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

Hello Veronika,

Thank you for your questions.

At the time I decided to cancel the bonus, I had wagered approximately €500 out of the €1,500 wagering requirement, so roughly one third of the requirement had been completed.

I had already started playing with the bonus balance. My total balance had reached approximately €2,600.

The real-money balance and bonus balance were technically displayed separately, but I did not pay close attention to this distinction at the time. My understanding was that cancelling the bonus would simply remove the bonus and that I would keep the funds/winnings that I had accumulated.

The pop-up warned me that cancelling the bonus was permanent and irreversible, but I did not understand from the confirmation that my accumulated winnings would also be removed. This is the main reason I am disputing the action.

I hope this clarifies the situation. I can provide screenshots and any other evidence you may need.

Best regards,

Thank you for your response. Please consider this part of the Bonus Terms and Conditions that I previously quoted:

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.

You have clarified that, at the time you decided to cancel the bonus, you had already started playing with the bonus balance. According to the casino's bonus mechanics, this means that your real-money deposit had already been used first and was no longer available. Consequently, the remaining balance you were playing with consisted of the bonus funds and the winnings generated from them.

Therefore, when the bonus was cancelled before the wagering requirements were completed, the casino removed the bonus balance together with the winnings generated from that bonus. This is consistent with the bonus conditions applicable to the promotion.

We understand that you may not have expected the cancellation of the bonus to also result in the removal of the associated winnings. However, based on the information available to us, we cannot conclude that the casino's action itself was incorrect or that the winnings should have remained withdrawable after the bonus was cancelled.

As the wagering requirement had only been completed by approximately one third and you had already proceeded to play with the bonus funds, we consider the removal of the bonus balance and the winnings generated from it to be a consequence of cancelling the bonus rather than an unjustified confiscation of your funds.

For this reason, we are unable to uphold your complaint and will now close it as Rejected. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika