4Kasino Casino - Выигрыш игрока был конфискован.

Casino: 4K Casino 

Operator: Famagousta B.V. 

License: Curaçao Gaming Control Board (OGL/2023/155/0098)

Complaint:

I deposited €50 and activated a 110% sports bonus (€55). The wagering requirement was 5x the deposit + bonus, which equals €525.

I completed the wagering requirement on sports bets. After the wagering was completed, the bonus disappeared automatically and the remaining balance became real balance.

After completing the wagering, I continued playing and later won €3,715.04 on slot games.

According to the transaction summary in my account:

• Slot games show €0.00 Bonus In and €0.00 Bonus Out.

• This indicates the slot winnings were generated from real balance funds.

• The sports betting category shows an overall negative result.

When I attempted to withdraw €500, the casino required KYC verification. I completed the verification successfully.

After this, the casino cancelled my withdrawal and confiscated €3,715.04 from my account.

The casino claims that I breached the maximum bet rule because of a €60 bet during an active sports bonus.

However:

• The wagering requirement (€525) had already been completed when the €60 bet was placed.

• The casino has refused to provide evidence showing that the bonus was still active at that moment.

• They have also refused to provide the exact bet that allegedly breached their rules or logs showing the bonus status.

Their responses only state that the decision is final without providing any supporting evidence.

I believe the confiscation of €3,715.04 is unjustified because the winnings were generated from real balance funds after the wagering requirement had already been completed.

I am requesting assistance from Casino Guru to help resolve this dispute.

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 with 4Kasino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible?
• Were you informed at any point that bonus terms and conditions persist even after the wagering requirements are complete?
• How were you notified that the wagering of the bonus was complete, to your knowledge?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations made against you and other supporting evidence? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

my account is accesible

i followed the wagering of the sport bonus and when it was finished i play on the slot "sugarrush" and "sugarrush1000"

Here is the first mail from 4kcasino

Dear Jonathan

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of €3,715.04 has been removed from your balance due to the breach of the following Terms & Conditions & Promotional Term:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

5. The maximum bet amount a player can place when having an Active Sports Bonus is equal to the deposit amount. Should a player deposit more than the required amount to trigger the maximum bonus, the maximum bet amount a player can place equals the amount that triggers the maximum bonus. For example, for a Sports Bonus of 100% up to €100, if the player: a) deposits €50, the maximum bet amount is also €50, and b) deposits €150, the maximum bet amount is €100.

Please note that the amount of your last deposit remains in your balance.

Please do not hesitate to contact us in case you need any assistance or clarification.

Kind regards,

Customer Support Team

.

[49PLK3-43K7J]

Thanks for your reply.

I would recommend that you request the game history from the relevant period in Excel format from casino support.

Please forward it to me for review. If the casino refuses to provide the relevant records to you, please forward the relevant communication and forward it to me instead.

My email is [email protected]

Please let me know if your efforts to gather your game history were successful.

Looking forward to your reply.

Dear Jonis,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru