Kings Castle Casino - Player can't access her account.

Hello, I am writing to you from Ukraine, I have a terrible situation with this casino. 4 days ago I registered, played the bonus in accordance with all the rules and passed full verification, and for four days I tried to withdraw money, they wrote to me that I entered the crypto address incorrectly, but I have been using Binance for 4 years and I know what a crypto address is, and yesterday I couldn’t log into my account at all, they ignored me all day or wrote again that I needed the correct address, although I could no longer log into my account. And just now they wrote that I violated the rules of the bonus without even explaining anything.Oh before this, when I made a first withdrawal request yesterday, then a day later, I wrote to support, and the funds were returned to my account, then I created another request, they returned again, and now for the third time I ask you to withdraw funds I have fulfilled all the conditions. I put my BTC cryptoadress in wallet ID Please help me , I will atached some screenshots, my name is Oleksandra ****. My email is ****@inbox.lv

That`s what I`m writing to them

Inquiry: I am writing to you probably for the tenth time, and there is no result. I have been unable to use the account on which I have completed full verification for three days, and today I lost the ability to log in altogether. Your colleagues and I have submitted multiple tickets, but the department responsible for this issue is working terribly. Can you imagine that I cannot log into my account, but it tells me that I am probably entering the wrong Wallet ID? Do you understand what is going on there? I cannot access my account, and it is giving me an error about a crypto address. I am having a panic attack. Please understand that there is a war going on in our country, the Internet is very bad, and the connection is weak. I am tired of constantly running out of shelter to ask for a phone and catch a signal. Please be human, release my money. I do not want to write reviews about you on websites and advertise you on Instagram. I attached some screenshots. Please help.

Dear donchenko,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kings Castle Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Did the casino specify which casino rule was breached? Did the casino explain whether they blocked your account? Would you be able to forward any relevant communication between you and the casino regarding any breach of casino rules? My email is tomas@casino.guru

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

Best regards,

Tomas

Casino didn`t explain anything....They only say that i was breached the terms and conditions of bonus.

I was sent screenshot of our conversation with casino to your email. Thank you

Here, I want everyone to see, here are a few screenshots, these are my requests and requests from their chat service that remain unanswered

. Also a screenshot with a chat service that already remembers me (((And she herself says that yesterday she contacted them about my question ..... But they don’t care And they either pretend or rather they consider us to be fools , the chat worker created a ticket, which comes to my mail as a copy, so their employer writes to my mail .... WRITES TO ME BY EMAIL KARL ... Where does he ask me the question : "What is your e-mail address"???? writes to my email address and asks what this address is ...... After my answer, just ignore again, terrible attitude .... Just HORRIBLE

Thank you very much, donchenko, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi donchenko,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

 

I'd like to ask Kings Castle Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Tomas, thank you for understanding and support....Yes, I hope that somebody from King Castle Casino will join our conversation and restore access to my account , withdraw my funds.

But I doubt it very much.What will we do if there is still silence and awfull attitude?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Time for answer expired,three weeks gone, problem is still ALIVE ,casino keep silence....

Dear donchenko,

I managed to contact the casino via email and am currently waiting for their response. I will now extend the timer one more time by seven days and will keep you updated on any developments.

Thank you for your patience.

Kind regards,

Tomas

Is there any news ? Or this casino didn't care about their reputation????

Dear donchenko,

Unfortunately, I had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you consult the gambling authority that the casino is regulated by.

In case of any questions, feel free to write to me at tomas.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas