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Arbitrary and unfair application of group Self-Exclusion policy


vor 6 Jahren
I opened up a account with King casino after checking on ask gamblers to make sure they are not part of any casinos which I have played before and SE due to typically poor service (normally around the area of withdrawals) I checked and it came up as jupiter, I signed up and played.
I then recieved a message asking for KYC and AML which is the norm and sent them off,
I then recieved a email saying that I have already SE from a sister site, they wouldn't confirm which site or when and asked why I SE, I tried to contact the casino via chat and kept getting timed out and tried to contact via email via the links in their emails and non work support@ and care@ have all bounced back.

I recieved a email saying that I have now been SE from all their sites, I am under the impression when I SE from a site then it should also apply to all others and also marketing from the group should cease (this is the case with another group I SE from) . I have since sent emails and all have bounced back. King casino also state that I have now been SE due to responsible gambling, I do play at various stakes including high but I have full control of where, what and how much I play. I stated in a email that I SE from one of their group companies (aspers group) as I had no communication in terms of how a large withdrawal can be made and without any assistance I eventually played the balance away, losing the balance is part and parcel of gambling, you win some and lose some but my concern is when you contact customer services and they avoid you (quite similar to King at the moment)

I enrolled using my credentials of name, address, email and phone which are the same for all the casinos I play at, there was no covering up of any information.

I'm under the impression that if I falsified information then my deposit, any winnings would be forfeited / confiscated. As I used my credentials then I'm also under the impression that I shouldn't be able to sign up to any casino in the group, so therefore see there is a issue with their SE system, on that basis I'm under the impression that my bets would be void and a refund of deposits would be due.

I am unable to follow up with the casino as I'm now blocked and can't use the chat function (albeit it doesn't work) nor are any emails being recieved or replied to so ask that ask gamblers can assist
Unseriöses Casino King Casino
Betrag £5000

Diskussion

User name

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

User name loyalty-level-2
The case has now been resolved satisfactory and the amount due to be refunded, I ask that askgamblers to please close this case, thank you for Kings Casino and ask gamblers prompt assistance with this case
User name loyalty-level-2
Thanks for the update King Casino

Will await for your email

Playlikeasnail
User name
Hello Playlikeasnail,

Thank you for your patience regarding this matter.

We have came to a conclusion regarding your complaint and are happy to inform you that this has now been resolved and an email will be sent to you personally to confirm these details regarding your account.

Rest assured we take Self exclusion and responsible gambling very seriously here at King Casino and we apologise for any confusion and stress this has caused to you.

Unfortunately we are unable to divulge account specific information within this forum but we can assure this has been handled accordingly.

Kind Regards,

The King Casino Team

King Casino Beschwerde-Statistik

Gelöst 3 / 3
Durchschn. Betrag $20,663
Durchschn. Dauer 8 Tage
Durchschn. Antwortzeit 2 Tage