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Kingdom Casino - Cancelling payments over and over again

RESOLVED
Complaint Info
Disputed casino Kingdom Casino
Reason Declined payment
Amount € 150
tomaswilson Thüringen
Posted on October 13, 2020

I deposited 50€. After playing throught the welcome bonus I now have 150€ in my account.
I keep trying to request a withdrawal, it gets cancelled without any information transmitted to me.
I asked the live support multiple times, the answer always being I need to "confirm my withdrawal address".
Since the address-confirmation link is broken, I got asked to send an E-Mail confirming my address.
I send them an E-Mail. The response: Please request the withdrawal again and send us another E-Mail.
I do that. No response, cashout rejected. I ask the Live support. I am supposed to send another E-Mail.
I do that. No response, cashout rejected.
I send another E-Mail. Cashout rejected.
I ask the live support. I am supposed to send another E-Mail.
I send one more and then decide that it's time to open a complaint because I doubt anything will change at this point.

I am trying to get my money since 4.10.2020, the date at the time of writing is now 12.10.2020

I provided a few screenshots to support my claim. Please note that I censored parts of the image that disclose my identity / mail address. If the AskGamblers support team needs more evidence and / or uncesnored screenshots, I am happy to provide that. Also note that the name in the E-Mail screenshots is a fictive one, so I am fine with disclosing it to the public.

Posted on October 14, 2020

Hello, TOMASWILSON,
We are extremely sorry about the delay of your withdrawal, which happened due to little misunderstanding and some technical issues. We thank you for your patience and understanding, and we really believe your further gameplay at Kingdom Casino will be exclusively pleasant, and we will do everything to assist you!

AskGamblers
Posted on October 17, 2020

Dear @tomaswilson,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

tomaswilson Thüringen
Posted on October 18, 2020

Casino paid my money.

Resolved.

AskGamblers
Posted on October 19, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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