Kudos Casino bonus issues

[Jjean018]

Hey there..has anyone else encountered an issue like this? Trying to figure out what do to next.

Played over the week on kudos casino. They ended up giving some kudos reward $ to use. The site isn't the best for broadcasting when the roll overs are finished or etc. So I played until I saw the balance as "withdrawable". Tried to withdraw and it was taking too long so decided to play some more.

Ended up bringing that balance up to significantly and then issued a withdrawl.

This morning I wake up and my withdrawl is denied and the balance has been removed saying inappropriate use of a balance / break of rules. Because I bought a few in game slot bonuses that obviously cost more then the 5$ limit on bets during the bonus play ( they said i made 3 spins for 50$ each during my play as a such i lose the entire balance. ( those 3 spins won nothing and i rolled over thousands in what they deemed to be appropriate during my session) I argued that it wasn't bonus play. The funds were withdrawable so it wasn't bonus money. Their response was along the line of until you withdrawl that money it's considered bonus. You'd have to cash out and then redeposit to be allowed to bet more then 5$ per spin..

Now I've lost this nice payday.. and I don't know what the next step would be to reason with the casino operator..

Any advice or similar situations?

 

[maxd]

... Their response was along the line of until you withdrawl that money it's considered bonus. You'd have to cash out and then redeposit to be allowed to bet more then 5$ per spin. ...

I'm not a player but in my work on player complaints I've seen that this is not at all an unusual policy and I know for a fact it's been a standing rule for Kudos and all other iNetBet properties for a good many years now. Probably not what you wanted to hear but I thought you should know.

- Max

 

[pekka55]

Yeah, a lot of casinos have the same rule. Have to always be careful when playing with any rewards.

It's not very player friendly though. That's why I usually stick to casinos where rewards are actually real cash with zero strings attached, so you can withdraw instantly if you so wish or play and win and cash out millions if you're lucky.

 

[KasinoKing]

Any advice or similar situations?

Well first off, as far as I know Kudos don't give out any bonuses - only cash-back.
So I presume you are talking about the wagering requirements on this?

Personally, I agree that once the wagering is complete, that the funds SHOULD be considered as the players to do what ever they want with. But as Max said, many casinos (especially the iNetBet & Kudos group) have this bizarre rule that the terms still apply until you actually cash out.

This seems totally back-to-front to me: You would think the casinos would want people to carry on playing and lose their winnings back, not force them to cash the money out and potentially walk away!

Whether you won or lost on the big bets is a moot point.

As they are an Accredited group, I would suggest you submit a PAB. As Max is the PAB guy and he has already indicated his lack of optimism (which I share due to previous cases), I would not be getting my hopes too high - but if you don't try, you'll never know.

All the best,
KK

 

[maxd]

Yes, @KasinoKing is quite right. @Jjean018 , feel free to file a PAB if you think you need our assistance.

- Max

 

[Jjean018]

Thanks for your responses.

I reached out to the casino representative here to start.. but yeah I guess I'll have to submit one and see what happens.

I honestly didn't even think.. a withdrawable balance.. ok I'm good to do whatever. Jokes on me apparently.. it's hard though... Its almost like you need to be a policy analyst to play at online casinos nowadays.. I re read all of their terms yesterday and felt like I almost needed to make a graph to fully understand them.

Just hoping that there could be some middle ground here.

 

[iNetBet Promos]

Hi Jjean018,

It is certainly unfortunate that this was your first experience at Kudos. Following your initial deposits we credited your 150% Cashback, however your First Day Kudos credits do carry a max bet restriction of $5.

As you played several $50 bets the winnings were void. We did however return the Kudos to your account for you to play again.

With regards to the initial payment delay, the withdrawal was only pending for 3.5 hours. While we can often process payments in this timeframe for verified players, there are some additional checks we have to do for players making their first withdrawal.

