KingdomCasino.io - プレイヤーのアカウントは閉鎖されました。

So i registered on the website and deposited 5675 Euros all together throughout multiple transactions and days. I eventually accumulated a winning of 8200 euros with absolutely no bonus attached to my playing sessions and that's when i realised this casinonis a scam. At first it took them 3!weeks to cerify my account, i have sent all the necessary documents and then they asked for more. I have sent everything they asked. My account was fully verified but then my withdrawal was cancelled as according to their terms and conditions you can only withdraw 1000 euros per day with a limit of 2000 euros per week. They declined my withdrawal and put it back into my account as playing credit. I then tried to withdraw just 1000 euros and then i received an email stating my withdrawal was cancelled and my account will be closed. I've sent two complaints in regards to this where i said i will seek legal action against them and they sent me this email:

"Hello Mihaela, I hope this email finds you well. We were recently made aware of a conversation you had with one of our chat agents during which legal threats were made. Please note that such behavior is not permitted under our Terms and Conditions.As a result, we have made the decision to permanently close your account and blacklist your details to prevent any further issues and and to ensure compliance with our policies. As part of this process, a refund in the amount of €5,675 has been issued to the original payment method used on your account. Please allow up to 14 business days for the funds to be credited. We regret that this action was necessary, but it has been taken in accordance with our procedures and standards. Thank you for your understanding. We wish you all the best moving forward.

Kind regards,

Jonathan"

I'm guessing i will never see my withdrawal since they closed my account permanently but at least i deserve a refund since they scammed and they keep doing it to people judging by the reviews that are online.

I do have screen recordings of everything as well as proof of correspondence but i don’t know how much that will help me.

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Dear Mykyella,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing. To better understand the situation and assist you effectively, please allow me to ask a few clarifying questions.

• Which games did you primarily focus on — slots, live casino, sports betting, or other categories?
• What specific documents were requested from you during the verification process, and did you comply with all of the requests?
• Were your winnings accumulated with or without an active bonus?
• Could you please share any screen recordings or relevant correspondence that might help clarify your case?

The more details you can provide, the better we will be able to assess the situation and support you in resolving the issue as quickly as possible.

Thank you very much in advance for your reply.

Best regards,

Petra

Good afternoon,

I only played slot games , no table games nor betting was involved and every time i refused the bonus because they allocate it automatically when you deposit but you have a button that says cancel bonus.

As for the documents they requested : bank statement, proof of address, ID, picture of two of my bank cards front and back.

i’ll send you all the correspondence but imm not sure how to send the screen recordings.

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

Could you provide any additional evidence/communication you had with the casino? This can include screenshots, emails, chat records, etc. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I received the refund. Thank you for your time and help. Much appreciated it.

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

Dear Mykyella,

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