4Kasino Casino - プレイヤーの賞金は没収されました。

I've been 'stolen' €312, which was already in my real money balance and which I had already tried to withdraw from the casino, citing an ambiguous clause that said nothing about not being able to profit more from the bonus than the bonus amount itself. I've attached screenshots of the credited balance, the withdrawal attempt, the 'new balance', and the complaint I filed with both the casino and the Curacao Gambling Control Agency.

Me han 'robado' 312€, que ya estaban en mi saldo real y que ya había intentado retirar del casino, alegando una cláusula ambigua que no decía nada respecto a que no se puediese obtener más beneficio del bono que el propio importe del bono. Os adjunto captura de saldo acreditado, de intento de retiro, de 'nuevo saldo' y de la queja presentada al propio casino y al CGA de Curacao.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. These appear to be the relevant rules in your case:

1.8 Bonus/ Promotions Rules are described in the "Promotions" part of the Website, where you can see the conditions applied for each bonus and/or promotion. Maximum Bet amount you can place when you have an active casino bonus is 5€ (or currency equivalent) per spin on a slot game or 15% of the total bonus given (whichever comes first).

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Hi Tomás. I've sent you several screenshots to the email address you provided. It's not a casino bonus. It's a sports betting bonus. And it's not related to the maximum amount that can be bet, but to the amount that can be converted with the bonus money. The money was 'real' money, not bonus money. They stole it from my real money balance, claiming, without any reason, maliciously confusing "maximum bet that can be placed," which does appear in their bonus terms and conditions, with "maximum amount that can be converted into real money," which doesn't appear anywhere in their terms and conditions. Thank you.

Hola Tomás. Te he enviado varios pantallazos al correo-e que me has indicado. No es un bono de casino. Es un bono de apuestas deportivas. Y no relativo a la cantidad máxima que se puede apostar, sino a la cantidad que se puede convertir con el dinero del bono. El dinero era 'real', no de bono. Me lo han robado de mi saldo real, diciendo, sin razón alguna, confundiendo malintencionadamente "máxima apuesta que se puede realizar", que sí aparece en sus condiciones del bono, con "máximo importe que se puede convertir en dinero real", lo cual no aparece en ningún momento en sus condiciones. Gracias.

I have sent an email to Curazao ya 4kasino, requesting the return of the stolen money.

He enviado un correo-e a Curazao y a 4kasino, solicitando la devolución del dinero sustraído.

Dear tsaklas13,

Please understand that if you were accused of breaking the rules of a sports-betting bonus specifically, we might not be able to assist you. Since we don’t have enough insight into this field of online gambling, we wouldn’t be able to interpret the casino’s results of the investigation and/or their explanation correctly and judge this case fairly. We don’t think that your complaint is unjustified; we just couldn’t evaluate the issue properly. We would really like to help, but it is impossible for us at this time.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. I am sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.