Kahuna Casino - Withdrawal complaint and lack of communication

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>

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:

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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

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

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 .

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.