Complaint #19 Kudos Casino

Failure to honor my withdrawal due to unjustified allegations

By mayjqq

8 years ago

I am a newer player at Kudos, deposited a several times with no luck. Then decided to deposit $100 and try blackjack. I got lucky and won several hundred eventually topping out at $1000, decided to withdrawal. The verification process went very smooth, no issues, then received 2 emails saying my withdrawal was approved and then processed. I talked to customer service about the timeframe for receiving my check and was told 7-10 days, fine no problem. After waiting little more than 10 days, I talked to customer service to see if they had any information on the tracking of my check, I was told on Tuesday the 28th of November that my check was being dispatched today and that the “withdrawal team “ would contact me with details. Within 2 hours I receive an email saying my IP Address is the same as some other people who have defrauded them in the past. A total and complete fabrication by Kudos to just not pay me. I belong to probably 75 casinos and have never been accused of defrauding any casino I’ve dealt with. I have never been cheated by any casino I’ve played at. This is either a mistake that Kudos will eventually admit or this casino is a total scam and rogue casino. So I ask for your help at Askgamblers to intervene and help me to get the winnings I earned fair and square. Also they deactivated my account. Thanks for your service.
Michael

Disputed Casino Kudos Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

8 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Kudos Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Kudos Casino.

Kudos Casino

• Representative

8 years ago

The complainants account was flagged up by our proprietary security system for being linked to multiple player accounts that had previously participated in fraudulent activity and which had subsequently been banned from the casino. Upon investigation our findings showed that these accounts were linked via the same IP address. Therefore, the decision was taken by the management team to void the winnings as per the casinos terms and conditions, please see below.

Kudos Casino reserves the right to withhold play, void any winnings, withhold any balance and/or apply charges to your Casino account should Kudos Casino in its sole discretion determine the account to be fraudulent, or under any of the following circumstances:
• If you hold more than one account, or your account is linked to other accounts
• If the name on your Casino account does not match any credit card or other funding source used on the account
• If the signature on your Verification Form does not match your credit card and/or verification documents.
• If you provide false, incorrect or misleading information when opening your Casino account.
• If you are not of legal age in the jurisdiction where you reside.
• If you reside in a jurisdiction, where law prohibits the use and participation of such games.
• If you have allowed or permitted (purposely or not) another party access to your Casino account.
• If you have reversed or charged back any of your purchases on your Casino account.
If you are found cheating or if it is determined by Kudos Casino that you have disrupted the natural randomness of the Games.
• If you are involved in any form of automated, commercial, collusion or syndicate play.
• If Kudos Casino should become aware that you have played at any other online casino under any of the circumstances set out above.

AskGamblers

• Support Team

8 years ago

AskGamblers Complaints Team requested additional evidence and information from the Kudos Casino team due to that fact we considered the information and proofs they presented so far as not justified enough to confirm the accusations against player.

Kudos Casino

• Representative

8 years ago

Hi, the requested information will be sent shortly.

Kudos Casino Complaint Stats

Resolved 17 / 21

Avg. Amount $1,160

Avg. Complaint Duration 12 days

Avg. Response Time 2 days

Kudos Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 15 out of 17 complaints in this category have been resolved.

This operator's average complaint duration is 12 days, while the average duration across all operators is 8 days.

Kudos Casino Complaints

See all complaints for this casino

Unfair payout practices

I deposited via Cash App without bonus. I played and won $800 withdrawable, which I requested payout via Bitcoin Cash address (they have a $150 max limit to payout via Cashapp) and when I have won smaller amounts previously, they have paid to my Bitcoin Cash address. However, they rejected and said I had to do via wire transfer. None of my banks accept international wire transfers. So I made new withdrawal request for $150 via Cash App. Kudos rejected stating I have to request full amount via wire transfer. I initiated support ticket to clarify with operator Emily who eventually admitted the following - Emily:
okay, I have checked on this and I'm wrong on that one, you are welcome to leave this pending and cash out the remainder on a different occasion or play the funds, but as mentioned it is nearly 5pm here so it is very unlikely to be processed today I'm sorry 8:25 AM. So I initiated new request for $150 to Cash app which although their site promotes a $250 per week cash app withdrawl limit, even in their T&C Disclosures, Kudos does not uphold. Kudos has now rejected this 3x stating I have to request the full amount via wire transfer. That is not right. Players have the choice to play their winnings or withdrawal some of it. If I chose to play part or all of the $800, or have to be inconvenienced by small incremental payouts weekly due to their dishonest policies, that is players choice. You cannot require that I request to withdraw everything at once via wire - the only reason to prompt this is because they found a way I cant accept payment so they are requiring it as the only way they will pay me. I am accepting lower payout amounts spread out over time and/or delayed processing unnecessarily by this run around. No platform has ever been bold enough to perpetrate a player is required to withdraw everything in account - normally they would leave part of winnings to play on while waiting anyway so miss me. This is outright wrong and no where in policy language.

Resolved

$150

Casino refuses to pay me after I won from free spins

I won $100 off of free spins given to me by Kudos casino. I've made a deposit, have been KYC verified, and have done one successful withdrawal. The reasons for then denying my withdrawal seem to be made up on the spot and keep changing.

First they said I only get $50 not $100 which I corrected them on when I informed then I've made a deposit so the MCO rule of $50 for non depositers doesn't apply to me. Then they said they denied the payment because I used the bonus two days in a row without a deposit in between. After much back and forth and me sending screenshots of the promotions terms and conditions I eventually got them to admit that this coupon was allowed to be used once per day for 7 days without a deposit in between use.

Next they said it's because I had a non deposit bonus that was used before this coupon and claimed that my kudos Cashback that's given 3 times after each deposit counts as a non deposit bonus... I looked this up in the terms and conditions and found this to be completely untrue, nowhere could I find any language stating that kudos cashback was treated as a non deposit bonus. I also pointed out that them saying it's because I used a non deposit bonus wouldn't even apply to this coupon because the terms state that it can be used once per day for 7 days without a deposit in between which is why I was able to redeem it in the first place.

Every other bonus says deposit underneath it and will not allow me to redeem it but this was the only one that I could because it's allowed to be used without a deposit, like it states in the terms it can be used once per day for 7 days and only one cash out is allowed. Also make note of the screenshots below where Lisa tells me that I've made 5 non deposit bonuses without making a deposit.

So you get kudos Cashback 3 times after making and losing a deposit, nowhere in the terms and conditions can I find anything that states this is treated as a non deposit bonus. The other two bonuses they are claiming I used is the same one that I won off of which is perfectly allowed because it is stated in the terms and conditions. She even says that this 7 day promo is counted as one big offer so why is she counting the free spins used each day individually?

Resolved

Withdrawal rejected several times without reason or answers or solution

Good afternoon

My name is <full name removed>

I explain my situation

Good afternoon

I have 4/5 withdrawal attempts at KUDOS CASINO

They asked me for documents for verification and that's what I did!!! DNI, BANK CARD, DIRECT DOMICILED BILL, PHONE RECEIPT

I checked the casino website again to find out the status of the withdrawal and again it was rejected.

They won't let me enter the website

They cancel my withdrawal continually claiming problems with the verification

I spoke to a chat agent and he tells me that they have canceled my €2,200 earnings!!! What will that be like? What more documents do you need???

I am very afraid that they are scamming me, I have already read some cases similar to mine. They don't cause me any problem making the deposit, for the withdrawal they reject it and don't give me a reason.

I have all the necessary documents, screenshots, and tests as proof of the process.

I need help

I am waiting for your response

All the best

Resolved

Closed account and cannot withdraw

Dear Ask Gamblers,

On the 7th of September I deposited 400 USD with Kudos Casino and won 1076USD. Straight away my account was closed before even uploading my KYC. I emailed the Casino my Kyc documents and asked why the account was blocked. I was notified that it was because the account needed to be verified. I asked how I can verify my account when they have blocked it and emailed my KYC. For several weeks of chasing, I would receive a reply occasionally that they are waiting for the risk assessment team and there are no current updates on my account. Now they have stopped replying to any of my emails and chat inform me there is nothing they can do. To this date being nearly 6 weeks, my account is still blocked. Please can you assist in this matter? I won this money and they are not paying or communicating to me.

Kind regards,

Theresa