNOW THAT. AND THIS IS HERE I MAY HAVE TO STOP A COMMA AND HEAR YOUR ANSWER, MR. STEVEN.

THANK YOU FOR YOUR ATTENTION.

G*** Sergey P***

Thank you, Kudos Casino, SGumen, for the replies.

Dear casino team,

Considering the circumstances of SGumen’s case, including the fact that the bonus he claimed was directly advertised to him, and the system did not stop him from claiming it in any way, despite the fact that he wasn’t eligible for the bonus at the time, I’d like to kindly ask you to review the situation and reconsider the decision in this case.

In regards to the alleged multiple accounts, feel free to forward any evidence that would support your claims to andrej.p@casino.guru.

Thank you very much for supporting the casino players. It is very pleasant that you make decisions according to common sense, deliberately, honestly. I also wanted to note that Kudos Casino has a special service for posting complaints and disputes. I wanted to clarify with the Kudos employees - why, when you go from the Kudos Casino website to the CDS corp. page, in the column "name of the casino" is "Lady Aida" by default? and cannot be changed. All honest RTG casinos indicate their name in this place, but for some reason Kudos Casino excelled here. Along the way, all disputes and complaints will go to the name of another casino, and not to them ... Even here, dear Kudos Casino, you are not acting honestly.

Initially, I expected a different reaction from the expert after describing my case. And therefore, if you still have even an iota of conscience and common sense, I ask you to reconsider your decision and give a chance to be rehabilitated in the eyes of the public by returning my bonus winnings to the balance. Suggest options, please. Thank you.

Sincerely, Sergey G.

Dear SGumen,

Unfortunately, the casino representative stopped responding.

We would like to ask Kudos Casino to react to this complaint. We are extending the timer by 7 days.

As explained earlier, we believe that since SGumen wasn’t eligible for no-deposit bonuses, he should not have had the option to claim one (nor should it be advertised to him). As this was not the case, we believe SGumen should be allowed to withdraw his winnings. Our position on situations like this one is also explained in our Fair gambling codex.

In case the casino refuses to reconsider the decision in this case, this complaint will be closed as ‘Unresolved – Against fair gambling’, which will negatively influence the casino rating.

Hello,

The decision made by the casino management is final and we stand by our position that the casino terms and conditions were breached.

Kindest regards,

Kudos Casino

I ask you to close the complaint due to the inadequacy and impenetrability of this casino. I insist that I am right. I did not break any rules and did not think to break. I wish Kudos Casino a complete ruin and a speedy closure. I haven't come across such scum yet.

Special thanks to the Guru team for their assistance. It is a pity that our common efforts were not crowned with success. All the blame remains entirely with the casino.

I would not recommend this playground to anyone.

Sincerely, Sergey G.

Thank you, Kudos Casino, for the reply.

Dear SGumen,

I apologize, but since the casino is not willing to reconsider its decision in this case, as explained earlier, we are forced to close this complaint as ‘Unresolved – Against fair gambling’.

I am very sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.