Juega Con El King Casino - Player's withdrawal is delayed due to bonus issues.

Inglés:

I am writing to formally dispute the handling of my withdrawal by this casino.

Without my knowledge or consent, the casino automatically activated a $5,000 CLP bonus on my account. Upon noticing this, I immediately played through the bonus as quickly as possible to clear it entirely, specifically to avoid any bonus-related restrictions on future play.

Once the bonus was fully depleted, I made a personal deposit and continued playing normally. Throughout this entire period, I consistently verified that the bonus was inactive and that the full balance displayed in my account was marked as withdrawable.

After requesting a withdrawal, I received only $23,697 CLP. The remaining $176,318 CLP was withheld, with the casino citing a "manual withdrawal" and a supposed maximum withdrawal limit linked to the bonus.

I reject this justification for the following reasons:

1. I never accepted or activated any bonus. The casino has itself acknowledged that the bonus was activated automatically, without my consent.

2. Once I became aware of the bonus, I cleared it entirely before making any further deposits or bets with my own funds.

3. All subsequent play was conducted exclusively with my personal funds, with no active bonus on my account. At all times, my balance was displayed as fully withdrawable.

The casino's own representative confirmed that bonuses are activated without user consent, and that funds can subsequently be removed without explanation. This practice is deceptive and constitutes a clear breach of fair gambling principles.

I am attaching screenshots documenting the full sequence of events, including the bonus expiration, all subsequent bets placed with personal funds, and the casino's own statements regarding the automatic bonus activation.

I respectfully request a formal review of this case and the immediate return of the $176,318 CLP that is rightfully mine.

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Español:

Me dirijo a ustedes para presentar una disputa formal respecto al manejo de mi retiro por parte de este casino.

Sin mi conocimiento ni consentimiento, el casino activó automáticamente un bono de $5.000 en mi cuenta. Al percatarme de esto, jugué el bono lo más rápido posible para agotarlo por completo, precisamente para evitar cualquier restricción asociada a bonos en mis apuestas futuras.

Una vez que el bono quedó completamente inactivo, realicé un depósito personal y continué jugando con normalidad. Durante todo este período verifiqué constantemente que el bono estaba inactivo y que el saldo completo de mi cuenta aparecía como retirable.

Al solicitar el retiro, recibí únicamente $23.697. Los $176.318 restantes fueron retenidos, con el casino alegando un "retiro manual" y un supuesto límite máximo de retiro vinculado al bono.

Rechazo esta justificación por las siguientes razones:

1. Nunca acepté ni activé ningún bono. El propio casino ha reconocido que el bono se activó automáticamente, sin mi consentimiento.

2. Una vez que me percaté del bono, lo agosté por completo antes de realizar cualquier depósito o apuesta adicional con mis propios fondos.

3. Todo el juego posterior se realizó exclusivamente con mi dinero personal, sin ningún bono activo en mi cuenta. En todo momento, mi saldo aparecía como completamente retirable.

El propio representante del casino confirmó que los bonos se activan sin el consentimiento del usuario, y que los fondos pueden ser retirados posteriormente sin explicación. Esta práctica es engañosa y constituye una vulneración clara de los principios básicos del juego justo.

Adjunto capturas de pantalla que documentan la secuencia completa de eventos, incluyendo la expiración del bono, las apuestas posteriores realizadas con fondos personales, y las propias declaraciones del casino respecto a la activación automática del bono.

Exijo una revisión formal de este caso y la devolución inmediata de los $176.318 que me pertenecen.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Juega Con El King Casino. Please note that the posts you make are translated automatically. Feel free to post in your preferred language only.

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

• Is your player's account verified?
• Have you achieved any winnings before or after the bonus was active?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hola,

Gracias por la respuesta:

¿Está verificada la cuenta de tu jugador?

Sí, está verificada.

¿Has obtenido alguna ganancia antes o después de que el bono estuviera activo?

Sí, obtuve ganancias antes y después del bono.

¿Podría compartir conmigo su comunicación con el casino sobre este asunto? Envíe correos electrónicos o transcripciones de chat a mi correo electrónico. tomas@casino.guru o publica capturas de pantalla aquí.

Lamentablemente no tengo pantallazos disponibles, ya que bloqueé el casino a través de un DNS privado para evitar seguir apostando ahí.

Saludos.

Thanks for your reply.

I recommend you contact the casino first, as we are unable to confront them just based on your description of events and screenshots provided so far. I recommend you request an explanation from support and the detailed game history from them so we may review it. Game history should ideally show your bets, the evolution of your balance over time, and the information about bonuses being active.

Thanks in advance for your cooperation.

Dear stringm,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru