Kings Castle Casino - Player’s bonus winnings have been voided.

Esse Casino não me permitiu realizar um saque após eu ganhar 1084BRL jogando de forma honesta e cumprindo os requisitos de aposta , eles bloquearam minha conta dizendo.que violei os termos do bônus jogando valores abaixo de 1BRL sendo que tais valores quando jogados abaixo de 1BRL nem sequer contavam para o cumprimento dos requisitos de aposta. E hoje após.eu abrir um um ticket no chat após uma tentativa mal sucedida de realizar um saque (mesmo com a verificação KYC já efetuada). Eles simplesmente bloquearam minha conta permanentemente.

Isso não pode acontecer, eu fui indicado pelo próprio Casino guru ao qual sempre me indicou os melhores cassinos e nunca tive tais problemas.

Dear edgardheckmann22,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

IV. Wagering Requirements

4.3. Unless stated to the contrary in the specific terms of a given offer, the maximum bet amount to contribute to the reduction of the wagering requirement of an active bonus is 5€. If bets higher than 5€ are placed, only 5€ will count towards the wagering requirements and KingsCastle.Casino holds the right, in its sole discretion, to cancel such bets and any gathered winnings from them, if it believes that any irregular game play or fraudulent activity has occurred.

4.4. Unless stated to the contrary in the specific terms of a given offer, the minimum bet amount to contribute to the reduction of the wagering requirement of an active bonus is 0.50€. Any bets lower than 0.50€ will not counts towards the wagering requirements. If the remaining bonus balance drops down below the minimum bet amount, that will result in automatic cancellation of the current offer.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. Nevertheless, I believe this is the first time when I encounter a minimum bet for bonus wagering being dictated by the casino.

Could you please forward your entire game history to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Não posso encaminhar o histórico pois eles baniram permanentemente minha conta e com isso não consigo mais acesso ao site e ao histórico de jogos e como justificativa eles usaram justamente que joguei valores abaixo de 0.20USD ou 1BRL na minha moeda.Porem as jogadas com valores abaixo não contaram para o cumprimento dos requisitos de apostas e tudo bem, depois que indentifiquei isso passei a jogar valores que contavam para os requisitos.

Segue os screenshots.

Thank you very much, edgardheckmann22, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, edgardheckmann22,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Kings Castle Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Kings Castle Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Houve uma atualização no meu caso por parte do cassino , onde eles agora alegam que minha conta foi suspensa , devido a avaliação negativa que fiz aqui no Casino Guru, sinceramente a cada réplica do Casino eles simplesmente só demonstram que eu não errei , estão cada dia que passa inventando uma nova desculpa para justificar o erro deles e a falta de vontade de me pagar os valores que ganhei de forma honesta e correta.

Claramente estão errados pois o motivo da minha reclamação e da avaliação ruim foram a suspensão, como pode então minha conta ser suspensa por eu ter feito uma avaliação ruim? As justificativas do Casino não se sustentam.

Seguem os screenshots comprovando a resposta que recebi do Casino

This player has simply violated the wagering requirments, please see play history of wagering amounts being lower or higher then required terms. Please see play history

Levando em consideração que os slots que joguei alguns deles não tinham a opção de aposta de 1BRL era obrigado a jogar 1,20BRL mas para efeitos de requisito de aposta as jogadas de 1,20BRL valiam somente 1BRL e até nos prints que eles enviaram vocês podem verificar que nos jogos onde era possível jogar 1BRL eu joguei essa quantia onde mostra até que ganhei com um bônus de rodadas grátis dentro do jogo. E além disso , se não era permitido jogar acima de 1BRL isso não estava explícito, o.que ocorria é que qualquer valor excedente a 1BRL não era contabilizado. Então a justificativa do Casino é infundada, além de que se pode ver que acima disseram que minha suspensão foi devido a avaliação ruim que fiz aqui no Guru , quando minha reclamação e avaliação ruim se deram justamente pela suspensão logo a mesma não poderia ser posterior a avaliação.

O casino quer se isentar de culpa e não efetuar o pagamento que é devido uma vez que as opções de bet nos Slots que joguei não me permitia jogar exatamente um valor , além do que nenhum Casino que joguei até hoje tem essa regra esdrúxula de só poder jogar exatamente um valor senão você é penalizado com suspensão da conta.

Se eu tivesse me beneficiado por jogar um valor acima , tudo bem , jamais iria reclamar, mas mesmo jogando 0,20BRL acima , somente 1BRL contava efetivamente para o cumprimento dos requisitos de aposta logo não fui benefíciado e repito só joguei tais valores porque além de não proibirem os slots onde as beta não eram exatamente do valor que eles indicam , as beta fixadas do slot não permitiam jogar exatamente o valor de 1BRL.

Thank you both for your replies and additional information, and I am sorry for the delay.

Dear Kings Castle Casino Team,

We would definitely need more details. Allow me please ask you a few more questions to clarify the situation.

What exactly do you mean by "violated the wagering requirements"? What exact bonus was used in this case, and where can I find specific Bonus Terms and Conditions for this bonus? What is the maximum bet amount for this bonus?

Do I understand correctly that players are allowed to play with only one and the exact amount of bet while playing with bonus money? Why is it necessary for the casino to limit the minimum bet amount with an active bonus? Why is the maximum bet amount limited to only $0.20? Is this amount even less than the minimum bet amount in some allowed games while playing with an active bonus, which means it is not possible to meet the casino's rule about bet amount, but the casino confiscates players' winnings for breaching this rule? If yes, why? How are the players informed about this rule? Can you please explain it to us in more detail?

We are talking about quite unusual rules and bet/spin amounts. Why are such rules not enforced by the casino system/software?

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.

This player has violated bonus wagering terms. The player has provided the correct screenshot which shows violation of wagering terms.

Dear Kings Castle Casino Team,

Is the casino please able to provide us with the player's complete gameplay history with all the necessary details? Can you also explain the data in your screenshots above in more detail? What do those several consecutively credited amounts mean? How many times was the maximum bet amount rule breached? Do the rules for the used bonus differ from general bonus Terms and Conditions?

What an (unfair) advantage did the player gain by playing in this way - exceeding the maximum bet?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Also, I am afraid there are still some important questions that have not been answered yet.

"What exactly do you mean by "violated the wagering requirements"? What exact bonus was used in this case, and where can I find specific Bonus Terms and Conditions for this bonus? What is the maximum bet amount for this bonus?

Do I understand correctly that players are allowed to play with only one and the exact amount of bet while playing with bonus money? Why is it necessary for the casino to limit the minimum bet amount with an active bonus? How are the players informed about this rule?

We are talking about quite unusual rules and bet/spin amounts. Why are such rules not enforced by the casino system/software?"

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.

Alright, the casino was provided with enough time to respond.

Dear edgardheckmann22,

Before I close the case, allow me to ask you a few more questions.

In one of the screenshots provided by the casino, I see there are some consecutive winnings (green numbers) obtained. Were these winnings won after the bonus wagering requirements were met and the winnings were converted to the real money balance?

Do I understand correctly that you collected some bonus/game features while playing with bonus funds (unfinished rounds) and finished them after the funds were converted to your real money balance?

Although we consider the minimum bet amount rule unfair, the casino stated in its explanation you shared in your first post that the problem was that you exceeded it upwards, and I also see there were several consecutive winnings earned shortly before you requested a withdrawal, which at least looks suspiciously, and it shows signs of usual and forbidden tactics used by bonus abusers. Can you please somehow explain it?

Desconheço tais táticas proibidas, tudo que ganhei foi jogando , escolhendo um jogo e jogando somente. E como já havia falado mesmo que jogasse acima só contava 1BRL da aposta. Mas a não resposta do cassino já mostra a conduta errada deles. Sei que não vou ganhar esse dinheiro e o Casino Guru deveria tomar providências para que seus usuarios não passem por esse tipo de situação, visto que fui até esse Casino seguindo a aba de bônus de vosso site.

Alright, edgardheckmann22,

What exact bonus did you claim, please?

However, the casino provided us with screenshots indicating an unusual activity, and I am afraid that you have not answered my questions. Therefore, I would like to repeat them.

"In one of the screenshots provided by the casino, I see there are some consecutive winnings (green numbers) obtained. Were these winnings won after the bonus wagering requirements were met and the winnings were converted to the real money balance?

Do I understand correctly that you collected some bonus/game features while playing with bonus funds (unfinished rounds) and finished them after the funds were converted to your real money balance?

Can you please somehow explain it?"

Please note that although we try to help players in resolving their issues, we also require cooperation from them. But, if players knowingly breach the casino's terms and conditions or try to gain an unfair advantage over the casino, they cannot expect we will penalize the casino for breaching its terms in such a way.

Não utilizei de nenhuma técnica ilegal ou qualquer outro meio que violasse os termos. E fica muito difícil eu responder algo sem ter acesso ao meu histórico visto que o cassino bloqueou minha conta. É melhor encerrar a reclamação e provar que vocês do Cassino Guru não passam de cúmplices das práticas ilegais desse cassino.

Dear edgardheckmann22,

As was mentioned above, although some circumstances are unclear and some of the details provided look a bit suspicious, we cannot review the issue sufficiently on our side because the casino stopped responding and failed to provide us with the requested details and information. As you do not have access to your account anymore due to the block, there is no other way how we could proceed with the case without the casino's cooperation. Therefore, unfortunately, we are forced to close the complaint as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Curacao) and submit a complaint directly to the regulator. However, since the casino website is not available at the moment and there are several gaming authorities residing in Curacao, I advise you to wait until the website is fully running, check for the correct Curacao authority, and file a complaint accordingly.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru