Kings Castle Casino - The player's account got blocked.

The casino could not pay me my amount, justifying first that they did not have payment methods in the local currency, in this case it is MXN, I was patient, I asked them to change my currency, they did not want to, later, since they did not want to give an answer, they simply asked me to use bitcoin, which was inutl, a week passed and they did not give an answer until they could not solve my case and they decided to block my account because according to what I had violated the 100 free spins that they advertise in their advertising, I asked them for proof and they have not said anything

Hello Fernando7500,

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 advise if your account is already verified and is yes, since when exactly? Can you please send a screenshot or a link of the bonus you used? Did the casino specify which term did you breach? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Fernando7500,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, how are you? Yes, the bonus that I used was the 100 free spins that they give you when you register, my account was verified and the problem happened that I placed my account in the currency of Mexican pesos and they did not have deposit or withdrawal methods for that currency. I wanted to change the currency to dollars or euros but they didn't let me and when they couldn't do more it was when they told me that they had complied with the terms of the bonus then they told me that I couldn't place sports bets with those with the bonus And I did place bets but when I fully released the rollover of the Bonus I did not make bets with the bonus money but already with the real money does not mention anything about that in the terms and that is why it was unfair to me right now I attach my screenshots and and everything you ask for

The last time I spoke with the casino was a little over 15 days ago, they told me that my account was already blocked for breaching the conditions of that Bonus, which are unfair. I repeat, I first released the money and it became a real balance.

As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. We might try to contact the casino but we could not provide such help as it would be related to casino.

Is there anything else we could assist you with? If not, we will be forced to close the complaint.

Best regards,

Nick

Dear Fernando7500,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.