FS Casino - A conta do jogador foi encerrada devido a suposto abuso de bônus.

Dear Casino Guru Team,

I have now received a response from the casino. They informed me that my account was locked due to an alleged violation of Rule 11.8.

The rule states:

"11.8. A player using a strategy, during which he first makes large bets from a real balance (bets on sports, live dealers, virtual sports, etc.) and then switches to casino games to further wager the bonus balance, will be immediately deprived of the current real and bonus balances as well as may get blocked for abuse of bonuses in order to obtain a positive result."

I would like to point out that this rule is extremely vague and unclear.

Yes, I played live casino games before later playing slot games. However, the rule does not clearly define what constitutes a "strategy," what qualifies as a "large bet," or what specific sequence of gameplay is prohibited.

At no point was it clear to me that simply playing live casino games and then switching to slots would be considered bonus abuse or could result in account closure and confiscation of funds.

Furthermore, the casino has not provided any detailed explanation of my alleged violation. They merely referred to Rule 11.8 without specifying:

Which bets were considered "large bets";

Why my gameplay was classified as a prohibited strategy;

How my actions allegedly provided an unfair advantage;

Why the severe penalty of account closure and confiscation was justified.

The purpose of bonus abuse rules should be to prevent players from exploiting promotions through clearly defined abusive techniques. However, this rule appears broad enough to potentially penalize ordinary gameplay behavior.

I respectfully request that the casino provide a detailed explanation of exactly how my gameplay violated Rule 11.8 and why they believe my actions constituted bonus abuse rather than normal casino play.

Thank you for your assistance.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

Dear rinrin8960256,

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.

Dear Attila,

Thank you for your reply.

The bonus I used was a 350% reload bonus with a maximum bonus amount of €1,000. Unfortunately, I no longer have access to my account, and I did not keep a screenshot or link to the promotion, so I am unable to provide those details.

While the bonus was active, I played both live casino games and slot games. I do not remember the exact game titles, as some time has passed since the gameplay. However, I played a normal mix of games available on the platform and did not focus on any particular strategy or exploit.

Regarding my betting style, I generally used consistent stake sizes throughout my gameplay and did not make any significant changes in bet amounts. I also respected the maximum bet limit applicable to bonus play and did not intentionally exceed any restrictions.

My gameplay flow was roughly as follows: I made a deposit, received the reload bonus, played live casino games using my real-money balance, then continued with slot games using the bonus balance, completed the wagering requirements, and continued playing. After that, my account was suddenly closed.

This is why I am struggling to understand the casino's position. The casino refers to Rule 11.8, but I do not believe it was sufficiently clear that simply playing live casino games and later switching to slots would be considered bonus abuse. In my opinion, this is normal gameplay behavior, and the rule does not clearly explain what specific actions would constitute a violation.

Regarding verification, I had not yet completed KYC. At the time, I was in contact with support because my current address differed from the address originally registered on my account, and I was attempting to update my account information before proceeding with verification.

For reference, my deposit amount was approximately €285, and my account balance reached €3,402 before the account was closed.

I am happy to provide any additional information if needed.

Best regards

Thank you very much for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear Attila,

Thank you for your reply.

I have forwarded my email correspondence with the casino regarding this issue to your email address. Please check it when you have a chance.

Thank you for your time and assistance. I look forward to your response.

Best regards

Dear rinrin8960256, thank you for your response.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

As you suggested, I have contacted the casino and requested my complete game history in Excel format.

However, since my account has been blocked, I have no way of accessing or retrieving my game history by myself. If the casino refuses to provide it or simply ignores my request, there is unfortunately nothing further I can do to obtain this information.

If I receive the requested game history from the casino, I will forward it to you immediately.

Thank you for your understanding and assistance.

Hello rinrin8960256,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your response. I would greatly appreciate it if you could please forward the email in which you requested the game history from the casino.

I look forward to your reply.

Dear Attila,

Thank you for your message.

I have forwarded the email in which I requested my game history from the casino. Please check it when you have a chance.

Thank you for your continued assistance. I look forward to your reply.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear rinrin8960256,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite FS Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Good afternoon, Casino Guru team and rinrin8960256,

We have decided to make an exception in your case and, we will proceed with unblocking your account.

However, please note that the following conditions will apply:

You will no longer be eligible to participate in our bonus program.

You will be required to complete the verification process before you can continue playing on our website.

Please ensure that you comply with all applicable Terms and Conditions going forward.

We would also like to make it clear that any further violation of our rules will result in your account being permanently blocked, with no possibility of reinstatement.

We appreciate your understanding and hope that you will continue to use our services responsibly and in accordance with our Terms and Conditions.

Thank you FS Casino for the update!

Dear rinrin8960256,

Do you agree with casino terms? Can I close the complaint as resolved?