Onedun Casino - Player's bonus balance has been confiscated.

I was playing with a bonus at this casino and suddenly my balance was zero.

I checked with the casino and they explained that I had voluntarily cancelled my bonus, but there was no reason for them to do that.

The casino says they will investigate this glitch, but months have passed and no progress has been made.

The users want the glitch resolved, not an investigation into the cause, and the amount of the last minute bonus is known.

I would like the casino guru to set a deadline for the investigation and order the casino to make it up to them if they fail to meet it.

Hello andandjonnyx,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Onedun 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 if yes, since when exactly? is it possible to prove that you did not cancel the bonus on your own? When was the last time you spoke to the casino and what was it about? Please forward your betting history to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

The account has been verified for several months.

The bonus was 3500€ just before it disappeared. There is no reason to cancel it myself in the first place.

I keep asking about the progress of the investigation of the error with the casino, but they keep saying the same thing for months.

I never asked about the cause of the error in the first place, and I would like the casino guru to decide when to finish the investigation, as long as I get my bonus restored, that's all that matters.

Hello andandjonnyx,

Unfortunately, there is no way to prove that you did not cancel your bonus therefore we can't force the casino to do anything regarding this matter. If you have any official confirmation from the casino in which they admit that the issue was on their side, please forward it to nikolas.b@casino.guru otherwise we will be forced to reject the complaint.

The casino understands that I did not cancel and is currently investigating the cause.

However, since that investigation is taking several months, I would like the casino guru to act as an intermediary and set a deadline.

For the time being, please allow me to invite the casino's representative here to give an interim report.

Hello andandjonnyx,

If you have such evidence supporting your claim, please forward it to nikolas.b@casino.guru.

The casino claims that after I played my last game I jumped to the bonus tab and cancelled.

However, I checked google activity and no access to the bonus tab existed during the time the bonus was lost.

(only games and transactions)

The evidence is contradictory and the casino representative will not provide me with access history of my cancellation.

I would like to call them here and have them submit it.

We have submitted some evidence to the casino that we did not cancel ourselves, but the casino claims that it may have been faked.

If that were the case, it would mean that the casino's evidence of cancellations could also be fabricated, but before that, the casino would not show any evidence of cancellations.

Maybe a casino guru representative can see it , so please call them up here and have them present the evidence and compare the two pieces of evidence.

Also, this bonus should have been about $1000 at first, but we increased it to about $4000.

Therefore, the situation was such that the bonus could have easily been cashed in, and there is no reason for the casino to cancel itself.

On the other hand, from the casino's point of view, there is a good reason to cancel.

Please make your decision based on the evidence submitted by both parties and the reason for the cancellation.

Hello andandjonnyx,

Unfortunately, your history can't be considered as a proof as you can delete it anytime one by one. Is it possible for you to forward the betting history downloaded from the casino?

The google activity I use cannot be deleted, unlike the history.

Its reliability is guaranteed by google.

This is the betting history just before the bonus disappears.

I want you to pay attention to the left.

This is a betting ID including all users in this casino, but my bets are consecutive, indicating that I was playing this game at a very high tempo.

This is the game description at the time the bonus disappeared.

I kept playing the game all the time and my mouse kept hitting the gameplay buttons.

Despite having a sufficient balance, I got an error saying that I had no balance and I wondered why, so I checked my account and found that my bonus had disappeared.

Thank you andandjonnyx for all the information provided. To clarify the situation regarding this matter with the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello andandjonnyx,

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

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

Dear Onedun Casino,

Could you please update us on the investigation regarding the player's alleged self-cancellation of the bonus? If this information cannot be disclosed publicly, kindly forward it to me at michal.k@casino.guru

I would appreciate it if you could provide us with an estimated completion date for the investigation.

Dear Michal,

I just sent a message to your email (michal.k@casino.guru) with a full explanation of this situation.

Hopefully, it will be enough to indicate our position in this matter.

Feel free to ask if you need further cooperation from the OneDun side.

The procedure for manually removing bonuses is not easy.

First, you must go to your account page.

https://onedun.com/account/profile/main

Next, from there you need to go to the Promotions tab.

https://onedun.com/account/promo

And this is where you would cancel the bonus,

You will be asked to confirm that you really want to delete it.

The bonus cannot be deleted from the game screen.

As you can see from the image I submitted, I kept playing the game for the entire time in question.

After checking the activity, there is no evidence that such a complicated procedure was followed during the relevant time.

The fact that he cancelled his 1000€ bonus after increasing it to almost 4000€ is too unnatural and without any motive.

Translated with DeepL.com (free version)

Thank you for your email, Onedun Casino Team. I have replied back with some additional questions.

Dea andandjonnyx,

Have you opened multiple Tabs in your browser while playing in One Dun Casino with the bonus? If you did, have you clicked (even unintentionally) on the "cancelation" button in one of the Tabs?

At least at the time the bonus disappeared, I did not have multiple tabs open.

I didn't click on them in the first place, which is why I am submitting this complaint.

As I explained, it is impossible to click the cancel button by accident, it must go through page transitions and confirmation.

If you look at my game history, you can see that the game was probably running every two or three seconds.

During that time, such a complex procedure, specifically

(1) Open the account page in a new tab

(2) Jump to the bonus page

(3) Click the button to cancel the bonus

(4) Click on the confirmation that appears, and click on that too.

(5) Return to the game screen and continue playing.

It is physically impractical and makes no sense to perform the following.

Dear Michal,

A full situation explanation with additional requested evidence indicating that the player canceled the bonus himself has been provided to your email.

Casino OneDun has the sole right to decide whether to restore the bonus in case the player rejects the bonus himself (accidentally or knowingly).

In this case, the bonus is not refundable due to the high ratio of bonuses the player received to the deposit amount made and the evidence provided that the bonus balance was zeroed not on the Casino's part.

Best regards,

OneDun Casino Representative

Please post that process here as I will compare it to my PC logs and verify that it is physically possible to cancel.

Since the coordinates of the mouse cursor were fixed on that day, it is impossible to click on more than one coordinate.

Thank you for all your messages with information and supporting evidence, Onedun Casino Team.

Dear andandjonnyx,

Although I understand you likely had no motivation to cancel the bonus, especially given the quite high amount involved, we know from experience that you primarily play with bonuses at most casinos. Based on the evidence we received, even if it was a mistake or a misclick, the cancellation of the bonus was indeed initiated by you according to your activity log from the casino.

The last gameplay activity with a bonus, as shown in the screenshot you provided (bet ID 2144316), was followed by the bonus cancellation (transaction ID 2144318).

If I understand it correctly, the most likely scenario was this:

While engaged in a game of Dice, you, without exiting the game, proceeded to open a new browser tab to check the remaining amount for wagering on the active bonus and accidentally, by a misclick, declined the bonus. This type of occurrence is not uncommon in our experience, as a single unfortunate misclick can easily cancel the bonus without any further confirmation of this action.

I am not saying that this is what happened for sure, but according to your activity log, this is the most likely scenario.

The Google activity you provided cannot be utilized as evidence, as it contradicts your actual activity log in the casino, which holds more weight since it is directly and purely linked to your casino account activity rather than your entire PC.

Under these circumstances, I regret to inform you that I cannot offer any further assistance regarding this issue. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to the established rules to which you agreed when creating your account.

Please let me know If I can assist you with anything else.

Bonus cancellations are subject to confirmation and cannot be cancelled due to a click error.

It takes at least a few clicks, and even if intentional, it is impossible in a couple of seconds.

Also, at the time I had fixed mouse coordinates so that I could not touch anything but the game.

At the time I was out of my seat playing autoplay and did not check for bonuses.

When I returned to my seat, I saw the situation I submitted earlier, which was an error even though I had a balance.

If the activities provided by Google are unreliable, then the activities provided by the casino must also be unreliable.

At least I know that my activity is accurate if you contact the Google representative.

Windows logs may also attest to the fact that mouse coordinates were fixed at the time.

Can you prove that the activity submitted by the casino is not a fabrication?

Anyway, please show me the activity submitted by the casino.

Dear andandjonnyx,

As I mentioned previously, I understand you most likely had no motivation to cancel the bonus, but as I have pointed out, the cancellation of the bonus was indeed initiated from the player's side (you) according to your activity log from the casino. The Google activity you provided cannot be utilized as evidence because it can be edited by you and not surprisingly it contradicts your actual activity log in the casino. The actual activity log holds more weight since it is directly and purely linked to your casino account activity rather than your entire PC.

I understand your desire to receive the evidence, but as I have already informed you on multiple occasions previously we cannot share sensitive information we receive from the involved parties due to our privacy policy as it can be misused in the future.

You have freely submitted your complaint on our forum on your initiative and I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, as I have informed you, based on the actual activity log from the casino the cancelation of the bonus was indeed initiated from the player's side (you).

I know from experience that you tend to see every situation you find yourself in only from your perspective and it is your right to disagree with our decision, but as this is not the first occurrence you question our judgments, I'm wondering why you constantly ask us to help you? If you believe other services may better meet your expectations, please feel free to explore those options.

Anyway, as I have informed you, based on the actual activity log from the casino the cancelation of the bonus was initiated from the layer's side (you) and I cannot help you any further with this.

This complaint can be closed either as resolved or as rejected, so please let me know (without any unnecessary or irrelevant comments) if the situation has been addressed.

If the issue is not resolved here, we contact another outside agency or licensee, and there have been cases where that has resolved the issue.

But for this to happen, the casino guru needs to be cooperative.

Please send them to me, as the issue is whether the activity itself submitted by the casino is uneditable in the first place.

To have a contradiction is to have one of them be false.

As for my activity not being edited, you can contact google to find out.

What agency can prove that casino activity has not been edited?

The licensee will contact google and the agency that guarantees the legitimacy of the casino's activity to make a determination.

For this purpose, it is necessary to clarify what kind of medium the casino activity is in the first place and who guarantees its authenticity.

Dear andandjonnyx,

Your response has once again proved that there is no point in prolonging the conversation with you when we have already provided our perspective on the situation based on the evidence we received.

I will now close your complaint as rejected.

Feel free to reach out to other services to help you with this case or contact the licensing authority (Gaming Curaçao Authority at complaints@gaming-curacao.com) and submit a complaint to them. Please let me know how they responded (michal.k@casino.guru).

I wish I could be of more help.

Best regards,

Michal

Casino Guru