Kent Casino: part of funds deducted citing player's bonus cancellation of 60,364 RUB
Complaint from Promo_111 to Kent Casino dated 1/25/24
I received a no-deposit bonus of 500 RUB, with a wager x45, then I made a deposit of 23 000 RUB, the bonus was fully played out, however after the playthrough an amount of 60 364,25 RUB was deducted from the balance. I contacted support asking why the funds were deducted from the account, they replied allegedly due to the player canceling the bonus, although I myself didn’t cancel anything. The casino refuses to resolve the problem, they only offer the bonus. I believe they intentionally deducted the funds to avoid paying out. The wager was completed – it would be stupid to cancel a 500 RUB bonus so they would deduct 60 364,25 RUB. Please resolve the issue.
Discussion process (4)
Complaint statistics against Kent Casino
Claims against Kent Casino
Publication details
| Parameters | Posted on our site |
|---|---|
| Date added | January 25, 2024 at 11:20 AM |
| Last revision | February 1, 2024 at 8:13 AM |
| Views | 1351 |
Complaint Author
| Parameters | Kent Casino complaint prepared and published |
|---|---|
| Published by |
4LUCK
Publisher
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| Complaint Author |
Promo_111
[email protected]
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| Fact-checked |
VyacheslavLenin
Complaint Specialist |
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Complaint sent to the casino
In addition to the complaint, I contacted support again to clarify details. Based on their data, the bonus wasn’t fully played through and funds were deducted from the bonus account due to the bonus being cancelled. However, even if you accept that the bonus wasn’t played through, the logic isn’t clear: an amount of more than 60k was deducted, the deposit was 23k, and after the deduction there were 6k left on the real balance which I kept playing with, not immediately noticing that the amount had changed. If you follow the casino’s logic, there shouldn’t have been any money on the real balance at all, since the bonus wasn’t played through. And again, the main reason for the complaint is the casino-side cancellation of the bonus – from the player’s perspective it seems obvious; it would be stupid to cancel a bonus, which the casino itself says only had a couple thousand left on the wager, just to avoid paying out 60k. According to the transaction history, by the way, you can see that the bonus was played through and an amount of 22500 is indicated. It seems the casino, by shifting the blame onto the player, simply doesn’t want to make the payouts.
Welcome!
We would like to express our apologies for any inconvenience you may have experienced. As a sign of our willingness to resolve the situation and to show goodwill, we have credited your bonus balance with funds in the amount of 60 364 RUB. We are confident that these funds will add joy and a positive experience to your gaming adventures on our platform.
Complaint resolved