Kings of Sport Casino - La cuenta del jugador ha sido cerrada.

Hi!

They closed my acc without a reason with 6000 usd in it! How should i proceed?

Dear sseven07,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the closure of your account.

To assist you better and to understand the situation fully, could you please clarify the following:

• Have you received any communication from the casino regarding the closure of your account? If so, please forward it to me at veronika.f@casino.guru.
• When did you first notice that your account was closed?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• What types of games did you play? Were they slots, live casino games, or did you place sport bets only?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi!

I have already a complain where they refused to pay 1200 usd. Waited 2 months without an answer and they closed it afterwarda. No response from chat or telegram.sent them an email also.they closed it by 3 days ago

Thank you for your reply. I can see that your previous complaint was closed as unresolved due to the casino not responding to our messages or cooperating in the investigation.

Could you please clarify what happened with your withdrawal request of $1,200? Was this amount eventually paid out to you, or did you cancel the withdrawal and continue playing until your balance reached $6,000?

Additionally, did the casino provide any reason for closing your account? Or do you see any error message when attempting to log in?

Please forward all relevant screenshots and emails that may help us better understand your case and assist you further. You can post them here or to my email at veronika.f@casino.guru. Thank you for your cooperation and patience.

Hi!

I had that withdrawal of 1200 usd which was on pending for 2 months. Additionaly i had in my acc around 5000 usd for which i did not initiate withdrawal since they did not processed the one with1200. Now my acc is simply disabled. No emails and no response on chat. They just decided to take the money and close the acc without a reason. When i go to chat they ignore my message. I will send you on email the screenshot.thanks

Thank you very much, sseven07, for providing all the necessary information. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of Kings of Sport Casino to join the conversation and participate in the investigation of the case. Could you please provide more information regarding the player's problem? Could you please specify why his account has been disabled?

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 sseven07,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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. In the meantime, I recommend you contact the Curacao Gaming Authority (https://www.gamingcontrolcuracao.org/regulation/online-gaming) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Veronika Fritz

Casino Guru Complaint Resolution Center