iNetBet US | Kudos Casino Support and Complaints Thread

UPDATE - I can confim that this payment has now been made.

Hello  @Steven Income-Network what about my account please follow up, thanks.

Hello Nurinuri,
I have spoken to our security team and they informed me that the reason your account has not been verified is that the documents you provided did not have the same address as the one you created your account with therefore the account will not pass the security checks.
Obviouosly I do not have acccess to these documents as only the security team have access to them for data protection but this is the reason why your account was not verified.
Kindest regards,
Steven

They never told me this. My addresses surely matches my account. I have 2 addresses and bills for both of them. If they need a bill for whatever address they claim they should tell me. Not close my account suddenly.
Please tell them to tell me which address they want my bill for to be clear.

Hi Nurinuri,
Thanks for getting back to me. I'm not going to post any of your personal details on a public forum, if you have 2 addresses and the docs you sent were fromthe wrong address then you can just send the documents for the other address.
If you email them to the support team these will be then sent to the security/fraud team and they will make a decsion on the status of your account. I pressume they did not tell you this as we would assume that a player knows the address that they used when they created account.
Regards,
Steven

Good luck, nurinuri!  Seriously.  Please continue to pursue, and don't give up.  If I could offer up a piece of advice, I would ask to see their gaming license too.  Hope it works out for you and, hopefully, you'll take your next deposit to a credible online casino.  LCB does a fantastic job of detailing each, and there are literallly dozens of online casinos that this type of stuff never happens.  3 days or less account verification (Vegas Crest does it in 1 hour), and same day payouts.  iNetBet can have their sandbox.  You need to be playing in a stadium.  Again, best of luck to with this.

#FYiNB  

Hello robsspot3131,
I appreciate that you have taken umbrage with our casino group I understand that you can't please all the people all the time. Obviously being online for over 20 years and having thousands of active players there will be players who are unhappy at times with the service they have received. This happens to every single company in the World especially one that has been operating for over 2 decades. I would like to have 100% Customer Satisfaction however I'm also a realist and know that this would be an unrealistic target. People are a lot more likely to write down their feelings after receiving bad service rather than having a good experience, you can't alter human behaviour. In terms of our player base complaints against us are very low.
In regards to the licence, all our brands operate under the following licence: Curaçao Interactive Licensing N.V. (CIL) #5536/JAZ. If LCB require to see this we will be more than happy to send them a copy. We have also sent a copy of our licence to the review page, that I presume you were referring to in your other post, however despite us providing evidence of our licence they have not changed the status of our account. I have actually spoken to LCB staff about this as well, I was the one that brought the conversation up as we have nothing to hide regarding this.
We are not going to flush 20 years of business away and we are looking forward to many more years of being one of the most established and biggest "Stadiums" around.
Kindest regards,
Steven

Well, sometimes I use one of my houses and sometimes my other. It's not a big deal really. I sent them bills for both houses now so I'm sure my address is proved. Honestly, this is more work verifying to get my minuscule payment of 60 dollars then when I have bought land. Quite silly but please verify now and pay my 60 dollars.

I already sent all documents and they confirmed verification was complete! They refuse to pay me by wallet but they will pay me by bank. But when I made the withdrawal request they declined and said they need a bill again (even though I already sent my proof of address and verified a long time ago). Please send my bank transfer!

Hi triller79,

We'll ask the Casino Rep to provide an update on your case. Keep you posted. 

Hi Triller70,
I'm very sorry this was rejected, I have spoken to the cashier team and told them that this should be prossesed. Please request the withdrawal again.
Kindest regards,
Steven

Hello?Did you verify? Please send my 60 dollars.

Hi nurinuri,

We've asked for an update on your case. Keep you posted. 

The casino still doesn't pay me my 60 USD. Their representative here does not answer. They do not reply to emails. This casino is garbage.

Hello Nurinuri,

The Casino Representative has already replied to you two times in this thread. If you're not happy with the casino's decision, you can file a complaint with their regulatory body (Curacao).

