Kingmaker Casino - Выигрыш игрока был уменьшен после отыгрыша бонуса.

On June 28th, 2024, I received an email from Kingmaker Casino offering a 100% bonus up to €200 + 20 free spins for Razor Returns. The advertised wagering requirement was 30x deposit + bonus.

On June 29th, 2024, I deposited €25, but the bonus did not appear in my player account. I then contacted Live Chat, and support activated the 100% bonus for me. (Bonus ID 15233849141)

I began playing and eventually won €2,904.14 on June 30th, 2024 (Spin ID 15383184981).

At that point, about 88% of the bonus had been completed. So, I continued playing a few more spins to meet the bonus requirements.

During gameplay, my balance suddenly changed from approximately €2800 to €127.40, and the bonus was marked as completed.

I contacted Live Chat to ask what had happened to my balance. Support claimed that I had used a "no deposit" bonus, which restricts the winnings. However, this is incorrect because I did make a deposit of €25, and support then activated the 100% bonus afterward.

I ended the Live Chat session and then wrote an email to Kingmaker's customer service (support@kingmaker.com). In the email, I detailed the situation and attached screenshots. So far, I have received no response from Kingmaker.

I am seeking clarification regarding this incident and the restoration of my balance. Since this was a regular 100% bonus, I cannot understand why my balance was reduced to €127.40.

Ich bekam am 28.06.24 von Kingmaker Casino per email ein Angebot über einen 100% Bonus bis zu 200€ + 20 Free Spins für Razor Returns. Die beworbene Umsatzbedingung betrug 30x Einzahlung + Bonus.

Am 29.06.24 zahlte ich 25€ ein, aber der Bonus erschien nicht auf meinem Spielerkonto. Daraufhin kontaktierte ich den Live Chat, und der Support aktivierte den 100% Bonus. (Bonus ID 15233849141)

Ich fing an zu spielen und gewann am 30.06. schließlich 2.904,14€ (Spin ID 15383184981)

Der Bonus war zu diesem Zeitpunkt zu etwa 88% abgeschlossen. Ich machte also noch einige Spins um die Bonusbedingungen zu erfüllen.

Während des spiels, änderte sich mein Guthaben plötzlich von etwa 2800€ auf 127,40€ und der Bonus war abgeschlossen.

Ich kontaktierte daraufhin den Live Chat um zu fragen was mit meinem Guthaben passiert ist. Der Support behauptete ich hätte einen "no deposit" Bonus genutzt, welcher den Gewinn einschränkt. Dies stimmt allerdings nicht, denn ich tätigte eine Einzahlung von 25€ und danach aktivierte der Support den 100% Bonus.

Ich beendete den Live Chat und schrieb daraufhin eine Email an den Kundenservice von Kingmaker (support@kingmaker.com). In der Mail schilderte ich den Fall detailliert und fügte Screenshots an. Ich erhielt von Kingmaker bisher keine Antwort.

Ich wünsche mir eine Klärung des Vorfalls und die Wiederherstellung meines Guthabens. Da es sich um einen regulären 100% Bonus handelte, ist es für mich nicht nachvollziehbar warum mein Guthaben auf 127,40 reduziert wurde.

Dear WallOfJericho,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please forward me the email you received from the casino with the bonus offer? My email address is veronika.l@casino.guru.

Do you have a transcript from your chat with customer support after you requested a bonus? Please forward it to me as well.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronica,

I have forwarded you my mail which I sent to Kingmaker Casino, it also includes the mail with their bonus offer which you asked for.

Unfortunately I do not have a transcript of my first interaction with their live chat, when they made the bonus available to me.

Update: Kingmaker Casino customer support contacted me via email and informed me as follows:

"(...)Relevant Department have checked this request and indeed it was our mistake so the rest was added to your account. As the system will probably ask you to rollover the amount 1x, and we can't bypass that in case you want to request a withdrawal, please contact us by live chat or email so we can clarify this better to you and request a manual withdrawal for you."

I can confirm that my credit has been restored and I rate this positively.

I replied to customer support that I wish to make a withdrawal. It remains to be seen how they will implement this.

Update: Der Kundensupport von Kingmaker Casino melde sich per Email und informierte mich folgendermaßen:

"(...)Relevant Department have checked this request and indeed it was our mistake so the rest was added to your account. As the system will probably ask you to rollover the amount 1x, and we can't bypass that in case you want to request a withdrawal, please contact us by live chat or email so we can clarify this better to you and request a manual withdrawal for you."

Ich kann bestätigen, dass mein Guthaben wiederhergestellt wurde und bewerte dies positiv.

Ich antwortete dem Kundensupport, dass ich es wünsche, eine Auszahlung zu tätigen. Es bleibt abzuwarten, wie sie dies umsetzen.

Thank you for the update. Have you received your withdrawal yet? Please let me know.

Kingmaker Casino offered me a manual withdrawal, but by that time I had already wagered the amount 1x. After that I was able to request my first withdrawal and the money appeared in my account today.

The case can be closed and has been resolved to my satisfaction.

Kingmaker Casino bot mir eine manuelle Auszahlung an, aber zu diesem Zeitpunkt hatte ich den Betrag bereits 1x umgesetzt. Danach konnte ich meine erste Auszalung beantragen und das Geld erschien heute auf meinem Konto.

Der Fall kann geschlossen werden und wurde zu meiner Zufriedenheit gelöst.

Dear WallOfJericho,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru