Kings Chance Casino - Player’s not able to withdraw bonus winnings.

I believe I deposited $20 to kings chance for the very first time & wagered over $14000 - I then won played won again & twice withdrew 2 x $2500 amounts & I asked when they would be approved how long ect / I had then asked a few days later had they been processed they said yes - on transaction online stated managers approval then told 3/5 days - I waited a few lire days and 6/10 last night asked again the same question about when withdrawal should go through - 

To which the screen shot will provide evidence in regards to them refusing to pay the $5000 won due to there own financial processing department making an error - they are saying the $20 deposit there processing team didn’t take our of my account - so there for no winnings. 

I am dumbfounded and feel no responsibility to there error given I win after watering 14/15 thousand AUD dollars - please help. I deserve to be paid the money I won that’s very unfair & wrong.

Hello Zoheb,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please specify which bonus was in play? Could you post here the link?

I apologize, but I haven't found any screenshots attached to this complaint. Would you be so kind and send me all the relevant communication between you and the casino together with any other supporting evidence, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Email sent

Thank you for your email, Zoheb. Would you be so kind as to clarify if the deposit was truly processed/deducted from your bank account, or not?

i just checked looked like it did and if did or didn’t my end on there end it shows money was requested and processed you have the screen shot why would they tell me when I tryd widraw money and not straight away if there was a issue and I won almost $15000 and played down to $5000 time widraw the declined with any excuse they could find same thing happened to friend of mine just a scam

Would you be willing to provide us with the bank statement or screenshot of the payment, so that we can see that the deposit was processed?

Thank you very much Zoheb for your cooperation so far. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Zoheb,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Kings Chance Casino to the conversation to participate in the resolution of this complaint.

Thank you

Hi Peter looks like they coming with every excuse they can to pay they wouldn’t let me reply and they close the chat

Hi Zoheb,

Thanks for the update. It would be great to have an official statement from the casino, I hope they will reply soon.

Greetings all,

We have 2 issues here Zoheb, the first would be you were playing on a free chip and had a significant win on that chip with $100 max cashout. You then made a cash deposit of $20 on top of this balance (whose maximum cashout value was $100) then proceeded to win additional funds. You then attempted to cash out on it.

Technically according to the terms and conditions of the casino this is called "mixing funds" and it has some consequences attached.

See below:

15. If you use any bonus to accumulate a feature guarantee(s), or extra bonus rounds, and use a subsequent deposit and or bonus to redeem built-up feature bonus rounds, the winnings coming from said bonus round(s) shall void all or any winnings. No deposits will be refunded.

The 2nd issue would be our records show the deposit was never collected from your bank to our 3rd party payment providers. If you can prove otherwise using your bank statements from that date to present I can perhaps arrange to have the deposit re-credited as cash to your casino account as a good will gesture (not guaranteeing anything but I could try) however that does not nullify the underlying issue here.

Supporting documentation has been submitted to the casino.guru team for review.

Best wishes,

Nick and Kings Chance

show me the proof that was done this is whole lot of crap lies after lies didn’t win nothing on free spins I won everything on $20 deposit have a look here is the screen shot and wagered$12000 on the deposit bonus

I’ve sent through the statement proof of $20 deposit just any excuse kings chance can come up not to pay you’s have screwed many people over I’ve got friends that been in same situation what a joke you’s should be closed down for good to me looks like you’s are scammers

please send a proof of how much I waggerd too

please send a proof of how much I waggerd too

Hi all,

Thank you for your replies.

Dear Zoheb,

The evidence provided by the casino does suggest that you played with free spins. If the max cashout was $100 and you continued to play with the bonus money, I'm afraid, you are not eligible for the full amount of winnings. Moreover, you made a deposit while the bonus was still active and therefore mixed bonus funds with real funds. The casino even claims that the deposit didn't get through. Even though we don't like the fact that the balance appeared in your casino account despite that the transaction didn't get through (this shouldn't happen), either way, the rules have been broken. I'll try to discuss it more with the casino rep, but I'm afraid that there's not much we can do.

Hi Zoheb,

I'm still discussing the issue with the casino rep. I will get back to you with a final statement next week.

Hi Zoheb,

We should have the final decision from the casino next week. I will keep you updated.

Thanks it’s not my fault at all I thought if I waggered so much to win that much should be fair I waggered over $10.000

Apologies for the delay all,

Still working on things on my end. The patience is greatly appreciated.

Best,

Nick and Kings Chance

Hi Zoheb,

I just received a message from the casino rep. He confirmed that you will receive the $100 which is the max cashout of the bonus played. I wish we could have done more but this is the amount you are eligible for.

Greetings all,

I have re-deposited the maximum cashout value of $100 into your casino account Zoheb. Just request this for withdrawal and we can get to business on paying that out for you.

Best wishes,

Nick and Kings Chance

Dear Zoheb,

Can you confirm receiving the $100?

Even though we assume that the player received his $100, without his confirmation, we are forced to reject this complaint.