Hi nurinuri,

Sorry for the delay in responsding to your recent post. I am away from the office, the company allows me time off from time to time and I don't really check my work phone or computer so I can actually enjoy some peace and quiet, or so I thought!

I have spoken with the verification team, and your docs have been approved and you can request your $60 withdrawal.

I hope this issue is now concluded and I wish you luck at the future casinos you decide to play at from now on.

Regards,
Steven

Hey, nurinuri.  Is your withdrawal getting processed/been processed?

I made the withdrawal of 60 usd today.

I will let you know if it's processed or not.

I have received my 60 usd :)
Thanks for the help and support!

Hello copyzz,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative.

Hello copyzz,

Ok, thanks for providing us with your casino username. We'll contact the Casino Representative regarding your complaint. Keep you posted.

Hello copyzz,

Thank you for getting in touch regarding your experience at Kudos Casino.

The reason your winnings were voided are threefold, in that you broke 3 of the casinos terms and conditions, all of which can be found here http://www.kudoscasino.com/terms/ for clarification I will explain each reason on here.

1) You are from Serbia

In the 4th paragraph on the Terms and Conditions page it states the following..

"Players from the following countries must make a cash purchase before they can redeem any non deposit bonuses: Albania, Armenia, Bangladesh, Belarus, Bosnia and Herzegovina, Bulgaria, Croatia, Czech Republic, Hungary, Indonesia, Latvia, Lithuania, Malaysia, Poland, Romania, Serbia, Slovakia, Slovenia, Turkey, Ukraine."

2) You had an other account which you had also tried to redeem a free chip in. You had previously opened another account in Kudos in 26th September 2018 using a free chip also.

Further down the page, about 9 paragraphs are the bonus use rules which state...

"Kudos Casino may withhold play, winnings or account balances and/or apply charges to your casino account should we, in our sole discretion, determine the account to be fraudulent, or under any of the following circumstances:

•    If you hold more than one account, or your account is linked to other accounts"
 
3) You place a bet of 25% or higher than the bonus value, this is stated on the 2nd to last paragraph of the terms page...

During play with Kudos Credits wagers must be below $10 or 25% of the original credit amount whichever is lower. This is active as long as the Kudos Credits remain in the account balance regardless of the wagering requirement.

Also the wagering on the code you used was $625 and not $1,000. this equates to a 25 times playthrough which is in line if not better than industry standard.

When creating an account at Kudos Casino you have to confirm that you have read and understood all the terms and conditions in order to create the account.

If you have any queries regarding these 3 term breaches please feel free to get back to me.

Kindest regards,
Steven

Hi Copyzz,

The codes can be used by Serbian players, after they have made a cash purchase at the casino, as it states in the terms and conditions.

We have sophisticated security systems in place, the 2 accounts you created have the smae name, address, email and telephone number. For our systems that flags as a duplicate account! The account you created in September was from you signing up via another forum called Bank Roll Mob, maybe that may jog your memory.

RTG do not allow us to include the Limit Betting Information in the Coupon Settings, this is why we have all our terms and conditions written down in a very easy format so that people can read them and understand what the rules are. If you have creatd an account an by doing so confirm you have read the terms and conditions, which you clearly have not, I don't understand how we can at fault. We provide the information, you chose not to read it.

Steven

I won 100 USD in both casinos with bonuses without deposit, I sent my documents, which were approved I made an initial deposit, I played the value of my deposit and at last I had the account 100% verified. Today to my surprise, the withdrawals were canceled and the accounts closed. I was in chat to inform me about the problem and was told that it was because I was playing from another country ... I explained that it was a problem caused by the browser operates which uses a VPN in its software ... I would like it if they did not reconsider my case that at least give me back the money I used to deposit.

Att. Pedro Rosales

Hello pedrito,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative regarding your issue.

