Good night.

I received the following email in the middle of a tournament in which I was already participating in which I played with my money and for which I had 510 euros of prize, in addition to having been excluded from receiving any other bonus by administrative decision without any justification.

Please note that bonuses are not available for you anymore per the administration's decision.

From now you can play only for your real money.

You can still make deposits, play and withdraw the funds.

I come to request and denounce the abusive practice and attempt to subtract my money by this casino.

Boa noite.

Recebi o seguinte email a meio de um torneio em que ja estava a participar no qual joguei do meu dinheiro e para o qual tinha 510 euros de premio, para alem de ter sido excluido de receber qualqur outro bonus por decisao administrativa sem justifica?ao nenhuma.

Please, note that bonuses are not available for you anymore per the administration's decision.

From now you can play only for your real money.

You can still make deposits, play and withdraw the funds.

Venho requerer e denunciar a pratica abusava e de tentativa de subtra?ao do meu dinheiro por parte deste casino.

Dear engrsc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that the issue is that you’re not entitled to any further free bonuses.

Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Casinos are not obligated to reward their players with bonuses and bonus privilege can be limited or revoked at any time without further notice.

I would like to know whether this information somehow influenced your winnings. Did you have any active bonuses at that time? Has the casino confiscated any bonus winnings?

If there is any other relevant communication between you and the casino, please, forward it to [email protected], or alternatively, post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Thanks for your response. I can't find any justification for having my privilege to receive bonuses taken away from me.

I was participating in casino tournaments, for which I would have won prizes worth 510 euros, for which I had to play with my money to participate in those same tournaments, and I am now warned that the prizes will not be awarded to me because are considered bonuses. Therefore, it will be confiscated from me by the casino, or the amount corresponding to the prizes of the tournaments will be subtracted, so I would like to denounce the practice of withholding that money.

Best regards

Rui

Obrigado pela sua resposta. N?o encontro justifica??o nenhuma para que me tenham tirado o privilegio de receber bónus .

Encontrava a participar dos torneios dos casinos, para os quais teria de ganho prémios de valor de 510 euros, para os quais tive que jogar do meu dinheiro para participar nesses mesmos torneios , sendo-me agora avisado que os prémios n?o me ir?o ser atribuídos porque s?o considerado bónus. Sendo assim vai me ser confiscado pelo casino, ou subtraído o valor correspondentes aos prémios dos torneios , pelo que gostaria de denunciar a pratica de reten??o desse dinheiro .

Com os melhores cumprimentos

Rui

Thank you very much engrsc for your reply. I understand now. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you very much. I will be waiting for further news from you.

Muito obrigado. Ficarei a aguardar novas noticias da vossa parte.

Additional comments by the player:

"Following the complaint I made regarding kingdomcasino.com due to their revoking my right to bonuses for no apparent reason, and for not awarding me the prizes for the tournaments in which I participated, I wanted to inform you that they ended up paying the prizes regarding the tournaments I was participating in. However, it maintains its decision not to award me any more bonuses or prizes from the moment until the administrative decision to the contrary.

Thank you for your attention

Rui"

Additional comments by the player:

"Em sequencia da queixa que fiz relativamente ao kingdomcasino.com devido a de me revogarem o direito a b?nus sem motivos aparentes, e de nao me atribuírem os prémios relativamente aos torneios em que participava, queria informar que eles acabaram por pagar os prémios relativamente aos torneios em que estava a participar. Contudo mantém a sua decis?o de nao me atribuírem mais b?nus ou prêmios a partir do momento ate decis?o administrativa ao contrário.

Agrade?o a vossa aten??o

Rui"

Dear Rui,

I will take care of your complaint from now on.

Firstly, I would like to thank you for providing us with the information, I am also glad to hear that you already received the winnings from your tournament.

Secondly, I would like to address the issue with the bonus situation. While it is unfortunate that the casino has decided to stop providing you with the bonuses, I don't think there is any way in which we'll be able to change it and this decision should be respected. Casinos have a right not provide any bonuses to their players without even specifying the reason.

As the main issue of your complaint seems to be resolved, please let me know, if there is anything else that we can help you with, or we can proceed with marking this complaint as 'resolved'.

Thank you for your attention. I don't think there is any way to reverse the casino's decision not to award me any more bonuses for now. And since the casino assigned me the prizes of the tournaments I was participating in at the time they made that decision, then they can consider the complaint resolved.

With best thanks

Rui

Obrigado pela vossa aten??o. Penso que n?o há forma de reverter a decis?o de o casino n?o me atribuir mais bónus por agora. E como o casino atribuiu-me os valores dos prémios dos torneios em que estava a participar no momento em que tomaram essa decis?o, ent?o, poder?o considerar a reclama??o como resolvida.

Com os melhores agradecimentos

Rui

Hello Rui!

Thank you once again for providing us with the necessary information about your case. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.