KingdomCasino.io - プレイヤーのアカウントは閉鎖され、賞金は没収されました。

I deposited money and won fair 350 fair and square no bonus or free spins used.

then got this email when I tried to withdraw

Following a thorough review of your account, we must inform you that we are no longer able to offer our services to you due to a breach of our Terms and Conditions.

While we understand that this may be disappointing, please note that acceptance of our Terms and Conditions is a mandatory part of the registration process, and all users are expected to read, understand, and comply with them. These policies apply equally to every player without exception.

As part of the account closure process, a full refund of your deposits totaling €25 has been issued. The funds have been returned to the original payment method, and you can expect them to appear within 14 working days.

Your account has now been permanently closed, and all associated contact details and payment methods have been blacklisted to prevent any future activity. This measure is final and ensures full compliance with our policies.

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.

Dear Anything111,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I was on the casino on a game called coin strike I had fully verified my account with ID bank card and proof of adress, I hadn’t used any bonuses or free spins. Thanks for the response and help.

Dear Anything111,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Hi I emailed it all over to you , thanks

Dear Anything111,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Dear Anything111,

I sincerely empathize with your situation regarding the blocking of your account. Rest assured, I will reach out to the casino to seek a prompt resolution to this matter. Additionally, I would like to invite a representative from KingdomCasino.io to join this conversation to assist in addressing your complaint.

Dear KingdomCasino.io,

Could you kindly clarify the reasons for the player's account being blocked? Furthermore, I would appreciate it if you could provide any relevant evidence regarding this situation. You may include your statement and supporting documents in this discussion, or you can send them directly to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance in this matter.

Kind regards,

Jana

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana