The player from Germany experienced an issue with Kingmaker after successfully meeting the wagering requirements for a welcome bonus, only to find his €2,450.75 balance deleted and capped at €100. Although he contacted support, he received confusing information regarding bonus terms and discrepancies in his bonus history, which led him to seek assistance in resolving the situation. We reviewed the casino's bonus policy and clarified that the maximum cashout limit applied to bonus winnings according to the terms. After further communication and verification of the player's case, the issue was resolved to the player's satisfaction, and the complaint was marked as resolved.
Kingmaker Casino - Player's account balance has been confiscated.
Resolved
Our verdict
Case closed
Amount: €2,450
Kingmaker Casino
Safety Index 3.6 LowCase summary
Discussion
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1 month ago
Translation
Hello,
I registered with Kingmaker yesterday and made a deposit, using the welcome bonus.
I then played slots as usual, and received the message "Congratulations, you have met the wagering requirements and the bonus has been transferred to your balance".
I had a balance of €2,450.75, which was simply completely deleted, leaving only €100 in my account.
I then contacted live support, who said there was an error, and the technical department had been notified and would contact me by email. Following this, I also wrote an email directly to support, where my question regarding the money was initially avoided.
Now I received another email from a German support representative who is trying to tell me that the bonus is only a maximum of 5 times the deposit amount. I've reread the bonus terms and conditions, and the 5x rule only applies to no-deposit bonuses. Since I deposited for the welcome bonus, played with it, and successfully met the wagering requirements, my money is now being withheld, or rather, it has simply been capped at €100.
What's really strange is that in the bonus history, my bonus suddenly shows as cancelled, and there's another bonus something about Crab Casino, which I'm very sure I didn't use.
I am asking Casino.guru for help in resolving this problem; I don't think it's right of the casino to change anything with the bonus.
Automatic translation:
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1 month 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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1 month ago
Dear CmdSix,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, and this is what I found:
"The maximum amount which can be released from the bonus will be equal to 5x the initial bonus amount. For example: the maximum amount to be credited in the real balance from a 10 EUR / 45 PLN/100 NOK / 15 AUD/60 BRL/15 CAD / CHF 11/10.000 CLP /250 CZK/4000 HUF/162,500 IDR/800 INR/1,300 JPY/4,750 NGN / 20 NZD / 50 PEN/15 SGD/350 TRY / 10 USD / 160 ZAR/45 MYR/560 PHP / 235,000 VND / 13,500 KRW / 380 THB / 4,900 KZT/18 AZN /35 TND bonus will be 50 EUR/ 225 PLN / 500 NOK / 75 AUD/ 300 BRL/75 CAD/CHF 55 / 50.000 CLP/1250 CZK/20.000 HUF/812,500 IDR/4,000 INR / 6,500 JPY/23,750 NGN / 100 NZD/250 PEN/75 SGD/1,750 TRY/50 USD / 800 ZAR/ 225 MYR/2,800 PHP / 1,175,000 VND / 67,500 KRW/1,900 THB/24,500 KZT/90 AZN / 175 TND."
I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.
If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.
Best regards
Petra
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1 month ago
TranslationHello Petra,
The fivefold requirement only applies to no-deposit bonuses.
However, since I used the welcome bonus and deposited €30, this fivefold bonus doesn't apply, and the bonus description doesn't mention anything about a fivefold payout bonus.
The live support also confirmed that there was an error, but the email support now claims that I supposedly activated this Crab Bonus, which cannot be the case, since I definitely activated the welcome bonus with my deposit, and I also had the full balance from the deposit + bonus.
But what's also really strange is that the welcome bonus was simply cancelled, and the Crab Bonus was activated without me cancelling anything or activating the Crab Bonus.
I hope you understand me?
Automatic translation:
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1 month ago
Thank you for your reply and for providing the previous details, CmdSix.
- Could you please confirm the specific welcome bonus terms and conditions you received at the time of registration?
- What exact message did you receive after completing the wagering requirements?
- Were you informed in advance about any capped winnings or maximum cashout limit related to the bonus?
- Could you also provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all relevant documents to: petra.h@casino.guru
or upload your screenshots directly to the thread.
Thank you again for your cooperation
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear CmdSix,
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,
Petra
