Kings Castle Casino - Player's account has been blocked.

Hello, I won a bonus of 100 free spins, and with this bonus I won more than 2,000.00 , I fulfilled the exact requirement that I asked for in the bonus. However, when I requested the withdrawal from the casino, they did not release it and restricted my account, since my document was already approved, and since the bonus policy specified that I could withdraw up to 5,000.00. I don't understand anything that they at the casino answer me in the chat and in the support, because there is no help in Brazilian Portuguese. I would like you guys from casino guru to help me. Thank you, I await your return.

Dear Cris382022,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the general bonus terms and conditions, and this is what I found (here):

Withdrawing a bonus

5.3. Unless stated to the contrary in the specific terms of a given offer, a maximum withdrawal from the generated winnings for any Bonus, granted with no deposit being made, is capped at 50€ and any remaining bonus balance will be forfeited.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Do I understand correctly that your winnings have been accumulated from a free bonus entirely? Have you redeemed any free bonuses from this casino in the past?

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Hello, I don't understand English, I tried to talk to you about my withdrawal, but you don't support me in Portuguese, because if I had explained it in Portuguese I would understand and know what to do. I thought it was wrong for you to block my account and my bonus, if you give bonuses to players from Brazil, it must have support in Portuguese, don't you think? Yes, this is the first time I receive a bonus from you. I would like you to release my account and the withdrawable amount that I earned through the bonus please, I would also like you to explain to me how I should withdraw, because in the withdrawal it asks to put the wallet number, what is the wallet number that requests in the withdrawal? I await your response to resolve these problems ok. thank you

I'm still waiting for my problem to be resolved.

Thank you, Cris382022, for your reply. I’m sure you understand that I don’t work for Kings Castle Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem.

We will contact the casino and ask for their assistance, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Was your account successfully verified in the past? Have you submitted any personal documents for verification?

Hello, thank you for taking care of my case. My account is unique and yes it has already been verified and the documents approved, even because to receive the bonus they require it ok, only I have access to the casino ok. I'm waiting for their resolution. thank you

Thank you very much, Cris382022, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.  

Obg.

Hello Cris382022,

I'm Michal and I have taken over your complaint. I have reviewed this case and I want to put to your attention the fact that the casino has these conditions clearly stated in its bonus T&Cs:

Although I can agree with you that the T&Cs could have been translated into Portuguese or other languages the casino is offering their service, however, the English language is considered an International language and you could have translated the T&Cs to your native language before you sign up for any bonus, to avoid any misunderstanding. The casino is not legally required to provide support in your native language.

Anyway, I will contact the casino to shed more light on this matter.

We would like to invite Kings Castle Casino to join the conversation.

Dear Kings Castle Casino,

Can you please provide more information regarding the player's blocked account? Please provide any evidence to back up your claim that the player has opened multiple accounts to michal.k@casino.guru

Thank you for the response, Kings Castle Casino.

Dear Cris382022,

Can you please react to the above?

Hello, if it was understood, I would never bet or try to withdraw an amount above, but as the explanation of the bonus term was in English, I did not understand what was explained above. There it seemed to say that I could withdraw up to 5,000 after meeting the requirements. I think every rule is an exception ok, pius I only understand Portuguese.

Dear Cris382022,

As I mentioned before, I can empathize with you that the bonus terms could have been translated into Portuguese language, however, it is solely your responsibility to read and understand the terms and conditions before you claim any bonus. The rule here is simple. Never sign up for anything you don't understand.

With this being said and after gathering all the necessary information we are forced to reject this complaint.

The casino has clearly acted according to its terms and conditions.

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 and we will try our best to help.

Best regards,

Michal