The player from Austria had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The Complaints Team investigated the situation and found that the casino's terms stated a maximum bet of €2 while an active bonus was in play, which the player had violated by betting €3. Consequently, the player's winnings were confiscated according to the casino's policies. The complaint was rejected as the casino's actions were in line with industry standards regarding bonus violations.
KingdomCasino.io - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Unjustified complaint
Amount: €4,000
KingdomCasino.io
Safety Index 1.8 Very lowCase summary
Discussion
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10 months ago
Translation
On August 17, 2025, I deposited €100 at Casino Kingdom and activated a bonus (unfortunately, I don't remember which bonus it was). While playing, I managed to win €4,000.
I immediately requested a payout of this winnings. On August 20, 2025, I contacted support to inquire about the status of my payout. I was informed that a maximum of €1,000 was possible per payout. Therefore, I canceled the original €4,000 payout and instead requested four payouts of €1,000 each.
Support has explicitly assured me that every withdrawal will be processed within 36 hours and that I will receive my funds. However, to date, not a single withdrawal has been processed.
My account is fully verified, so in my opinion there is no legitimate reason to delay the withdrawal of my winnings.
I hereby request Casino Kingdom to pay out my legitimate winnings of €4,000 immediately and in full.
I ask the Casino Guru team to support and help me.
Automatic translation:
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10 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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10 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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10 months ago
TranslationThank you for the quick reply. I'll wait and see and report back as soon as something happens.
Kind regards
Edited by a Casino Guru admin
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9 months ago
TranslationDear Casino Guru, I just received an email stating that I violated the rules and my money was confiscated. They claim the maximum bet is €2, and I've been aiming for €3 the whole time. As I know, the maximum bet at every casino with an active bonus is €5! Dear Casino Guru, could you please investigate this case? I'm attaching the email I received. 
Automatic translation:
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9 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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9 months ago
TranslationUnfortunately, I didn't receive my balance; instead, my entire balance (€4,000) was confiscated. Casino Kingdom sent me an email stating that I had violated their rules, and my money was confiscated. They claim that the maximum bet is €2 with an active bonus, and I was playing with €3 the whole time. As I know, and as is common practice, every casino with an active bonus has a maximum of €5. I also looked at the site thoroughly, and nowhere does it state that the maximum bet is €2 when the bonus is active. I am enclosing the screenshot of the email. 
Edited
Automatic translation:
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9 months ago
Dear player, I’m sorry to hear about your negative experience. I checked the T&Cs and I found this:
7.16. The maximum allowed bet for wagering the bonus is 2 EUR.
Placing a bet higher than 2 EUR while having an active bonus will be considered a violation of bonus terms and will result in the forfeiture of any winnings associated with such bets.
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
