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I have been waiting for a withdrawal for just over two weeks, when I suddenly get an email saying that my bonus was used on two games that I wasn't meant to play with a bonus and that they have taken my winnings, despite it saying on the site that I had completed my bonus wagering.

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Dear Beckyj,

Thank you for submitting your complaint — I’m sorry to hear about your experience. We believe games that are restricted for bonus play should be blocked, and that this rule should be enforced at the software level. In other words, the casino’s software or website should prevent players from placing bets on games that are not permitted while completing bonus wagering. That would be the ideal solution. At a minimum, players should receive a clear alert if they access a restricted game while they have an active bonus.

• Could you please let us know whether the software warned you when you attempted to access any restricted games, and whether this was your first redeemed bonus at this casino?
• Did the casino inform you which game was restricted?
• Do I understand correctly that you played these games after you completed the bonus wagering requirements?

We will review any information you provide and do our best to assist you. Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

No the software didn't warn me that the games were restricted.

They do have an extremely long list of games that are restricted on there site but the information had to be thoroughly looked for, I have only seen it today after looking for it.

There is non of my gaming history on the website, but I believe I played the games after I reached my bonus requirements. I played around another 400 eur after reaching them.

They have put one of my initial deposits of 40 euros back in my account, the first one I deposited, I didn't accept the bonus, the second deposit I made, the bonus was just added which I found odd.

Thank you

Rebecca C***

Thank you very much for your reply, Beckyj. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Do you have another email address I can forward the emails to? I've tried several times and they just keep bouncing back.

Kind regards

Rebecca C***

Beckyj, actually, I have received three emails from you on February 18. Did you want to send me anything else?

Oh okay that's great, thanks.

Dear Beckyj,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hi Kristina,

Thank you for your help.

Kind Regards

Rebecca

Hello there,

Thank you Beckyj for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask KingdomCasino.io for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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 Kingeckrim,

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. 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. I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website; however, the casino does not display its validator, most likely in an attempt to prevent players from escalating their complaints further. I am sorry I could not be of more help on this occasion.

Best regards,

Peter