Casino Kings - Been Unjustly Accused In Breach of Bonus Terms

posted on February 23, 2016.

I signed up to Casino Kings after going on their site on my mobile and reading through their terms and conditions (of which i will attach the screenshots of these, as i always screenshot these for the exact reason this is now happening). I took part in their welcome offer of a 100% bonus up to 200 GBP.
Their t&c's said no bets over 5% of the bonus received, so i went ahead and stuck with my normal 5GBP and lower spins. Whilst wagering, i went on live chat a few times to ask them if my wagering was complete, they told me each time how much i needed to do now after checking my last bets, not at any point did they tell me that the 5GBP spins i was doing were not allowed, which makes me believe that they changed their t&c's after i had completed the wagering on purpose.
I completed wagering and finished on an amount of 2609GBP. I then had an email, actually congratulating me on my winnings. I then made a withdrawal request, and it took them over 4 to 5 days before i even had a response, i then got an email saying my account was closed and my deposit had been returned to me as i had breached their terms and conditions of the bonus.
I then emailed them back, saying that i had screenshots etc, and didn't get a reply for at least 2-3 days, finally i got a response, with no answers to my questions a points, but just telling me exactly the same as what they already had in their previous email, they gave me an email address and said i need to email that address to raise a complaint, and it HAS to be done within 7 days of when my account had been closed. I emailed this address immediately, and it has now been well over a week and still i am yet to receive any form of response from them, hence me now raising this dispute with yourselves.

posted on February 29, 2016.

This is with our security team and we will update you very soon, thanks for your patience.

posted on February 29, 2016.

This is the response I expected really, if any at all, and one I have come to expect so far. I hope this is sorted and I receive a proper reasonable answer at the earliest opportunity, as it's taken long enough and I have had to jump through enough hoops just to get this unsatisfying response.

posted on March 28, 2016.

This complaint has been reopened upon casino's request and we would really like to give it one more chance and help both parties involved to reach to a satisfactory resolution.

Dear @jbone81,
Casino management has been provided information to the AskGamblers Complaints Team that this issue was resolved internally. Can you please confirm this? Thank you.

posted on March 31, 2016.

Dear @jbone81,

It is a nice practice to confirm if your complaint is resolved or not. Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.

posted on April 1, 2016.

I can confirm that this complaint has NOT been resolved.

CasinoKings finally got in contact with me, weeks after this case was started, and only because IBAS had called them, we discussed the details, the person on the phone tried every possible way to try and wriggle out of the situation, and now for them to completely lie and say this case is resolved is ridiculous, as that telephone call involved no agreement whatsoever.

After said phone call, CasinoKings were meant to get back in contact in the next few days by phone, something they completely failed to do, even with emails being sent to them to remind them each day. In the end they sent an email, just saying that this case is now closed as we had agreed to they're terms and conditions, which is laughable considering I hadn't been on agreement with them once.

I have kept all emails to and from them to be used as evidence, to show there was never any agreement and also to show how long it takes for these clowns to actually respond to they're customers.

IBAS informed me that Casino Kings wanted this case to be resolved internally before IBAS took control, but they have been totally inept at resolving this issue so I have now given IBAS full control.

posted on April 1, 2016.

Based on the last respond from a player, AskGamblers Complaints Team consider this complaint unresolved, until IBAS ruling regarding this case.

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