The player’s winnings were confiscated due to using delaying strategies.
Kingdom Casino - Player had his bonus winnings confiscated.
Amount: €420
Kingdom Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.8
Kingdom Casino has a Safety Index of 4.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hi there
I played with a bonus of 80 euros deposited with a 75 percent bonus. after successful wagering, my balance dropped from about 420 euros to 0 euros.
the casino accuses me of delaying game rounds
But what didn't happen. You can't give me any evidence or details except that it should have happened in the game 888 dragons by pragmatic play.
I would like to emphasize that this is a slot with no bonus or freespin function, furthermore winnings are paid out immediately and there is no possibility to delay something, there is also no risk function such as double up or the like.
Automatic translation:
Public
Public
4 years ago
Dear fowi30,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Delaying rounds is indeed a prohibited practice. I checked the casino’s T&Cs (https://www.kingdomcasino.com/bonus-terms-and-conditions) and I found this:
„Delaying any game round in any game, including freespins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having freespins features or bonus features still available in a game is prohibited."
Since you are sure you didn’t breach this term, would you be so kind and forward me your whole game history to kristina.s@casino.guru? If there is any other relevant communication between you and the casino, please forward it as well.
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
4 years ago
Translation
how can I forward the game rounds via screenshoot? i can only see my last 50 spins in the course of the game, everything else is not displayed
Automatic translation:
Public
Public
4 years ago
Fowi30, if you cannot export your game history, would you be so kind, and try asking the casino to provide it to you? Thank you in advance.
Public
Public
4 years ago
Translation
i can no longer log into my player account they have deactivated it without a valid reason. have you received the chat histories i sent you by e-mail
Automatic translation:
Public
Public
4 years ago
Translation
i emailed the casino to send my game report to my email.
Automatic translation:
Public
Public
4 years ago
Thank you for the update, so let's wait for a few days, and hopefully, you will receive it soon.
Public
Public
4 years ago
Translation
did you get chat history? sent it to them.
there is also that the casino wanted to investigate this incident again (chat conversation with live chat agent erik) and you forward it to the technical department.
Automatic translation:
Public
Public
4 years ago
fowi30, I received an email from you, however, I don't think that it is the chat history you are mentioning. Could you, please forward it again?
Public
Public
4 years ago
Translation
your email address kristina.s@casino.guru doesn't end with .com? they just wrote to kristina.s@casino.guru
have uploaded the gamehistory
Automatic translation:
Public
Public
4 years ago
Translation
can you see the game history? uploaded it here but i can't see it
Edited
Automatic translation:
Public
Public
4 years ago
fowi30, thank you for your emails, however, I still haven't received your whole game history. Unfortunately, we cannot proceed with this case without it.
Public
Public
4 years ago
Translation
I asked you for your email address and whether you gave it correctly. You didn't answer
is this right? there is no .com at the end of your mail
Automatic translation:
Public
Public
4 years ago
Yes, kristina.s@casino.guru is my email address. I've already received emails from you.
Public
Public
4 years ago
Thank you very much fowi30 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.
Public
Public
4 years ago
Hello fowi30.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Please, be aware that we have received your email with game history.
Public
Public
4 years ago
Dear all,
we are informing you that we are investigating this issue. As soon as we find out anything, we will post here, thank you for understanding!
Public
Public
4 years ago
Dear Kingdom Casino team.
Thank you for your cooperation. I am extending the timer by 7 days. Please, let us know as soon as there will be any new information.
Public
Public
4 years ago
Dear all,
updating you that we have asked for player's banking details to process a refund to him. However, we haven't received anything from the player yet. Guess, we need to wait a bit more...
Public
Public
4 years ago
Dear Kingdom Casino team.
Please, could you provide us with more information? If the player's statement is correct ("the casino accuses me of delaying game rounds"), could you provide us with relevant evidence? Since fowi30 is not aware of such behaviour we need it in order to close the case.
Public
Public
4 years ago
Translation
I have received an email with the request to send my bank details.
all my deposits were made with ecopayz
is it even possible to pay out the money by bank transfer?
Edited
Automatic translation:
Public
Public
4 years ago
Translation
i have now sent my bank details to the casino
Automatic translation:
Public
Public
4 years ago
Hello, fowi30,
thank you, we have received your banking details and now we need to wait until you get the refund. Please, let us know about it here. Thank you in advance.
Public
Public
4 years ago
Translation
I received 424.60 euros on my bank account.
i think that's the win
many thanks to everyone involved for the cooperation
It's a shame that I first had to open this case here in order to receive my money, which was illegally not paid to me by the casino and to accuse me of something that didn't happen.
Automatic translation:
