KingdomCasino.io - El jugador cree que el reintegro se ha retrasado.

On August 17, 2025, I deposited €100 at Casino Kingdom and activated a bonus (unfortunately, I don't remember which bonus it was). While playing, I managed to win €4,000.

I immediately requested a payout of this winnings. On August 20, 2025, I contacted support to inquire about the status of my payout. I was informed that a maximum of €1,000 was possible per payout. Therefore, I canceled the original €4,000 payout and instead requested four payouts of €1,000 each.

Support has explicitly assured me that every withdrawal will be processed within 36 hours and that I will receive my funds. However, to date, not a single withdrawal has been processed.

My account is fully verified, so in my opinion there is no legitimate reason to delay the withdrawal of my winnings.

I hereby request Casino Kingdom to pay out my legitimate winnings of €4,000 immediately and in full.

I ask the Casino Guru team to support and help me.

Am 17.08.2025 habe ich bei Casino Kingdom 100 € eingezahlt und einen Bonus aktiviert (welcher Bonus es war, weiß ich leider nicht mehr). Während des Spiels konnte ich einen Gewinn von 4.000 € erzielen.

Diesen Gewinn habe ich direkt zur Auszahlung beantragt. Am 20.08.2025 habe ich den Support kontaktiert, um den Status meiner Auszahlung zu erfragen. Dabei wurde mir mitgeteilt, dass pro Auszahlung maximal 1.000 € möglich sind. Deshalb habe ich die ursprüngliche Auszahlung über 4.000 € storniert und stattdessen vier Auszahlungen zu je 1.000 € beantragt.

Der Support hat mir ausdrücklich zugesichert, dass jede Auszahlung innerhalb von 36 Stunden bearbeitet wird und ich mein Guthaben erhalte. Bis heute wurde jedoch keine einzige Auszahlung durchgeführt.

Mein Konto ist vollständig verifiziert, daher gibt es aus meiner Sicht keinen rechtmäßigen Grund, die Auszahlung meiner Gewinne zu verzögern.

Ich fordere Casino Kingdom hiermit auf, meinen rechtmäßigen Gewinn in Höhe von 4.000 € unverzüglich und vollständig auszuzahlen.

Ich bitte das Casino Guru-Team mich dabei zu unterstützen und zu helfen.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thank you for the quick reply. I'll wait and see and report back as soon as something happens.

Kind regards

Vielen Dank für die rasche Antwort, ich warte dann ab und werde weiter berichten sobald sich was tut.

Lg.

Dear Casino Guru, I just received an email stating that I violated the rules and my money was confiscated. They claim the maximum bet is €2, and I've been aiming for €3 the whole time. As I know, the maximum bet at every casino with an active bonus is €5! Dear Casino Guru, could you please investigate this case? I'm attaching the email I received.

Liebes Casino Guru, gerade habe ich eine E-Email erhalten das ich gegen die Regeln verstoßen habe und mein Geld wurde eingezogen, die behaupten das der max. Einsatz 2€ ist und ich habe auf 3€ die ganze Zeit gepeilt😕 wie ich weis ist es beim jeden Casino mit aktiven Bonus der max. Einsatz 5€! Liebes Casino Guru, können Sie bitte denn Fall untersuchen 🙏 in Anhang sende ich Ihnen die E-Mail was ich erhalten habe

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Unfortunately, I didn't receive my balance; instead, my entire balance (€4,000) was confiscated. Casino Kingdom sent me an email stating that I had violated their rules, and my money was confiscated. They claim that the maximum bet is €2 with an active bonus, and I was playing with €3 the whole time. As I know, and as is common practice, every casino with an active bonus has a maximum of €5. I also looked at the site thoroughly, and nowhere does it state that the maximum bet is €2 when the bonus is active. I am enclosing the screenshot of the email.

Leider habe ich mein Guthaben nicht erhalten sonder mir wurde das ganze Guthaben ( 4000€ ) eingezogen. Das Casino Kingdom hatte mir eine Mail geschrieben das ich gegen die Regeln verstoßen habe und mein Geld wurde eingezogen, die behaupten das der max. Einsatz 2€ bei einen aktiven Bonus ist und ich habe auf 3€ die ganze Zeit gespielt😕 wie ich weis und üblich ist, ist es beim jeden Casino mit aktiven Bonus der max. 5€. Ich habe mir auch die Seite gründlich angeschaut und da steht nirgends das der maximale Einsatz wenn der Bonus aktiv ist, 2€ ist 😕. Im Anhand sende ich ihnen das Screenshot von der email

Dear player, I’m sorry to hear about your negative experience. I checked the T&Cs and I found this:

7.16. The maximum allowed bet for wagering the bonus is 2 EUR.

Placing a bet higher than 2 EUR while having an active bonus will be considered a violation of bonus terms and will result in the forfeiture of any winnings associated with such bets.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.