So sorry, Pedro, to question you, but I'm afraid there's a bit of a language barrier, so I'm just trying to clarify.  Are you saying that you actually deposited your own money here, then basically broke a Term & Condition related to the country that you live in?  From there, you're saying that your account was closed, and they confiscated the money that you actually deposited there?  Is that correct?

I played with a no-deposit bonus offered by LCB at both casinos. I won 100 USD in each of them, finally to finish checking my account required a deposit and documents, everything went correct until that part. But when I requested a withdrawal, in addition to denying the withdrawal of my gains + my deposit, and finally closed my account. I then tried the chat and I was informed that the reason was my IP address not being of my country, as mentioned before I use the Opera Browser that has a VPN itself and this was the reason ... I believe the correct thing to do of the part of them would ask me first of all the reason and not close my account and hold aside my winnings my money deposited. Sorry for the spelling mistakes, as I use google translate

Hello Pedrito,

Thank you for getting in touch and I'm sorry to hear that you did not enjoy your recent experience at iNetBet and Kudos Casino.

I believe you have spoken to our Chat Team recently regarding this issue.

Your account was closed as it was flagged by our proprietary Fraud/Risk systems the reasons are below.

Your account was flagged becasue when you registered you stated that you lived in and  are playing from Venezuela. However when you log into Kudos Casino your IP is stating you are playing from Zurich in Switzerland.
On top of that when you then log in to iNetBet minutes after finishing in Kudos Casino your IP then switches to New York in USA.

Having a player who is registered in Venezuela and all your activity is in Zurich for Kudos Casino (4 sessions) and then all your activity in New York for iNetBet (4 sessions) when you are logging in to both casinos within minutes resulted in the system flagging this account.

Therefore when this was passed on to the management team the decision was taken that you were trying to mislead/manipulate/mask your true playing location and or information which is a direct breach of the casinos terms and conditions.

Regards,
Steven

hello ... just reinforce what he said his information ... today we know how much hackers are malefic in the community and I've lost money for that reason ... since then I always use the browser operates to protect me. another thing I proved that I live in Venezuela and that I am Venezuelan when I sent my documents to you, which was approved. As I said in the first post, if I'm not welcome to play in your casino, that's fine ... but I want to receive the money I deposited.

Pedro,

I'm not actually someone that can help you resolve this...specifically, but I can tell you a few things.  

1.  Most online casinos will frown on VPN use, b/c of what the Casino Rep did say.  Whether you mean it, or not, it looks as if you are attempting to conceal your location &/or indentity.  To prevent this in the future, I would suggest only using a VPN @ bitcoin-only casinos.  Most of them, if not all, do not require KYC.

2.  NO ONE &/or NO ENTITY has the right to keep your deposited money.  That is theft.  There is not 1 Term & Condition bullet point, or by by-law at either Kudos or iNetBet that supports this.  Considering that as well, if your deposited funds are not returned, it also skirts the line of fraud.

3.  Do your homework on these casinos.  Kudos/iNetBet may have a good rating here, but they have warnings elsewhere.  Who is to say which monitoring site is right, and who is wrong, but I believe it's always best to go with a casino that has good marks everywhere.  Plus, there are over 20 pages of complaints here.  Just do your research, and you will not have to worry about theft.

On a personal note, do EVERYTHING you can do get your deposit back.  These sites are governed and licensed.  Be active on these boards, and be loud.  Be honest, tho.  You won't get help, unless you are honest, ya know?  Go to 4chan.  There is an entire Anonymous community against "companies that rip people off".  Do you understand what I'm saying?  If after you've tried, I mean really tried, if you haven't gotten anywhere, come back here.  But again, Pedrito, make sure that your intentions with this entire thing were not fraudulent yourself, and that everything you have stated is correct, i.e. that this is just an honest mistake dealing with a VPN.  You've already got my attention, b/c I've had my own dealings with this sandbox operation, so that's why I'm willing to, at least, point you in the right direction.  Be proactive and busy.  

Hi robsspot3131,

I'm a bit confused as to the "Theft" allegation here!

At no point have we ever said we will not return the players deposits! Not in my post above or in the Live Chat we had with the player in which teh CS rep advised that this has been passed over to the senior management team and they will deal with this. 

In regards to our listings on other sites, in general we have good ratings, not going to say we're perfect but in some instances we have  supplied information to other sites which they have simply ignored, nothing we can do about that. On most forums you will also see that the majority of the time they find in favour of us, even the ones that don't like us! Kind of peculiar, right! 

In reagrds to the 20 pages of complaints, the first post of this forum was posted in 2014, August 14th to be exact, if you take into account the reps replies as well as general enquires, promotion posts etc. their aren't actually that many compalints for 5 years, not bad for a "sandbox" operation that has 20 years plus of trading!

Kindest regards,
Steven

Steven,

That's why I specifically said, "IF <--- your deposited funds are not returned.  He has given no indication as of yet that they would be, when that is something that should have been immediately done, along w/the closing of the account.

I appreciate you taking time out to respond to me.  Let's just worry Pedrito, huh?

UPDATE

Just to keep those following the thread in the loop. The OPs 2 deposits will be refunded today by our finance team.

We take the security of our players and that of our own very seriously, while VPNs are now popular and easily available, they still are a common method of use in regards to fraud. This by no means suggests that we believe the OP to be involved in any activity of this nature, but that by replicating the same stance across the board in these particular instances protects all those involved.

Our advice to anybody playing at any online casino is not to use a VPN to mask your location as this will be in a lot of casinos terms and conditions. If you have no option we would advise you to contact the casinos support team and check before creating an account and depositing any money.

Kindest regards,
Steven

until the present moment there has not fallen 1 cent in my btc wallet ... as soon as I fall I come from a return

Hi Pedrito,
I'm just seeing if you receieved the funds. Our Finance team processed this on Friday Evening.
Regards,
Steven

Hello!

Hello my name is Maria Galindo, I'm having a bad time at this casino (Kudos). I played with the free welcome bonus they offer, I won 130 dollars, after that I deposited $ 25 to complete the verification process required by them, played with my money and ended up with $ 215 in balance after sending several documents, they told me today that my account did not pass their strict verification systems, I sent an email which was not answered asking for explanations about my case, and I come through this post to show my dissatisfaction with this casino, and I come if they do not return I am late about my case asking them to return my money from the deposit along with what I won by playing with him ($ 85).
Thank you in advance for the space that this forum offers us to be able to run behind our money in this kind of case.

Hi gmaria,

Please private message me your casino username and we will ask The Casino Rep to look into your case. 

@gmaria - Your account info has been sent to The Casino Rep. Keep an eye on this thread for the updates. 

I had a big problem with this casino, i opened an account here a lot of years ago and was years i don't played here, so i contacted the support to ask to close my old account and i opened a new one with my updated information and the support agreed with this, then i used a LCB code that give you a $15 free play, i played all the requierements and i got about $ 50 in real money, then i played more and i lost everything,, my balance was $0.00 , then i made a deposit of $ 10 and i won $5, so i made a withdraw request of $ 15, from this moment i started a conversation with a guy "CSR Lewis" and this guy write me that my winning was voided because i had played a $ 0.01 cent tournamente using a free play (i was arrived last in the tournament so i won nothing with this) but i explained to him that my balance with this free chip was $ 0.00 i had lost everything and the winning i made was after a real money deposit without any bonus, he write me again and told me that i can't play tournament with free chip, so i got confued, my free chip balance was $ 0.00 and after i played with real money so what kind of stupid explication is this? then he write me again and changed version, he told me that my winning was voided beacause i had mulptiple account and he close my new account!! i got more confused because was me to ask to the support to close my old account and i started to play with the new one when the other one was closed so there is no multiple account!! now i ask to LCD if can help me to understand if the problem is with The casino or only with this Guy!! and i want my account reopened and my winning paid to me!! my Country Italy are closing a lot of casino every day that don't respect our regulation, they have a website page where we can report irregular casino like this, so let me see what's happen then i'd like to know if have any sense for $ 5 stupid dollar won regularly loose all the italian player!!!!

HI,

I won 400$ on the no deposit bonus and i've send them all the document requested, they keep relying to me since i make the 26$ deposit needed for the account verification, after that they simply stop replying me, they ignore every mail i send them. I've tried to contact them with another mail, they keep repying until i've told them who i was, after that no more mail.

@vitanuova803

@ciupacapres

Please private message me your casino usernames so that we can ask The Casino Rep for assistance. 

Hi ciupacapres,

We've sent your account details to the casino. Keep an eye on this thread for the updates. 

i'm still waiting for this casino scam to give me my money back, i sent 3 times my btc address and they keep rolling.

Hi gmaria, 

We'll send them a reminder email. Keep you posted. 

Hi guys,
Sorry for delay in replying. I have been on vacation for a couple of weeks. I will look at all the relevant queries and get back in due course.
Steven

Hi @gmaria,
Sorry for the delay in replying.
I have looked into your comments and the reason your winnings were void is that you failed our verification process.
This was down to the documents you sent us regarding your IP did not match the details of the IP you were playing from which is in breach of the casino terms and conditions.
I can see that the deposit was refunded to the bitcoin wallet address you provided us with on 15th August.
Kindest regards,
Steven

Hi @ciupacapres,
Sorry for the delay in replying.
The reason that your account has not yet been verified is that we are curerntly awaiting a copy of your Internet Bill in order to verify your account. We have asked for this on several occasion but have yet to receive this from you.
Once you can provide us with the bill from your Internet Provider, you have played on our instant play version of the casino which means this must have been via an Internet Provider, we will then be able to get your account checked off.
Kindest regards,
Steven

Hi @ciupacapres,
Sorry for the delay in replying.
The reason that your account has not yet been verified is that we are curerntly awaiting a copy of your Internet Bill in order to verify your account. We have asked for this on several occasion but have yet to receive this from you.
Once you can provide us with the bill from your Internet Provider, you have played on our instant play version of the casino which means this must have been via an Internet Provider, we will then be able to get your account checked off.
Alos as you deposited and played with winnings that you made from a free Chip with a maximum cash out of $50 means that any winnings you have will be $50 max as you mixed restricted winnings with your deposit.
Kindest regards,
Steven

For years I have been a player in good standing, playing at both Inetbet and inet's sister casino Kudos Casino, That which follows speaks directly to Kudos Casino. 

I will leave out the fact, I have deposited more than 25,000 dollars with Kudos Casino and have in winnings less than 4,000 dollars. 

Each time I have managed to win Kudos deducts unreasonable fees and today what Kudos claimed from my 1000.00 dollar requested withdrawal amount approving and processing for Processor payment via Bit coin within 24 hours. 

I used the 10% Deposit Boost which equals 8.90 dollars added to my 89.00 dollar deposit. I won and cashed out 1000.00 dollars and will receive 941.10.

Kudos clearly publishes  Bit Coin withdrawals as FREE No CHARGE but I am now informed there's a fee involved to withdrawal using Bit Coin. 

Any and all attempts to reason Kudos Support is useless as they have their mind on trying to provide me some form of excuse that justifies the deductions. There is None..

Kudos Casino owes me the balance of my winnings and I want my money and I want it now. I won it fair and square and they should stop all these attempts to reduce players winnings through use of tactics otherwise deemed unfair and under handed. 

 You can see from the attached screen shot, Bit Coin states FREE and I would love to hear the explanation of how 8.90 dollars Boost is has been increased to 58.90 dollars.. I see it.. 8.90 dollars is the Boost so they're charging me 50.00 dollars for a FREE SERVICE.. 

If your site says FREE then it's FREE or you have misrepresented the terms and conditions... FREE Means FREE.. ???

Kudos can simply deposit my 50.00 dollars back into my casino account there should be NO Limitations on Play... And Ill be satisfied.. It's only fair..