KingdomCasino.io - Аккаунт игрока был закрыт без объяснения причин.

I am filing this complaint against Kingdom Casino for unfairly closing my verified account and refusing to pay out my legitimate winnings as well as refund my deposited amount.

I registered with Kingdom Casino, deposited a total of €210, and subsequently won €1,700 through normal gameplay. My account was verified three days ago, after I had already won this amount. Following the verification, I requested my withdrawal, which had to be made in two parts due to their daily withdrawal limit.

Two days later, I suddenly received an email stating that my account had been permanently closed due to an alleged breach of their Terms and Conditions, without specifying exactly which rule I had supposedly violated. No prior warning was given. At present, neither my full winnings nor my deposit are being paid out.

I have sent multiple emails requesting clarification and payment, but I have received no clear response. After this incident, I also found many similar complaints from other players, which raises serious concerns about their fairness and compliance with their licensing requirements.

Requested resolution:

Immediate payout of my full €1,700 winnings and refund of my €210 deposit to my verified payment method.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with KingdomCasino.io. 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 full KYC verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  
• Have you tried to contact the support to get clarifications regarding the specific terms that were allegedly breached?

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

Best regards,

Natalia

Important Notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Natalia,

Thank you for your reply and your willingness to assist. Please find my answers below:

Games played: I mainly played slots during my time on the website.

KYC verification: Yes, my account was fully verified 3 days before I lost access. The verification was completed after I had already won my €1,700 but before the account closure.

Bonus usage: I did not use any active bonus for the winnings in question. All winnings were generated with my own deposited funds.

Contact with support: Yes, I have contacted the support multiple times via email, asking for clarification regarding the alleged breach of terms. Unfortunately, I have not received any clear explanation or specific details about which term I supposedly breached.

I hope this helps you to better understand my case. I am happy to provide screenshots, transaction history, and any other evidence you may require to assist with the resolution.

Thank you for your time and I look forward to your help.

Kind regards,

soemischa

Dear Natalia,

Thank you for your assistance regarding my complaint against KingdomCasino.io.

My deposit of €210 has already been refunded, but my winnings of €1490 have not yet been paid out. The casino has blocked my account without providing any further explanation or responding to my emails.

I kindly request your support in resolving this matter, as the winnings are rightfully owed to me. All relevant documentation, including account verification, deposits, and game history, is available to support my claim.

I hope that with your help, KingdomCasino can be held accountable and the owed winnings can be released promptly.

Thank you very much for your continued assistance.

Best regards,

soemischa

Hello Natalia,

Would you like me to provide you with screenshots or copies of the emails I have sent to Kingdom Casino, for which I have received no response? This might help you to have a complete overview of my attempts to communicate with them.

Kind regards,

Soemischa

Subject: Urgent: KingdomCasino Response Provides No Explanation

Dear Casino.Guru team,

I have just received a response from KingdomCasino regarding my complaint. Unfortunately, their email provides absolutely no clear explanation regarding the "discrepancies" they claim. They do not specify which rules or terms I supposedly violated, despite my account being correctly used and verified.

Here is the exact email from KingdomCasino for your reference:

Dear Soemischa,

Thank you for reaching out to us.

Upon a routine review of our account, we have identified certain discrepancies that unfortunately necessitate the closure of your account.

This decision is not made lightly and is in accordance with our terms and conditions, which all players agree to upon registration.

We cannot control whether or not you truly read through these terms, but at the end of the day, it’s your responsibility to ensure that you’re playing within our policy.

While we understand that this may come as a disappointment, we assure you that our intention is to maintain a fair and secure environment for all our users.

As part of this process, a refund has been initiated and can be expected within 14 working days, excluding weekends.

If the funds have not been received by the end of this time, feel free to reach out to us again.

Kind regards,

Calvin

I am deeply concerned, as this response provides no transparency or justification for the closure of my account or the withholding of my winnings. I would like your guidance on how to proceed, as I feel completely left in the dark by the casino.

Additionally, if it helps, I can provide screenshots of all emails I have sent to KingdomCasino to demonstrate their lack of response.

Thank you very much for your assistance and advice on the next steps.

Best regards,

soemischa

Thank you very much for your reply!

Additionally, could you please specify if you used the same payment method for your withdrawal requests as for deposits?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here.

Thank you in advance.

Dear Natalia,

Thank you for your message.

Yes, I have used the same payment method for my withdrawal requests as I did for my deposits.

Regarding the communication with the casino, I only have email conversations from my side, as they rarely respond. I will forward all the relevant emails to you shortly.

Thank you for your assistance.

Kind regards,

Soemischa ****

Dear Natalia,

I would like to update you regarding my case with Kingdom Casino. They have responded publicly via Trustpilot with the following message:

"Thank you for your feedback. We’re deeply sorry for the frustration caused by your account closure after winning €1,700 from a €210 deposit, with no clear explanation of the alleged Terms and Conditions violation. We understand how disappointing it is to have your winnings withheld despite receiving a refund for your deposit. Your case has been escalated for urgent review to investigate the closure and ensure a fair resolution. Please contact our support team with your account details for an immediate update. We value your feedback and are committed to resolving this promptly and improving our transparency."

I wanted to share this with you for your awareness. I will continue to keep you updated on any further communication.

Kind regards,

Soemischa ****

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Nathalia,

Thank you very much for your help and support regarding my case. I really appreciate your assistance and the time you have taken to review my situation.

Best regards,

S******* F******

Dear Martin,

I hope this message finds you well. My case has recently been transferred to you by Natalia, and I wanted to follow up.

Could you please let me know how you see my case and whether you think you will be able to assist me? I would also appreciate it if you could share your assessment of my chances for a positive outcome.

Thank you very much for your time and support. I look forward to your reply.

Best regards,

S****** F********

Hello Soem,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Dear Martin,

I hope this message finds you well. I would like to ask if you have already received any response from Kingdom Casino regarding my complaint. So far, I haven’t received any reply from them myself, and I am curious if there has been any update on your side.

Thank you very much for your effort and support.

Best regards,

S******** F*****

Dear Soem,

thank you for your continuous updates. We are still trying to get in touch, unfortunately, we haven't been successful yet.

Dear Guru,

I have received the following response on Trustpilot regarding my complaint:

*Thank you for sharing your feedback. We’re deeply sorry for the frustration and distress caused by the closure of your account after winning €1,700 from a €210 deposit, the withholding of your winnings, and the lack of response to your numerous emails despite full verification.

We understand how disappointing it is to feel ignored, especially after our public promise on Trustpilot to urgently review your case, with no follow-through.

Your situation has been escalated for urgent review to investigate the account closure, clarify the reasons behind it, and ensure a fair resolution regarding your winnings.

Please contact our support team with your account details, or try an alternative email address, for an immediate update.

We value your persistence and are committed to resolving this promptly to restore your trust and improve our communication and transparency.*

Could you please confirm what next steps will be taken and when I can expect an update?

Dear Soem,

thank you for another update. As we still haven't received a response from the casino, I would like to advise you to continue trying to contact them just as they proposed, especially since the casino operates without a valid license, so there is no one else to turn to.

I will set the timer to 10 days, then we will reevaluate the situation again. Please keep us updated on any further developments.

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 Soem, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue ourselves, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we haven't received any meaningful communication from the casino's side.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.