King Johnnie Casino - The player's winnings disapeared.

On 22 October 2021 I had around 20 on my johnnie kash account so I play suns of egypt hold and win  I put in 2 x $10 spins and I press the first spin got nothing then I pressed spin again and won $48.00 then I press spin again on $10 bet I won nothing then I press spin again on $10 bet and won nothing then I press spin again on $10 bet and won nothing then I had $18 left I risked it and pressed spin on $10 bet and got the 3 pot of golds which trigger the 8 free spins I played all free spins and the total I won was $1,160  so all up with the $8 what I had left my balance should of been $1,168 but when I touch the screen to go back to home screen to withdraw the funds the screen froze then it came up with an error message " INTERNAL ERROR  PLEASE CONTACT SUPPORT " so I screenshoted it then I got out of page to home screen of phone then log back in to johnnie kash account and it said I only had $8 so I contacted support to see what and where my winning funds went to  and the support team said they will escalate my concern to the game provider and it took a couple of weeks for them to get back to me then they got back to me and said that the game provider done a investigation and there no missing funds  then I said where did the $1,160 went to they couldn't tell me or they kept saying there no missing funds but there are though. all I want is what I won .

Hello smedleya95,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with King Johnnie Casino. Please allow me to ask you a few more question before we would move forward.

Are you verified in the casino? Was the $20 which you used real or bonus money? When was the last time the casino responded to you and what did they say?

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Hi yes I am verified and the $20 was real cash it was off my debit card and the last time I heard from king johnnie is about 3 weeks ago they responded the game provider done a investigation and found there were no missing funds and owe me nothing and I responded ok then where did my winning of $1,160 went to then they virtually said there no missing funds and we don't owe you anything and I've got screenshots and proof of transactions so I want what I'm entitled to which is $1,160

Did they send you any proof or communication with the provider about this issue?

No none at all when I asked them they said they have escalate the matter to security and I will be contacted promptly

I contacted king johnnie back and king johnnie said that they haven't got any proof of communication with game provider just feedback from them

Is it possible to ask them for that communication and forward it to us? Also if you have the screenshots or proof which you mentioned, please send it to nikolas.b@casino.guru.

I have sent an email to nikolas.b@casino.guru

All I want is my pay out what I'm owed which is $1,160

Thank you smedleya95 for all the information. I will now forward your complaint to my colleague Martin who will be assisting you from now on.

Wish you best luck resolving it.

Ok thanks I hope I can get it resolved quickly as it being going on for over 2 months now

Hello smedleya95!

I will take care of your complaint from now on. In order to proceed I am now going to contact the representatives of King Johnnie Casino to join the discussion in this complaint and help us resolve the issue.

Hi Martin thank you for your help I hope it get resolved I don't see why it took this long to get solved it is abit disappointed seeing I won and they trying to look at any and everything to NOT to pay out I had to pay to use the service they should pay out straight away when someone wins

King johnnie casino didn't mind taking my money then when I won they trying to say there no missing funds but where did my winning ($1,160) went to ?

Still no answer

Still no answer................. all I want is what I won which is $1,160 that all . I will not give up until I get what I'm entitled to ..... the king johnnie casino would be doing the same if I owed them money

As there is no response to this date, we would like to ask King Johnnie Casino to reply to this complaint. The timer will be extended by another 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative influence on the casino's rating on our website.

still no answer i going to be lost out on what i won cause of the casino not replying back...... i dont know why they wont reply obviously they know they owe the money this will be all sorted if they just pay what owe to me which is $1,160 if they pay me this will be all over but obviously they are guilty and know that they are .

still no answer...... i going to be lost out on what i won cause of the casino not replying back...... i dont know why they wont reply obviously they know they owe the money this will be all sorted if they just pay what owe to me which is $1,160 if they pay me this will be all over but obviously they are guilty and know that they are .

Hello smedleya95!

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

Sorry, that we were not able to help you more and we sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.