Kingdom Casino - Player’s winnings have been cancelled.

Thank you.

Register on 9/12 (Register for the first time and casino)

I bet the full amount of the deposit twice and I won, so I applied for withdrawal.

Since the withdrawal was canceled, I had to make a "triple bet" when I inquired.

Therefore, I made a triple bet and applied for withdrawal.

When I tried to log in to the casino to see the progress on 9/14, I was blocked at this point.

When I contacted support, the withdrawal was refused with only the following fixed phrase.

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Your account has been closed due to the decision of the administration because of the violation of our Terms and Conditions.

"ANTI-FRAUD POLICY

The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to:

participating in any type of collusion with other players

development of strategies aimed at gaining of unfair winnings

fraudulent actions against other online casinos or payment providers

low risk roulette play where the player betting equal stakes for both black/red or even/odd covering 25 or more out of 37 numbers on the table. (Placing bets on black/red only covers 36 of 37 possible numbers)

chargeback transactions with a credit card or denial of some payments made

creating two or more accounts

other types of cheating

or becomes a bankrupt in the country of their residence, the Company reserves the right to terminate such Player Account and suspend and/or cancel all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons of such actions. The Company also reserves the right and may be obliged to inform applicable regulatory bodies of the fraudulent actions performed by the player." https://www.kingdomcasino.com/terms-and-conditions

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I'm not convinced at all, so I would like to ask for the collection of the balance.

Dear sai1331,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise which games you have been playing (live games, slots, or multiplayer)? Have you accumulated your winnings with or without an active bonus?

Were you advised specifically which rule has been broken and why your winnings have been cancelled?

I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

Thank you for contacting us immediately.

Deposit $ 50 and win double with a $ 50 bet on the roulette "red and black".

Since the betting conditions are tripled, a $ 1 bet is made 200 times with 100 Bit Dice.

The balance at this point was about $ 96.

Therefore, I bet 5 times the deposit amount.

There is no specific explanation for the content of the violation.

It is very strange because it is a highly rated casino.

Thank you.

Thank you very much, sai1331, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 sai1331!

From now on, I will take care of your complaint. I would like to invite representatives of Kingdom Casino into this complaint in order to help us resolve the issue.

Hello!

Unfortunately, regarding the terms 'The Casino has zero tolerance to advantage play. Any player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:

use of stolen cards;

chargebacks;

creating more than one account in order to get advantage from casino promotions;

providing incorrect registration data;

any other actions which may damage the Casino;

low risk roulette play where the player betting equal stakes for both black/red or even/odd covering 25 or more out of 37 numbers on the table. (Placing bets on black/red only covers 36 of 37 possible numbers).'

On this basis, the administration decided to confiscate the winnings and close the player's account.

Hello

I have no idea what it means.

I just deposited and bet normally.

Please explain specifically what is the violation.

There is no abuse at all, so at least I request a refund of my balance

Dear representatives of Kingdom Casino,

I would like to ask you to forward all supporting evidence documents to my email address: 'martin.d@casino.guru'.

The documents were sent

Dear Kingdom Casino representatives,

Thank you for providing us with the documentation.

Please allow us a few days to carefully examine the documents in order to proceed with this case.

Dear sai1331!

Please accept my apologies for a delayed response. However, your complaint was not ignored, in fact there were some internal discussions necessary in order to proceed with resolving your case.

We have reviewed the evidence provided to us by the casino representatives, but we were not able to make any conclusion yet, therefore additional questions were asked.

I will be informing you when there will be more information available for us hopefully soon.

Mr.Martin Casino Quality & Complaint Specialist

Thank you for your support.

Thank you for your continued support.

Dear sai1331,

Could you please advise, if you had opened any other account in the past in this casino?

good evening,

Of course, this is my first registration.

There is no other account.

Thank you.

Dear sai1331,

We have received supporting evidence from the casino which has proven us otherwise. Therefore we have a reasonable concerns of the truthfulness of the information that you're telling us and we are not able to support you in this case. The evidence provided to us by the casino was very clear and sufficient to proving their case, therefore we will be rejecting this complaint as 'unjustified'.

Is that so. .. .. Thank you for your investigation.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as 'unjustified'. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.