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Hello,

I would like to file a complaint regarding the confiscation of my winnings by KingdomCasino6.

I received a 100% casino bonus with wagering requirements and proceeded to complete the wagering while playing slot games. During this process, I used bonus buy (feature buy) options with a base bet of €0.60.

After completing the wagering, I requested a withdrawal. Initially, I was informed by support that the delay was related to the payment provider, and there was no mention of any rule violation at that time.

Later, my withdrawal was rejected, and my winnings were confiscated based on two rules:

* Clause 7.16 (maximum €2 bet)

* Clause 7.9 (prohibition of bonus buy features)

I would like to raise the following concerns:

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1. Unclear definition of "bet" in relation to bonus buys

The terms state that the maximum allowed bet is €2, but they do not clearly define how this applies to bonus buy features.

I understood my bet to be €0.60 per spin. There is no explicit statement in the terms that a bonus buy should be considered as the total purchase amount rather than the base bet.

Additionally, during my conversation with support, it was acknowledged that this rule is unclear and may need to be updated. This indicates that the terms are ambiguous.

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2. Inconsistent communication and reasoning

During my interaction with support:

* The focus was initially on the €2 max bet rule

* Bonus buys were described as being "considered a bet"

* The rule was acknowledged as unclear

At no point was I clearly informed that:

> Bonus buys are strictly prohibited under a separate rule (7.9)

Only after the withdrawal was rejected was this rule cited as an additional reason for confiscation.

This appears to be inconsistent and unclear enforcement of the terms.

3. Lack of system restrictions or warnings

The platform allowed me to:

* Use bonus buy features without restriction

* Without any warning that this action was prohibited

If such actions are strictly forbidden, it would be reasonable for the system to prevent or warn against them. This was not the case.

4. Good faith gameplay

I played in good faith and believed I was complying with the rules:

* My base bet was €0.60, well below the €2 limit

* I did not attempt to exploit the system

Conclusion

I believe the confiscation of my winnings is unfair due to:

* Ambiguous wording of the €2 max bet rule

* Inconsistent communication from support

* Lack of clear enforcement or system prevention

I kindly request that the casino reconsider their decision and pay out my winnings.

Thank you for your time and assistance.

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Stay safe.

Dear quin_2002,

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

Our position is closely explained in the Fair Gambling Codex: https://casino.guru/fair-gambling-codex-for-casinos#max-bets

The max bet rule is, in fact, an industry standard, as is the casino’s right to confiscate a player’s winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that enforce the maximum bet rule.

The maximum permitted stake while wagering an active bonus also applies to bonus rounds purchased within the game (bonus buys). This means that the total cost of the bonus buy, not only the base spin value, is considered the stake for the purpose of the maximum bet rule. The purchase and/or activation of in-game bonuses, features, or free spins while having an active bonus is prohibited.

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

• Additionally, could you please clarify if you were playing slot games or placing sports bets?

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

Best regards,

Petra

Dear quin_2002,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru