Last night I played and won that €9,000. The next morning my account is closed and I can no longer access the casino. I don't know the reason.

Edellis iltana pelasin ja voitin tuon 9000€. Seuraavana aamuna tilini on suljettu enk? p??se en?? kasinolle. Syyt? en tied?.

Dear Marylili,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I better understand the situation.

Could you please explain how long have you been a player in the casino? Were your winnings accumulated using an active onus or not? What games have you been playing in the casino? (slots, live games, multiplayer)?

Thank you very much in advance for your reply.

Best regards,

Tomas

My game account was closed and my funds were confiscated due to misuse of the bonus. Nowhere was it stated that bonuses cannot be bought in slot games. I recycled about €2,000 with bonus purchases, but instead of the amount taken out of that €9,000. and I would have recycled that €2,000 in the right way, they confiscated all my money and my account was closed.

Pelitilini suljettiin ja varani takavarikoitiin bonuksen v??rin k?yt?n takia. Miss??n ei kerrottu ettei bonuksia voi ostaa kolikkopeleiss?. Kierr?tyst? tein bonusostoksilla n.2000€ mutta sen sijaan ett? olisi summa otettu pois tuosta 9000€.ja olisin kierr?tt?nyt tuon 2000€ oikealla tavalla,takavarikoivat kaikki varani ja tilini suljettiin.

Marylili,

Could you please specify what justification the casino used to confiscate your winnings and close your account? Could you please specify which promotional offer is the issue about? Please forward any communication between you and the casino to [email protected]

Dear Marylili, thanks for your message.

Could you explain how high were your bets approximately when you decided to buy the bonus features in the games mentioned in the casino's email to you?

My stakes were €3, €2.50, €1.50, €1 and 80 cents. I knew that the bet cannot exceed €5.

Panokseni olivat 3€ 2,50€ 1,50€ 1€ ja 80cnt. Tiedossani oli ettei panos saa ylitt?? 5€.

Thank you very much, Marylili, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Marylili,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Good evening, Matej and Marylili.

As I have checked this case, this player deposited 50 EUR and received her 1st welcome bonus, which was 50 EUR + 50 Free Spins.

The player activated her 1st deposit bonus at 24-01-2023 20:18:23 (UTC +0)

At 24 -01-2023 20:37:31(UTC +0) this player lost his balance in the game Secret of the Stones, the last bet that was placed, using deposit funds was 0,25 EUR (0,85 was taken from the remain real balance and 1,65 was taken from activated bonus)

After the player lost her deposit, she started to play with provided bonus.

After a thorough gaming session check by our Risk Department, it was reveled that, player placed the following bets, using the bonus:

- 312 EUR were in the game "Money Train 2" on 2023-01-24 at 21:48:46 (UTC 0);

- 312 EUR were in the game "Money Train 2" on 2023-01-24 at 22:47:33 (UTC 0);

- 306 EUR were in the game "Money Train 3" on 2023-01-24 at 22:44:14 (UTC 0);

- 255 EUR were in the game "Money Train 3" on 2023-01-24 at 22:41:54 (UTC 0);

- 156 EUR were in the game "Money Train 2" on 2023-01-24 at 21:46:40 (UTC 0);

- 153 EUR were in the game "Money Train 2" on 2023-01-24 at 22:40:07 (UTC 0);

- 106 EUR were in the game "Lucky Jack - Book Of Rebirth" on 2023-01-24 at 22:01:14 (UTC 0);

- 104 EUR were in the game "Money Train 2" on 2023-01-24 at 21:05:14 (UTC 0);

- 104 EUR were in the game "Money Train 2" on 2023-01-24 at 21:08:29 (UTC 0);

- 104 EUR were in the game "Money Train 2" on 2023-01-24 at 21:50:59 (UTC 0);

- 100 EUR were in the game "Big Wild Buffalo" on 2023-01-24 at 21:56:39 (UTC 0);

- 83 EUR were in the game "Money Train 2" on 2023-01-24 at 22:37:09 (UTC 0);

According to our established Terms and Conditionals and Bonus Terms, that were fully accepted by player during the registration:

4. The maximum bonus bet amount is: €5 or in equivalent.

14. The casino has the right to cancel all bonuses and winnings, as well as to confiscate all money from the account if they were received in an unfair way or in violation of the rules.

Even the player insists that she didn't exceed the maximum bet, it is not correspond to reality because the game that were chosen by player provide the information about total bet amount that will be placed using feature Bonus Buy. I will attach the screenshot.

I truly apologize for this. However, it is player's sole responsibility to check all the rules before starting to use the bonuses.

Kind regards,

Rolling Slots Representative.

Dear casino representative.

From the rules:

4. The maximum bonus bet amount is: €5 or in equivalent.

From the screenshot, the player obviously sees the value of the spin and overall bonus buy value.

Players can usually find the value of each spin in their game log. (regular play)

In this case, I can understand that Marylili could assume from the picture that she will not breach the rule if the value per spin is lower than €5.

I want to suggest the casino specify the bonus rules and fix the situation with bonus buys.

I can completely understand that Marylili made a mistake unintentionally and in good faith because she saw two values and assumed that the bet per spin is the bet value from terms.

Dear Marylili,

I kindly ask you to check an email from our Financial Team.

Dear Matej,

I highly agree with you, we will add additional information in our Bonus Terms to not mislead players in the future.

Best regards,

Rolling Slots Representative.

Dear Marylili,

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.

Things worked out and Kasino returned my money after the misunderstanding was cleared up. So the case was solved.

Asiat selvinneet ja Kasino palautti rahani v??rink?sityksen selvitty?. Tapaus siis ratkesi.

Dear Marylili,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Matej

www.kpvfaw.com