Complaint #48 Kudos Casino

Withdrawal rejected several times without reason or answers or solution

By Novak84_

2 years ago

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

Disputed Casino Kudos Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Kudos Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Kudos Casino

• Representative

2 years ago

Hi Novak84_

Here are our terms and conditions. Your account has been closed because of breach of two of the terms:
1. If you provide false, incorrect or misleading information when opening your casino account.
2. if any of the documentation provided is inconsistent with the information provided at registration.

Please note that your deposits have been returned to you.

Here are our terms:

Kudos Casino may withhold play, winnings or account balances and/or apply charges to your casino account should we, in our sole discretion, determine the account to be fraudulent; or if we determine that you have played with us, or any other online casino 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, deposit or withdrawal method registered or used on the account
If the signature on your verification form does not match your credit card and/or verification documents.
If the verification documents provided have been altered, manipulated or have had identifying information removed
If you provide false, incorrect or misleading information when opening your casino account.
If you have allowed or permitted (purposely or not) another party access to your casino account.
If you have reversed, disputed or charged back any of the purchases on your casino account.
If your deposited funds have not cleared
If you are found cheating, have disrupted the natural randomness of the games or are involved in any form of automated, commercial, collusion or syndicate play.

Also under "Account Verification" in our terms and conditions we have:

Your account may be closed and any balances void if you fail to provide this within 10 working days from our request, if any of the documentation provided is inconsistent with the information provided at registration, or if in our sole opinion the documents have been falsified or manipulated.

I am attaching screenshots from our website as well.

Thank you

Novak84_

2 years ago

You have assisted me poorly, you did not explain to me what they need, I have everything ok to verify it. My feeling is that you want me to get tired and bored until I stop complaining

Novak84_

2 years ago

Just one more comment... When I have been playing, depositing afterwards... You have not given me any problems. Even when I have managed to use money from what I earned (+€3000) you have not given me a problem either

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.

COMPLAINT REFERRED BY AGCCS PARTNER Slotsia (48)

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

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