Win Kingdom Casino - Player's winnings have been confiscated post bonus cancellation.

I am a resident of France. I am currently accessing this form through a VPN because Casino Guru is not accessible from France. The country shown in the form (US – Washington) is therefore not my actual country of residence.

I am reporting a dispute with Winkingdom (winkingdom1.com), an online gambling website.

I made a deposit of €20 and received a bonus of approximately €40. I then played using the bonus and my account balance increased to approximately €2,600.

I subsequently decided to cancel/remove the bonus. Before confirming this action, a pop-up clearly stated that the bonus would be permanently removed and that the action was irreversible.

However, the information presented before confirmation did not clearly explain that the winnings generated while using the bonus would also be removed, nor that my entire balance would be reset. I therefore confirmed the cancellation believing that only the bonus itself would be removed.

After confirming the cancellation, the winnings were removed from my account and I lost access to approximately €2,600 that had accumulated in my balance.

I believe the information provided to me before confirming the irreversible action was not sufficiently clear regarding the consequences for my winnings and account balance.

I contacted Winkingdom regarding this issue, but I am seeking an independent review of the situation and would like Casino Guru to assess whether the casino handled the bonus cancellation and the resulting removal of my winnings fairly and transparently.

I can provide screenshots, account information, the bonus terms and my communications with the casino as evidence.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have reviewed the Bonus Terms and Conditions of WinKingdom Casino, and this is what I found:

All the bonuses are non-sticky. It means, you cannot request your withdrawal until wagering requirements are fully fulfilled. Also, you start playing for real money first, then for bonus money, and as soon as bonus money is lost, the bonus also gets lost.

Please allow me to ask you a few questions to clarify your situation.

• How much of the wagering requirement had you completed before you decided to cancel the bonus? At that point, were you still wagering your real-money deposit, or had you already started playing with your bonus balance?
• Could you see your balance divided separately into a real-money balance and a bonus-money balance, or was it displayed as a single balance?

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