Complaint #1 Kings Game Casino

Account blocked and 1300 USD confiscated

By takeanumber

4 weeks ago

Kings Game blocked my account and is withholding approximately $1,300 after falsely accusing me of “bonus abuse”.

This accusation makes no sense, as I have not used any bonus on the account at all. I have only been placing sports bets, mainly on the World Cup, and I had already been able to make withdrawals before this.

When I contacted live support, they first confirmed that my account was blocked. When I asked why, they claimed it was due to bonus abuse, even though I never used any bonus. I asked them to explain which bonus they were referring to, what rule I allegedly breached, and what evidence they had. They refused to provide any proper explanation and simply said that the decision was non-negotiable.

If Kings Game no longer wants me as a customer, that is fine. I am happy to walk away. However, they should not be allowed to block my account and keep my funds based on a false and generic accusation.

If Kings Game no longer wants me as a customer, that is fine. I am happy to walk away. However, they should not be allowed to block my account and keep approximately $1,300 based on a false and generic accusation when I did absolutely nothing wrong.

I am requesting that Kings Game pay my remaining balance of around $1,300 and close the account if they wish. I have uploaded a transcript and a print screen, but I'm not able to log in.

I also respectfully ask AskGamblers to take on this case rather than simply referring me to the licensing authority. In my experience, if the matter is only sent to the licensor, it can easily lead nowhere, especially if the operator chooses not to respond and there are no real consequences for them.

This is why I am asking AskGamblers to review the case and give Kings Game an opportunity to publicly explain how they can accuse me of bonus abuse when I have not used any bonus and why they believe they are entitled to withhold my funds.

Disputed Casino Kings Game Casino

Reason Account closure

Amount $1300

Discussion

AskGamblers

• Support Team

2 weeks ago

Dear Kings Game Casino,

Please be informed that our official support address is support@askgamblers.com and it operates without any issues, do try contacting us again. If you face any further issues you may contact our live chat agents, to forward to them exact error you are getting.

Thanks in advance for your cooperation.

takeanumber

2 weeks ago

I would also like to request that any evidence provided by Kings Game is shared with me as well. Or at least summarized clearly enough for me to respond to it.

Since they are using this evidence to justify blocking my account, I believe I should have the opportunity to review the exact claims against me because I am fully confident that I have not done anything wrong.

Kings Game Casino

• Representative

2 weeks ago

Dear AskGamblers Complaint Team,

We would like to inform you that we are unable to deliver our email with the supporting evidence to the email address provided by AskGamblers for this case.

The message could not be sent/delivered successfully to the provided address.

Could you please provide an alternative email address or another secure contact method where we can send the supporting materials related to this complaint?

Thank you.

Best regards,
Kings.Game Team

takeanumber

2 weeks ago

Thank you AskGamblers.

I would like to point out that Kings Game has now changed the reason for the account closure. The original reason given to me was “bonus abuse” which they now admit was incorrect.

They are now referring to general terms such as “unusual sportsbook activity”, “irregular selection and staking behavior” and “market integrity concerns” (what does that even mean?) but they have still not provided any specific bet examples, specific rule breach, or evidence showing that I did anything wrong.

I also want to address the point about my account being in profit. The fact that I won money should not be treated as evidence of wrongdoing. I placed regular sportsbook bets on football markets offered by Kings Game mainly during the World Cup. These markets were made available by the operator, accepted by their system and settled according to their own rules.

If Kings Game decides that they no longer want my action they are free to limit or and keep my account closed going forward. However, limiting a player and confiscating already-settled winnings are two completely different things. Being profitable is not a valid reason to withhold approximately $1,300 in legitimate winnings.

Winning from fair bets on offered markets is not fraud, manipulation or abuse. If Kings Game believes otherwise, they should provide clear evidence and specific examples. I would be happy to share my whole bet history but as said before I cannot login to my account.

My request remains the same: my remaining balance of approximately $1,300 should be paid.

Kings Game Casino Complaint Stats

Resolved 0 / 1

Avg. Amount $1,300

Avg. Complaint Duration 5 days

Avg. Response Time 22 hours