Kingdom Casino - Player’s bonus privilege has been withdrawn.

Boa noite.

Recebi o seguinte email a meio de um torneio em que ja estava a participar no qual joguei do meu dinheiro e para o qual tinha 510 euros de premio, para alem de ter sido excluido de receber qualqur outro bonus por decisao administrativa sem justificaçao nenhuma.

Please, note that bonuses are not available for you anymore per the administration's decision.

From now you can play only for your real money.

You can still make deposits, play and withdraw the funds.

Venho requerer e denunciar a pratica abusava e de tentativa de subtraçao do meu dinheiro por parte deste casino.

Dear engrsc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that the issue is that you’re not entitled to any further free bonuses.

Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Casinos are not obligated to reward their players with bonuses and bonus privilege can be limited or revoked at any time without further notice.

I would like to know whether this information somehow influenced your winnings. Did you have any active bonuses at that time? Has the casino confiscated any bonus winnings?

If there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Obrigado pela sua resposta. Não encontro justificação nenhuma para que me tenham tirado o privilegio de receber bónus .

Encontrava a participar dos torneios dos casinos, para os quais teria de ganho prémios de valor de 510 euros, para os quais tive que jogar do meu dinheiro para participar nesses mesmos torneios , sendo-me agora avisado que os prémios não me irão ser atribuídos porque são considerado bónus. Sendo assim vai me ser confiscado pelo casino, ou subtraído o valor correspondentes aos prémios dos torneios , pelo que gostaria de denunciar a pratica de retenção desse dinheiro .

Com os melhores cumprimentos

Rui

Thank you very much engrsc for your reply. I understand now. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) 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.

Muito obrigado. Ficarei a aguardar novas noticias da vossa parte.

Additional comments by the player:

"Em sequencia da queixa que fiz relativamente ao kingdomcasino.com devido a de me revogarem o direito a bônus sem motivos aparentes, e de nao me atribuírem os prémios relativamente aos torneios em que participava, queria informar que eles acabaram por pagar os prémios relativamente aos torneios em que estava a participar. Contudo mantém a sua decisão de nao me atribuírem mais bônus ou prêmios a partir do momento ate decisão administrativa ao contrário.

Agradeço a vossa atenção

Rui"

Dear Rui,

I will take care of your complaint from now on.

Firstly, I would like to thank you for providing us with the information, I am also glad to hear that you already received the winnings from your tournament.

Secondly, I would like to address the issue with the bonus situation. While it is unfortunate that the casino has decided to stop providing you with the bonuses, I don't think there is any way in which we'll be able to change it and this decision should be respected. Casinos have a right not provide any bonuses to their players without even specifying the reason.

As the main issue of your complaint seems to be resolved, please let me know, if there is anything else that we can help you with, or we can proceed with marking this complaint as 'resolved'.

Obrigado pela vossa atenção. Penso que não há forma de reverter a decisão de o casino não me atribuir mais bónus por agora. E como o casino atribuiu-me os valores dos prémios dos torneios em que estava a participar no momento em que tomaram essa decisão, então, poderão considerar a reclamação como resolvida.

Com os melhores agradecimentos

Rui

Hello Rui!

Thank you once again for providing us with the necessary information about your case. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.