Casino Kingdom - Player's withdrawal is delayed and account is inaccessible.

On November 19th, I played at the kingdom casino. I made deposits of 110 euros and won and put 250 euros on withdrawal. before that, I played and withdrew at the Quatro casino and at the classic casino everything was fine. I did not receive a withdrawal after two days of waiting and could not log into my account. in the chat, they said whether to write to the mail, but no one answers there. I ask you to deal with this group of casinos.

Dear yazmin76,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what error you see when you try logging into your casino account?

Did you accumulate your winnings with or without a bonus?

What types of games did you play?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino?

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

Best regards

Veronika

Thank you for providing me with the screenshots.

Could you please specify what types of games you played? Were they slots, live casino games, sports betting?

Did you play with or without a bonus?

Have you passed the full KYC verification?

Has the casino specified which rules you allegedly breached?

I played slots and didn't ask for any documents

Does a representative of the Rewards casino ever come here? or should I contact egogru and other forums?

Thank you very much, yazmin76, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you yazmin76 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Kingdom for their help in resolving this complaint. We would like to know why was the player's account locked and what can we do to help resolve this issue.

Thank you!

Hi Peter

As the email from our risk management department suggests, the player's account was closed due to fraudulent activity.

We do not provide details to the player as we are not in the business of having players circumvent our fraud checks. If this player would like to take it further they can contact eCogra.

Cheers

Thank you for the update Casino Kingdom representative. Would it be possible to provide me with evidence of fraudulent activity? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear yazmin76, if you would like to try and contact eCOGRA as recommended by the casino representative you can do so here: (https://ecogra.org/alternative-dispute-resolution/) Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (peter.c@casino.guru).

Hi Peter

The evidence will be sent to eCogra as we are bound by their rules since they are our official ADR.

Cheers

Thank you for the update Casino Kingdom representative.

Dear yazmin76, let us know if you need help with submitting the complaint or if you can do it on your own please provide me with a response from the ADR to my email (peter.c@casino.guru) and I will close the complaint as 'waiting for a decision from the regulator' until a resolution is made. Thank you in advance for your cooperation!

There is no control at the Rewards casino, as the adr service does not decide anything useful in favor of the player. decides in favor of the casino . If you don't want to lose your money and deposits, my advice is not to play kazinorwards. According to the rules of the casino, I waited a month for the withdrawal for two days. This casino has already violated its rules from the very beginning.

the casino does not pay out and throws players for money, I do not advise everyone.

https://ca.trustpilot.com/review/casinorewards.com

Dear yazmin76, I am sorry to hear the resolution was not in your favour. The ADR service received information that led them to believe the steps the casino has taken to be justified. As we do not have the information they were provided we have to adhere to their decision. Due to that reason, we will reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. 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