The player from Germany had used a 200% deposit bonus to reach a balance of €6,000 but had his payout rejected and winnings canceled due to an alleged violation of the bonus terms, specifically regarding a €2 maximum bet. He argued that this limit was not clearly stated when he activated the bonus and believed it was unfair for the casino to cancel his winnings after the wagering requirements had been met. The Complaints Team reviewed the case but concluded that without supporting evidence, such as the player's betting history or proof of communication with the casino, the investigation could not proceed, leading to the rejection of the complaint.
KingdomCasino.io - Player's winnings are confiscated after bonus terms dispute.
Closed
Our verdict
Insufficient evidence from player
Amount: €6,000
KingdomCasino.io
Safety Index:Very lowCase summary
Discussion
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7 months ago
Translation
Hello, I created an account at the casino and used the 200% deposit bonus.
During the bonus period, I managed to reach an amount of €1500.
My deposit amount was €250 and the bonus amount was €500.
After wagering my bonus, I was able to make a large profit and build up a balance of €6,000.
I requested a payout, but my entire winnings were canceled and the payout was rejected because I had apparently violated the bonus terms and conditions.
The reason given was that the maximum bet for a bonus could be 2 euros.
When I activated the bonus, there was nothing about it in the bonus terms and conditions.
Especially since 2 euros per spin is already very little, the casino at least feels entitled to point that out. Generally, a maximum bet of 5 euros applies to a bonus.
Even if the casino insists on its terms and conditions and I did not comply with the bonus terms and conditions, I still got my big win after completing the wagering for the bonus.
Everything there was already real money.
After wagering the bonus, I had a balance of €1,500. Then, once the bonus was wagered, I was able to increase my balance to €6,000.
So if the casino really insists on these ridiculous rules, which I think are completely unfair, then it would be okay if they deleted the balance AFTER wagering. But surely not my winnings, when the money was already real money?
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7 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience at KingdomCasino.io. I checked the T&Cs and found this rule:
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: 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.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is natalia.b@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Natalia
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7 months ago
TranslationHello,
I used the 200% welcome bonus at the casino
Please find attached a chat conversation between the casino and me before I registered. It clearly stated that it was a €5 max bet.
When I received the bonus, it didn't state the maximum bet. That's why I asked in the first place.
I understand that if winnings from the bonus have to be deleted, it would be considered a violation of the rules.
However, I'm sure this T&C addendum wasn't there at the time, as I was searching through the entire T&C to make sure I was applying the bonus correctly.
Nevertheless, I didn't get my big win until the bonus had already been wagered. This means I earned my winnings with real money as usual, and the casino can't simply cancel that.
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6 months ago
Dear player, when exactly did you claim the welcome first deposit bonus? Do you have access to your betting history? Would you please share it with me at natalia.b@casino.guru?
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6 months ago
TranslationI claimed the bonus on August 21st. Unfortunately, I don't have any betting history in my profile. I only have an overview of the bonus and my deposits and withdrawals.
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6 months ago
Dear player, can you please specify what bets you were making? Were they above 2€ or above 5€?
Can you please ask the casino to send you the betting history?
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6 months ago
TranslationI always played for around €3-4. But I was also told that the maximum bet was €5.
Unfortunately, the casino is no longer responding to me.
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6 months ago
Dear player, I'm sorry for the delayed response. Did the casino simply ignore your request to get a game (betting) history? Could you please share your full communication with the casino? Please forward emails or chat transcripts to my email natalia.b@casino.guru.
Additionally, could you please specify if the casino returned your initial deposit or if the whole balance was confiscated?
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6 months ago
Dear gandhi1988,
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.
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6 months ago
TranslationHello, I'm not getting any responses from the casino anymore. Neither to my emails nor through any other contact attempts.
My entire balance was withdrawn, and then my deposit was refunded two days later. However, I've since lost it.
However, I am entitled to the entire winnings I earned after wagering the bonus.
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5 months ago
Dear player, it appears I have yet to receive any emails from you. Can you please specify if you already forwarded me the email with your request to the casino in which you asked for the game history?
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5 months ago
TranslationI asked via live chat because my emails weren't answered. Should I send another email?
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5 months ago
Dear player,
We’ve reviewed your case carefully, but unfortunately, we cannot proceed without any supporting evidence. Since you mentioned that the game history is not available in your account, we asked you to request it directly from the casino and forward a copy of that request to us so we could verify your efforts. However, we haven’t received any proof that you contacted the casino to obtain this information.
As there is no evidence available to confirm the details of your gameplay or the casino’s response, we are unable to continue with the investigation or reach a fair conclusion.
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.
Regards,
Natalia
