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Klasino - withheld winnings


Found for the Casino - The player has tricked the bonus system into allowing them to play with bonus funds before they were entitled to.

Read our Klasino Casino Review.

Player's Complaint

Dear Pogg,

I would like to submit a formal complaint regarding my recent experience with

I registered my account (username: [EDIT]) on the 27/02/20 after seeing your positive review of their website. I signed up, opted in and deposited into their welcome bonus of 100% up to £100 and made full use of the promotion by depositing £100. I was very excited to get betting once I had seen the bonus had been redeemed. I therefore went to play some hands on Blackjack using entirely cash funds. After a couple of hands, I felt like I wanted to withdraw the profit as per their policy, it states I am entitled to withdraw my cash funds forfeiting the bonus funds which I agreed to. I was very shocked and upset to hear that on the 29/02/20 Klasino informed me via email that I had abused their promotion due to irregular wagering and was playing a game which has a tiered bonus which they mentioned I had to collect 9 out of 10 stars when I hadn't played such game. I got on live chat to ask which game I played that they felt I was abusing and haven't heard back since. I have attached the script of the chat I had on live chat.

I would very much appreciate if you could contact klasino and convince them to honour the winnings that I am so rightfully owed.

Many thanks for your time and cooperation,

Read the casino review

2 Responses

User icon
March 10, 2020

Hi ojs26990 - welcome to!

I'll contact the operator and see what we can find out for you.



User icon
April 3, 2020

Hi ojs26990,

I've discussed this issue with Klasino in detail. Unfortunately your account of events is significantly inaccurate in nature.

You deposited and received a bonus. You then immediately went on to place a bet amounting to your entire deposit on a single round of Blackjack. You terminated this round of Blackjack without completing it by exiting the game. This tied up your cash balance, effectively tricking the balance system into the false reading that your cash balance was zero when in fact your cash balance was pending the results of your round of play at Blackjack.

You then went on to play with your bonus funds Gonzo's Quest. You completed the wagering requirements associated with your bonus with a remaining balance of 0.75. You played this down to 0.11 then returned to your Blackjack game, completed the round to claim the winnings that you previously stalled.

The problem with this pattern of play is two fold. Firstly:

"5.7 For any wagers made, the wager is first deducted from the player's Cash Balance. If there is no cash available, then the wager is deducted from the Bonus Balance."

By stalling your Blackjack round and creating a false zero you were able to place wagers with bonus funds before you were entitled to do so.


"2.3 (iii) “Delayed winnings”, for example, while playing a game, a "free spin" or "bonus" feature is initiated with bonus or cash funds, then the player steps out of the “free spin” or “bonus” feature bonus by closing the game and moving to another game. The player then goes back to the original game to complete the “free spin” or “bonus” feature at a later time in circumstances such as after the bonus money has been forfeited, lost or wagering met and converted to cash."

This is from the irregular play section of the bonus contract you agreed to. You have'delayed winnings' by 'step[ping] out' of the Blackjack game 'and moving to another game' then 'go[ing] back to the original game to complete the [round] at a later time in circumstances such as after the bonus money has been lost'.

As such the bonus contract is void and the operator is within their rights to reset both parties to pre-contract conditions.

The above being the case there is nothing we can do to help you.


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ojs26990 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Klasino
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

March 10, 2020

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