RESOLVED: Kudos casino non payment $ 150

Hello, my name is Valentin Stan. On March 5 I joined Kudos casino and used a non-deposit bonus of $ 40,after a few hours I managed to wager this bonus and on the 6 March I sent the documents required for account verification,their response arrived very fast,and they told me I had to make a deposit in order to verify my account. I made the deposit because I trusted them for the simple reason that they are part of INETBET GROUP and I have seen they have been online since 1998.Unfortunately after my deposit things started to go wrong. On March 14 I sent them an e-mail because I had not received any sign from them.

Valentin Stan <[email protected]>
14 mar. (13 days ago)
to support
Hello, my name is Valentin Stan ,username valistan85, I sent you an e-mail on the 6 march with documents to verify my account,you said that I need to deposit first and I made this on the same day,now we are on the 14 March,already a week passed but nothing yet,what is going on over there,why nobody is answering?.The live chat is not working,when I sent my first e-mail with documents the response arrived instantly,please verify my account,I wait for your reply,thank you!

the answer arrived on the same day,
CSR Lewis

Hi Velentin
Thanks for your email
Please send us proof of possession of the credit card used in the casino – The back of your credit/debit card must be signed.
Kind Regards
CSR Lewis
Kudos Support

I complied with the request and sent the photos with my signed credit card front and back and after I sent the email I received an answer:
CSR Lewis
Hi Velentin
Thanks for your email
However you have not filled the verification form with your card information.
Please kindly do that and resend us the form,
Kind Regards
CSR Lewis
Kudos Support

I remade the form and sent it immediately
on March 16 I received the answer:

CSR Lewis
March 16 (11 days ago)
Hi Valentin
Thanks for your email
We have just verified your Kudos account and added your documents to your secure casino file.
Kind Regards
CSR Lewis
Kudos Support

On March 19, I asked for a $ 175 withdrawal and got the answer:
Dear Valentin Stan,
We're sorry, but your BankWire payout request of $ 175.00 USD for Account ID valistan85 has been declined.
All deposits need to be wagered at least once
We thank you for your continued business and are always available if you should have any questions.
Email: [email protected]
Phone: N/A
- The Staff at Kudos Casino -
34972669 - 3/19/2018 2:52:14 AM
although I think this claim on their part is irrelevant I have complied.
On March 20 I requested another withdrawal for $ 150 and on March 21 the answer arrived:
Dear Valentin Stan,
We're sorry, but your BankWire payout request of $ 150.00 USD for Account ID valistan85 has been declined.
You have not entered a Account number for your bank
We thank you for your continued business and are always available if you should have any questions.
Email: [email protected]
Phone: N/A
- The Staff at Kudos Casino -

this is a big lie and I've already lost my patience and since I noticed that I can not withdraw by wire transfer, I have requested a $ 150 withdrawal through the neteller e-wallet.
On 23 March I got this e-mail:
Dear Valentin Stan,
We're sorry, but your NETeller payout request of $ 150.00 USD for Account ID valistan85 has been declined.
You need to verify your Neteller and card details. These are not included on your verification form
We thank you for your continued business and are always available if you should have any questions.

Email: [email protected]
Phone: N/A
- The Staff at Kudos Casino -

34991825 - 3/23/2018 2:39:12 AM
I sent them screenshot with neteller account and today I received the answer
Dear Valentin Stan,
We're sorry, but your NETeller payout request of $ 150.00 USD for Account ID valistan85 has been declined.
You are not eligible to claim free offers before depositing as per our terms. Your play is thus void. http://www.kudoscasino.com/terms/
We thank you for your continued business and are always available if you should have any questions.

Email: [email protected]
Phone: N/A
- The Staff at Kudos Casino -
35041067 - 3/27/2018 3:43:04 AM
on their terms and conditions are stated this paragraph :
In addition to Kudos Credits we also offer Free Chips, Free Spins and other non deposit offers. You are only allowed to claim one such offer before you make a further deposit of at least $10 in the casino. Note that you can receive as many Kudos Credits as possible between deposits, you just cannot claim more than one non deposit offer.
and the last e-mail I received today on March 27
Hi Valentin,
There is no subterfuge, the terms that you agreed to when creating your account are very clear and readily available.

If you do not wish to play with the funds you have deposited we are happy to refund them.

Kind Regards,
Kudos Support

please help me because they are violating their own terms and use tactics to cheat players.

Hi Valentin Stan,

Tha casino rep will be notified. Keep an eye on this topic. 

Hello Valentin Stan,

Thank you for getting in touch and I'm sorry to hear that you were unhappy with your recent experience at Kudos Casino.

I have looked at your account and can see that you are a Romanian player and that the withdrawal you requested on your account was from a $40 Bonus you used prior to making a deposit. If you check the terms and conditions page for Kudos casino you can see in the 4th point from the top the following term...

"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"

This term precedes the term you mentioned in your original post in relation to only claiming one no deposit code before making a deposit.

I would however like to apologize for the protracted way that this was communicated to you.

Our verification process is separate from that of our cashier process and this is something that I will bring up with the relevant people to ensure that players can be informed of potential issues earlier as I appreciate it can be frustrating having to submit the information to verify your account several times only to be then told that the withdrawal is not valid. 

Please let me know if you would like your deposit refunded? Alternatively if you still want to play at Kudos Casino you will be entitled to 150% cashback on the deposit you made if you play and are unlucky.

If you have any further questions please feel free to get in touch.

Steven

Thank you very much Steven,I apreciate that you want to give me 150% cashback,I will do as you say but I hope in the future everything will be ok.Thank you LCB team and Steven for all your eforts.

We are glad it has been sorted.