I have contacted casino a number of times due to not being able to access my account, I get the same response every time, account suspended due to security reasons and that a representative will contact me within 24-48hours though no contact is ever made. My last contact with live support was today being the 10/07/2022 the agent replied that my account has negative information, I asked what this means though the agent wasn't able to reply. The casino have my correct email address and phone number. I've attached a few screenshots of only a few conversations I've had with live support agents.

Dear Teejay340,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)?

Could you please advise if there are any funds being held by the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronella,

I've been a long time loyal member I signed up approx 2years ago, I have been verified successfully and have made a number of successful withdrawals, my choice of gaming is mainly slots, but don't mind live blackjack here n there. I'm not entirely sure if there was still available funds to withdraw from my account, though I must mention that just before they locked me out of my account, I had increased my bet sizes and my luck I felt was just getting on my side.... Try to sign in and I found myself arguing with their live support team every few days. Really frustrating and kinda stressful, hope you guys can help out....

Kind regards

Thank you very much, Teejay340, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Teejay340,

From now on, I’ll be in charge of your complaint. I’ll try to get in touch with the casino representative and see if I can help.

I would like to invite the representatives of King Johnnie Casino to join this thread.

Dear casino team,

Could you please explain the reasoning for your decision to suspend Teejay340’s account?

Hi Andrej,

Thank you for your assistance, I hope we can have this matter resolved

Hi guys,

The clients account has been blocked by the processor due to chargebacks we received, and because the chargeback amount was above the allowed threshold, the processor blocked processing and we tried making contact with the listed number on the registered account, but goes to voicemail. Account has been reviewed by our risk team and the appropriate action was taken to block the account. This was blocked in 2020 if I may add.

Hope the above finds you well.

Regards

Levi

Thanks for the reply Levi,

Could you please explain exactly what "chargebacks" are? how my account managed to exceed the threshold limit also what I can do to be able to continue playing with King Johnnie Casino, I ask as I've never heard of this with any other online casino's.

Kind regards Teejay340

Thank you, Levi, for clarifying. Could you please also address Teejay340’s additional questions? Furthermore, I’d like to kindly ask you to provide evidence that would support your allegations.

Dear Teejay340,

A chargeback is a debit or credit card transaction that’s reversed by the cardholder’s bank after a charge on their account is disputed. In your case, you’ve allegedly requested a reversal of some of the transactions connected to your deposits made to your casino account (back in 2020). Please note that such action on the player’s side is considered a serious violation in all online casinos.

Do I understand correctly that you’re not aware of performing a chargeback?

Hi guys,

Thank you for clarifying what chargebacks are. We also refer to the chargebacks as disputes as per the bank. The chargebacks are raised by the account holder directly with the bank, disputing certain transactions made and thus resulted in CB. We have a 10% of total deposits threshold for CB received and once this has been reached the account will be locked as per our internal process. The only evidence we can provide are as follows 

Total CB amount: 1920 AUD

Dates 14 & 15 May 2020

We were unable to reach the player then to have the matter resolved. We will however only consider to re-open if the full CB amount is paid/settled in full. 

Hope the above finds you well.

Regards

Levi 

Thank you, Levi, for providing the information.

Dear Teejay340,

Could you please comment? Are you aware of disputing certain transactions connected to your deposits?

Dear Teejay340,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Dear all,

Unfortunately, we’re forced to reject this case because Teejay340 has stopped responding to our messages and questions. Without his cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.