Kaulana Casino - Jogador acusado de abuso de bônus, sem retirada.

I played the first deposit and didn't even know that I had a bonus it was a huge wager I overcome it. After I get the message

" After an internal investigation, we have detected that you have committed bonus abuse."

I get no responds anymore. Only this is what they sent.

Hello linehan2003,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kaulana 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? What kind of bonus did you claim? Did the casino specify what kind of bonus abuse? Would it be possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

My account is blocked they said nothing specific.

" hello,

After an internal investigation, we have detected that you have committed bonus abuse.

Therefore, your withdrawal request was rejected and the generated winnings were voided. Your initial deposit will be refunded and Management has decided to close your account.

If you have any further questions, concerns or comments, please do not hesitate to contact our customer support team. Welcome deposit bonus I got i never broke any terms.

and yes I am verifed and did get my refund.

Kind regards, 

Payments Cashier "

All the responds I ever got. I will request my playhistory by email and send it forward.

Hello linehan2003,

Based on the e-mail forwarded, I assume that the casino is willing to pay back your deposit, is that right? When did you provide them the requested information?

Yes they paid back the deposit after no reply.

Hello amandaleanneevans,

As we need more information regarding which term did you breach while playing with the bonus, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you linehan2003 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Kaulana Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

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.

Lol this is super funny. Nowhere it stated that I broke any terms.

You can just takes everybody his money like this. You offer I play. If I lose you would not return me the money!

I got my gameplay finally. From this casino shall I add it or mail it to casino guru no rules has been broken.

Thank you for the update linehan2003, you can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

Forwarded it. Can you check if you received it?

Thank you for providing the information linehan2003, I have received the document and will review it shortly. Thank you for your patience during this time!

Dear Kaulana Casino representative, after reviewing the player's gaming history it is clear that the player has not broken any rules of your bonus. Why is the player being punished if they have played a game which is not restricted by the bonus nor have they violated the max bet rule? If you believe betting the maximum allowed bet during the wagering of the bonus is grounds for confiscation of the funds I believe you should change the max bet rule to a lower amount. That being said, we believe the player has not gained any unfair advantage and thus should be paid out their winnings in full. I hope we will be able to come to a compromise on the matter. Thank you in advance for your consideration!

Thank you so much for understanding! Hope the casino does the right thing!

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.