The player from Germany had deposited €25 twice, utilized a 200% bonus, and fulfilled all wagering requirements. After verification, his withdrawal was canceled due to alleged violations of terms related to playing the game Book of Dead, which led to his balance being reduced to just the initial deposit amount. The casino subsequently blocked his account and did not respond to repeated requests for clarification. We attempted to resolve the issue by contacting the casino multiple times but received no cooperation, resulting in the complaint being marked as unresolved. The lack of response from the casino and the account blocking prevented any further progress in recovering the player's winnings.
KingdomCasino.io - Player’s withdrawal has been confiscated.
Unresolved
Our verdict
No reaction policy
Black points: 36
Amount: €200
KingdomCasino.io
Safety Index:Very lowCase summary
Discussion
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1 month ago
Translation
Unfortunately, I only just saw the negative review of this casino; it's unbelievable what's going on there.
I deposited €25 twice. For the second €25 deposit, I used a 200% bonus, which I fully wagered. My account was then fully verified.
After waiting for two more days, I received a message that my withdrawal had been canceled, claiming I had violated the terms and conditions by playing the game Book of Dead. However, I only played this game after fulfilling the wagering requirements. The casino reduced my €200 balance to my €25 deposit. In my opinion, this is a malicious outrage, with the clear goal of preventing any money from being paid out at our casino. Not even €200. I am therefore requesting assistance.
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4 weeks 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 that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 weeks ago
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.
- Did the casino respond to your counterargument at any point? If so, please share their response with me at tomas@casino.guru
- How did you learn that the wagering of the bonus was already complete? Was there any pop-up or notification?
Thank you very much in advance for your reply.
Best regards,
Tomas
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4 weeks ago
TranslationUnfortunately, I didn't receive any information, only an email confirming that my account was fully verified. The game I then played wasn't blocked or anything. It's truly hard to understand how a casino like this is even allowed to remain open; it's all just flimsy excuses to avoid paying out a small amount of €200. And I'm clearly not alone in this.
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3 weeks ago
Dear Kingeckrim,
Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.
No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.
Kind regards,
Tomas
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3 weeks ago
TranslationThank you so much, I appreciate it. The casino has now blocked me too, so I can no longer log in. The bad rating is no coincidence.
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3 weeks ago
Hello there,
Thank you Kingeckrim 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 their winnings confiscated.
Thank you!
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2 weeks ago
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.
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1 week ago
Dear Kingeckrim,
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. 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 might 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 would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website; however, the casino does not display its validator, most likely in an attempt to prevent players from escalating their complaints further. I am sorry I could not be of more help on this occasion.
Best regards,
Peter
