KOUN Casino - Печалбите на играча са отказани поради предполагаем арбитраж.

I participated several times in a promotion at this casino that said "Win 8 times in a row at baccarat and get a bonus".

When I then applied for a withdrawal, the withdrawal was denied because of arbitrage.

I specifically requested proof of arbitrage, but the casino ignored it.

I checked with the provider, evolution, and they said that there was no problematic play.

The terms of service also does not explain specifically what kind of play is arbitrage. (Nor is there any explanation of arbitrage in the first place.)

If playing Baccarat consecutively is considered as arbitrage, that is too strange.

I have to play Baccarat consecutively in order to have a winning streak.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with KOUN Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share the rules of the promotion you participated in (as a screenshot, or a link)
• Could you please describe your gameplay in more detail? (bet amount; real/bonus balance used; structure of your bets)
• Can you please forward the communication from the casino specifying the allegations against you?
• Could you please share the response from the game provider regarding the gameplay?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Include anything you deem relevant to the issue as well

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The promotion is now closed and no links or other information can be posted.

I will post screenshots taken in the past. However, they are in Japanese.

The promotion is for Evolution's Live Baccarat players who wager $10 or more and win eight in a row will receive a $188 bonus.

I participated in this promotion and continued to play baccarat continuously.

When I then applied for a withdrawal, the casino's system rejected my play as arbitrage.

The casino's own system only made the decision, and Evolution says there was no problematic play.

I have chatted with them a few times, but it is all in Japanese, so I don't think it makes much sense to send them.

Anyway, let's call the person in charge here and talk together.

Can you please send me the response you received from the casino itself?

Send it to my email or post it here. My email is tomas@casino.guru

This is not possible because it is not a format that can be sent.

In the meantime, let's invite the casino representative here to discuss this in English.

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite KOUN Casino to join the conversation and participate in the resolution of this complaint.

Dear KOUN Casino,

Can you please provide further insight into the accusation of arbitrage betting?

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear andandjonnyx,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Adam