Casino refuses to pay me after I won from free spins

Good afternoon. I don't want to spend your time so directly to the problem.
I have an account in Kudos Casino. I have redeemed a no deposit bonus and luckily i've made true the wagering requirements and i've won ~ 100$. I've sent all the documents for the account verification and i was told that i will receive an email that they will be sent to the cashier for review and i will be notified if there is anything else required. After 2 days i've received an email to make a deposit of min. 25$ for the account verification, that unfortunately i didn't see. 6 days later i've asked if there is any problem with my documents i was told that i need to send address proof . I've send bank statement and i was told that it will be checked from the cashier. While i was waiting for the confirmation that when i make a deposit i will be able to withdrawal, the money from my account disappeared. My live chat was blocked and no one answered my emails. I've managed to connect to the live chat from another browser without entering my account and when i've asked kindly why my balance is 0.00 the answer was "we told you to make a deposit on the 30th of April, you ignored our email
bye"
After that i was blocked again and the chat was deleted.
I am keeping the email conversation and i've managed to copy the live chat conversation, but it disappeared before before i make a screenshot, so it is on PDF file.
Thank you in advance for your time and support.

Greetings,
Sami Lafi

Before I even signed hp st this casino I live chat with rep about all the rules and how withdrawls and deposits work and what doc they would need to verify me. And so I asked if I could send them in now so when I was ready to withdrawal I'd be approved already. He gave the email and what to send. So I did. In meantime I made deposit and burned through it wyrick. But then saw balance if 37 next day. I emailed to see what this was and what rules were. The email w his answer is enclose. But I played with that and had up too 500. So I stopped playing here for a week so I didnt lose my money l. Neway after a week checked for staus still nothing. I decided to play a little more. Had up to 800 or more. That's when I started getting last of the emails. Asked for internet bill which is not a utility bill but only bill not in my or my husbands name. But I still sent it. Then git email saying sorry we cant accept you or something and blocked my account and everything. Just cause they didn't want to have to pay I'm sure. Cause I've never had this problem. Than you so much Please help.

I received a Kudos deposit of $60 on my account on 12-30-2018. I am a level three player on this site and am allowed to cash out a maximum of 22x any kudos deposit ($1320). I met all play through requirements and Playing slots and blackjack, I was able to get me balance up to $1372.63. I requested a withdrawal of $1,312.63, leaving the $60 Kudos credit in my account for removal.

On 12-1-18 I received an email from Kudos Casino stating "Unfortunately you have exceeded max bet on the kudos credits applied to you. Players must bet less than 25% or the credit given as per the terms. You have exceeded this. You play is thus void I am afraid."

I responded to the email quoting their rules. " During play with Kudos Credits wagers may not exceed 25% of the original credit amount. This is active as long as the Kudos Credits remain in the account balance regardless of the wagering requirement." My maximum bet was $15 and I did not exceed the 25% maximum bet rule.

I received this response 2 days later on 12-3-2018:
Hi David,
You are correct in this and as such we have re-instated your balance now. I do apologise for the confusion and the inconvenience here.
Please let me know if I can assist you further,
Kind Regards,
Kudos Support

At this point I thought everything was all set. The $1372.63 was returned to my account and I requested another withdrawal. I the waited until 12-5-18 just to receive another email declining payment again for the same reason. I emailed back quoting their prior acknowledgement that I had not exceeded the betting rules. They then sent me a log showing some of my wagers that "exceeded" the 25% rule. The log showed wagers of $15 that were doubled down making the total bet $30 as their reasoning. I have played at other RTG casinos with similar wagering restrictions and cashed out with no issues after making many maximum allowed bets which were then doubled down on and or split. I always read the terms and conditions carefully and follow the rules.

There was no phone number to contact the casino and live chat has not been available either. I assume this could be easily taken care of with management at the casino, but it has been frustration only being able to contact through email. Reviews of the casino appear to be positive and I have enjoyed playing there. I also cannot find any other complaints like mine online, so I assume this is just the mistake of an employee at the casino and will be easily fixed. I have copies of all emails back and forth with Kudos as well as the play log they sent me.

I registered an account on July 6 at Casino Kudos, won, sent documents for account verification. Received letters several times that verification is ongoing. Since August 21, I do not get answers. I sent an additional statement of my bank account on September 13th. I thought maybe this would speed up the verification process. But they never answered my letter. I want to know why it takes so long to check an account and block money in the account. Such a lengthy check is not indicated anywhere in the Casino’s advertisement and in its rules.

Hello. I registered for the Kudos Casino on June 24th. I played roulette. July 5, my bet was successful and I won. I sent my documents for account verification. I repeatedly asked why it takes so long to check. The last answer I received on 19.07 is that the risk group is still doing some checks, and so they have not cleared my account yet. Then my letters are ignored. I can not get my winnings for a reason that I do not understand.

Hello. I registered on July 12, 2018 on the site kudoscasino.com. Won $ 1800 from Kudo's Casino on July 12th. As usual, I had to send all forms of verification and the ID and utility bill with my address. I submitted them 3 times. The last time on August 17 sent a utility bill translated into English by a certified translator. I received a letter with a statement that the documents had been transferred to the cashier for viewing. They will answer you directly if you need anything. To date, my winnings are still sitting and waiting for an exit. They do not respond to my letters. I hope you can help me.

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

Hello AskGamblers, Since I saw you've successfully resolved ALL Kudos complaints (way to go!!!), I've decided to seek your help in this weird and bad matter, thanks a lot ahead! The email thread is self-explanatory (please read reversely for chronological order, as usual in such cases): --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Eliyahu < surname removed > < email removed > Oct 11 (10 days ago) to support So, what happens with that? Now you've blocked my account for no reason and force me to escalate this ugly issue to the largest industry mediators and forums? Thinking that if you're licensed in Curacao you can get away with everything??? The online-gambling world and the internet, with their huge power of PR (both good and bad) and large gambling portals, mediators, communities and forums, have no geographical borders for bad conduct and hiding in the remote island of Curacao wouldn't help you a bit in this matter. You haven't responded anything useful in chats also, both in InetBet and in Kudos, other than: "You're right, this is a simple misunderstanding, we'll promptly talk to the management and will be in touch via email with you", many weeks ago... As I'm completely forced to escalate the conflict by you, I'll start acting imminently. Good luck! On Tue, Sep 5, 2017 at 1:18 PM, Eliyahu < surname removed > < email removed > wrote: What's going on??? I've sent you my perfectly well accepted in other casinos (including your sister InetBet) driver license and passport almost a month ago, are you trying to stall the verification in order to delay/somehow avoid paying the 5800 that I may want to withdraw (in case I decide not to play further and continue my lucky streak at your place)?? It will not lead you to good directions, I guarantee that, and it will look EXTREMELY BAD if published at all the major portals/mediators/forums/regulators, that a new casino positioning itself as "a new guy on the block, that can offer better things than existing competitors" is using immoral and illegal stalling tactics to try to delay/somehow avoid paying (in case I decide to withdraw now, without further playing) a mere USD 5800, which I've had the luck to win cleanly without any bonuses or promos. If this thing is not resolved within 2 days, I'll have to unfortunately escalate the issue to the aforementioned authorities, entities and organizations. It will NOT bring good PR to a new casino (but it might ruin its reputation entirely, right from the start), nor will it help you to somehow avoid paying me, if and when I decide to withdraw. I suggest you choose your next moves wisely, as I am very pissed off and lost my patience. There will be no further warnings. Regards. On Tue, Aug 29, 2017 at 5:46 PM, Eliyahu < surname removed > < email removed > wrote: Hey?? On Wed, Aug 23, 2017 at 3:58 PM, Eliyahu < surname removed > < email removed > wrote: Hi, Have you verified my account? On Tue, Aug 15, 2017 at 7:28 PM, Eliyahu < surname removed > < email removed > wrote: which problems you've found with my driving license? "your drivers licence looked a bit unusual and not like a usual UK drivers licence" - It's the first time in my life I heard this. On Tue, Aug 15, 2017 at 2:25 PM, CSR Lewis wrote: Hi Eliyahu Thanks for sending us your passport. It is now being reviewed by our account team. Thanks in advance for your patience. Kind Regards CSR Lewis Kudos Support On Mon, Aug 14, 2017 at 09:13 pm, Eliyahu < surname removed > < email removed > wrote: Now OK? which problems you've found with my driving license? "your drivers licence looked a bit unusual and not like a usual UK drivers licence" - It's the first time in my life I heard this. --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- And so are the time-wasting chats, which obviously led to an absolute nothing: KUDOS Live Chat - Click Here! You (change name) What happens with my verification??? Hello, thank you for getting in touch. Can I have your username please? You (change name) Eli123 I do not have any information about it, will contact the Risk team for you and will get back to you soon as possible You (change name) I've sent you BOTH valid passport and Driving licensne more than 3 weeks ago, received NOREPLIES WHATSOEVER , that's COMPLETELY UNACCEPTABLE I will contact you regarding your documents soon as they come back to me. Is there anything else I can help with ? You (change name) That's the answer I've received in chat a week ago, still nothing happened. I want to close this issue already (it's about time) and play/withdraw, not stall and squander time. Unfortunately I am not able to provide more information at the moment You (change name) How long should I wait? I cannot make a promise, need to have a respond back from them You (change name) Tks. Bye. You are welcome : ) Please get in touch, if you need anything else and we will be happy to assist you again. 16:09 Powered by tawk.to Anna You (change name) Hi, I have a question about Kudos, your sister casino Hello, thank you for getting in touch. Yes of course How can I help? You (change name) I am trying to log in and get this message: You (change name) "You are not allowed to log in" Can I have your username please? You (change name) And that's a month (!!!) after I've sent all verifications docs and haven't received AN"Y reply You (change name) Eli123 Unfortunately your account has been deactivated but there is no more information for the reason. If you want I could contact our Management team and find out what is going on with your account You (change name) That's very interesting, since I have there about 6000 that I won cleanly and clearly without any bonuses or promos. So " deactivated but there is no more information for the reason" is basically stealing my 6000, which will lead you to a very bad direction: mediators, regulators, lawsuit, very bad PR in major forums etc. Would you like YOUR bank account with all its money "deactivated with no reason" ?? You (change name) Stealing 6000 won't work with me, sorry. You'll pay many times more than that. I understand this is frustrating, but I do not have access to everything in the system. I think here is misunderstanding. l be a reason, just I cannot give you it now, this is why was asking if you want me to get in touch with our Management team for you You (change name) Sure. I can also call you in the next couple days, if necessary, though I STRONGLY prefer chat/email since I don't want my colleagues and family to know I gamble. OF course you could contact us via email or live chat any time. Can I help with anything else today ? You (change name) So how do you want us to proceed? You (change name) I've sent all the docs to Kudos a month+ ago, and a few email reminders - no response, and now they've blocked my account, trying to steal my 5800. I just informed you what I am going to do now - contacting our Management team to request more information about your account and you could expect us to get back to you soon as possible 12:56 You (change name) OK, tks. Awaiting your answer via email SOON. I've sent you the last doc you wanted (passport) on Aug 14. Sure, You are welcome : ) Have a good day You (change name) You too. Type here and press enter.. Choose Files Powered by tawk.to