Kingdom Casino - Player has been granted an unwanted bonus.

I make deposit and not ask or accept any bonus. Then I palyed and win. When I want to ask a withdraw, I discover that my money is "blocked by bonus". I write to suppot. They said: you may cancel bonus and bonus money be distracted form accout. I cancell bonus and all my money dissapered exept sum of deposit.

I depeosit 21175 roubles having about 4000 roubles at account at tahn moment. They add 6352 and I don't notice this, because was playing. Then I win and my balance become 103447. After I cancell bonus is become 21175 - sum of deposit. 

Dear Fedor,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://www.kingdomcasino.com/promotions:

"Any bonus can be cancelled before you start playing it through. Please, contact our support service to find out more about cancelling your bonus."

"A player has the right to refuse from any bonuses from the Casino."

Could you please advise if you have opted out from receiving any promotional offers prior to placing any bets?

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

Best regards,

Petronela

They have system that automatically add bonus at any deposit. It is swith on by default. When I make first deposit, I notice this and cancel bonus and asked them to switch auto bonus off. They confirmed, thet they do it. This time I make deposit and did not notice any bonus messages. I continue play I win 1000$. Only after this I notice my account is "blocked by bonus". Before cancell bonus, I asked what happens with my winning, if I cancel bonus. They said: only bonus sum (about 100$) will be distracted. When I cancell bonus, all my winning dissapered.

Dear Fedor,

Could you please forward any relevant communication related to your future bonuses’ cancelation? My email address is petronela.k@casino.guru. I’m specifically interested in casino’s confirmation that you successfully opted out from any further promotional offers. Thank you very much in advance. 

I am certainly not planning to do any more deposits in this casino before the case under discussion be resolved

Ok, that's a very good idea. Could you please forward the requested communication? Thank you in advance.

Thank you, Fedor, for forwarding the live chat communication. However, I still didn’t receive your request to cancel any future bonuses.

I have checked again general promotional terms, and this is what I found https://www.kingdomcasino.com/bonus-terms-and-conditions:

"The winnings obtained by using bonuses become available for withdrawal only after meeting the requirements of all wagering rules."

It means, if you revoke your bonus before completing required wagering, awarded bonus along with any bonus winnings will be cancelled. This is a standard procedure in majority of casinos.

I have carefully checked your conversation with the live chat agent and would like to ask you, if I understood some parts of it accurately.

She has advised you that because you haven’t played with bonus funds yet, only bonus amount will be deducted. Afterwards, when you pointed out that bonus and its winnings have been cancelled as well, she suggested that you have played a game with 0% wagering contribution and that’s why the entire amount was erased, is that right? Thank you in advance for your reply.

Not exactly.

When I asked what be with my winning, she said: because you haven’t played with bonus funds yet, only bonus amount will be deducted.

After I cancel bonus and winning disappered, she said: winnings have been cancelled beacause you played "0% wagering" game AND played with bonus money.

Thank you very much, Fedor, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Fedor.

Is there any chance to get your game log? I want to check what exactly happened.

Could you please send me the text file? If it is possible to download it. (matej@casino.guru)

I am sorry Fedor, what you sent is just a part of the information what I need.

I would like to invite the casino representative into the discussion.

Could you please explain to us what happened in this case, and if it is possible to send me the Fedor's game log.

Thanks.

I send all game log, that is available for me at casino site. Not have any more.

Hello, all!

Matej, we have sent the game logs and chat transcripts of Fedor to your email.

We must again admit that every time while depositing the players can refuse from getting any bonuses. Also, when cancelling the bonus, the wins associated with it will be cancelled as well, and the deposit sum will stay on the balance.

You again talk about your "super-smart" bonus rules. But, my main claim is another.

I asked a clear question in support chat: "What be with my winning, if I cancel bonus?". 

Girl in chat said: because you haven’t played with bonus funds yet, only bonus amount will be deducted. This answer happened to be total lie. 

When I cancel bonus, 75000 rub (~1000$) from my account dissapered. I think your should return me this 75000 roubles, since all this happened due to the mistalke of girl in chat, who give me wrong answer.   

I went through all the logs what casino sent me.

The most important is that the casino confirmed that real money is used first during a bonus play.

From log: 

When Fedor again deposited, and an automatic bonus was added he still had a 6419.29 rubles in his account.

He deposited a 21175.85 rubles + got a 6352.75 rubles bonus and continued to play with two bonuses (why this is possible? shouldn't be the first bonus cancelled?)

Anyway, if we assume the logic that the real money is used first and his balance never dropped below 12772.04, then all his winnings are from real money play and he should by cancelling the bonus lose only 12772.04

If for some reason the new bonus funds were used first (the last bonus) then he successfully wagered it and he should get everything except 6419.29 rubles.

Could please casino representative recheck my logic and logs?

Hello, Matej,

the player didn't continue playing with two bonuses. when a player makes a new deposit and gets a new bonus for it, while having another pevious bonus active, then the new bonus is in 'wait' status, until the previous active bonus is wagered / lost. Only when the previous bonus is wagered or lost, a player starts playing with the next available bonus.

Ok, so after Fedor made a new deposit, he continued to wager an old bonus. But his real money should be used first. So still, he won with real money and not a bonus.

In the system, there is no differentiation between real money win and bonus money win when a player has an active bonus. all the money is considered as bonus money as the bonus is tied with the deposit. if we want to consider it real money win, the player should have played with the pure deposit, without any bonus attached to it, in this case the system would consider it as a real money win. you can see it in the logs as well: even though the player played with real money while having an active bonus, the system marks it as the bonus money (column 'Bonus Issue' - if it is empty, the player played with real money, pure deposit; if it is not empty, the system inserts the name of the bonus in that column).

It's a unique approach to bonus money. I am afraid that then your support agent told incorrect information to Fedor. This leed him to cancel the bonus. He lost almost everything because the support agent clearly informed him that he would lose only the initial bonus amount. (which makes sense for me)

This is the approach used at the casino, yes. However, we agree that the agent's mistake led to the bonus cancellation, following which the player lost the money he didn't plan to lose. Thus, we made a decision to return back the bonus money to the player's account - the amount which is the difference between the balance at the moment when the bonus was cancelled and the deposit.

Could you please also tell us the remaining wagering of this bonus funds?

Fedor, do you agree with this solution?

82 272,04 RUB - this amount has been added to the player's amount and this is how much was deducted when the player cancelled the bonus.

I now have 82272 at my account. As I understand, I still must wager it in some games. Not understand why I must wager 164000 (2*82000), if I receive only 6000 as bonus? I acutually better prefer to get 75000 without any bonus money, which I not wanted.

The problem is that the winnings were from bonus money. You almost completed the wagering, but then support agent told you wrong information. By cancelling the bonus, you lost all the bonus money. Now the casino reinstalled you the bonus balance, and you can finish the wagering.

You added only about 6000 rub as a bonus for about 20000 rub deposit. And I need to wager 164544 rub!? Why so much? Why not 12000 (6000x2)?

Because you were still wagering the first bonus, as casino wrote:

the player didn't continue playing with two bonuses. when a player makes a new deposit and gets a new bonus for it, while having another pevious bonus active, then the new bonus is in 'wait' status, until the previous active bonus is wagered / lost. Only when the previous bonus is wagered or lost, a player starts playing with the next available bonus.

The bonus of 6000 rubles was in wait status.

Today received remains of my money. Can't say I am fully satisfied with how it all finished.

But at list I got something instead of nothing. This happened due to Casino.Guru participation. My gratitude to Matej and Casino.Guru. Thank you.

Thank you, Fedor. I am happy that we were able to help you.

Thank you for using the Casino Guru complaint resolution center. I will now mark your complaint as 'resolved' in our system.