 

[Jjean018]

Good day,
My concern isn't with the 3.5 hour time delay. It's to explain my mentality at the time. Given that the funds were withdrawable they were no longer part of any bonus requirements. So I played more freely. At the time of those few large spins the funds were eligible for withdrawable ( as you just stated the withdrawl was outstanding for 3 hours ). So those funds I used to my discretion. It just so happens that generally almost all my spins fell within the requirements that I felt did not apply given the withdrawl elibility of the funds.

So I am asking for some flexibility here or to be met half way given that Clearly the site needs to do a better job of indicating if funds are infact still subject to the 5$ limits cap or not.

Basically by your logic I could of brought the $ all the way up to several thousand and been eligible to withdrawl but then played a 6$ spin and would lose the thounsands that were accumulated ( and withdrawable) because of that?

 

[iNetBet Promos]

Hi

When bonuses are claimed using a coupon our system can track and display the wagering requirement, however cashback funds have to be applied to your account using a credit. This is one of the reasons why our terms state that the Kudos rules are active as long as they are in your account.

As advised, the Kudos has been re-credited to your account. They represent 150% of your total deposits so far and should you win again you will be able to cashout 20x their value.

 

[Jjean018]

So the client gets screwed again..I'm not going to bother trying to argue this.. it's just how it is.... how these casinos are accredited is a whole other story. But ok. Thanks for your time.. enjoy the few thousand that I'm owed... its bad enough that players play against terrible RTP or outrageous bonus roll overs.. even when it's not the case you find ways not to pay..it frustrates me.. because in my line of work I'd be held accountable.. yet here it the freaking wild west...

 

[pekka55]

So the client gets screwed again..I'm not going to bother trying to argue this.. it's just how it is.... how these casinos are accredited is a whole other story. But ok. Thanks for your time.. enjoy the few thousand that I'm owed... its bad enough that players play against terrible RTP or outrageous bonus roll overs.. even when it's not the case you find ways not to pay..it frustrates me.. because in my line of work I'd be held accountable.. yet here it the freaking wild west...

Sadly it's the internet and everything goes. Casinos can put whatever they want into their rules and there's not really much a player can do about it. Most players learn this the hard way and I try to always stick to casinos that have no max win rules on bonuses or cashback, because if you happen to hit big then you're going to be pissed off when you can only withdraw 100 bucks.

 

[Hanny]

Online casinos offer a wide range of bonuses for their players. But what exactly are these bonuses, and how do you get them? If you're new to the world of online casinos, it can be a bit overwhelming.

 

[interlog]

Online casinos offer a wide range of bonuses for their players. But what exactly are these bonuses, and how do you get them? If you're new to the world of online casinos, it can be a bit overwhelming.

I guess the link you were going to post didn't work

 

[maxd]

So the client gets screwed again.. ... how these casinos are accredited is a whole other story. ...

The client isn't getting "screwed" AFAICT, they're being asked to recognize that the casino has Terms that they agreed to when they signed on and later violated. The casino isn't responsible for the player's assumptions, especially when the Terms are quite clear that such an assumption would be wrong. Certainly the client isn't getting what they want but that's a whole different issue than "getting screwed".

As to being Accredited you're right, it is a whole other story. In fact it's one that starts roughly 20 years ago when the guys behind Kudos started iNetBet and have proven themselves time and time again since to be reliable, fair, and honest operators.

I've worked quite closely with them on player complaints over the past 16 1/2 years and I can honestly say that they've never abused a player nor acted against them without just cause. And in the rare few cases that they did make a mistake they've willingly corrected themselves and settled with the player fairly. There have even been instances where they've paid out players -- handsomely! -- simply because we were (meaning "I was") adamant that they should. Turned out WE were wrong and they were right but by that time the player and money were long gone. So yeah, they're Accredited because they've earned it, many many times over.

... Casinos can put whatever they want into their rules and there's not really much a player can do about it. ...

Sure there is! They can read the Terms and if they don't like them they can go elsewhere. Voting with your feet, so to speak, is every player's right. However, if the player agrees to the Terms then later breaks them they haven't really got much room for complaint.

I know I'm stating the obvious on both points above but it seems that people need to be reminded of these things from time to time.

- Max