Gudar Casino - Выигрыши в бонусной игре были отменены.

Hello .My problems with the Gudar casino began after the first game. I played only 1 times and I 'm lucky. On November 21, I sent my documents for verification. I received a message that my documents were checked. I put part of the win on the withdrawal. On 29 November, I was informed that the withdrawal was sent for further verification. On December 1, I received a message that my withdrawal was cancelled due to irregular play. I asked the casino about the reason for the cancellation. I have received an unclear and inaccurate response. "Our bonuses are created with the purpose of entertaining. If bonus or deposits are not used with the same purpose (for betting and playing), the casino deems such actions a violence of the rules of the bonus use. " I played only 1 times, I do not understand how my game can be irregular. I used my money to play according to the terms. I ask you to look into the situation, I want to get my winnings of 635 euros.

Dear Vladimir,

Thank you very much for submitting your complaint. I will contact the casino and ask for their clarification, but, before that, could you to specify which bonus you have played with? Please post the link here or send it to my email address [email protected]. I have checked the Bonus Terms and Conditions and I found a lot of examples considered to be irregular play: 

"A list of what may be deemed abuse may include but is not limited to:

1. Using more than one account
2. Equal, zero or low margin bets
3. Placing bets in excess of the maximum stake allowed when having an active bonus is 4€ per game round or 0.30€  per line
4. Wagering bonuses on excluded games
5. Collusion
6. Manipulation of software, exploitation of loopholes or other technical forms of abuse or other behavior which amounts to deliberate cheating"

I will be waiting for your reply patiently. Hopefully, I will be able to help you to resolve this case to your satisfaction as soon as possible. 

Best regards,

Petronela

Hello, thank you for your help. I didn 't violate the items which you listed. I 'm sure. I want to pay special attention to the fact that I  played one game. Only once. I planned to play futher but was immediately accused of irregular play. I don 't understand how it 's possible.

I used a welcome bonus. Here 's a link to this bonus at the casino. https://www.gudarcasino.com/content/promotionsb/welcome

Dear Vladimir,

Thank you very much for your quick reply. I contacted the casino regarding your issue. Hopefully, we will receive a response soon and sort this case to your satisfaction.

@ Gudar Casino, please, could you shed some light on this case? Thank you very much in advance for your reply. 

Reply from the casino sent to us via email:

"Dear Petronela, 

We have received the information about the complaint. We have canceled the user's withdrawal for the following reasons that were already sent to the player some days ago: 

Withdrawal canceled for irregular plays

T&C:

General terms and conditions of our bonuses 
Our bonuses are created with the purpose of entertaining. If bonus or deposits are not used with the same purpose (for betting and playing), the casino deems such actions a violation of the rules of the bonus use. In such case, we reserve the right to place violators to the black list, followed by cancellation of all winnings and refund of the initial deposit."

We would like to ask the casino to specify which exact rule has been breached. Thank you in advance for your reply. 

 

We would to ask the casino to specify which exact rule has been breached. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’. Thank you in advance for your reply.

Since we haven’t received any explanatory response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.