KungaSlottet Casino - Player seeks refund due to responsible gambling violation.

Hello

I am writing to express my deep disappointment and concern about my experience with kungaslottet.se and their license (Kungaslottet LTD) Swedish license.

On February 4, 2025, I emailed dbet.com, which has the same license as kungaslottet (kungaslottet LTD).

and informed me about my gambling addiction. They confirmed that they would block me and expressed their sadness about my situation. I have all email contact saved as proof.

Despite this clear communication about my gambling addiction, on February 25, 2025, I was able to deposit SEK 26,900 and play it away the same day at kungaslottet.se, which has exactly the same license as dbet (Kungaslottet LTD).

This is unacceptable and violates their duty of care and their obligation to promote responsible gambling. Sweden is very strict when it comes to gambling so this is completely unacceptable.

I would like your expertise to review my case and have them refund my deposited funds immediately. It is unethical and irresponsible to allow a person with a recognized gambling addiction to continue gambling without protection.

I look forward to a quick response and a solution to this serious problem.

Thanks,

Fly fishing28

Dear Flyfishing28,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify if you informed KungaSlottet Casino of your gambling addiction and requested to be self-excluded?
• Are you registered at Spelpaus?

I have checked the Terms and Conditions of this casino, and this is what I found:

1.22.5. You can choose to exclude yourself for a period of 24 hours, 1 month, 3 months, 6 months, 1 year, 2 years, 3 years, 5 years or indefinitely. During this period, your player account cannot be reopened under any circumstances. We recommend that you also do this with other operators where you can be registered. We recommend that you exclude yourself from our website via the national self-exclusion system http://www.spelpaus.se/ . Once the period has passed, you will be able to log in to your player account.

1.22.6. You may choose to lock your player account for a certain period of time or indefinitely. If you choose to lock your player account "indefinitely", your player account cannot be reopened until 12 months have passed.

1.22.7. To exclude yourself, you must send an email to se. support@kungaslottet.se with the following statement: "I want to be excluded from www.kungaslottet.se", or visit the Website and click on "Responsible Gambling". A self-exclusion will take effect immediately after a customer service representative has received your request. Regardless, we will ask you how long you want to be excluded for, otherwise 6 months will apply as a default.

The Terms do not imply that self-exclusion from a casino owned by the same company will automatically block your access to all sister websites.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronica

I have informed the license holder of the Royal Palace, Kungaslottet LTD, that I am addicted to gambling.

The websites dbet.com and kungaslottet.se are both operated by Kungaslottet Ltd, a company registered in Malta with registration number C104392. The company's registered address is 105 Gwardamangia Hill, Pieta, PTA 1313 Malta. Both websites are licensed and regulated by the Swedish Gambling Authority, which means that they comply with the Swedish laws and regulations for gambling and betting.

The license issued by the Swedish Gambling Authority has the number 23Si1998 and became valid on December 5, 2023. The license is important to ensure that the gaming operations are safe and fair for players, and that the company complies with the prescribed rules to protect consumers.

Because both dbet.com and kungaslottet.se are linked to the same company and license, players should expect similar services and security measures on both platforms, knowing they are playing on a regulated and licensed website.

Fly fishing28

Could you please answer my question if you are registered at Spelpaus?

Please note that the operators are not obligated to self-exclude customers from all their casinos, but the players should self-exclude from each casino individually. Alternatively, you may register at Spelpaus which will self-exclude you from all the casinos licensed in Sweden.

No. The game pause expires after a while and you can play again. So I decided to personally contact the casino so that it couldn't happen.

Have you contacted KungaSlottet Casino directly to request your account be closed?

Yes, their license, King's Slots Ltd, was informed, but I could still play.

Please forward me the account closure request you sent to the casino along with the casino's response at veronika.f@casino.guru.

I am waiting for a response from them. I will get back to you.

I have not received any new emails from you yet.

Please be reminded that in order to continue with the investigation of your issue, we require the relevant evidence. If we do not receive this evidence, unfortunately, we will have to close your complaint.

Dear Flugfiske28,

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.