Kudos Casino - The player's winnings were voided.

I played on a free bonus, and one over $600. They advised me that you could not play the live dealer games on that free bonus. So they ended up I guess, resetting my account with those funds , or some of those funds available anyways. I started again with just over $70 in my account and ended up winning over $300 and attempted to make another withdraw. However I was advised that I was not supposed to play in the live dealer once more though I thought I had completed the place through because it did not show on my account. It showed the funds were fully able to be withdrawn. So they reset my account once more, and I ended up winning just over $300 now After they reset my account again.. Pernow I had it OK through a customer service agent via email saying that everything was clear and that I was going to be able to make a withdrawal. Now they're back tracking and not letting me make that withdraw. I have screenshots in what not To prove it.

Hello L9stS0ul,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kudos 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 is yes, since when exactly? How much is your current casino balance? Were you playing live games for the second time only after the wagering has been finished? When was the last time you contacted the casino and what was their respond?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

I've Added a couple screenshots, of which should answer most of your questions. However, I would simply add that other casino sites do not allow you the ability to transfer money over into the live game account. So I'm not exactly sure what's wrong with their system of which obviously allowed me to do so. Secondly, initially they reduced my $600+ winnings to $70-something, which made me believe i wasn't attached to a bonus anymore. Then i won $300+ and attempted to withdraw 280, thus finding out i had apparently broken the rules again. Now the reduce my account to 0. I've only received a cashback amount of 9.52....?

Other than this sudden return, I've got nothing, they cleared the remaining balance I had in my account for whatever reason. They never advised me as to any type of resolution other than I broke a rule being in the live game session. Even after the fact, those emails show that a customer service representative towards the end, led on the fact that I was going to be able to make a withdraw -

Please let me know if you have any more questions, I'll be happy to answer them.

Hello L9stS0ul,

Is it possible to forward your betting history to nikolas.b@casino.guru for further review?

Hello L9stS0ul,

This seems more like a deposit or transaction history. Isn't there actually a sheet where it shows how much did you bet/how many times?

No. That's all I have access to.

Thank you L9stS0ul for the information provided so far. As we will need more details from the casino, your complaint will be now forwarded to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear L9stS0ul,

I am so sorry to hear your winnings were voided. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Kudos Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Kudos Casino,

Could you please state why the player's winnings were confiscated?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 in question received $76.02 in First Day Kudos Credits, Kudos Credits are classed as a non cash bonus. The player also mixed these funds with a Free Spin code and then transferred parts of these funds directly across to our Live Dealer games in several transactions.

As clearly stated in the terms and conditions of the casino; "Unless specifically stated otherwise you can only play our Live Dealer casino with a clean cash deposit."

As the winnings were not made from the player making a clean cash deposit but rather made from 2 non cash bonuses the winnings were void due to a breach of the aforementioned terms and conditions.

We contacted the player about this in an email;

"When we came across to review your payout request, the accounts team noticed that you have combined the First Day Kudos credits with free spins when playing in the casino. This is against our terms and conditions and under these circumstances all subsequent play will be viewed as bonus play and any maximum cashout restrictions will apply. 

Furthermore, you can only play our Live Dealer casino with a clean cash deposit and while playing with Kudos Credits you must keep your bets at 25% or less than the original credit amount to a maximum of $10. In this case, you placed multiple $20.00 bets when playing BlackJack. 

As you can understand we cannot unfortunately pay out on this win and we returned the $76.02 First Day Kudos back to your casino balance so you can play these funds correctly." 

As a gesture of good will we let the player keep the $76.02 Kudos Credits for them to play on games that were permitted with this bonus. However, the player then went straight back in to play the live dealer games and transferred the entirety of the $76.02 back in to the live dealer games.

The player then attempted to withdraw funds from this but as he had broken the same term again the winnings were void as per the reasons above in that he did not play Live Dealer games with a clean cash deposit.

We advise all players to make sure they have read and fully understood the terms and conditions of the casino before they place any bets and we also have a 24/7 customer support team to assist with any questions players may have.

