Juega Con El King Casino - general discussion

If you want to discuss anything related to Juega Con El King Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

I am writing to you to file a formal dispute regarding the handling of my withdrawal by this casino.

Without my knowledge or consent, the casino automatically activated a $5,000 bonus on my account. Upon noticing this, I used the bonus as quickly as possible to exhaust it completely, precisely to avoid any restrictions associated with bonuses on my future bets.

Once the bonus had completely expired, I made a personal deposit and continued playing as usual. Throughout this period, I constantly checked that the bonus was inactive and that my entire account balance appeared as withdrawable.

When I requested a withdrawal, I only received $23,697. The remaining $176,318 was withheld, with the casino claiming a "manual withdrawal" and an alleged maximum withdrawal limit linked to the bonus.

I reject this justification for the following reasons:

1. I never accepted or activated any bonus. The casino itself has acknowledged that the bonus was activated automatically, without my consent.

2. Once I became aware of the bonus, I used it up completely before making any additional deposits or bets with my own funds.

3. All subsequent play was conducted exclusively with my personal funds, without any active bonuses on my account. At all times, my balance appeared as fully withdrawable.

The casino representative himself confirmed that the bonuses are activated without the user's consent, and that the funds can be withdrawn later without explanation. This practice is deceptive and constitutes a clear violation of basic fair play principles.

I have attached screenshots that document the full sequence of events, including the bonus expiration, subsequent bets placed with personal funds, and the casino's own statements regarding the automatic activation of the bonus.

I demand a formal review of this case and the immediate return of the $176,318 that belong to me.

Hello, I see you successfully submitted the proper complaint request and that's truly excellent news. The casino is not currently among the decent ones, so let's see what we can do about it.

The way I understand it, for some reason a bonus limited the availability to withdraw the funds. The bonus was, however, provided automatically. You know, there are certain scenarios that may result in the same situation, so did the casino perhaps inform you somehow that in order to end the bonus in the system, withdrawing the funds immediatelly upon finishing the bonus wagering is necessary? We call it "technical withdrawal." Sounds similar, but it's better to have it checked through the complaint, that's for sure.

Hello,

Thank you very much for your response.

And no, the casino never informed me of anything. In fact, I checked until the very last minute to make sure the funds appeared as "withdrawable," which is usually a good indicator that the bonus is no longer active.

In short, the casino activated a bonus against my will and never informed me of anything.

In fact, I continued betting normally using my own money.

Greetings.

Hello, you are welcome.

I believe we are describing very similar scenarios here, but to prevent any kind of misunderstanding, I'll wait for the complaint to progress further. In my opinion it's crucial to hear the casino's exact explanation and what possible terms were applied. In any case, I hope there is way to resolve that fairly, of course. 🤞

Greetings!