Kudos Casino - Player's winnings were void.

I was given daily Kudos on the 19th- it was $130 with a 19x play through and a max cash out of $2600. Well I made it to the $2600. After I submitted my withdrawal request I received an email from Kudos saying that I had received the $130 because of a system error and that my withdrawal was declined. How is this fair? It was they’d error not mine. I believe that Kudos should have to pay b my e the $2690

Dear kgthomas,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kudos Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Was the casino any more specific about the technical issue? Was it related to your gameplay or account only?

Are you able to review your game history in the casino from the time period you played with the bonus or are you able to request it from the casino?

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,

Tomas

They said that the bonus was given because of system error. I say it’s on them.

It was related to my account not my gameplay.

The above screenshot shows that Kudos approved the $130 to me on the 19th

The above screenshot shows that Kudos originally approved the withdrawal

Did you win from a bonus 'Daily Kudos' that was awarded to you on the 18th? Was 'daily kudos' bonus ever offered to you 2 days in a row?

Yes- u have received Daily Kydis 2 days in a row before.

I guess the ultimate question is- should Kudos be held accountable for the Kudos that they gave me because of the system error? The screenshot above shows that it was given on the first line then approved on the second line. If you go to Trustpilot someone left a review stating that the same exact thing happened to them on 4/19. Same date- same system error excuse.

No- I did not win from the Kudos on the 18th- only the 19th

If the bonus was clearly offered to you by mistake, we would accept the argument of the casino. It's because by accepting this second bonus you didn't risk your own funds.

Could you please forward evidence of the daily kudos being offered to you this way (2 days in a row resulting from a single deposit) in the past?

I don’t have that

Dear kgthomas,

If the bonus was clearly offered to you by mistake with the same amount 2 days in a row and there is no evidence this was a reoccurring event, we would consider the actions of the casino justified.

I am sorry but we cannot ask the casino to pay you these winnings under these circumstances.

Please let me know if there is any other angle we haven't considered, otherwise, we'll close the complaint as unjustified. Looking forward to hearing from you.

I understand.

Dear kgthomas,

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.