King.rs Casino - Player’s winnings were confiscated and account closed.

I was deceived when I tried to make a withdrawal; my account was blocked, and the funds were erased from the online casino King rs. Previously, this was Circus Casino, and I had an account there from 6-7 years ago but hadn't played since then. About 20 days ago, I received a message on my phone that Circus Casino is now King.rs, and that the same account is valid as on Circus Casino, and that I received 30 free spins on a slot game. I logged in without issue, my account had been previously verified with my ID card, JMBG, phone number, and photo. I played those 30 free spins, miraculously won 2000 dinars with them, and later played slots the whole day, winning an additional several thousand. So, I reserved a withdrawal of 9500 dinars at the end. During the reservation, I was asked to photograph my bank card with my name, surname, and account number visible so the funds could be transferred to the same account, which I did. The next day, when I attempted to log in, I received a message saying "client blocked." I immediately contacted customer support and was informed that my account was blocked and the funds erased due to detected unauthorized activities on my profile. They claimed I had engaged in account networking, though they never specifically explained what rule I violated or how. I sent emails to customer support, requested to speak with a manager, and even threatened with legal action, but they just kept repeating the same story or didn't respond at all. It seems like a gang of thieves, and there are reports online of other people having the exact same experience with King.rs Casino.

Dear djolex9,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with King.rs Casino.

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

• Do I understand correctly you won from a no-deposit bonus?
• Do I understand correctly it was a long time before you made an actual deposit in this casino?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports) 
• Could you please share your communication with the casino, especially accusations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Yes, I received a bonus message on my mobile phone. I had a registered account at Circus Casino before, but I was an inactive player for a long time.. I received a message on my phone that Circus changed its name to King.rs and that all accounts opened at Circus Casino are valid and that my account was assigned bonus of 30 free spins on the game fish and frenzy mission finished. I logged into my account with my email address and the code with which I was registered at Circus Casino, the account was already verified with an ID card, selfie and jmbg, I previously withdrew money from the account. After I played 30 free spins on the game Fish and Frenzy, I played various slot games, mostly Wild hot 40 - fazi as well as Majestic king - Spinometal. I will send my communication with the casino to email.

Thanks for your reply and email.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino before or after the rebrand?

Yes, my own brother Petar also had an open account and, just like me, he received a message that he received 30 free spins, he logged in through our shared laptop and used these free spins. He also verified his account with an ID card, as well as everything the casino asked him to do. Nowhere does it say that it is forbidden for two or more people from a family to have an account.

If you use the same device, the casino will generally interpret it as a single user creating multiple accounts.

• Could you please explain whether your brother used the shared device on more than one occasion to play in this particular casino before or after you played there?
• When has your brother completed account verification in the casino, to your knowledge?
• Were you both depositing real money funds, recently or in the past?

He used my laptop several times when logging in, he was verified during use for the first time after he joined after many years on king.rs, before that it was circus casino. Neither he nor I deposited funds, but only used the bonus they gave us. He lost his immediately as I recall.

Without any previous deposits being made, and the fact you used one device to access 2 accounts, I am afraid these circumstances point to bonus abuse behavior, in which case we won't be able to help, despite a previous successful verification.

I would recommend you and your brother each use your devices when playing don't use any shared devices, and use deposit methods that belong to you exclusively.

Due to the aforementioned reasons, this complaint will now be rejected. 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 issues with any online casino in the future.