Kings of Sport Casino - Player’s withdrawal delayed with unexpected wagering requirement.

Hello,

I am submitting the complaint but do not have a lot of trust that something might be changed. I am not that new with the casinos and this one definitely looks like a scam casino. However, I hope the casino will get a bad rating and less people will lose their money with this casino.

So I made a deposit and received a bonus of 200%, I lost everything, the bonus was cancelled, my balance was 0, so I decided to make another deposit. There was no bonus available so I played without the bonus and managed to win. I made a withdrawal (by the way, the account has been verified as you cannot request a withdrawal until it is verified) of 0.28eth and under the transactions it was marked as "created". Nothing happened for couple of days, so I went on the chat to ask how long do the withdrawals take. Nobody replied. I tried again after an hour or two, again nobody replied. After 3 days I think I logged in and saw that the withdrawal was declined and it said that I need to wager additional 13344 usd. But I made a deposit without bonus and I had no bonuses active. I went on the chat but nobody replied. They have an option of texting via telegram so I tried this the next day. However, I already had read one of the complaints on casino guru where the player wrote that the casino read Telegram messages but do not reply. So I decided not to ask anything regarding the withdrawal but instead simply wrote that I had a question regarding the casino. I was replied the next minute. Then I asked about my declined withdrawal. Again after a minute I was asked what was my username. After I gave my username they stopped replying. I sent couple of messages but no response.

Dear zomskis,

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. 

• Have you made any successful withdrawals before? 
• Have you tried requesting a withdrawal again?
• Could you please clarify when exactly your account was verified?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Hello again.

My account was verified the same day I opened it which was 10th of June. That was my first withdrawal request so haven't received any before. And lastly, I did not try to make another withdrawal as they cancelled the first one and the message said "need to continue betting 13344.22 USD". I just wanted to figure out why there is a need to continue betting when I had no bonus. But nobody is communicating with me and that is the reason I do not have any communication I could forward to you. Except the one I attached in the complaint sent. Not sure you got it so I will forward all the attachments to your provided email.

Thank you very much, zomskis, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello zomskis,

I have reviewed your case and it appears that the wagering requirements for the bonus you took (I believe 30x?) are still being applied, although I am not certain why.

I will contact the casino to see if I can help.

We would like to invite Kings of Sport Casino to join the conversation and participate in the resolution of this complaint.

Dear Kings of Sport Casino,

Can you please explain the wagering requirement and why it has been applied to the player's deposit?

Kind regards,

Adam

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.

Hello zomskis,

I have tried to contact the casino repeatedly but 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 contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you do it on your own (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam