KingdomCasino.io - プレイヤーのアカウントは明確な説明なしに閉鎖されました。

Hi, i won 900 euro in this casino and they say i breached a term, but they don't say exactly which one even though i sent them email. I Made successfuly my verification before i asked the withdrawal and passed 20 days , and after they told me i made a breach and immediately they close my account. They don't answer never in my emails. How I didn't accept the terms and conditions but my verification was successful??!!! If you want i can send you all the emails we have changed with the casino

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with KingdomCasino.io.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did the casino inform you about the blocking of your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear bigsofo45,

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.

@tomas I answered you yesterday via your email. Did you check my email?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal, who will be at your service. However, I would like to warn you that it seems to be a common practice of KingdomCasino.io to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello bigsofo45,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help, but I must inform you that KingdomCasino.io has previously not been very cooperative in addressing player complaints with us, which makes a favourable resolution to your complaint somewhat uncertain. Nonetheless, I will reach out to them and try to find a way to help resolve the issue if feasible.

We would like to invite KingdomCasino.io to join the conversation.

Dear KingdomCasino.io,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

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.

Dear bigsofo45,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru