KingdomCasino.io - Nach einem Streit über die Bonusbedingungen werden die Gewinne des Spielers konfisziert.

Hello, I created an account at the casino and used the 200% deposit bonus.

During the bonus period, I managed to reach an amount of €1500.

My deposit amount was €250 and the bonus amount was €500.

After wagering my bonus, I was able to make a large profit and build up a balance of €6,000.

I requested a payout, but my entire winnings were canceled and the payout was rejected because I had apparently violated the bonus terms and conditions.

The reason given was that the maximum bet for a bonus could be 2 euros.

When I activated the bonus, there was nothing about it in the bonus terms and conditions.

Especially since 2 euros per spin is already very little, the casino at least feels entitled to point that out. Generally, a maximum bet of 5 euros applies to a bonus.

Even if the casino insists on its terms and conditions and I did not comply with the bonus terms and conditions, I still got my big win after completing the wagering for the bonus.

Everything there was already real money.

After wagering the bonus, I had a balance of €1,500. Then, once the bonus was wagered, I was able to increase my balance to €6,000.

So if the casino really insists on these ridiculous rules, which I think are completely unfair, then it would be okay if they deleted the balance AFTER wagering. But surely not my winnings, when the money was already real money?

Hallo, ich habe ein Konto bei dem Casino erstellt und den 200 % Einzahlung Bonus genutzt.

Während des Bonus habe ich es auf einen Betrag von 1500 € geschafft.

Mein Einzahlungsbetrag lag bei 250 € und der Bonus Betrag bei 500 €.

Nachdem ich meinen Bonus gewagered habe, konnte ich einen großen Gewinn erzielen und habe somit eine Balance von 6000 € aufbauen können.

Diese habe ich zur Auszahlung angefragt, man hat aber meinen kompletten Gewinn storniert und die Auszahlung abgelehnt, da ich wohl gegen Bonus Bestimmungen verstoßen habe.

Die Begründung war, dass der maximale Einsatz bei einem Bonus 2 Euro betragen darf.

Als ich den Bonus aktiviert habe, stand davon nichts in den Bonus Bestimmungen.

Zumal 2 Euro pro dreh schon sehr wenig sind, hält das Casino zumindest darauf hinweisen dürfen. Allgemein gilt bei einem Bonus ein maximaler Einsatz von 5 Euro.

Selbst wenn das Casino auf seine Bedingungen besteht und ich die Bonusbedingungen nicht eingehalten habe, habe ich meinen großen Gewinn erzielt, nachdem ich das Wager für den Bonus abgeschlossen habe.

Dort war schon alles real Money.

Ich hatte nach dem Bonus wagering 1500€ Balance. Danach konnte ich mich, als der Bonus gewagered war auf 6000€ hochspielen.

Also wenn das Casino wirklich auf diese lächerlichen Bestimmungen besteht, die meiner Meinung nach vollkommen unfair sind, dann wäre es ok, wenn sie die Balance NACH dem wagern löschen. Aber doch nicht meine Gewinne, als das Geld schon real money war??

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience at KingdomCasino.io. I checked the T&Cs and found this rule: 

7.16. The maximum allowed bet for wagering the bonus is 2 EUR.

Placing a bet higher than 2 EUR while having an active bonus will be considered a violation of bonus terms and will result in the forfeiture of any winnings associated with such bets.

Our position is closely explained in Fair Gambling Codex: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is natalia.b@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards, 

Natalia

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Hello,

I used the 200% welcome bonus at the casino

Please find attached a chat conversation between the casino and me before I registered. It clearly stated that it was a €5 max bet.

When I received the bonus, it didn't state the maximum bet. That's why I asked in the first place.

I understand that if winnings from the bonus have to be deleted, it would be considered a violation of the rules.

However, I'm sure this T&C addendum wasn't there at the time, as I was searching through the entire T&C to make sure I was applying the bonus correctly.

Nevertheless, I didn't get my big win until the bonus had already been wagered. This means I earned my winnings with real money as usual, and the casino can't simply cancel that.

Hallo,

ich habe bei dem Casino den 200 % Willkommens Bonus genutzt

Bitte finden Sie im Anhang einen Chat-Verlauf zwischen dem Casino und mir, bevor ich mich dort angemeldet habe. Dort wurde eindeutig gesagt, es ist ein 5€ Max bet.

Als ich den Bonus erhalten habe, stand bei dem Bonus auch nicht, was der maximale Einsatz ist. Deshalb habe ich ja überhaupt erst gefragt.

Ich verstehe, wenn Gewinne aus dem Bonus gelöscht werden müssen, sollte man gegen Regeln verstoßen.

Ich bin mir jedoch sicher, dass dieser AGB Zusatz zu dem Zeitpunkt noch nicht dort stand, da ich die kompletten AGB durchsucht habe, um den Bonus auch richtig anzuwenden.

Nichtdestotrotz habe ich meinen großen Gewinn erst erzielt, als der Bonus schon gewagered war. Somit habe ich meinen Gewinn ganz normal mit Echtgeld erzielt, das kann mir das Casino nicht einfach streichen.

Dear player, when exactly did you claim the welcome first deposit bonus? Do you have access to your betting history? Would you please share it with me at natalia.b@casino.guru?

I claimed the bonus on August 21st. Unfortunately, I don't have any betting history in my profile. I only have an overview of the bonus and my deposits and withdrawals.

Ich habe den Bonus am 21.08. in Anspruch genommen. Ich habe in meine Profil leider keinen Wettverlauf. Nur eine Übersicht des Bonus und meine Einzahlungen und Auszahlungen.

Dear player, can you please specify what bets you were making? Were they above 2€ or above 5€?

Can you please ask the casino to send you the betting history?

I always played for around €3-4. But I was also told that the maximum bet was €5.

Unfortunately, the casino is no longer responding to me.

Ich habe immer so auf 3-4€ gespielt. Aber mir wurde ja auch gesagt, dass der Einsatz bis 5€ ist.

Leider antwortet mir das Casino nichtmehr..

Dear player, I'm sorry for the delayed response. Did the casino simply ignore your request to get a game (betting) history? Could you please share your full communication with the casino? Please forward emails or chat transcripts to my email natalia.b@casino.guru.

Additionally, could you please specify if the casino returned your initial deposit or if the whole balance was confiscated?

Dear gandhi1988,

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, I'm not getting any responses from the casino anymore. Neither to my emails nor through any other contact attempts.

My entire balance was withdrawn, and then my deposit was refunded two days later. However, I've since lost it.

However, I am entitled to the entire winnings I earned after wagering the bonus.

Hallo, ich bekomme vom Casino absolut keine Antworten mehr. Weder auf meine E-Mails noch über andere Kontaktversuche.

Es wurde mein gesamtes Guthaben eingezogen und dann nach zwei Tagen meine Einzahlung zurückerstattet. Diese habe ich aber mittlerweile verspielt.

Dennoch steht mir der komplette Gewinn zu, den ich nach dem Wagern des Bonus erzielt habe.

Dear player, it appears I have yet to receive any emails from you. Can you please specify if you already forwarded me the email with your request to the casino in which you asked for the game history?

I asked via live chat because my emails weren't answered. Should I send another email?

Ich habe im live chat gefragt, da meine emails nicht beantwortet wurden. Soll ich noch eine email zusätzlich senden?

Dear player,

We’ve reviewed your case carefully, but unfortunately, we cannot proceed without any supporting evidence. Since you mentioned that the game history is not available in your account, we asked you to request it directly from the casino and forward a copy of that request to us so we could verify your efforts. However, we haven’t received any proof that you contacted the casino to obtain this information.

As there is no evidence available to confirm the details of your gameplay or the casino’s response, we are unable to continue with the investigation or reach a fair conclusion.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia