The player from Germany had deposited €25 at Kingmaker Casino to claim a 100% bonus, eventually winning €2,904.14. After completing 88% of the wagering requirements, his balance suddenly dropped to €127.40. Despite contacting support and providing details via email, he received no response. We contacted the casino, and the error was acknowledged, with the remaining amount restored to the player's account. The player subsequently completed the additional wagering requirement and successfully withdrew the funds. The complaint was marked as resolved.
Kingmaker Casino - Player’s winnings were reduced after bonus wagering.
Amount: €2,700
Kingmaker Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
On June 28th, 2024, I received an email from Kingmaker Casino offering a 100% bonus up to €200 + 20 free spins for Razor Returns. The advertised wagering requirement was 30x deposit + bonus.
On June 29th, 2024, I deposited €25, but the bonus did not appear in my player account. I then contacted Live Chat, and support activated the 100% bonus for me. (Bonus ID 15233849141)
I began playing and eventually won €2,904.14 on June 30th, 2024 (Spin ID 15383184981).
At that point, about 88% of the bonus had been completed. So, I continued playing a few more spins to meet the bonus requirements.
During gameplay, my balance suddenly changed from approximately €2800 to €127.40, and the bonus was marked as completed.
I contacted Live Chat to ask what had happened to my balance. Support claimed that I had used a "no deposit" bonus, which restricts the winnings. However, this is incorrect because I did make a deposit of €25, and support then activated the 100% bonus afterward.
I ended the Live Chat session and then wrote an email to Kingmaker's customer service (support@kingmaker.com). In the email, I detailed the situation and attached screenshots. So far, I have received no response from Kingmaker.
I am seeking clarification regarding this incident and the restoration of my balance. Since this was a regular 100% bonus, I cannot understand why my balance was reduced to €127.40.
Automatic translation:
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2 months ago
Dear WallOfJericho,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please forward me the email you received from the casino with the bonus offer? My email address is veronika.l@casino.guru.
Do you have a transcript from your chat with customer support after you requested a bonus? Please forward it to me as well.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Dear Veronica,
I have forwarded you my mail which I sent to Kingmaker Casino, it also includes the mail with their bonus offer which you asked for.
Unfortunately I do not have a transcript of my first interaction with their live chat, when they made the bonus available to me.
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2 months ago
Translation
Update: Kingmaker Casino customer support contacted me via email and informed me as follows:
"(...)Relevant Department have checked this request and indeed it was our mistake so the rest was added to your account. As the system will probably ask you to rollover the amount 1x, and we can't bypass that in case you want to request a withdrawal, please contact us by live chat or email so we can clarify this better to you and request a manual withdrawal for you."
I can confirm that my credit has been restored and I rate this positively.
I replied to customer support that I wish to make a withdrawal. It remains to be seen how they will implement this.
Automatic translation:
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2 months ago
Thank you for the update. Have you received your withdrawal yet? Please let me know.
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2 months ago
Translation
Kingmaker Casino offered me a manual withdrawal, but by that time I had already wagered the amount 1x. After that I was able to request my first withdrawal and the money appeared in my account today.
The case can be closed and has been resolved to my satisfaction.
Automatic translation:
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2 months ago
Dear WallOfJericho,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