Kindest regards,

Kudos Casino

Dear Kudos Casino,

Thank you for your response and the information provided.

Dear L9stS0ul,

Can you confirm this information provided by the casino representative?

Kind regards,

Stefan

Dear L9stS0ul,

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.

☝️ This. 🫡

Dear Kudos Casino,

We believe playing restricted games shouldn't be a reason to confiscate players' winnings. If the casino doesn't want players to play certain games while the bonus is in play, they should implement a block of these games or lower the wagering contribution of these games to 0%.

We kindly ask you to consider paying the player or setting the wagering to the initial state before playing live games.

I hope we can come to a mutual agreement.

Kind regards,

Stefan

Moreover, I would respectfully suggest advising your customer service agents not to imply a situation is okay when, APPARENTLY, it is not. They said no live dealer after I assumed I had played through an amount of which I believe would've washed everything clean (1X any winnings accumulated from Live Dealer games). Which was the reasoning of me asking such question...

Hi Stefan,

Thank you for your response.

The customer was not playing credit and not a coupon. Our casino admin systems unfortunately do not have the functionality to set game restrictions on credits.

Also, we cannot allow players to play the live dealer games with non-cash as we have to pay royalties to the live dealer system as a percentage of losses. If a player spends bonus money on the live dealers we still have to pay a percentage even though we have made no money.

As such we have stated clearly in our terms of use that customers can only play live dealers with clean cash deposits.

Finally, after we voided the first win for playing live dealers we explained the reason and returned the credit to customer to play on literally any of our other games. He then went and played live dealers again.

Kind Regards

Kudos

Dear Kudos Casino,

I understand, but we still believe that from our point of view, the player should be paid or returned to the initial state of wagering the bonus.

Thank you very much for your understanding.

Kind regards,

Stefan

Hi Stefan,

We already returned the player to the initial state of wagering the bonus. We explained the rules of the promotion to the customer and he did not adhere to them again.

Kind Regards

Kudos

Dear L9stS0ul,

The casino warned you that you cannot bet on the live game with bonus money, they returned the bonus to its original state, and still, you went to play the live games again. We agree with the casino's procedure since they cannot restore the bonus forever.

Dear Kudos Casino,

Could you please state if the kudos credits have real money value?

Kind regards,

Stefan

Hi Stefan, Kudos Credits are non redeemable and have no cash value.

Dear L9stS0ul,

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.

This remains my issue. This conversation was AFTER the 2nd infraction of playing in the Live Dealer, due to me thinking I had cleared the necessary bonus money.

After this moment, 3 things occurred:

1. I had no longer played the Live Dealer. I ended up having a significant amount of bonus money that still needed to be played.

2. I had asked CLEARLY if, from that moment forward if I would still be eligible for withdrawal. In this photo once more provided, it is advised I needed to play 10 times the amount I had at that current moment and everything would be good I would be eligible for a withdrawal.

3. I had sent an email requesting my withdrawal once more, was led on to believe that I was going to be receiving this withdrawal, and then it systematically got deconstructed and disappeared. No explanation.

As far as I'm concerned, a business should be holding true to whatever their customer service representatives are explaining and advising to their customers.

Dear Kudos Casino,

Could you please provide us with the player's game log? Where will it be possible to see that he has violated the excluded games a second time? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

Hi Stefan,

Here is a screenshot from our admin. You can see the credit for $76.02 being added and then the full amount being withdrawn to the live dealer games.

Dear Kudos Casino,

Could you please provide us with the game log from the date the player made the first deposit? You attached just the partial transaction history. You can send it to my email address stefan.m@casino.guru.

Could you please state if the player has gained any advantage by playing the live dealer games with the active kudos bonus?

Thank you very much in advance.

Kind regards,

Stefan

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.

Hi Stefan, I provided the requested information via email on May 16th, do you need me to resend?

Dear Kudos Casino,

Thank you for the reminder. I have received your email.

Dear L9stS0ul,

I have reviewed the game log and have found out you have violated the max rule at least eight times.

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.

Kindest regards,

Stefan