I have played at this casino before both with and without bonuses. I have been fully verified and previous withdrawals have been paid out.

The casino has a weekly live casino bonus which I availed of last week. I finished the bonus and accrued a total of €6000. I then went to withdraw €2000 and received later a surprising message:

MESSAGE BEGINS==========================================

We are writing to inform you of an important update regarding your account balance. Following a recent review of your activity related to your pending withdrawal, we have identified a breach and abuse of the bonus terms and conditions. Specifically, you have wagered above the maximum bet amount on multiple occasions while doubling up on bets in Blackjack. This activity increased your total wager per round to 100 EUR, exceeding the allowed limit.

As a result, your account balance has been fortified in accordance with our policies. We strongly encourage you to review our Bonus Terms and Conditions to ensure full compliance in the future.

MESSAGE ENDS============================================

^^^ This relates to term 13 of the bonus which simply states "max bet €50 [and currency equivalents]". (Screenshots available on request.)

Firstly, this rule does not stipulate whether the max bet applies solely to the bet ante or includes doubling up on games such as Blackjack.

Secondly, clearly there is no soft-lock to prevent exceeding the max bet in whatever form it takes.

Thirdly, I seem to recall before starting the bonus that the terms included the line something like "Bets above the maximum are allowed but will not contribute to the bonus wagering." Therefore, it is possible the term changed "after the event" so to speak. However, in fairness, I can only give a 50% probability in terms of my confidence for this.

However, even excluding my third argument above, surely I have a reasonable case to make with the first and second arguments.

After all, my balance has been set to zero, which I think is unfair and I hope Casino Guru can make a case for me here.

Dear dsp99RF,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you're facing with the bonus and withdrawal. I can understand how frustrating it must be when your account balance is adjusted unexpectedly.

To help us fully understand the situation and assist you better, I would like to ask a few additional questions:

• Are you aware of placing any single bet greater than the allowed maximum bet of 50 EUR (or the equivalent in other currencies) during your gameplay, including any bets placed when doubling up on Blackjack? You can find this limit in the bonus terms under "Maximum bet that counts towards wagering requirements" link to the bonus rules.
• Did you notice if there were any warnings or alerts about exceeding the maximum bet during your play, especially when doubling up on Blackjack?
• You mentioned that the terms may have changed "after the event." Could you clarify whether you could view or agree to the bonus terms before starting to play, and if you remember if there was a mention of possible changes to the terms after the bonus was claimed?
• Did you take screenshots of the bonus terms at the time of claiming the bonus, or would you be able to share any proof of what you saw then? If yes, my email address is [email protected].
• Could you please confirm if you have ever experienced similar issues with this casino, or if this is the first time you’ve encountered a problem with the bonus terms?

Your cooperation is crucial for us to proceed with the case and resolve this issue effectively. Without your input, we won’t be able to continue investigating.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hi Petronella

Thank you for trying to help me. To answer your questions:

1. Thanks to the link you provided, I can more readily clarify the third argument I made in my opening summary above (just to confirm, it did NOT include the line of text I originally based off memory: "Bets above the maximum..."). I recall when checking the bonus terms it actually had the line: "Maximum bet that counts towards wagering requirements - 50 EUR..." This is why I was happy to bet 50 EUR per hand (along with the fact that it did not explicitly forbid doubling). However, since then, it appears that they have removed this line for the live casino bonuses.
2. There were no warnings or alerts during any of my play (including Blackjack).
3. I was able to view the terms prior to playing but there was no "agree" button or suchlike. It almost certainly appears likely that the terms changed either while I was playing or afterwards when I made a withdrawal request. In particular the aforementioned line "Maximum bet that counts towards wagering requirements..." was probably removed.
4. Unfortunately I did not take screenshots at the time.
5. This is the first time I have encountered any issues with this casino - bonus related or otherwise.

Regards,

Daniel

Hi dsp99RF,

Thank you very much for your detailed response.

To proceed with resolving this issue, I would like to ask for a few more details:

Changes in Terms:

• When do you believe the terms regarding the maximum bet were changed or modified (approximate date)? Was it after you had started playing, or do you suspect it occurred only when you requested a withdrawal?

Game History:

• Could you please provide your game history in a comprehensive file? This will help us review your activity and better understand the situation.

Thank you in advance for your reply.

Hi Petronella

In response to your requests:

I am unsure when the terms changed. It would have been either during the play session (18 and 19 December 2024), after the play session, or after I had requested a withdrawal (19 December). I assume the most likely case being the latter.

I have checked the game history at the casino and it runs to over 100 pages. There is no download option (csv or otherwise) so to screen print them all would take a long time. Perhaps I could request this information from casino support or you could do so on my behalf. What do you think?

Regards,

Daniel

Hello dsp99RF,

Thank you very much for providing all the necessary information. Based on the details you've shared, I will now transfer your complaint to my colleague, Adam ([email protected]), who can assist you further.

He will also contact the casino to request the game history on your behalf, as I understand it may be difficult to gather the information manually.

I sincerely wish you the best of luck, and I hope your issue is resolved to your satisfaction in the near future.

Hello dsp99RF,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Bullsbet.io Casino to join the conversation and participate in the resolution of this complaint.

Dear Bullsbet.io Casino,

Can you please provide some further information about the player's forfeited balance? Please also provide the player's game history for the relevant period for us to review, it can be sent to my email ([email protected])

Kind regards,

Adam

Hello dsp99RF,

I have made contact with the casino representative via Skype and the case is being discussed. I will post further when I have more information for you.

Kind regards,

Adam

Dear dsp99RF,

This case is still being discussed with the casino representative, and more time is required to bring the complaint to a conclusion. I will extend the timer, and post again with an update shortly.

Kind regards,

Adam

Hello Adam and dsp99RF

After a thorough review of your case with the help of Adam as well, we have determined that your gameplay violated our bonus terms and conditions.

Specifically the following:

1.Maximum Bet Violation

While playing blackjack, you placed bets exceeding the maximum bet of €50. This occurred through doubling down and splitting, resulting in total bets of up to €100 per round and winnings of €200 per round, effectively doubling your wagering progression. Our terms explicitly state that the maximum bet is €50. While interpretations may vary regarding whether this limit applies to additional bets from splitting or doubling down, your actions knowingly exceeded the allowed limit.

2.Awareness

You were aware of the maximum bet restriction. If there was any uncertainty regarding whether additional bets violated the bonus terms, you could have contacted customer support for clarification. Instead, you repeatedly chose to double down and split hands across multiple rounds, even in scenarios where a different strategy would have been the expected outcome.

Additionally, you raised concerns regarding the locks that were in place early 2024, which prevented high-stakes bets. These locks were removed.

3.Bonus Abuse

More than half of your wagering progress was achieved through these actions which constitutes a breach of our bonus terms. This approach allowed for an unfair acceleration of wagering requirements, as the system counted the total bets towards the wagering despite them being extensions of the initial hand. While the specific wording of the maximum bet rule may be open to interpretation, the underlying behavior clearly exploited the wagering process.

Our Position and Resolution

We are committed to enforcing our terms and conditions consistently to maintain fairness and integrity within our bonus system. Permitting violations of bonus rules would create an unfair advantage and undermine this commitment.

As per our General Terms and Conditions and the Bonus section, winnings derived from bets that violated the bonus terms and system cannot be honored. However, as a goodwill gesture, we are prepared to return your initial deposit.

If you disagree with this resolution, we are open to escalating the matter to our regulator or an Alternative Dispute Resolution (ADR) if you prefer.

We understand that this outcome may not be what you had hoped for, but we remain committed to resolving this matter professionally. Please let us know how you would like to proceed.

Best regards

Thank you for your response, Bullsbet.io.

Dear dsp99RF,

As mentioned, this case has been discussed at length both internally and with the casino representative, and we have concluded that we do not agree that the bets in question are a sufficient reason for the confiscation of your winnings. As we have explained to the casino, we believe that all of the bets mentioned should have been considered to be separate bets, especially considering that there is no mention in the relevant terms and conditions to explain that these bets would be counted in this way. Additionally, we believe it is best to enforce maximum bet limits via the software wherever possible. We therefore recommended that your winnings be reinstated in full.

However, the casino wishes to maintain its position and has offered the return of your deposit as a resolution to the situation. Should you agree with this as a resolution, we will consider the complaint to be resolved. If you do not, and no resolution can be found, the complaint will be closed as unresolved.

Kind regards,

Adam

Dear Adam

Thank you for trying to help, but I am obviously unhappy with the outcome.

Do you think there would be any merit in me complaining to the regulator as Bullsbet have suggested?

Regards,

Daniel

Dear dsp99RF,

I appreciate your views. I am currently waiting for a further response from the casino after letting them know your decision, and I will post a final update shortly.

The casino operates with a license granted by the Curacao Gaming Control Board. This regulator states that they do not resolve individual disputes between players and gaming operators, so I would only contact them as a last resort.

Kind regards,

Adam

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.

Dear dsp99RF,

We are still trying to resolve this situation with the casino representative, but as they are currently away we will need to extend the timer.

I hope to have more information for you soon, and will post as soon as I do.

Kind regards,

Adam

Hello dsp99RF and Adam

We are aware that you have been discussing the case with our representative.

Please extent the timer and our colleague will continue the dialogue with you upon return next week.

Hello Bullsbet.io Casino,

Thank you for your response, we will extend the timer as requested.

Kind regards,

Adam

Dear dsp99RF,

The casino representative has informed me that your balance has now been reinstated. You will need to complete the KYC procedure again first, and will then be able to make a withdrawal using the same payment method you used to deposit.

Can you please confirm this for me?

Kind regards,

Adam

Hello Adam

Good day.

The balance has been re-instated.

The player needs to re-verify his account and proceed with his withdrawal request as normal.

Best Regards

Thank you Adam and Bullsbet.

I can see the balance restored on my account so that is good news!

I will attend to the re-verification at the earliest and keep you updated.

Regards,

Daniel

Hello dsp99RF,

Thankyou for letting us know, please do keep us updated on your verification/withdrawal and when completed we will close the complaint as 'Resolved'.

Kind regards,

Adam

Dear dsp99RF,

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.

Hello dsp99RF,

Do you have any updates for us?

Kind regards,

Adam

Hi

Apologies for the delay. I have been attempting to complete the KYC but have had a minor technical issue which I am sure will be resolved quickly.

Hello dsp99RF,

Thank you for letting us know. We will wait for further updates from you.

Kind regards,

Adam

KYC sorted and two successful withdrawals. I am therefore happy to close this case as resolved.

Thank you Adam and Bullsbet for this satisfactory outcome.

Dear dsp99RF,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Adam