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The casino confiscated around €530 in bonus winnings from me, even though I had met the wagering requirements for the bonus. The operator has justified the decision with the general reference of "reasonable suspicion of bonus abuse".

The problem is that I have not been given any individualized or condition-based explanation, even though I have requested it several times via email and live chat.

The operator has not told:

What specific terms of service do they think I have violated?

What specific bets or actions are considered bonus abuse?

What period or events are the suspicion based on?

In live chat, I was told that I had "already received a response," but the email I received only contained a general reference to the terms of service, without any detailed or case-specific information.

I understand that bonus funds are subject to terms and conditions, but I find it a serious problem that the player is not given the opportunity to understand or respond to the allegations when funds are confiscated.

Kasinolla takavarikoitiin minulta noin 530 € bonusvaroihin liittyviä voittoja, vaikka olin täyttänyt bonukseen liittyvät kierrätysvaatimukset. Operaattori on perustellut päätöstä yleisellä viittauksella "reasonable suspicion of bonus abuse".

Ongelma on, että minulle ei ole annettu mitään yksilöityä tai ehtokohtiin perustuvaa selvitystä, vaikka olen pyytänyt sitä useita kertoja sähköpostitse ja live-chatissa.

Operaattori ei ole kertonut:

mitä täsmällistä käyttöehtoa olen heidän mukaansa rikkonut

mitä konkreettisia vetoja tai toimia pidetään bonusväärinkäyttönä

mihin ajanjaksoon tai tapahtumiin epäily perustuu

Live-chatissa minulle kerrottiin, että olen "jo saanut vastauksen", mutta saamani sähköposti sisälsi vain yleisen viittauksen käyttöehtoihin, ei mitään yksityiskohtaista tai tapauskohtaista tietoa.

Ymmärrän, että bonusvarat ovat ehtojen alaisia, mutta koen vakavana ongelmana sen, että pelaajalle ei anneta mahdollisuutta ymmärtää tai vastata syytöksiin, kun varoja takavarikoidaan.

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Dear Kake95,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please clarify what type of a bonus have you played with?
• Have you ever deposited real money funds into your gaming account?

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,

Attila