The player's account got blocked for multi-accounting. After a closer examination, we ended up rejecting this complaint as there is sufficient evidence the player has breached the casino's bonus terms and conditions.
Kings Castle Casino - The player's account got blocked.
Amount: $1,000
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.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
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Good afternoon, first what this bookmaker did was take away the 1000 dollars that I had won in an offer and then at that precise moment they took away the option of vvio consultations, that is, the live chat cloud disappeared and never came back . The next day the account was already completely blocked. His position regarding the reason for the blocking was that my account was manipulated, that is, I have changed my data. FURTHERMORE, in this casino guru medium they assure that I have had multi-accounts like 12 accounts, but that is totally false and they also mention that I made a withdrawal request but with information that is not mine but I have never requested a withdrawal because At that time that they blocked me, I was talking with the support agent, where I asked him about how to make the withdrawal and if there was another withdrawal method because I still did not have the confidence to use crypto so I wanted a recommendation and well, minutes Then they took the 1000 dollars from me and moments before that I saw that they sent me an email saying that my documents for the KYC verification have already been processed that the only thing missing is the selfie holding my identity document. So they have no basis for what they say, they contradict themselves, if I had multiple accounts my account would not have passed the first filter and also to verify my data it took me a long time and at no time did they mention that I have many accounts. Because that's false. I have the evidence and everything, I want to denounce this bookmaker and that I got the stolen balance.
IN THE FIRST PHOTO YOU CAN SEE THE ACCOUNT VERIFICATION MAIL.
IN THE SECOND, YOU CAN SEE THAT THE LIVE SUPPORT CLOUD IS NOT AVAILABLE, THAT IS, THEY BLOCKED ME THAT OPTION WITH MY IP BECAUSE GOING INTO ANOTHER COMPUTER I GET THE CLOUD, THEN THE BLOCK IS EXCLUSIVE ONLY FOR ME
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1 year ago
Hello jvvgtaf,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kings Castle Casino. Please allow me to ask you a few more question before we would move forward.
Could you please if you played casino or sports betting? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did the casino provide any evidence of multi accounting? Since when is your account closed?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Casino, it was a bonus offer but I had already met the wagering requirement and as a condition they mentioned that the minimum withdrawal was 1000 dollars and I had that balance and I asked for help so they can explain the withdrawal method and also check if they had another withdrawal method. I don't have any other account so they decide to say it's for multi-accounts. In any case, let them prove what they say because it is a lie. The casino only sent me a message saying that my data was manipulated but that is a lie because the information cannot be changed and also the documents I sent for the KYC were the same as those in my profile. It has been closed for more than 2 months. I sent you screenshots that I think you can see the date there.
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1 year ago
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The last time I talked to the casino was more than 1 month ago, but that was on another computer that is not from my house because the live chat option does not appear on any device that is connected to my Internet network.
When talking with them they told me many times that my case has been escalated to priority but I have never received a response message to all those complaints that I made in live chat. I was already completely upset that they were practically lying about everything.
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1 year ago
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HELLO, I JUST REALIZED THAT THEY UNBLOCKED MY ACCOUNT TODAY BUT THERE IS STILL THE PROBLEM OF THE 1000 DOLLARS THAT THEY UNFAIRLY TAKEN FROM ME.
I HAVE NOT RECEIVED ANY MESSAGE FROM THEM AND I DO NOT GET THE LIVE CHAT
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1 year ago
Hello jvvgtaf,
Did the casino specify why did they void the winnings from the bonus? Was it because of breaching a specific term?
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1 year ago
Translation
I ALSO ADD THAT THROUGH THIS PAGE, CASINO GURU, THEY MENTION THAT I HAVE 12 ACCOUNTS AND THAT IS WHY MY ACCOUNT HAS BEEN SUSPENDED BECAUSE IT IS BORING BECAUSE IF IT WERE SO THEY WOULD NEVER HAVE REACTIVATED MY ACCOUNT 1 WEEK AGO. THAT IS TO WHICH THEY REALIZED THAT MY ACCOUNT SUSPENSION IS ILLEGAL, BUT WHAT THEY DID NOT ADD TO ME ARE THE 1000 DOLLARS THAT CORRESPONDS TO ME BECAUSE THEY THEMSELVES TAKEN IT FROM ME
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1 year ago
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PLEASE I WOULD LIKE TO KNOW IF JUSTICE WILL BE DONE AND THAT THEY PAY FOR WHAT HAPPENED BECAUSE I FEEL SCAMED AND DEFAMED. I FEEL INJUSTICE FOR THESE COMPANIES THAT WANT TO DECEIVE PEOPLE, I DON'T KNOW IF IT WAS THE ONLY CASE BUT WHAT THEY DID IF IT GOES AGAINST ANY TERMS AND CONDITIONS AND ABOVE ALL THE APPROVAL OF THEIR LICENSE BECAUSE A COMPANY LIKE THIS SHOULD NOT BE ESTABLISHED AS LICENSED
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1 year ago
Hello jvvgtaf,
Can you please confirm whether you have 12 accounts or not? Did you claim any bonuses on them in the past?
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1 year ago
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I ONLY HAVE 1 ACCOUNT, IT IS IMPOSSIBLE FOR THAT TO HAPPEN. I HAVE CLAIMED ONLY 1 SIGN-UP BONUS.
I AM BEING CLEAR AND COMPLETELY FIRM IN SAYING THAT I ONLY HAVE 1 ACCOUNT. I DO NOT HAVE MULTI-ACCOUNTS OR ACCOUNT WITH THE SAME IP ADDRESS SINCE NOBODY IN MY HOUSE HAS CREATED AN ACCOUNT. I AM THE ONLY ONE WHO HAS CREATED AN ACCOUNT.
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1 year ago
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I WANT TO BE CLEAR IN THE PART THAT NOBODY IN MY HOUSEHOLD HAS A KING OF SLOT ACCOUNT, I AM THE ONLY ONE IN MY FAMILY WHO HAS CREATED AN ACCOUNT.
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1 year ago
Hello jvvgtaf,
As it would be best to get some information directly from the casino (if they reply) to clarify the situation, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on and will try to get in touch with Kings Castle.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello jvvgtaf,
I'm Michal and I have taken over your complaint. I have reviewed this case and 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
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1 year ago
Dear jvvgtaf,
We have received evidence from the casino, that is in breach of your claims.
You have claimed 100 Free Spins! bonus and you have not finished the wagering requirements. As it's stated in the promotion rules
The 100 FREE SPINS is subject to wagering requirements of 25x times.
So, If for any reason (it is not clear if that even occurred) you have been awarded $1000, because of the not finished wagering you were not entitled to withdraw those funds and these were deducted rightfully from your account.
Did you read the Promotion details?
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1 year ago
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The offer was completed, I have in my game history 78 pages of all the bets I made, of which I reached more than $1,900, but with the plays I ended up at $1,000.
THE IMAGE SHOWS THE HISTORY OF PLAYS OF WHICH THERE ARE 78 AND IN THOSE 78 THERE WILL BE MORE THAN 5000 DOLLARS OF PLAYS AND WITH THAT ENOUGH TO COMPLETE THE BETTING REQUIREMENT. THEY JUST MAKE UP THE RULES. FIRST THEY BLOCKED MY ACCOUNT THEN THEY SAY I HAVE 20 ACCOUNTS AND NOW THIS. I THINK IT IS MORE THAN OBVIOUS THAT THEY ARE MAKING UP RULES. UNTIL THE MOMENT THEY ARE THE ONES WHO ARE LYING BECAUSE I SEE THAT UNTIL NOW THEY HAVE NOT GIVE YOU PROOF OF WHY THEY BLOCKED MY ACCOUNT AND BECAUSE AT THAT MOMENT THEY TOLD ME THAT MY INFORMATION WAS MANIPULATED AND WHY CASINO GURU TELL ME I HAVE MORE OF 20 ACCOUNTS. I BASED MYSELF ON EVIDENCE NOT ON WHAT I SAY AND IF YOU BELIEVE IT THEN I THINK YOU WILL NOT BE ABLE TO HELP ME. BECAUSE UNTIL THE MOMENT THE ONE WHO GIVES HIM THE TESTS IS ME AND NONE OF THEM. SO PUT IN MIND WHO IS TELLING THE TRUTH AND WHO IS LYING...
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1 year ago
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I CAME TO ACCUMULATE MORE THAN 1900 DOLLARS. IF YOU WISH I CAN SEND YOU THE 78 PAGES OF MY HISTORY SO YOU CAN GET HOW MUCH REQUIREMENT I HAVE PLAYED
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1 year ago
Dear jvvgtaf,
Yes, please forward any evidence (game play, log in logs, even related email with the casino etc.) you have to support your claim to me at michal.k@casino.guru as well as all the documents you have sent to the casino for the KYC process. This will help us to settle the previous multi-accounting accusations.
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1 year ago
Dear jvvgtaf,
We have received strong evidence from the casino that you have not fulfilled the required wagering requirements, and on top of that, you have exceeded the maximum allowed bet while playing with the bonus on multiple occasions.
We have not received your gameplay that you wrote you could provide, and basically, you have not provided any evidence to support your claim. Unfortunately, after gathering all the necessary information, we are forced to reject this complaint. We can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses to avoid disappointments like this. 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
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