The player from Germany faced issues withdrawing winnings from Kingdomcasino4.io after his bank transfer withdrawal was canceled without explanation. He also lost access to his account and did not receive responses to his emails to support. The casino closed his account due to alleged non-compliance with their Terms and Conditions and refunded his deposits totaling €330 to the original payment method. The issue was resolved as the player confirmed satisfaction with the refund, and the complaint was marked as resolved by the Complaints Team.
KingdomCasino.io - Player's withdrawal is delayed and account access is blocked.
Resolved
Our verdict
Case closed
Amount: €950
KingdomCasino.io
Safety Index:Very lowCase summary
Discussion
Public
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3 weeks ago
Translation
Hello, I have a problem with Kingdomcasino4.io
Here is my explanation:
I've made several deposits to the casino without any problems and always play with an active bonus. On January 29, 2026, I was lucky enough to successfully wager a bonus while adhering to the rules. €950 was available for withdrawal on February 29, 2026. My account verification was confirmed on February 2, 2026. My withdrawal was pending until February 5, and around 9:00 PM that day, I received an email from the payment department stating that my bank transfer withdrawal had been canceled without any specific explanation. They also said I could contact them again via email if I had any further questions. The strange thing is that I haven't been able to log into my account since then.
Can you help me with that?
Although I immediately sent two emails to support and the complaints department, unfortunately, during my waiting payout process, I experienced that I cannot expect any response to emails from support.
Greetings
Tomi559
Automatic translation:
Public
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3 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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3 weeks ago
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.
- Could you please send me a link or a screenshot of the bonus you activated and played with?
- What types of games did you play while your bonus was active?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
Hallo Veronika, folgende Informationen wurde von dem Casino an mich bereitgestellt per E-Mail am 06.02.2026
hope this message finds you well.
Following an internal review of your account, we regret to inform you that we are no longer able to provide our services due to non-compliance with our Terms and Conditions.
We understand that this outcome may be disappointing and sincerely apologize for any inconvenience caused. Please note that all users are required to review, accept, and adhere to our Terms and Conditions as part of the registration and ongoing use of our services.
As part of this process, a full refund of your deposits totaling €330 has been initiated. The funds have been returned to the original payment method and are expected to be credited within 14 working days.
Please be advised that your account has been permanently closed. Any associated contact information and payment methods have been blacklisted to prevent future activity and to ensure compliance with our internal policies.
Thank you for your understanding. We wish you all the best moving forward.
Kind regards,
Aaron
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2 weeks ago
Thank you for the email. Also, kindly respond to the questions I asked you in my previous message:
- Could you please send me a link or a screenshot of the bonus you activated and played with?
- What types of games did you play while your bonus was active?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Tomi559,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
