KingdomCasino.io - Player’s account has been closed after withdrawal denial.

Took me forever to be verified at this casino. I kept emailing support and it took days for them to respond. I finally was verified and tried to withdraw $200 that I won with a bonus. After waiting for days, I received an email saying I broke the bonus terms by playing 2 slots that weren’t allowed. This definitely isn’t one of those casinos that will inform you that you can’t play a particular slot with a bonus, and prevent you from opening it. This is obviously used frequently to deny any bonus winnings. And these were very common Pragmatic Play slots like Sugar Rush Xmas which you can ALWAYS play with a bonus. 

But fair enough, I didn’t fully read the terms, that’s on me. So, they took away all my winnings and left me only with my original deposit and no bonus. So I played again with no bonus, and again won $200. I played only Sugar Rush (with no bonus, so no restrictions) and with low bets. I just wanted to cash out because I knew this casino was super shady. I again tried to withdraw this amount and about a week later was sent an email saying they had declined my withdrawal saying I broke their terms and conditions. As you can see in one of the screenshots, they never specified what terms I had broken. They then permanently closed my account and said they would refund my original deposit, which of course, I have not received.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with KingdomCasino.io.

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

• Do I understand correctly that after your initial balance was confiscated due to playing restricted games, your account wasn't restricted, and only after you decided to play with the deposit that was returned to you, your account was restricted?
• Have you inquired which rules were supposedly breached this time? Have you received any response?
• Could you please share with me your communication with the casino regarding the initial balance confiscation? 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

Hi Tomas,

Thank you for looking into this.

I got their welcome bonus with my first deposit of $50. I played through their wagering requirements and tried to withdraw $200. I had such problems verifying my account (which I’ve done with no problems in many other casinos), and would get no response from their customer service when I questioned why. They felt really shady to me so I thought I would just withdraw early. That’s when I received their first rejection saying I had broken their rules and played slots that were restricted with a bonus. They don’t stop you from playing those slots, another indicator of a casino trying to scam. So they confiscated my winnings and returned my original $50 deposit to my account. I played that again with no bonus, and again won $200. This was with no bonus, so no restricted slots. I again tried to withdraw that $200. A week after that I received an email that my withdrawal was rejected because I had broken their rules and my account was closed. No explanation, and I did ask them what rules I had broken, and got no response. I never placed a bet over $2. They did eventually return my original deposit.

I know this isn’t a lot of money and it probably won’t be resolved. I just wanted to put it out there as a warning to other players that may wager a lot more money in this casino. From what I can see looking at other reviews, this is definitely the pattern with them. They are not going to pay out. This was just a small sum of money!

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. However, I would like to warn you that it seems to be a common practice of KingdomCasino.io to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello Andee11,

I'm Michal, and I have taken over your complaint. I want to inform you that, given your interaction with an operator who possesses a very low safety index rating with us and already has several unresolved complaints, achieving a favourable resolution for your case appears to be quite uncertain.

Nevertheless, I will take the initiative to reach out to the casino to explore if there is any way I can assist.

We would like to invite KingdomCasino.io to join the conversation.

Dear KingdomCasino.io,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

Additionally, can you please let us know when you will refund the player's deposit?

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.

Dear Andee11,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid licence 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 that you choose casinos by their reviews and ratings and only play in reputable, high-rated casinos in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru