K9Win Casino - Player's balance has been frozen.

Hi, i’m a regular player in this website and i have played for several months. Today 29/08/2020 at the time of 3.53pm(Sg time) I deposited $100 into my account, i am a gambler so i believe many players seldom read the terms and condition and just gamble. I have deposited $100 and i have won $500 amounting to my total credit of $600. I did not click any bonus and i withdraw my winnings. My withdrawal request got rejected and i asked the live chat. They were not cooperative to answer me why i got rejected but simply just tell me got rejected because i didn’t met Number 3 of the terms and condition which is i can’t go all in if the amount is less than $1500. I did an all in of $100 because i only deposited $100 and i have did this more than 2-3 times via the same account and did not have this problem i have today which is i can’t withdraw because it’s less than a $1500 all in. But the minimum is already $100 in the blackjack. I have did this several times and i manage to withdraw. If i was rejected the first few times when i withdraw previously, i would definitely not have did it today. But the live chat just blatantly answer me that it’s rejected and tell me to re bet. I feel it is very unfair, i admit its my mistake because it’s written in the terms and condition, but if this is so previously they should have rejected my withdrawal but they accepted. So it is really very unfair for me because i played it properly and i am a regular customer. I hope i can get a valid reason on this and i want back my winnings. Hope you can help me please thank you. My username in K9win is Chorbeng9

Dear Bengbeng9,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. Before we move forward I would like to ask you a few more question. Could you please advise how many deposits have you made to the casino? Have you spoke to any casino representative about your case? Also please, if you have any relevant communication between you and the casino send it to nikolas.b@casino.guru.

Best regards,

Nick

This time i have just made 1 of a $100 and i all in because the minimum bet of the blackjack was $100. Previously i have did the same thing like 2-3 times and was able to withdraw. i would email to you guys the conversation

I could not email to the email i will attach the conversation here

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Dear Bengbeng9,

Thank you for providing more evidence. I've also received your e-mails. It may happen that the casino did not notice the term violation before and now as they did they also applied it. The term however mentions "freeze" of balance. Could you please advise if your balance is just frozen or fortified?

It has been forfeited, but it is unfair for me because i didn’t knew about this very stupid rule because i could have deposited just a dollar more and bet $100 and they just gave me back my $100 deposit and told me to revert. I would like my winnings back sir

Dear Bengbeng9,

Please understand that you have violated the casino terms. It's always the player's responsibility to read them carefully. You show never register to a casino before reading and understanding their terms. However, their terms state that the balance will be freeze and not fortified. I'll now forward this case to my colleague Jozef, who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Best regards,

Nick

they have already forfeited my winnings.... i understand its my mistake, but previous few times i have did the same thing and was able to withdraw i hope you guys can help me... thank you very much

Hello Bengbeng9.

Thank you very much for sharing your negative experience with the K9Win Casino. We will now try to get in touch with them.

Thank you, appreciate it.

Dear Bengbeng9,

Please understand that K9WIN Terms and Conditions Do get updated to ensure the best gaming quality and experience 

It is solely the player responsibility to read the terms and conditions before playing in our website.As we are known for our great services and trusted in the market so our terms and conditions is final.We Do hope you understand sir that the issue is that you didnt double check our terms and conditions before playing.We apologise for any troubles or misunderstandings caused but sir our terms and conditions are final.

But at least give me back my winnings and i can do a X1 turnover bet before cashing out? Forfeiting of my winnings is just unfair

Dear Bengbeng9,

As we are a leading trusted company.Our terms and conditions are final sir.We have forfeit your winnings due to breach of our terms and conditions,and we also have already refunded back your initial deposit sir.Our terms and conditions are final we hope you do understand sir that we are only following the terms and conditions.

Dear K9 Casino.

The player has stated that he was playing with real money. Is there any reason why you applied GENERAL PROMOTIONAL TERMS & CONDITIONS for the real money play? 

And also to add on, i have did the same thing like several times before. I don’t know why is it that only this time they told me about this Term and Condition. If they have told me beforehand, i would not do the same thing. I mean this T&C is rather stupid because i could have just cashed in a dollar more. This T&C is obviously just a loophole to reject withdrawals. Haha this web is a joke.

Yes i did not click on any bonus or promotion, i just cashed in and straight up went to bet.

We would like to ask the K9Win Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi there dear Valued customer BengBeng9

After our superior evaluation on the case we have came up with a solution that we believe will benefit both party kindly contact us at our website to solve this issue.Thank you

Casino has returned my winnings. Thank you Jozef for the great favor! Appreciate all help that has been done. Thank you.

 Dear BengBeng9,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru