King.rs Casino - Player’s winnings confiscated due to alleged bonus abuse.

SCAM! The casino offers a bonus on the first three deposits. I received the bonus on my first deposit and lost it. Then, I made a second deposit and received a bonus (50 free spins on the Gates of Olympus game, whose winnings are sent DIRECTLY to the cash account). From those free spins, I won 7,000 dinars, making my total balance 9,000 Dinars. I continued playing, wagered my initial deposit, and fulfilled all the requirements!!! After that, I requested a withdrawal, and it said that 9,000 dinars were available for withdrawal. The next day, King Casino BLOCKED my account. When I contacted them, they unblocked my account but took away the entire amount I had won, leaving only my initial deposit. Apparently, I had committed bonus abuse?! I honestly do not know what kind of abuse I allegedly committed, as it clearly states that a bonus is given with the first, second, and third deposits—which I received but they refused to pay out. When I asked what kind of abuse I had committed (absolutely none), they replied that I would be contacted with an explanation during the day, but that never happened. They didn’t provide any reason, probably because there isn’t one. They embarrassed themselves for a ridiculous amount; who knows what would happen with a larger sum. My recommendation is to stay far away from these scammers who only take your money but under NO CIRCUMSTANCES will they pay out the money you rightfully earned!!

Dear Jurdan,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with King.rs Casino. Let me refer to the rules specifying bonus abuse (English): https://king.rs/rules/en/18608

Bonus abuse

The Organizer may refuse any withdrawal and/or cancel all the winnings if it turns out that the player engages in practices which conflict with these bonus regulations. In particular, ‘irregular gaming’ or ‘bonus abuse’ occurs when:

▪ a player withdraws money which he deposited in order to obtain a bonus to play only with the bonus credit offered by the Organizer.

▪ a player makes a deposit with the purpose of claiming a bonus without having the intention to play.

▪ a player uses abusive and repeatedly bonuses or promotions offered by the Organizer(or promotions from one of its partners) in depositing only a minimum amount, in order to play with the bonus.

 ▪ the creation of several games accounts in order to benefit more than once from the same promotional offers

▪ creating or using multiple accounts from the same computer or IP address in order to benefit more than once from the same promotional offers

 From the moment the Organizer qualifies a player as being a "bonus abuser", that player will no longer benefit from any promotional bonus.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you previously opened other accounts in this casino?
• When was the last time you were in contact with casino support?
• Have you since received any further explanation regarding the allegations against you?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

• I have never opened other accounts on the King.rs platform before
• The last time I contacted customer service was yesterday

1. I was told that my account was allegedly "connected" to others

is a lie. I have never used their platform before, nor tried to open an account on the King.rs platform before this.

Upon my request to be forwarded the contact of that "security team" or someone in a higher position, as well as a more detailed explanation and perhaps some evidence of the alleged "connection" of mine with other accounts, the customer support agent told me to feel free to contact to the competent authorities if I believe that I am damaged. It seems that normal communication with them can only be conducted through competent and judicial authorities.

Thanks in advance for your help!

Also, my winnings from the bonus are still in the list of bonus transactions.

And once again, I would have to repeat that I have never even tried to open an account on that platform before, so I really don't know what kind of connection they have with other accounts. No one has yet responded to my request for an explanation of their decision, even though I was promised that I would receive an answer within the day 3 days ago.

Thank you very much, Jurdan, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Jurdan for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask King.rs Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear All,

We inform you that the player's account, previously temporarily blocked for verification, is now active.

After a thorough analysis, the account security department confirmed the abuse of the bonus, a violation of Article 17 of our Hosting Rules. Accordingly, future bonuses for this account are disabled.

Due to the abuse of the bonus, the payout scheduled with the bonus winnings was canceled, the winnings were removed, and the deposit was returned to the player's account.

Promotion rules include:

Only one person, email and IP address per entry. Sharing of IP address, computer or network among multiple users is prohibited to prevent fraud. Violation of this policy may result in cancellation.

If there is suspicion of fraud, abuse of the rules, technical problems or other factors affecting the promotion, we reserve the right to cancel bonuses and all winnings.

We are available for additional questions.

Best regards,

I really don't know what your "security team" confirmed, but I've never even tried to open an account on your platform before, which the system itself probably wouldn't allow me because I only have one passport. I really don't understand what kind of accounts you allegedly linked me to, because I only have one with you, and no one else on my computer or network opened their account. Only if it is forbidden to log in to the account on my computer and phone, which is extremely pointless.

Thank you for the update King.rs Casino representative. Would it be possible to provide evidence of any fraudulent behavior that resulted in the bonus cancellation to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear All,

We inform you that unfortunately we cannot send the requested data due to their sensitive nature and our privacy policy. In addition, our system identified a connection between the mentioned account and another account, which is a violation of Article 17 of our Rules of hosting, which led to the cancellation of the bonus.

We are committed to resolving this issue quickly and are ready to provide any additional information needed to resolve the issue.

Thank you for your understanding,

Best regards,

That's right, they don't want to send evidence because it doesn't exist. I am sure that there is no "connection" of mine with another account. This casino is some kind of scam and they just don't want to pay out winnings, but when people lose money that's fine. They don't even hide that it's a scam.

Thank you for the clarification King.rs Casino representative. Would it be possible to disclose on what basis was the decision made? If the information is confidential it can be forwarded to my email and kept confidential. (peter.c@casino.guru) Thank you in advance for your cooperation!

Is there any news?

Dear All,

Thanks for your inquiry. Although we strive to maintain transparency, we are unable to disclose specific details about a third-party account due to our privacy and data security policies. The mentioned rules are made to protect all our players.

We assure you that all decisions on orders are made in accordance with our Event Rules, which the player accepted when registering on the site.

If the player has additional questions, please contact our customer support directly through your account.

We appreciate your understanding and efforts to resolve player concerns. If you have any additional general questions about our Event Rules or procedures, please feel free to contact us.

Sincerely,

I was told by your customer support that if I am not satisfied with not getting a response in the time you promised, I can contact the relevant authorities. I have sent you more than 10 emails and contacted you quite a few times and never received a helpful reply from you. You always say that you will send me an explanation during the day and you never do. It is clear that it is a scam, I published my situation on social networks and several other people had the same situation as me, absolutely the same. I would like this casino to at least be marked as fraudulent, just so that people know that it is a scam.

I am absolutely sure that there was no abuse on my part. You have my permission to pass on all information about my account to Mr. Peter, but of course you will not do that because you yourself know that you have no evidence against me. Your customer support is zero, the only answer you have given me is to pursue you through the police and a lawyer if your answer does not suit me, so that also says everything about your way of doing business. I don't understand why you are redirecting me to contact your customer service when no one has yet responded to the emails I sent on 07/08/2024, even though you promised that I would receive a response within the day.

Dear Jurdan, without cooperation from the casino's side I'm unfortunately unable to assist further. The casino is licensed by the Republic of Serbia's Ministry of Finance Games of Chance Administration, I have not found any way to officially file a complaint against an establishment but you can try contacting them and see if they can help here: (https://www.uis.gov.rs/en/kontakt) Let me know if the casino has responded to your inquiries or if there are any other developments. Thank you in advance!

I contacted the casino again. I was told that their last response was final and not to contact them again about the matter. By the way, their last answer is that I will receive an explanation from their "security team" regarding the withdrawal of funds during the day, and I did not receive it. I think that they also blocked the user support function on the site, because when I go to the "Chat" icon now, I get the message: "Access denied", and I still haven't received a reply to a single email that I sent even more than 20 years ago. days. I think it is very clear what kind of business this fraudulent company is running and I think it would be quite correct and fair for other players to be warned. I am sure that I did not abuse the bonus, and the casino itself knows that. That's why they won't send any evidence, because no evidence even exists. I will try to attach a complaint to the address you sent me. Peter, thank you very much for your help and for trying to help me solve this problem, but it is obvious that nothing can be solved fairly and humanely against such tyrants. The only thing that can be done now is to warn other players about this scams and prevent new scams by this "casino".

Thank you for the update

Dear King.rs Casino representative, would it be possible to provide me with an explanation from the security team? You can provide any evidence to my email. (peter.c@casino.guru) Thank you in advance!

We would like to ask the 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’ which may negatively affect its rating.

Hi Peter. Is there any news regarding my case? I assume that the casino did not send any evidence because there is no evidence.

Dear Jurdan, as the casino did not provide any evidence to support their claims I am forced to close the complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of King.rs Casino.

Dear Jurdan, we received the requested evidence of multiple accounts and I strongly advise against such behaviour in the future as this is prohibited in most casinos on the market. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter