Kingmaker Casino - Das Guthaben des Spielers wurde eingezogen.

Hello,

I registered with Kingmaker yesterday and made a deposit, using the welcome bonus.

I then played slots as usual, and received the message "Congratulations, you have met the wagering requirements and the bonus has been transferred to your balance".

I had a balance of €2,450.75, which was simply completely deleted, leaving only €100 in my account.

I then contacted live support, who said there was an error, and the technical department had been notified and would contact me by email. Following this, I also wrote an email directly to support, where my question regarding the money was initially avoided.

Now I received another email from a German support representative who is trying to tell me that the bonus is only a maximum of 5 times the deposit amount. I've reread the bonus terms and conditions, and the 5x rule only applies to no-deposit bonuses. Since I deposited for the welcome bonus, played with it, and successfully met the wagering requirements, my money is now being withheld, or rather, it has simply been capped at €100.

What's really strange is that in the bonus history, my bonus suddenly shows as cancelled, and there's another bonus something about Crab Casino, which I'm very sure I didn't use.

I am asking Casino.guru for help in resolving this problem; I don't think it's right of the casino to change anything with the bonus.

Hallo,

Ich habe mich gestern bei Kingmaker Registriert, und Eingezahlt dazu habe ich den Willkommensbonus genutzt.

Ich habe dann wie gewohnt Slots gespielt, und bekam dann die Meldung "Herzlichen Glückwunsch, sie haben die Umsatzbedingungen erfüllt und der Bonus wurde auf ihr Guthaben übertragen".

Ich hatte ein Geldbetrag von 2.450,75€ gehabt, diese wurde mir einfach komplett gelöscht und es waren nur noch 100€ auf dem Guthaben.

Ich habe daraufhin den Live Support geschrieben, dieser meinte es liegt ein Fehler vor, und die Technik Abteilung hat bescheid bekommen und die melden sich per E-Mail, daraufhin habe ich noch eine E-Mail direkt an den Support geschrieben, da wurde mir zuerst meine Frage bezüglich des Geldes ausgewichen.

Jetzt bekam ich eine weitere E-Mail von einen Deutschen Supporter, der mir nun weiß machen will das der Bonus nur maximal den 5 fachen des Einzahlungsbetrages ist, ich habe mir nun nochmal die Bonus Bedingungen durchgelesen, das mit dem 5 Fachen ist nur für Bonus ohne Einzahlung, und da ich aber Eingezahlt habe für den Willkommensbonus, und damit auch gespielt habe und die Umsatzbedingungen erfolgreich umgesetzt habe, wird mir nun mein Geld vorenthalten beziehungsweise, wurde es einfach auf 100€ gesetzt.

Ganz Kurios ist auch, das im Bonus Verlauf ganz Plötzlich mein Bonus als Abgebrochen steht, und ein weiterer Bonus irgendwas mit Crab Casino, diesen ich aber nicht genutzt habe, da bin ich mir sehr sicher.

Ich bitte Casino.guru um Hilfe bei der Klärung mit diesen Problem, ich finde es nicht korrekt vom Casino das die da Irgendwas mit den Bonus umstellen.

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Dear CmdSix,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, and this is what I found:

"The maximum amount which can be released from the bonus will be equal to 5x the initial bonus amount. For example: the maximum amount to be credited in the real balance from a 10 EUR / 45 PLN/100 NOK / 15 AUD/60 BRL/15 CAD / CHF 11/10.000 CLP /250 CZK/4000 HUF/162,500 IDR/800 INR/1,300 JPY/4,750 NGN / 20 NZD / 50 PEN/15 SGD/350 TRY / 10 USD / 160 ZAR/45 MYR/560 PHP / 235,000 VND / 13,500 KRW / 380 THB / 4,900 KZT/18 AZN /35 TND bonus will be 50 EUR/ 225 PLN / 500 NOK / 75 AUD/ 300 BRL/75 CAD/CHF 55 / 50.000 CLP/1250 CZK/20.000 HUF/812,500 IDR/4,000 INR / 6,500 JPY/23,750 NGN / 100 NZD/250 PEN/75 SGD/1,750 TRY/50 USD / 800 ZAR/ 225 MYR/2,800 PHP / 1,175,000 VND / 67,500 KRW/1,900 THB/24,500 KZT/90 AZN / 175 TND."

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards

Petra

Hello Petra,

The fivefold requirement only applies to no-deposit bonuses.

However, since I used the welcome bonus and deposited €30, this fivefold bonus doesn't apply, and the bonus description doesn't mention anything about a fivefold payout bonus.

The live support also confirmed that there was an error, but the email support now claims that I supposedly activated this Crab Bonus, which cannot be the case, since I definitely activated the welcome bonus with my deposit, and I also had the full balance from the deposit + bonus.

But what's also really strange is that the welcome bonus was simply cancelled, and the Crab Bonus was activated without me cancelling anything or activating the Crab Bonus.

I hope you understand me?

Hallo Petra,

Das mit dem fünffachen zählt nur für Bonusse ohne Einzahlung.

Da ich aber den Willkommensbonus genutzt habe und 30€ Eingezahlt habe, zählt diese fünffache ja nicht, in der Bonusbeschreibung steht auch nichts von einem fünffachen Auszahlungsgewinn.

Der Live Support hatte mir auch bestätigt, das ein Fehler vorliegt, aber der E-Mail Support meint jetzt ich habe angeblich diesen Crab Bonus aktiviert, was aber nicht angehen kann, da ich zu 100% den Willkommensbonus bei der Einzahlung Aktiviert habe, und ich auch das komplette Guthaben hatte von Einzahlung + Bonus.

Aber ganz komisch ist auch, das der Willkommensbonus einfach Storniert wurde, und der Crab Bonus Aktiviert war ohne das ich was Storniert noch den Crab Bonus aktiviert habe.

Ich hoffe sie verstehen mich?

Thank you for your reply and for providing the previous details, CmdSix.

• Could you please confirm the specific welcome bonus terms and conditions you received at the time of registration?
• What exact message did you receive after completing the wagering requirements?
• Were you informed in advance about any capped winnings or maximum cashout limit related to the bonus?
• Could you also provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all relevant documents to: petra.h@casino.guru

or upload your screenshots directly to the thread.

Thank you again for your cooperation

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear CmdSix,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra