Kings Castle Casino - La cuenta del jugador fue bloqueada.

Good afternoon, first what this bookmaker did was take away the 1000 dollars that I had won in an offer and then at that precise moment they took away the option of vvio consultations, that is, the live chat cloud disappeared and never came back . The next day the account was already completely blocked. His position regarding the reason for the blocking was that my account was manipulated, that is, I have changed my data. FURTHERMORE, in this casino guru medium they assure that I have had multi-accounts like 12 accounts, but that is totally false and they also mention that I made a withdrawal request but with information that is not mine but I have never requested a withdrawal because At that time that they blocked me, I was talking with the support agent, where I asked him about how to make the withdrawal and if there was another withdrawal method because I still did not have the confidence to use crypto so I wanted a recommendation and well, minutes Then they took the 1000 dollars from me and moments before that I saw that they sent me an email saying that my documents for the KYC verification have already been processed that the only thing missing is the selfie holding my identity document. So they have no basis for what they say, they contradict themselves, if I had multiple accounts my account would not have passed the first filter and also to verify my data it took me a long time and at no time did they mention that I have many accounts. Because that's false. I have the evidence and everything, I want to denounce this bookmaker and that I got the stolen balance.

IN THE FIRST PHOTO YOU CAN SEE THE ACCOUNT VERIFICATION MAIL.

IN THE SECOND, YOU CAN SEE THAT THE LIVE SUPPORT CLOUD IS NOT AVAILABLE, THAT IS, THEY BLOCKED ME THAT OPTION WITH MY IP BECAUSE GOING INTO ANOTHER COMPUTER I GET THE CLOUD, THEN THE BLOCK IS EXCLUSIVE ONLY FOR ME

Buenas tardes, esta casa de apuesta primero lo que hizo fue quitarme los 1000 dolares que habia ganado en una oferta y luego en ese preciso momento me quitaron la opcion de consultas en vvio, es decir, la nube de chat en vivo desapareció y nunca volvió. Al dia siguiente la cuenta ya fue bloqueada completamente. Su postura respecto a la razón del bloqueo fue que mi cuenta fue manipulado, es decir que yo he cambiado mis datos. ADEMÁS en este medio de casino guru ellos aseguran que yo he tenido multicuentas como 12 cuentas, pero eso es totalmente falso y tambien mencionan que hice una solicitud de retiro pero con una informacion que no es mia pero yo en ningun momento he solciitado un retiro porque en ese momento que me bloquearon estuve conversando con el agente de soporte, en donde le consultaba sobre como realizar el retiro y de si hubiese otro metodo de retiro porque yo aun no tenia la confianza de usar cryto por lo que queria una recomendación y pues minutos despues me quitaron lo 1000 dolares y en momentos antes de ello vi que me enviaron un correo diciendo que mis documentos para la verificacon KYC ya se ha procesado que solo falta el selfie sosteniendo mi documento de identidad. Entonces no tienen fundamento de lo que dicen, se contradicen, Si tubiera multicuentas mi cuenta ya no hubiera pasado el primer filtro y además para verificar mis datos yo me he demorado un buen tiempo y en ningun momento mencionaron que tengo muchas cuentas. Porque eso es falso. Tengo las pruebas y todo, quiero denunciar a esta casa de apuesta y que se me entré el saldo robado.

EN LA PRIMERA FOTO SE VE EL CORREO DE LA VERIFICACION DE CUENTA.

EN EL SEGUNDO SE VE QUE LA NUBE DE SOPORTE EN VIVO NO ESTÁ, ES DECIR, ME BLOQUEARON ESA OPCION CON MI IP PORQUE ENTRANDO A OTRO ORDENADOR ME SALE LA NUBE, ENTOCES EL BLOQUEO ES EXCLUSIVO SOLO PARA MI

Hello jvvgtaf,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kings Castle Casino. Please allow me to ask you a few more question before we would move forward.

Could you please if you played casino or sports betting? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did the casino provide any evidence of multi accounting? Since when is your account closed?

Looking forward to your answer.

Regards,

Nick

Casino, it was a bonus offer but I had already met the wagering requirement and as a condition they mentioned that the minimum withdrawal was 1000 dollars and I had that balance and I asked for help so they can explain the withdrawal method and also check if they had another withdrawal method. I don't have any other account so they decide to say it's for multi-accounts. In any case, let them prove what they say because it is a lie. The casino only sent me a message saying that my data was manipulated but that is a lie because the information cannot be changed and also the documents I sent for the KYC were the same as those in my profile. It has been closed for more than 2 months. I sent you screenshots that I think you can see the date there.

Casino, era una oferta de bono pero ya lo había cumplido con el requisito de apuesta y como condición mencionaban que el retiro mínimo era 1000 dólares y pues tuve ese saldo y solicite ayuda para que me puedan explicar el método de retiro y consulte también si tuviesen otro método de retiro. Yo no tengo ninguna otra cuenta para que ellos decidan decir que es por multicuentas. En todo caso que ellos demuestren eso que dicen porque es mentira. El casino solo me envió un mensaje diciendo que fue manipulado mis datos pero eso es mentira porque no se puede cambiar la información y además los documentos que envié para el KYC eran los mismos que estaba en mi perfil. Hace más de 2 meses que esta cerrada. Le envié capturas de pantalla que creo que se pueden observar allí la fecha .

The last time I talked to the casino was more than 1 month ago, but that was on another computer that is not from my house because the live chat option does not appear on any device that is connected to my Internet network.

When talking with them they told me many times that my case has been escalated to priority but I have never received a response message to all those complaints that I made in live chat. I was already completely upset that they were practically lying about everything.

La última vez que hablé con el casino fue hace mas de 1 mes, pero eso fue en otro ordenador que no es de mi casa porque en cualquier dispositivo que esté conectado a mi red de Internet no me sale la opción de chat en vivo.

Al hablar con ellos me dijeron muchas veces que mi caso ha escalado a prioridad pero nunca he recibido un mensaje de respuesta a todas esas quejas que realice en chat en vivo. Ya estuve completamente molesto porque prácticamente estaban mintiendo en todo.

HELLO, I JUST REALIZED THAT THEY UNBLOCKED MY ACCOUNT TODAY BUT THERE IS STILL THE PROBLEM OF THE 1000 DOLLARS THAT THEY UNFAIRLY TAKEN FROM ME.

I HAVE NOT RECEIVED ANY MESSAGE FROM THEM AND I DO NOT GET THE LIVE CHAT

HOLA, ME ACABO DE DAR CUENTA QUE HOY ME DESBLOQUEARON LA CUENTA PERO AUN ESTÁ EL PROBLEMA DE LOS 1000 DOLARES QUE ME QUITARON INJUSTAMENTE.

TAMPOCO HE RECIBIDO NINGUN MENSAJE DE PARTE DE ELLOS Y EL CHAT EN VIVO TAMPOCO ME SALE

Hello jvvgtaf,

Did the casino specify why did they void the winnings from the bonus? Was it because of breaching a specific term?

I ALSO ADD THAT THROUGH THIS PAGE, CASINO GURU, THEY MENTION THAT I HAVE 12 ACCOUNTS AND THAT IS WHY MY ACCOUNT HAS BEEN SUSPENDED BECAUSE IT IS BORING BECAUSE IF IT WERE SO THEY WOULD NEVER HAVE REACTIVATED MY ACCOUNT 1 WEEK AGO. THAT IS TO WHICH THEY REALIZED THAT MY ACCOUNT SUSPENSION IS ILLEGAL, BUT WHAT THEY DID NOT ADD TO ME ARE THE 1000 DOLLARS THAT CORRESPONDS TO ME BECAUSE THEY THEMSELVES TAKEN IT FROM ME

ADEMÁS AÑADO QUE MEDIANTE ESTA PAGINA, CASINO GURU, ELLOS MENCIONAN QUE TENGO 12 CUENTAS Y QUE ES POR ESO QUE SE ME HA SUSPENDIDO LA CUENTA POR LO QUE ES ABURSDO PORQUE SI FUESE ASI NUNCA ME HUBIERAN REACTIVADO LA CUENTA HACE 1 SEMANA. ES DECIR SE DIERON CUENTA QUE MI SUSPENSIÓN DE CUENTA ES ILEGAL, PERO LO QUE NO ME AÑADIERON SON LOS 1000 DOLARES QUE ME CORRESPONDE PORQUE ELLOS MISMOS ME LO QUITARON

PLEASE I WOULD LIKE TO KNOW IF JUSTICE WILL BE DONE AND THAT THEY PAY FOR WHAT HAPPENED BECAUSE I FEEL SCAMED AND DEFAMED. I FEEL INJUSTICE FOR THESE COMPANIES THAT WANT TO DECEIVE PEOPLE, I DON'T KNOW IF IT WAS THE ONLY CASE BUT WHAT THEY DID IF IT GOES AGAINST ANY TERMS AND CONDITIONS AND ABOVE ALL THE APPROVAL OF THEIR LICENSE BECAUSE A COMPANY LIKE THIS SHOULD NOT BE ESTABLISHED AS LICENSED

POR FAVOR ME GUSTARIA SABER SI SE HARÁ JUSTICIA Y QUE ELLOS PAGUEN POR LO SUCEDIDO PORQUE ME SIENTO ESTAFADO Y DIFAMADO. SIENTO INJUSTICIA POR ESTAS EMPRESAS QUE QUIEREN ENGAÑAR A LAS PERSONAS, NO SÉ SI SEA EL UNICO CASO PERO LO QUE ELLOS HICIERON SI VA EN CONTRA DE CUALQUIER TERMINO Y CONDICIONES Y SOBRE TODO DE LA APROBACIÓN DE SU LICENCIA PORQUE UNA EMPRESA ASÍ NO DEBERIA ESTAR ESTABLECIDO COMO CON LICENCIA

Hello jvvgtaf,

Can you please confirm whether you have 12 accounts or not? Did you claim any bonuses on them in the past?

I ONLY HAVE 1 ACCOUNT, IT IS IMPOSSIBLE FOR THAT TO HAPPEN. I HAVE CLAIMED ONLY 1 SIGN-UP BONUS.

I AM BEING CLEAR AND COMPLETELY FIRM IN SAYING THAT I ONLY HAVE 1 ACCOUNT. I DO NOT HAVE MULTI-ACCOUNTS OR ACCOUNT WITH THE SAME IP ADDRESS SINCE NOBODY IN MY HOUSE HAS CREATED AN ACCOUNT. I AM THE ONLY ONE WHO HAS CREATED AN ACCOUNT.

SOLAMENTE TENGO 1 CUENTA, ES IMPOSIBLE QUE ESO SUCEDA. HE RECLAMADO SOLAMENTE 1 BONO DE REGISTRO.

ESTOY SIENDO CLARO Y COMPLETAMENTE FIRME EN DECIR QUE SOLAMENTE TENGO 1 CUENTA. NO TENGO NI MULTICUENTAS NI CUENTA CON LA MISMA DIRECCION DE IP YA QUE NADIE DE MI CASA SE HAN CREADO UNA CUENTA. SOY EL UNICO QUE SE HA CREADO UNA CUENTA.

I WANT TO BE CLEAR IN THE PART THAT NOBODY IN MY HOUSEHOLD HAS A KING OF SLOT ACCOUNT, I AM THE ONLY ONE IN MY FAMILY WHO HAS CREATED AN ACCOUNT.

QUIERO SER CLARO EN LA PARTE QUE EN MI HOGAR NADIE TIENE CUENTA DE KING OF SLOT, YO SOY EL UNICO DE MI FAMILIA QUE SE HA CREADO LA CUENTA.

Hello jvvgtaf,

As it would be best to get some information directly from the casino (if they reply) to clarify the situation, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on and will try to get in touch with Kings Castle.

Wish you best luck resolving it.

Regards,

Nick

Hello jvvgtaf,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Kings Castle Casino to join the conversation.

Dear Kings Castle Casino,

Can you please provide more information regarding the player's blocked account? Please provide any evidence to back up your claim that the player has opened multiple accounts to michal.k@casino.guru

Dear jvvgtaf,

We have received evidence from the casino, that is in breach of your claims.

You have claimed 100 Free Spins! bonus and you have not finished the wagering requirements. As it's stated in the promotion rules

The 100 FREE SPINS is subject to wagering requirements of 25x times.

So, If for any reason (it is not clear if that even occurred) you have been awarded $1000, because of the not finished wagering you were not entitled to withdraw those funds and these were deducted rightfully from your account.

Did you read the Promotion details?

The offer was completed, I have in my game history 78 pages of all the bets I made, of which I reached more than $1,900, but with the plays I ended up at $1,000.

THE IMAGE SHOWS THE HISTORY OF PLAYS OF WHICH THERE ARE 78 AND IN THOSE 78 THERE WILL BE MORE THAN 5000 DOLLARS OF PLAYS AND WITH THAT ENOUGH TO COMPLETE THE BETTING REQUIREMENT. THEY JUST MAKE UP THE RULES. FIRST THEY BLOCKED MY ACCOUNT THEN THEY SAY I HAVE 20 ACCOUNTS AND NOW THIS. I THINK IT IS MORE THAN OBVIOUS THAT THEY ARE MAKING UP RULES. UNTIL THE MOMENT THEY ARE THE ONES WHO ARE LYING BECAUSE I SEE THAT UNTIL NOW THEY HAVE NOT GIVE YOU PROOF OF WHY THEY BLOCKED MY ACCOUNT AND BECAUSE AT THAT MOMENT THEY TOLD ME THAT MY INFORMATION WAS MANIPULATED AND WHY CASINO GURU TELL ME I HAVE MORE OF 20 ACCOUNTS. I BASED MYSELF ON EVIDENCE NOT ON WHAT I SAY AND IF YOU BELIEVE IT THEN I THINK YOU WILL NOT BE ABLE TO HELP ME. BECAUSE UNTIL THE MOMENT THE ONE WHO GIVES HIM THE TESTS IS ME AND NONE OF THEM. SO PUT IN MIND WHO IS TELLING THE TRUTH AND WHO IS LYING...

La oferta si fue completada, tengo en mi historial de juegos 78 páginas de todas las apuestas que hice de las cuales llegue a tener mas de 1900 dólares pero con las jugadas me quede en 1000 dólares.

LA IMAGEN MUESTRA EL HISTORIAL DE JUGADAS DE LAS CUALES SON 78 Y EN ESOS 78 HAB´RA MAS DE 5000 DOLARES DE JUGADAS Y CON ESO SUFICIENTE PARA COMPLETAR CON EL REQUISITO DE APUESTA. ELLOS SIMPLEMENTE SE INVENTAN REGLAS. PRIMERO ME BLOQUEAN LA CUENTA LUEGO DICEN QUE TENGO 20 CUENTAS YA AHORA ESTO. CREO QUE ES MÁS QUE OBVIO QUE ESTAN INVENTANDOSE REGLAS. HASTA EL MOMENTO ELLOS SON LOS QUE ESTAN MINTIENDO PORQUE VEO QUE HASTA AHORA NO LE DAN A USTED LA PRUEBA DEL PORQUÉ ME BLOQUEARON LA CUENTA Y PORQUE EN ESE MOMENTO ME DIJERON QUE FUE MANIPULADO MI INFORMACIÓN Y DEL PORQUÉ EN CASINO GURU ME DICEN QUE TENGO MAS DE 20 CUENTAS. YO ME BASO CON PRUEBAS NO POR LO QUE DIGO Y SI USTED LE CREE ENTONCES CREO QUE NO ME VA PODER AYUDAR. PORQUE HASTA EL MOMENTO EL QUE LE DA LAS PRUEBAS SOY YO Y ELLOS NINGUNO. ASI QUE PONGASE EN MENTE DE QUIEN DICE LA VERDAD Y QUIEN MIENTE...

I CAME TO ACCUMULATE MORE THAN 1900 DOLLARS. IF YOU WISH I CAN SEND YOU THE 78 PAGES OF MY HISTORY SO YOU CAN GET HOW MUCH REQUIREMENT I HAVE PLAYED

LLEGUE A ACUMULAR MAS DE 1900 DOLARES. SI USTED DESEA LE PUEDO ENVIAR LAS 78 PÁGINAS DE MI HISTORIAL PARA QUE PUEDA SACAR CUANTO DE REQUISITO HE JUGADO

Dear jvvgtaf,

Yes, please forward any evidence (game play, log in logs, even related email with the casino etc.) you have to support your claim to me at michal.k@casino.guru as well as all the documents you have sent to the casino for the KYC process. This will help us to settle the previous multi-accounting accusations.

Dear jvvgtaf,

We have received strong evidence from the casino that you have not fulfilled the required wagering requirements, and on top of that, you have exceeded the maximum allowed bet while playing with the bonus on multiple occasions.

We have not received your gameplay that you wrote you could provide, and basically, you have not provided any evidence to support your claim. Unfortunately, after gathering all the necessary information, we are forced to reject this complaint. We can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses to avoid disappointments like this. Sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal