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Hello, at Kinbet casino, I had a bonus called "Santa Slow 1" with an amount of €17.50, which I had to wager 35 times. I played the game and completed the 35x requirement, and my account balance was €226. Suddenly, it was reduced to €170. I exited the game and asked in the live chat if this bonus had a max win limit, and they told me it didn't, and once you complete the 35x, you can play as much as you want. For 4 days now, I've been trying to explain what's happening. I have photos, videos, and all the evidence to show that I'm right. Now, they're telling me that the max win from this bonus is €175, even though when I was playing and I asked, they said there was no max win. They're deceiving me and not giving my money back. I will upload all the photos to show everyone how they're deceiving me.

Γειά σας στο καζίνο Kinbet είχα ένα bonus "Santa slow 1" το ποσό ήτανε 17.50 ευρό έπρεπε να παίξω ×35 φορές εγώ έπαιξα το παιχνίδι και συμπλήρωσα τα ×35 είχα στον λογαριασμό 226 ευρό και ξαφνικά μου γίνανε 170ευρο βγήκα από το παιχνίδι και ρώτησα στο live chat αν το μπόνους αυτό έχει max ween και μου είπανε ότι δεν έχει και αφού συμπληρώσετε τα × 35 μπορείτε να παίξετε όσα θέλετε. Εδώ και 4 μέρες προσπαθώ να τους εξηγήσω τι γίνετε έχω φωτογραφίες έχω βίντεο έχω ολλα τα αποδεικτικά στοιχεία για να σας δείξω ότι έχω δίκιο. Τώρα μου λένε ότι το max ween από αυτό το μπόνους είναι 175 ευρώ ενώ όταν έπαιζα και ρώτησα μου είπανε ότι δεν υπάρχει max ween με κοροϊδεύουν δεν μου δίνουνε τα λεφτά μου πίσω θα ανεβάσω και όλες τις φωτογραφίες για να δείτε όλοι πως με κοροϊδεύουν

Dear TatiaChkhaidze,

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. 

• Do I understand correctly that you played with this bonus? https://kinbet6.com/en/promotions/special/santa_slope
• Could you please clarify if you deposited any money to activate this offer?
• Was €17,50 the value of the bonus you received?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

In fact, I played this bonus, I had made a deposit of 25 euros and they gave me 70% of my deposit, which corresponds to 17.50 euros. I continued to send them emails, talked to them and in the live chat I also sent them a video from the game history so that they could see that I had not played anything else in the meantime so that they would not have any doubts. When the money disappeared, I immediately entered the live chat and asked them if this particular bonus has a max ween and as I showed you and the photo, they replied that there is no max ween, after 3 days I get an answer that the max ween is 175 euros.

Μάλιστα αυτό το μπόνους έπαιξα είχα κάνει κατάθεση 25 ευρώ και μου δώσανε το 70% της κατάθεσης μου που αντιστοιχεί σε 17.50ευρω. Συνέχεια τους έστελνα email μιλούσα και στο live chat τους έστειλα και βίντεο από το ιστορικό του παιχνιδιού για να βλέπανε ότι δεν είχα παίξει κάτι άλλο στο ενδιάμεσο για να μην είχανε αμφιβολίες. Όταν εξαφανιστικαν τα λεφτά αμέσως μπήκα στο live chat και τους ρώτησα αν το συγκεκριμένο μπόνους έχει max ween και όπως σας έδειξα και την φωτογραφία μου απαντήσαν ότι δεν υπάρχει max ween μετά από 3 μέρες περνώ απαντήση ότι το max ween είναι 175 ευρώ.

Thank you very much, TatiaChkhaidze, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you TatiaChkhaidze for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask KinBet Casino for their help in resolving this complaint. We would like to know why were the player's winnings capped and what can we do to help resolve this issue.

Thank you!

Dear Tatia Chkhaidze and Casinoguru Team,

Thank you for bringing this matter to our attention. We truly understand how frustrating this situation must have been for you, and we sincerely apologize for any confusion or inconvenience caused.

To clarify, the Santa Slope 1 bonus you received had a maximum win limit of 500% of the initial bonus amount, which in your case was €175. You received a bonus of €35, and once you completed the required wagering, the system correctly applied the win cap of €175 to your account. This win cap was also visible in your account under the "My Bonuses > Active Bonuses" section.

While we regret the confusion caused by the miscommunication in live chat, the correct information regarding the win cap was provided to you in an email prior to this. We apologize for any misunderstandings that may have arisen after that.

We understand that this situation has caused frustration, and we truly appreciate your patience and understanding. We are committed to ensuring more transparent communication about our bonus terms in the future.

If you have any further questions or concerns, please feel free to reach out. We are here to assist you and are grateful for your feedback as we continue to improve our service.

Warm regards,

KinBet Casino Team

Thank you for the explanation KinBet Casino representative.

Dear TatiaChkhaidze, does this explanation resolve your issue? Thank you in advance!

Dear TatiaChkhaidze,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

This casino always has excuses for its own interests!!!! If I can't trust a representative in live chat then who should I ask? And where can I trust? Generally they don't know what's going on with them but they say in live chat but they do then they make fun of people since then other issues have arisen let's say I won the crub bonus but they didn't give me the bonus even though I sent photos and asked them to look at the video nothing no they just told me that the bonus is not available and that's it. This casino is not to be trusted be careful everyone they change the laws and regulations when it suits them and whenever it suits them.

Αυτό το καζίνο πάντα έχει δικαιολογίες για το συμφέρον του πάντα!!!! Αν εγώ δεν μπορώ να το εμπιστευτώ έναν εκπρόσωπο στο live chat τότε σε ποιον να ρωτήσω? Και που να έχω εμπιστοσύνη? Γενικά δεν ξέρουνε τι τους γίνετε αλλά λένε στο live chat αλλά γίνονται μετά κοροϊδεύουν τον κόσμο από τότε έχουνε προκύψει και αλλά θέματά ας πούμε κέρδισα το crub bonus αλλά δεν μου δώσανε το μπόνους παρόλο που έστειλα και φωτογραφίες και ζήτησα να κοιτάξουν το βίντεο τίποτα δεν κανένα απλά μου είπανε ότι το μπόνους δεν είναι διαθέσιμο και τέλος. Αυτό το καζίνο δεν είναι για εμπιστοσύνη προσοχή σε όλους αλλάζουν τους νόμους και κανονισμούς όταν τους συμφέρει και όποτε τους συμφέρει.

Dear TatiaChkhaidze, I understand your frustration but it is important to check the bonus terms and conditions to prevent situations like these. As the casino representative explained the win cap was applied automatically after the wagering which is what we require from casinos and thus is considered fair. With that in mind, we will be rejecting your complaint. I am sorry I could not be of more help on this occasion. Thank you for your understanding. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter