King's Chip Casino - Player’s account funds are missing.

On 24 January, my account balance reached £557,703.16 following extended gameplay across multiple games. This balance remained visible, and I continued to play normally.

During this session, I also participated in a tournament and was later awarded and paid a £1,000 prize based on this gameplay.

Following this, my account was restricted. When access was restored on 26 January, the balance of £550,899.96 had been removed.

I have contacted the operator multiple times requesting:

The full wallet transaction ledger

Any administrative adjustment record showing where this balance was deducted

Clarification regarding a withdrawal that appeared as cancelled and later as completed under a different reference

To date, I have not been provided with any transaction record or clear explanation identifying where these funds were removed.

I also hold supporting evidence including screen recordings showing normal gameplay, visible balances, and account activity.

My last response from the operator was on 5 March, and despite multiple follow-ups since, I have received no further reply.

I am requesting that the operator provide a full transaction history and explanation for the removal of £550,899.96 from my account, or otherwise resolve the missing balance.

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Hello,

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

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

• Is your player's account accessible to you?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Please share any supporting evidence of the incident to my email at tomas@casino.guru, or post screenshots here

Please note that the casino has never replied to our complaint resolution center when attempting to mediate issues in the past. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Thomas

I have sent you an email

Hello Markjeanes123,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Tomas,

Thank you for your response.

Please see my answers below:

• My account is currently accessible. • The balance of £550,899.96 was accumulated through regular gameplay (slots), without the use of any bonus. • I have supporting evidence, including screenshots showing the balance before it was removed. I will upload these here as well.

The issue is that this balance was removed from my account without any corresponding transaction, withdrawal, or adjustment record. Support has confirmed they cannot see any record explaining this.

I have attempted to resolve this directly with the casino via email (including their VIP manager) and live chat, but I have received no meaningful response. My recent live chat was disconnected during escalation, and a follow-up attempt resulted in the issue being reset rather than escalated.

I would appreciate your assistance in contacting the casino and helping to obtain a clear explanation and resolution.

Please let me know if you require any further information.

Kind regards, Mark

Thanks for your reply and the information provided.

Please share any supporting evidence of the incident, such as a screenshot of your balance, a significant win while playing in the casino, or communication with the casino regarding the blocking of your account or confiscation of your winnings up to March 5th.

Send this information to my email at tomas@casino.guru

Email sent

Thanks for your patience and the information you provided via email.

I went over the communication you provided.

Would you be able to provide the full message you received from the VIP manager here:

Alternatively, would you be able to share any other correspondence from the casino where the justification for the missing balance is provided?

Could you please share with me the files you received from the casino detailing the game history from the 23rd and 24th of January?

Send the information to my email at tomas@casino.guru

Thanks in advance for your reply.

Hi Tomas

I have sent the information needed if you need anymore information please let me know

Thanks

Mark

Dear Player,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy", we are forced to close your complaint as "unresolved".

This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach. Regrettably, it seems to be a common practice of King's Chip Casino to ignore us completely in our attempts to mediate any kind of issue.

Please check all our previous failed attempts to negotiate. (section "Safety index explained")

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from King's Chip Casino. I wish I could be of more help. The casino can reopen this complaint anytime.