CASHKING99 Casino - Player’s winnings have been confiscated.

Won $300 from share bonuses, was entitled to 30% which was $90.80, tried to withdraw and was told the bank account services were under maintenance, and my withdrawal was cancelled. Tried to withdraw a couple of hours later and my withdrawal was again cancelled and I was told there was illegal bets on my ID. The casino than forfeited my entire balance and did not pay me.

Dear skipsta88,

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. 

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you play casino games or bet on sports?

Has the casino specified the illegal betting?

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,

Dominika

Hi Dominika, yes I have completed the kyc verification. I haven’t had any successful withdrawals from this casino site, I played slot games, vpower platform, happy lantern to be exact. They have sent me a photo of what they claim to be the illegal bets

Dear skipsta88, have you been able to find out more from the casino about the detected illegal betting?

No

Thank you very much, skipsta88, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Ok thanks ☺️

Hello skipsta88,

My name is Romi, and I will be assisting you with your case.

I would like to request the presence of a representative from the casino in this conversation.

Dear CASHKING99 Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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.

Thank you ☺️

Dear skipsta88,

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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Romi