Complaint #28 Kudos Casino

Declined payment due to unfair application of terms

By hanksfish

7 years ago

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.

Disputed Casino Kudos Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Kudos Casino where it is clearly displayed that player has placed bets higher then allowed. Player by these actions breached casino term:

During play with Kudos Credits wagers must be below 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.

AskGamblers Complaints Team strongly encourage Kudos Casino management to consider possible amendments of the aforementioned bonus rule towards more clarity and the avoidance of similar misunderstandings in the future

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body.

Kudos Casino

• Representative

7 years ago

Hello AskGamblers,
Evidence has been submitted to support@askgamblers.com as requested.
Kindest regards,
Steven

AskGamblers

• Support Team

7 years ago

Dear Kudos Casino,

Please provide evidence that player breached casino's terms and breached maximum betting rule. Aforementioned evidence please send directly to the AskGamblers Complaint Team at support@askgamblers.com.

Thank you in advance.

hanksfish

• Connecticut

7 years ago

Your terms and conditions do say "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."

One would be led to believe that a wager on a hand of blackjack would be allowed up to the 25% stated. (in my case that was $15) One would also reasonably assume they would be allowed to play the hand properly without further restriction. If this is not the case than the terms and conditions should be clear.

What you are saying is that if I was to split a pair twice and then double down on all three hands I would be limited to an initial bet of $2.50. Anything higher than that would breach your max bet rule.

If I were to play Caribbean Stud my bet would be limited to just 8.3% and not the advertised 25%.

I play at other casinos with a clearly stated max bet of $10 during playthrough. I received a cash out today without incident after placing many $10 bets that were doubled down on.

Rules to level the playing field when a casino gives a match or free chip after a deposit is certainly the perogative of a casino and is fair when clearly stated. When a rule such as this is used not to pay players following the rules it isn't right. If I had mistakenly made a $16 bet in the process of playing for hours, you never would have heard a word from me. I am aware of the rules and I follow them implicitly. You are manipulating the rules to avoid paying.

I lose more than I win like most others who gamble. The rules put the casino at an advantage as is expected and they should be in place to stop players from taking advantage of the system. These rules should not be used to deny a payout of a player who is following the rules. I believe this is a stretch of otherwise clearly stated rules to avoid payment.

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