Kingdom Casino - Il giocatore ha avuto le sue vincite bonus confiscate.

Hi there

I played with a bonus of 80 euros deposited with a 75 percent bonus. after successful wagering, my balance dropped from about 420 euros to 0 euros.

the casino accuses me of delaying game rounds

But what didn't happen. You can't give me any evidence or details except that it should have happened in the game 888 dragons by pragmatic play.

I would like to emphasize that this is a slot with no bonus or freespin function, furthermore winnings are paid out immediately and there is no possibility to delay something, there is also no risk function such as double up or the like.

hallo

ich habe mit bonus gespielt 80 euro eingezahlt mit 75 protzent bonus. nach erfolgreichen wagering droppte mein guthaben von ca 420 euro auf 0 euro.

das casino wirft mir vor ich soll spielrunden verzögert haben

was aber nicht geschehen ist.beweise oder details können sie mir nicht geben ausser das es im spiel 888 dragons von pragmatic play geschehen sein soll.

ich möchte betonen das es sich hierbei um einen slot handelt mit keiner bonus oder freespin funktion desweiteren werden gewinne sofort ausgezahlt und es gibt keine möglichkeit etwas zu delayen es gibt auch keine risikofunktion wie double up oder ähnliches.

Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Delaying rounds is indeed a prohibited practice. I checked the casino’s T&Cs (https://www.kingdomcasino.com/bonus-terms-and-conditions) and I found this:

 „Delaying any game round in any game, including freespins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having freespins features or bonus features still available in a game is prohibited."

Since you are sure you didn’t breach this term, would you be so kind and forward me your whole game history to kristina.s@casino.guru? If there is any other relevant communication between you and the casino, please forward it as well.

Looking forward to hearing from you.

Best regards,

Kristina

how can I forward the game rounds via screenshoot? i can only see my last 50 spins in the course of the game, everything else is not displayed

wie kann ich die spielrunden weiterleiten?per screenshoot? ich kann im spielverlauf nur meine letzten 50 spins sehen alles andere wird nicht angezeigt

Fowi30, if you cannot export your game history, would you be so kind, and try asking the casino to provide it to you? Thank you in advance.

i can no longer log into my player account they have deactivated it without a valid reason. have you received the chat histories i sent you by e-mail

ich kann mich nicht mehr in mein spielerkonto einloggen die haben es deaktiviert ohne einen triftigen grund.haben sie die chatverläufe erhalten die ich per mail ihnen geschickt habe

i emailed the casino to send my game report to my email.

ich habe mich per mail an das casino gewendet mir meinen spielbericht zu senden an meine email.

Thank you for the update, so let's wait for a few days, and hopefully, you will receive it soon.

did you get chat history? sent it to them.

there is also that the casino wanted to investigate this incident again (chat conversation with live chat agent erik) and you forward it to the technical department.

sie haben chatverlauf bekommen? habe es ihnen gesendet.

dort steht auch das das casino diesen vorfall nochmal untersuchen wollte (chatkonversation mit live chat agent erik) und sie leiten es weiter an die technische abteilung.

fowi30, I received an email from you, however, I don't think that it is the chat history you are mentioning. Could you, please forward it again?

your email address kristina.s@casino.guru doesn't end with .com? they just wrote to kristina.s@casino.guru

have uploaded the gamehistory

ihre email adresse kristina.s@casino.guru endet nicht mit .com am ende? sie haben nur kristina.s@casino.guru geschrieben

habe die gamehistory hochgeladen

can you see the game history? uploaded it here but i can't see it

können sie die gamehistory sehen? habe sie hier hochgeladen aber sehen kann ich sie nicht

fowi30, thank you for your emails, however, I still haven't received your whole game history. Unfortunately, we cannot proceed with this case without it.

I asked you for your email address and whether you gave it correctly. You didn't answer

kristina.s@casino.guru

is this right? there is no .com at the end of your mail

ich fragte sie nach ihrer email adresse und ob diese richtig von ihnen angegeben ist sie haben darauf nicht geantwortet

kristina.s@casino.guru

is this right? there is no .com at the end of your mail

Yes, kristina.s@casino.guru is my email address. I've already received emails from you.

also got the gamehistory?

auch die gamehistory erhalten?

Thank you very much fowi30 for your reply. I will now transfer your complaint to my colleague Jozef 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.

do you have the gamehistory or not?

die gamehistory haben sie oder nicht?

Hello fowi30.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Please, be aware that we have received your email with game history.

Dear all,

we are informing you that we are investigating this issue. As soon as we find out anything, we will post here, thank you for understanding!

Dear Kingdom Casino team.

Thank you for your cooperation. I am extending the timer by 7 days. Please, let us know as soon as there will be any new information.

Dear all,

updating you that we have asked for player's banking details to process a refund to him. However, we haven't received anything from the player yet. Guess, we need to wait a bit more...

Dear Kingdom Casino team.

Please, could you provide us with more information? If the player's statement is correct ("the casino accuses me of delaying game rounds"), could you provide us with relevant evidence? Since fowi30 is not aware of such behaviour we need it in order to close the case.

I have received an email with the request to send my bank details.

all my deposits were made with ecopayz

is it even possible to pay out the money by bank transfer?

ich habe eine mail erhalten mit der aufforderung meine bankdaten zu senden.

meine einzahlungen waren alle mit ecopayz

ist das dann überhaupt möglich per bank transfer das geld auszuzahlen?

i have now sent my bank details to the casino

ich habe meine bankdaten dem casino nun gesendet

Hello, fowi30,

thank you, we have received your banking details and now we need to wait until you get the refund. Please, let us know about it here. Thank you in advance.

I received 424.60 euros on my bank account.

i think that's the win

many thanks to everyone involved for the cooperation

It's a shame that I first had to open this case here in order to receive my money, which was illegally not paid to me by the casino and to accuse me of something that didn't happen.

habe 424.60 euro auf mein bankkonto erhalten.

ich denke das ist der gewinn

vielen dank an alle beteiligten für die kooperation

schade das ich erst diesen fall hier eröffnen musste um mein geld zu erhalten was mir unrechtmässig vom casino nicht ausgezahlt wurde und mir etwas zu unterstellen was nicht passiert ist.

Dear Fowi30.

I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system.

Please, do not hesitate to contact us in the future.

Best regards, Jozef

Casino.Guru