Kingmaker Casino - Player’s account closed; winnings confiscated.

Absolutely unacceptable, simply the worst... They processed a withdrawal for me within two days without any issue... I won €3600 and they closed my account. Because I made a deposit once using my husband's card, they kept all my winnings and told me they would return my last deposit of €800. It has been a month, and they haven't given it back. They cancel my withdrawals, do not respond, close chats, and ignore emails. This is honestly the worst, they are thieves. I understand that my account was closed because a deposit was made from a different card, which I did not know was against the rules. In the chats, I had asked, and they told me it would not be a problem because I had no issue with this at other casinos... Anyway, I still haven't received the €800; it has been over a month now...

Dear Nonatsa1993,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the T&Cs, and this is what I found:

the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

Furthermore, please check our Fair Gambling Codex for Players:

Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Kristina

Well, I've emailed them my account and Iban and they asked me to refund the last deposit and they don't answer and they've also canceled items 3 times the withdrawal. they tell me to wait for emails that never come and when they come it's with the cancellation of the withdrawal...

Thank you for your reply, Nonatsa1993. I apologize, but we aren't able to assist you further in this matter. Nonetheless, I hope you will manage to receive the deposit refund.

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 any issues with this or any other casino in the future.