The player's account was blocked due to accusations of opening multiple accounts in the casino. The casino has not responded to the complaint, and it was closed as "unresolved".
Kings Castle Casino - Player's account was blocked.
Black points: 69
Amount: 800 R$
Kings Castle Casino
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
11 months ago
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1 year ago
Translation
after I rotated the bonus of 100 free chips in one day, I requested the withdrawal and the money returned to my account saying that I would have to contact customer service to do the identity verification again. After that, I contacted the chat and first they told me that I was blocked because I had created two accounts (which is a lie), at another time after contacting me they told me that I was being blocked for not complying with the terms of the house and using manipulation to gain profits. Being that I spent literally 7 hours of my day straight to get the value and unlock the sque.
Automatic translation:
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1 year ago
Dear Euamandap,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Which documents did you provide in order to pass the KYC verification in the casino?
- Do I understand correctly the bonus you claimed and played was only available after the verification of your account was complete?
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
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1 year ago
Translation
My account was verified with ID, driver's license, proof of address, and selfie with ID. My account was verified and confirmed, after that I received the free spins, I rolled over and after trying to withdraw, I was banned. I live alone, no one has tried to do accounts using my iP. I only used Google Chrome and Microsoft Edge to enter the house.
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1 year ago
When exactly did you create the account in the casino? Do I understand correctly you didn't create another account in the casino previously, on purpose or by accident?
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1 year ago
Translation
I created my account the same day I requested the withdrawal. I have not created any other accounts besides mine. I live alone, so there's no way anyone could have created other accounts.
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12 months ago
Before we contact the casino, could you please forward any communication (emails, chat transcripts) between you and the casino to my email at tomas@casino.guru? I'll await your reply.
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12 months ago
Translation
unfortunately the other emails I already deleted, because I had lost hope of receiving that money.
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11 months ago
Thank you very much, Euamandap, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
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11 months ago
Dear Euamandap,
I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Kings Castle Casino representative to join this conversation and participate in resolving this complaint.
Dear Kings Castle Casino,
Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address stefan.m@casino.guru.
Thank you in advance for providing the information.
Kind regards,
Stefan
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11 months ago
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.
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11 months ago
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 stefan.m@casino.guru.
I am sorry I could not be of more help on this occasion.
Best regards,
Stefan
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