Casino claims that I was playing the restricted game with my bonus (Kitty Cash). They have returned my deposit to the balance but confiscated all of my winnings. The issue here is that they have restricted the game when I was already playing it with my bonus! They did it on purpose to confiscate my win as when I started playing it it was not restricted. I would like to ask casino management to return me my win as what they did to me is not fair. It is impossible to check their terms after every spin!

Hello Shqipe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and I found a list of restricted games and Kitty Cash is one of them.

I would like to know if there is any proof, that this game wasn’t restricted, when you played with the bonus.

If yes, please post it here or forward it to my email address [email protected]. Please, forward any relevant communication between you and the casino to my email address too.

Additionally I would like to emphasize, that cases like this are really hard to judge and without good proof we will be forced to reject this complaint.

Best regards,  

Kristina

Dear Shqipe,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.