Complaint #17 Kaulana Casino

Kahuna Casino - Does not follow responsible gaming

By Grass17

6 years ago

After spending thousands and thousands of dollars, I contacted live chat to permanently delete my account - as they do not have an option to do it yourself. After being asked the reason why (not necessary for them to ask - clearly if people want to cancel it permanently they have a reason, this is just a retention strategy). I informed them I had deposited thousands and ended up with no withdrawal- they responded saying 'it is all about luck' and offered me a free chip to continue to play. Surely this is not responsible service of gaming? I did not even say yes, they just added it to my account instead of closing it.

I then had to go back on live chat and ask someone else to permanently close it - for some reason it 'needed to get sent to another department' and cannot be actioned straight away - this is very dangerous for people who have gambling problems and can keep depositing in the meantime.

I resisted the urge to use the account and waited to receive confirmation it was permanently closed - instead I received yet another email offering me free chips to keep my account open and continue playing. I did not respond, but I ended up not being able to resist and have deposited and spent even more money - $3,500.

I understand people should have willpower to simply not log in and play, but I thought that was the whole reason you could request your account to be permanently closed? This casino is well aware I wanted the account closed, can see from my history how much I have spent and not won, and have not processed either of my two requests to permanently delete the account - in fact they continued to try to entice me to stay. My account still remains open and I am extremely unhappy - if it had of been cancelled as requested I would not have lost even more money. I do not think this casino follows responsible gaming laws and believe I should be refunded the amount spent since (twice) requesting my account be permanently closed.

I cannot see a way to attach documents but I have screenshots of all chat conversations requesting closures and the chats and emails sent offering bonuses etc to keep it open.

Disputed Casino Kaulana Casino

Reason Other

Discussion

AskGamblers

• Support Team

6 years ago

Dear all,

Following a careful review and consideration of all the information and proofs which has been presented from both sides involved into the dispute, AskGamblers Complaints Team reached to the decision that player's claim is not valid.

While we find the operator's Responsible Gaming policy as need-serious-improvement one, we failed to find a single proof of player mentioning anywhere in their emails and/or chats about problem gambling issues. Player indeed requested "account to be permanently deleted" in the attached live chat screenshot, however this request could as well be considered as a standard account closure (non problem gambling related). Obviously, the operator treated the situation as a standard account closure request based on assumptions that player's decision for account closure might be due to bad luck, hence player was offered a bonus which was subsequently accepted and played. Moreover, even though the operator did the necessary to clarify the exact reason why player would like their account to be permanently closed and sent the relevant email, this email has never been replied by player.

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 regulatory body.

Kaulana Casino

• Representative

6 years ago

Hello,
we have sent the requested information to the email address.
Mahalo!
the Kahuna Casino team

AskGamblers

• Support Team

6 years ago

Dear Kahuna Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support that you acted according to the Responsible Gambling Policy.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to support@askgamblers.com.

Thank you in advance.

Grass17

• 1 reviews

6 years ago

Thanks, I have sent these through

Kaulana Casino Complaint Stats

Resolved 27 / 29

Avg. Amount $1,813

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Kaulana Casino Complaints

See all complaints for this casino

Kahuna Casino - Unfairly confiscated winnings

On the 16th of July I deposited 149€ and received 11€ bonus and won 1226€ on Kahuna Casino. On the 19th of July I received an email from the Casino that my withdrawal has been declined due to a breach of the Casino terms and conditions. No reason was given. I went on the Casino chat and emailed them asking what I have breached. The Casino replied:

The maximum bet with active bonus €/$ 5.00, 50 SEK/NOK or 10% of their current available balance (whichever is lower) on a given round or spin when using bonuses or winnings generated from bonuses (but the 10% rule does not apply to bet sizes under €/$ 0.50, 5 SEK/NOK). Betting a larger proportion of one’s balance on a single round or game can lead to the voiding of this particular bonus and winnings and voiding of subsequent bonuses and winnings. Repeated abuse can lead to account termination and confiscation of balances.

I informed the Casino that my bets were 5€. No terms were breached here. I was running this game from the start with very good profit. I asked them to show me the betting history where I breached as I did not. They said that I breached their maximum bet terms - "10% of the current available balance (whichever is lower)". This decision of our Payments team cannot be reversed. Again I asked them to prove this as I did not breach this. I even checked my bet history myself.

The Casino then came back to me to say that I am correct, I did not breach the terms and conditions for the win of 1226€ but I deposited on the 8th of February, lost but breached it then so they are taking away what I won on the 16th of July because of this.

This is not right. A Casino confiscating what I won on a game where they say I broke the terms and then they say, actually no I am right, I did not but I did on a game back in February.

I would appreciate if you can help with this matter as this is wrong of this Casino to do this. I have attached the emails to correspond to my complaint.

Kind regards,

Robert <surname removed>

Unresolved

€1,226

Kahuna Casino - Kahuna refused to pay 2700 due breaking max bet of the bonus I lost

Hi, There

It is really confusing and frustrating for me that I played kahuna casino and I won a nice amount of 2700 after the I got the email that they refuse to pay my winnings as I broke the max bet rule.

" As per checking Paymern team has sent you an email regarding why your withdrawal request has been declined. It is due to a breach of our Terms & Conditions by placing bonus bets over the limit with an active bonus. Therefore, your withdrawal request has been declined and the winnings generated were voided. Your initial deposit has been returned to your cash balance. Feel free to make a new withdrawal request."

" Please know that we do understand your concern, however, the bonus terms and conditions have been violated by betting over 10% of your total balance. "

" 1.23: The maximum bet with active bonus €/$ 5.00, 50 SEK/NOK or 10% of their current available balance (whichever is lower) on a given round or spin when using bonuses or winnings generated from bonuses (but the 10% rule does not apply to bet sizes under €/$ 0.50, 5 SEK/NOK). Betting a larger proportion of one’s balance on a single round or game can lead to the voiding of this particular bonus and winnings and voiding of subsequent bonuses and winnings. Repeated abuse can lead to account termination and confiscation of balances "

" Kahuna Support

11 Mar 2023, 00:59

to me

Hello Abbie,

It is your responsibility to monitor your bets and balance again it is clearly stated in our Bonus Terms and Conditions.

Again as per our terms and conditions:

1.23: The maximum bet with active bonus €/$ 5.00, 50 SEK/NOK or 10% of their current available balance (whichever is lower) on a given round or spin when using bonuses or winnings generated from bonuses (but the 10% rule does not apply to bet sizes under €/$ 0.50, 5 SEK/NOK). Betting a larger proportion of one’s balance on a single round or game can lead to the voiding of this particular bonus and winnings and voiding of subsequent bonuses and winnings. Repeated abuse can lead to account termination and confiscation of balances.

Here is the link for our terms and conditions: https://www.kahunacasino.com/bonus-terms

Should you require any further assistance do not hesitate to contact us.

Regards,

Ally

Kahuna Casino Support

kahunacasino.com

kahuna777.com

On Fri, 3/10/2023, 10:26 AM EST [email protected] wrote:

Yes, again the balance is fluctuating it's impossible to adapt the balance on a moving balance, especially in a game play it is a rough term.

" Please know that we do understand your concern, however, the bonus terms and conditions have been violated by betting over10%of your total balance. "

10% total balance is 300 so thats 30 euro I could bet.

" As per our terms and conditions, the maximum bet limit when playing with a bonus is€ 5.00OR10% of your current available balance (whichever is lower). "

5 euros OR 10% of the current balance. This is a conflicting term that holds off in a court of law.

So please re-adjust the balance to my winnings.

Attachments:

image.png

On Thu, 3/9/2023, 12:36 PM EST Helpdesk01 wrote:

Hello xx,

I understand that you are still confused about why our Payment team has declined your withdrawal due to violating our terms and conditions. This is about the PREVIOUS bonus you have played wherein you have repeatedly violated the 10% rule. Please see the highlighted data where you keep betting 5 euros even though your current balance is low and exceeded the 10% bet."

So with a bonus that I lost and not playing anymore they refuse to pay me.

Also, how is possible to change the max bet size at the balances that go up and down? It should be 10% of the bonus or max. 5 bet.

Really rough terms where the casino decides itself or you break the max rule

Unresolved

$2,700

Kahuna Casino - Withdrawal complaint and lack of communication

Hello, I would require assistance with a problem I’m having with this casino. I submitted a withdrawal request on September 13, 2022 and have yet to receive my money. I was asked to submit my document which I did. The verification process was a Face ID computer recognition which did not work. I was told to send them pictures of my driving license id and a picture of the error I was getting from the face recognition which I did. They require 2-3 days to process documents. I have send them my id on 3 separate occasions at their demand. Now when asking agent support about updates on my withdrawal or approval of documents, they tell me that they have escalated my issue to the KYC team and that they will send me an email, but I don’t receive email or any explanation on exactly what is wrong and what is taking so long. Thank you for any assistance with this matter.

Resolved

$2,500

Kahuna Casino - Withdrawal issues since December 2020

Okay so I've been trying to withdrawal my 500 winnings since December 2020. I was told at first it must be 100 so I made it to that then I was told 500 and well I made it to that. Then I was told to verify my account and I did. Then I was told to send in new documents because they weren't good enough so I did. Then I was told to keep trying the interac transfer and was denied many times so I called my bank and they gave me all the info to give them for a withdrawal. Guess what didn't work.

So I was told to use "coins paid" method which is not even an option on my withdrawal page. Then I've been told its in the financial teams department and its been over 2 weeks and they still don't have the option to use a cryptic method.

I feel this site is very misleading and untrustworthy. I would never recommend this site due to the sheer fact they pretty much refuse to pay out and if I knew that I wouldn't have even signed up, which is very disappointing because I like some of the games. I also use casinos in the same part of the world and have NEVER had any issues with withdrawals. Shame

Rejected

$500

Kahuna Casino - Deposit refund taking forever

I made a mistake on December 22 with my deposit ,for some unknown reason my $100 deposit became a $1000 deposit with no warning from my bank or the Casino about such a large amount ,at the time my account had $1300 in it so if it was under $1000 I might have been stopped from proceeding .Nevertheless I immediately told their live chat it was a mistake and I wish to cancel the deposit but live chat was only pro casino and mentioned that all deposits must be turned over at least once .

I managed to do that and asked on December 27 for the first half of $500 to be withdrawn followed 2 days later on December 29 for the other $500 and after waiting 3 business days I was then asked to supply my identification documents . 3 days later I was asked for a clearer image of my debit card and bank statement which I sent off immediately .

From the next business day January 2 I was told I am now verified and my withdrawal can be paid in 3 - 5 business days again .

On the Friday my time which was still Thursday Europe time ,I was told that withdrawals via wire transfers were no longer a withdrawal option and my only choice was to open a Crypto Currency account .

For a day I delayed opening a Crypto Currency account but after chatting with Evie on the Kraken website I then was able to open a Crypto Currency account which I mentioned to the chat person on Saturday January 9 2021 and he said he would leave the information with the Payments department to make the withdrawal happen on Monday .

Well surprise surprise as Jim Nabors would say their Payments Department ,they must be so busy , have failed all week to progress my withdrawal past the in progress stage .

On reading other past complaints here I may be a bit premature with my complaint but still I have submitted my ID ,waited 2 weeks of business days and jumped through all the hoops and still I wait .

It was my mistake in the beginning but I have been paying for it ever since .

Resolved

$1,000

Kahuna Casino - Still waiting on $4000

I requested two withdrawals, one for $2000 on the 30th of December and another for $2000 on the 31st of December 2020, after a delay in the verification of my documents and chasing it up and providing extra documents the verified my documents and then a few days later accepted the withdrawal amount and said it was successfully withdrawn and I should receive the money in 3-7 business days. Please note my bank only ever takes a day or two at most for international transfers, they’re pretty good like that. I received an email today on the 4th business day telling me it had not gone through and that they can no longer do any wire transfer and that if I want MY money I have to get it via bit coin or cryptocurrency. I informed them that I don’t want Bitcoin I was actual money and my bank is where I want it transferred. I’m getting a little frustrated. I explained that wire transfer is my only option and that I could provide a different bank account for the transfer and still they told me
On live chat that the only way I can get my money is via Bitcoin or crypto because their system is down and they no longer accept wire transfers. I refused this and stated no the casino offers wire transfer in there terms and conditions and that’s the only option I have and several people including complaints on this site have received wire transfers. They have now sent it to the relevant department and once again I have to wait for an email telling me what they have worked out to do.

I am happy to work with them I just don’t have Bitcoin or cryptocurrency and bank transfer or wire transfer is the only option I have. I am happy to delete this review once the issue is sorted. I just want my funds, it’s for an emergency and I am struggling with the fact I have been delayed when their terms and conditions say 2-3 business days. Thank you

Resolved

$4,000

Kahuna Casino - Withdrawal Issues 6 weeks plus

I have been having issues with my withdrawal since the withdrawal was processed on 22nd November (25th according to the casino).
I had deposited funds into casino via Visa card early November (around 10/11th from memory). Ended up winning and attempting to withdraw a total of $6k via wire transfer. I submitted my verification documents to the casino on 15.11.2021, and complied to all their requests. i was unable to submit TOO the casino via email, as my email did not allow me to send them an email. They did allow me to submit via the live chat option which I did. My account was verified in a relatively quick and expected manner, and i processed a withdrawal attempt after receiving the KYC Success email. and my withdrawal was successfully processed on 22.11.20 (as per email received). I allowed 7+ Business days to go by before asking for an escalation, as to which I was advised the withdrawal was actually processed on 25.11.20. I waited the additional days, and escalated with the team. This would have been roughly 11th December. I contacted their live chat on the 21.12.20 requesting an update, only to be told the finance team had sent me an email requesting an update bank statement (no email was received) I submitted the statement that they requested assuming they required the one I requested the withdrawal too.
On 22.12.20 I received an email requesting I supply the statement that my account had been verified with. Which I did do, however do not understand why it was required as I withdrew to a different account and had provided them with that particular statement.
On 24.12.20 I received another email telling me my "Account has been verified" - Looked like a generic email. I contacted Live chat, to ask if they were able to locate the original missing withdrawal, and will it be processed. They advised me to wait for the finance team. I have had no contact with the finance team via email, and have had to continually request any updates (only to be given generic answers) via live chat on their website.
As it appeared this particular casino prefers withdrawal via bitcoin, I also offered them the alternative of placing the funds back into the casino account and I will process a withdrawal via bitcoin instead, only to be told by live chat "wait for finance team".
As of today (08.01.2021) I have requested an additional update, due to Zero communication, and was once again requested to submit a new statement history since the 25.12.20, which I do not understand whatso ever and appears the casino is stonewalling and stalling.

Outcome requested: $6000.00 withdrawal be processed and received by me.
Explanation from casino as to why the delay & their version of events if they wish to dispute mine.

Resolved

$6,000

Kahuna Casino - Not able to withdraw money via wire transfer

I have been playing at Kahuna around a year. Have made multiple withdrawals via wire transfer at the beginning of the year with no issue.

Requested a withdrawal via wire transfer of $2500 on the 6th of December. Received confirmation that the withdrawal had been processed. Had not received funds after a week.

Spoke with someone on their live chat who said that the money hadn't actually been processed until the 14th and to wait. Still no funds received by the 24th. Contacted kahuna again who requested screenshots from my bank showing no deposit. Provided this.

Few days later the money was credited back to my balance and I was told to request the withdrawal again. Requested a withdrawal for $1000. Kahuna then decided my account needed to be re-verified. Provided documentation for this.

Received an email from Kahuna on the 4th of January advising new withdrawal had been processed and I would have the funds within 3-7 business days. Received an email this morning now saying that they are unable to process withdrawals via wire transfers at the moment and to use crypto.

I do not want to use crypto. I want to use wire. This withdrawal has now taken over 1 month from when it was first requested.

I have now emailed back asking when wire transfers will be available again.

Reading the other complaints from other players this appears to be an ongoing issue with Kahuna.

Resolved

$2,500

Kahuna Casino - Withdrawal taking ages

20th October - First requested withdrawal

24th October - Asked for more verification information. Sent this in immediately.

30th October - After querying and contacting VIP team to assist me, I receive an email saying my documents are finally processed and my account is verified. My withdrawal request is now sitting there to be looked at.

2nd November - Received email saying the withdrawal to my card has been declined by my banking provider. So I submit a withdrawal via wire transfer. I receive an email saying this has been accepted and processed.

3rd November - I contact live chat asking how long it’ll be until the money appears in my account with withdrawals via wire transfer. They say 3 - 7 business days.

5th November - I receive email from VIP team saying they’ve been monitoring my withdrawal and are happy to see it’s been processed.

9th November - 5 business days after withdrawal processed. No money in my account. I contact VIP team asking if there’s been any issues cause I still haven’t got the money. They reply requesting a statement showing I haven’t received this.

10th November - I send in the statement. And VIP team ask if I would like to withdraw with Bitcoin as this will be faster. I say no because I don’t want Bitcoin. I want money.

The VIP team say they’ll check with the finance team what’s happening with the withdrawals and that this doesn’t usually happen at Kahuna.

I also contact live chat to see if they know anything about what’s happening with my withdrawal. They say they have been experiencing delays with Wirecard but that my case has been escalated with the finance team and has been processed right away. And that I should receive my money very soon in a few business days.

12 November - I email VIP team for an update. They say this has been escalated and they’ll let me know as soon as they have an update.

13 November - I get an email requesting more verification information. I send in a bank statement again. I receive an email saying this was accepted and verified. I email VIP team asking why I received this request for more verification information when I’d already verified. VIP team reply saying they’ll check.

14 November (Today) - still no money in my account. No explanation as to what exactly is taking so long. No update on timeframe. No contact unless I reach out for one.

———————————

The terms and conditions say it may take up to 2 business days to process the withdrawal. The live chat support agents said it takes up to 3-7 business days to receive the money in my account after it was processed.

My withdrawal was accepted 2 November 2020. It’s now 14 November 2020.

This process has taken up so much of my time to continuously follow up and has been such a source of stress. I still have no idea what’s going on.

Resolved

$2,000

Kahuna Casino - Payout is taking way too long

I originally requested a $600CAD payout on October 1. 2020 through my credit card. I was then notified 2 days later that they were unable to process this payout and the withdrawal request was cancelled.

I then, on October 4th, requested a wire transfer for the same amount, $600CAD, which was quite quickly "processed". Here is the email which was sent to me on October 16, 2020 once I contacted them regarding my transfer.

"Thank you for your email.

We have reviewed your last inquiry and we would like to inform you that your withdrawal request was processed on 05.10.2020, kindly note that it could take within 5-7 working days to arrives to your account, that depends on your bank

If you need further assistance please do not hesitate to contact us, our service is available for you 24/7.

Best Regards,

Fran

Kahuna Casino"

However, I am still waiting for the funds to be received by my Bank Account. It has now been 24 business/banking days and they originally told me the transfer would take maximum 7 business days and to check back.

I have been in contact with them since the 16th at least 3 times and they continue to tell me there is an issue with their wire transfers and that the solution still needs to be resolved. On the 21st of October they informed me that they hoped to have the issue solved by the following Friday but obviously that was not the case.

Now each time I email them they inform me that the issue has not been resolved and offer no timeline, even when requested, on when the issue will be resolved.

My account has been fully verified since the 4th of October and no bonuses were used to acquire the requested funds.

Resolved

$600