The player from Sweden had created an account on kingdomcasino.io, deposited €390, and won €1300. However, after verification, his withdrawal was canceled and his account was closed. He believed that the casino targeted Swedish players despite their T&C prohibiting them, as they had approved his Swedish documents and allowed deposits. He requested help to retrieve his winnings. The Complaints Team had attempted to resolve the issue by reaching out to the casino for clarification on the account closure and confiscation of winnings but received no response. As the casino operated without a valid license and did not engage with an ADR service, the complaint was marked as "unresolved," with the hope that this might prompt a change in the casino's approach.
KingdomCasino.io - Player's account has been closed and withdrawal canceled.
No reaction policy
Black points: 208
Amount: €910
KingdomCasino.io
Safety Index:Very lowCase summary
Hi,
I created an account on kingdomcasino.io. Upon registration i choose Sweden as my residence and entered my swedish phone number. Wich i also verified.
After depositing 390 Euro i won 1300 Euro. Made a withdrawal for the full amount and sent in my documents for verification.
A week later my swedish passport, my swedish adress and my means of payment was approved. Another couple of days passed and then i got an email saying my withdrawal was canceled and my account was closed. About an hour later i got an email stating i had breached the T&C. No mentioning of what terms i had breached. My deposit of 390Euro would be refunded, but my withdrawals would not go thrue.
After searching the T&C and the internet for similar cases i realized it was because of swedish players are not allowed to play on kingdomcasino.io.
However. Upon registration i choose my residence as sweden and verified my swedish phonenumber. Later my swedish documents were approved, and i could still make deposits after this. Luckily i didnt. The site is in swedish, the pragmatic games are in swedish(this is not allowed without a swedish license) and the livechat greets me in swedish.
It is clear that kingdomcasino.io is targeting swedish players.
Since the casino, from the start, has been fully aware of the fact that i am swedish. I cannot se any reason my withdrawal should not be approved.
I am therefore asking for help to get my full withdrawal, minus the deposited money if they are refunded, back.
Hello,
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.
Did you accumulate your winnings with or without an active bonus?
Have you contacted the casino to ask about the reason why your account was blocked?
Could you please forward me the email you received from the casino after your account was closed? My email address is [email protected].
Have you made any successful withdrawals from this casino before?
What types of games did you play shortly before your account was blocked?
I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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Hi,
Without bonus, asked livechat who couldnt say. Email hasnt been answered as to why it was locked.
No withdrawals was made before. Only ever played slots. Will send the email
Thank you for your email.
Is there any chance that someone from your household or using the same IP also created an account at this casino?
Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
Hello,
I live alone in my household so no one has used the same IP address as me.
I haven't used a VPN. I don't use a VPN otherwise either. I have been clear in every way that I am playing from Sweden from start to finish.
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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 Kottig for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask KingdomCasino.io for their help in resolving this complaint. We would like to know why the player's account was blocked and the winning confiscated.
Thank you!
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.
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,
Peter
