King Johnnie Casino - Player's withdrawal hasn't been processed.

Additional information from Natskie:

"I won 25000 i asked them to close my account so i was locked out and couldnt withdrawl it and undee no circumstances to ooen it until i had been paid out and they reopened it and i blew the money"

Dear Natskie,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that after the casino reopened the account, you’ve lost all your winnings, please? Is there any balance left?

Looking forward to hearing from you.

Best regards,

Kristina

I dont think so its closed now and i cant access it they tried ti say they never paid it out straight away becauhse i cave a diff account no on one withdrawl request but the other 5 havr my correct acc no the one that was different was a typo

I am very sorry Natskie, but I don't understand your message. Could you please describe what happened in more detail? In your previous message you wrote "i blew the money" - did you lose your winnings or not? Also, what do you mean by different account? Did you create mulitple accounts at this casino?

Please, forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you.

Ok so i won 25k i asked if it could be withdrawn straight away so i couldnt touch it as i didnt want to blow it they told me they cant do that but instead i can withdrawl it all then block myself out of my account until its cleared i said ok lets do that but make sure under no circumstances do they reopen it now they reopened it i won anorher 25 so there was 50k all up and i blew the lot and now im locked out of the account im not asking the fifty k be refunded only the 25 as thats what it was wen i asked to be locked out til it was cleared

Thank you very much Natskie for your reply. I will now transfer your complaint 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.

Thankyou

Hello Natskie.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thanku so much

What happens if they dint reply

Hello Jozef,

A courtesy call was done on the 12/04/2021 informing the client of our findings and she dropped the call after she was informed of that the casino cannot be held liable. Client was informed in our chat that she has requested for the account to be locked and she herself stated and asked for it to be unlocked and that she stated that she takes full responsibility for her actions. We have not made contact with client again after our telephonic conversation on the 12/04/2021. We are very surprised when we received this complaint as player was made aware twice that she requested for the account to be unlocked.

Regards

Levi

Dear Natskie.

Please, could you confirm the casino statement? Have you specified the reason for the permanent block to the casino team? If it was not closed because of a gambling problem and if you clearly took full responsibility during the communication with the casino team, their process would be completely justified.

Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

There statement is in correct i asked them to make it soi couldnt redraw the money out because i do have a gambling problem they said we can only close the acc until the money is paid so i said ok lets do that i told them under no circumstance to reopen it until then otherwise i will blow it

Hi jo let me know if u need anything wlse

Dear Levi and King Johnnie Casino team.

Thank you very much for your cooperation. Please, could you react?

Hi Jozef,

We have a chat confirmation whereby the client stated that she takes full responsibility and would like to have the account unlocked.

Regards

Levi

Befoere that i ask ed u underno circumstancès is it to b unlocked until after i get payed out no mattter whayt i say

Dear King Johnnie Casino team.

Thank you very much for your cooperation in this case. Please, could you confirm if I understand the situation correctly?

The player asked for permanent self-exclusion because of the gambling problem, his account got blocked after.

Later, the player returned and requested his account to be reopened (with the fact that he takes full responsibility for his actions) and your support opened the account.

Be aware, that reopening an account just when a player asks and takes full responsibility is not fully legitimate action in the usual terms of responsible gambling, since the addicted player will sign anything or do anything when he is in rush.

That is correct

Hi Jozef,

Client came through on the 30 March 2021 and advised of her winnings of 25k and wanted to withdraw all funds. Player was then advised that the pending period is 24 hours and that she will only be able to withdraw 10k per week and it should reflect in her account within 3-5 working days. Our agent then advise the client that she can have her account locked until funds has been processed. Whereby the client then agreed to do so. This was then soft locked and not a gambling problem lock account request as stated by the client.

The client came back on the 31 March 2021 querying the withdrawal status and client was informed that the status has not changed as it is still under review. Client then requested for the account to be unlocked and stated that she only wants to reverse 5k, at this time client was cautioned twice by the agent that the account was locked until all has been finalized. At this stage the client was also advised that should the account be unlocked that it would be done on her request and that she takes full responsibility if any withdrawals are reverse, of which she then stated that she takes full responsibility. Client now only stated gambling problem as this was not the case in the initial account closure. Our terms are clear on responsible gaming and we follow them through to the end, but in this case no mention on her side that she has a gambling problem. What we believe has happened is that the client was chasing another big win and then lost control and only afterwards when all was lost came up with such a claim. We have all chat transcripts should you wish to review.

Regards    

Levi

Thats a straight out lie

Send thru the chat transcripts

Dear Natskie.

Please, be aware that on the evidence you have provided there is no clear statement about the gambling problem. Could you provide us with further proofs where it is obvious that the casino was aware of your gambling problem?

They have the chat messages 8t would b in there i didnt screen shot them the whole point of the lock was because i told them i didnt ttust myself to blow the money that was the whole point of the block which it will b in the chat

Dear King Johnnie Casino team.

Thank you very much for your cooperation. Could you provide us with a transcript of the mentioned conversation with your support, please?

We would like to ask the King Johnnie 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 Jozef,

I have e-mailed the chat transcripts to you. Please confirm if you have received them.

Regards

Levi

Dear King Johnnie Casino team.

Please, could you specify the email address where you have sent it?

*Update:

Ignore my question, I have just found it in spam.

Dear Natskie.

I am very sorry, but I am forced to reject your complaint. According to the transcript, it is clear that you have not expressed a clear gambling problem, but the matter of communication was more focused on getting your withdrawal and getting back to play in the casino. If you had clearly expressed that you have the gambling problem, the casino team would be obliged to block your account, pay you the balance and never let you in. Unfortunately, this is not the case.

I highly recommend you to check our article with useful tips about Responsible gambling.

Best regards, Jozef