Kudos Casino Complaints

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

Unresolved

$1,076

Funds taken by cashier

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

Unresolved

$100

Account closure

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.

Unresolved

$800

Declined payment due to unfair application of terms

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.

Resolved

Account Verification Ongoing Forever

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.

Resolved

Verification still ongoing after months of waiting

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.

Resolved

Verification and withdrawal issues

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.

Resolved

Failure to honor my withdrawal due to unjustified allegations

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

Resolved

Refusing to verify account or explain why, confiscating 5800+ in winnings

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

Unresolved

€5,800

Removed 2200+ of winnings without any reason and explanation

I started playing in Kudos casino in the middle of March. I made a couple of deposits, i really enjoyed playing Roulette here and finally got lucky and won 2 200 EUR. It was on 13th April that I have sent the docs for verification and immediately got a response from the casino that my docs would be processed and verified right away. Unfortunately, shortly after that i discovered that my casino account was empty. On the 1st of June I sent the email to the casino asking what was the reason for the casino to take away my win and got no answer since then. The casino ignored me completely without any explanation. It seems the casino is just not willing to pay my win.

Resolved

Verification Issues, Delayed Payment

. I have always contacted you and have always gotten results. This time I won $1700 from Kudo's Casino on December 10th. As usual I had to send in al the verification forms and ID and utility bill showing my address. I submitted to them 3 times and 3 times they said they could not read. The were all scanned. The 4th and 5th time I sent them from my phone. I received an email on December 15th stating they turned it over to the accounting people. As of today my winnings are still sitting and waiting to be withdraw, but they want let me. There is no one on the so called "live chat" and they are not responding to any of my emails. I hope you can help again.

Resolved

$1,700

Not paying, not communicating

I joined Kudos Casino earlier this year and after initially losing I had a win on May 31st. I deposited $500 and finished with $1800. I have been trying to withdraw ever since and found recently the money was returned to my balance. So I withdrew again a few days ago and this time their response was to lock my account. Each time I have spoken to customer support they cannot help and just give me an email address to write to. [email protected] It is very insulting and they have never replied to me. So the situation is now, my account is locked, they have my money, they will not communicate.

Resolved

$1,800

Stalling payment of substantial amount of winnings

On Sept 15, 2016 I won over $15000 playing slots at Kudos casino. On Sept 18th I requested a $10000 withdrawal. I submitted all the required documentation 2 times because even after stating they received the documents they "lost" them. Do I resubmitted them and received confirmation they were received. It took them 7 days to approve the documents. The $10000 withdrawal was split into 4 requests of $2500 each. I requested a check payment. All 4 checks were "declined" by Kudos. They suggested a wire transfer so I said ok and gave them the necessary bank info. They sent me an email stating my bank wouldn't accept a wire transfer. My bank has accepted wire transfers in the past. So Kudos stated they could try a wire transfer but would not guarantee it. So I requested the check payment again. I logged into my account today and Kudos had cancelled my withdrawal with no explanation at all. Kudos apparently has no means of paying winnings to US players but has no problem accepting deposits. I can provide all email correspondence if necessary proving my complaint is valid.

Resolved

$10,000

Payout declined without explanation

hi. kudos casino declined my payout without any explanation. after i send them my documents and other info to verify my account, and made deposit to claim my winnings. i have screenshots and emails to prove my claims. they handle this very unprofessional. i read their bonus terms and conditions very well and i meet all conditions that they require. even their live support and email support tell me i can make cashout and that wager and other requirements are done. (i will attach screenshots and emails) after i request my payout, they send me short email telling me that my payout is declined without any other explanation. and above that they restrict access to my account. im giving them few days to explain this situation, and after that i will report scam/fraud to my visa credit card operator. and i will write email with facts and screenshots, support emails, to their gambling license operator. im very disappointed with this situation. i gamble online for more than 10 years and this is first time this unprofessional behavior from casino happen to me. < text removed - not related with the complaint> im asking kudos casino to pay my winnigs, if they dont wanna do that, i want my deposit back, because they tricked me into making one to their casino, and i do not feel safe them having all my information, ID, credit card information, they ask photo of both sides of my credit card, and i know for sure that other casinos say to cover some sensitive info on card. when verifying my account. i hope my complaint is not too long, and if you need more information about the case, i will provide what you need. i want to thank you, askgamblers, and i ask politely for your assistance on this case. thank you. kumba13

Resolved

$96

Withdrawal Time Prolonged

I made an withdrawal to my ewallet on 31.08 after my account had been verified. I was told prior to making my withdrawal that everything was in order and ive met the Terms and my account was fully verified. At that time i was told by the support agent that withdrawals made by verified accounts would take less than 24 hours. It did not take long for my withdrawal to be authorized and queued for payment. Then the problem began to emerge. A day went by and nothing had happened, no progress. I was first told that first time withdrawals can take longer and i thought this was acceptable. Since the authorization of the payment i have contacted the support by email and live chat, on every turn i have been asked to be patient and to wait a little longer, a little longer, a little longer. Apparently the payment would be only minutes away. This is exactly what i did, patiently waited. A day went by and another. No progress. I had asked the support agent to contact the account team to see what the problem was. I was told that there was no problem and my payment was on its way as soon as possible. No one seemed to be sure why it was taking so long. Just need to wait a little longer. On saturday 03.09 i was then told by the support that the account team had verified my payment to be carried out by monday 05.09 at the latest. This same information was then confirmed by another support agent on sunday 04.09. It is now tuesday 06.09 and my payment has still not been processed. Also the live chat is now offline and my emails to the support yesterday have been left unanswered. Left with no alternatives, i leave my complaint here and hope it leads to this issue being resolved. ps. i have all the chat logs and emails with the support saved if needed

Resolved

$50

Where is my payment?

On 7/16/2016 my bankwire was approved by Kudos casino for the amount of 245.00. i won with my kudos credit i earned from my previous deposit. Ive been told by chat...(martin) that it would be in my account any day. 6 to 7 business days to be the statement he told me. Today is 7/28 & nothing in my bank account. Ive been told several times its on its way. Im an older person with not much Tech skills. So not sure what kind of documents of prroof Im expected to submit...or how.

Resolved

$245

Payment Unfairly Declined

Hello , i am very disappointed with this casinò . I won 50$ (the max cashout) from a free chip after registering a new account with them , this happen on 9th July . I sent the documents for verify my account the same day after wagering requirements and i deposit the min 25$ via credit card , and it took forever to verify , they had problem with some documents but on 16 of July i receive an email from the support that CONFIRM and VERIFY my account succesfully. Then when everything is fine i requested my payout of 75$ via NeTeller on 16 of July . This morning i receive an email by them that my payout was declined without any reason and they keep my deposit of 25$ . Please, could you help me to receive my winnings? Thanks

Resolved

$25

No payment after almost three months!

I won $2500 on their kudos money in early April but could only cash out $1500 due to max cashout rules. I submitted all the standard paper work...took for ever to verify my account. On 4/22 I got an email stating my payout was processed....another 2 weeks and nothing- no answers .....so I contacted them again via email because live chat was worthless. I was told they entered my banking info wrong and that it was resubmitted 5/19...well nothing. I closed my account on 6/10, but I still want my money. Play at your own risk, I had high hopes since it's a sister casino to inet but no. I told them that I didn't want to go through a 3rd party to get my payout but it's my last resort. It's been almost 3 months and I would like to get paid.

Resolved

$1,500

Kudos Casino Complaint Stats