after I rotated the bonus of 100 free chips in one day, I requested the withdrawal and the money returned to my account saying that I would have to contact customer service to do the identity verification again. After that, I contacted the chat and first they told me that I was blocked because I had created two accounts (which is a lie), at another time after contacting me they told me that I was being blocked for not complying with the terms of the house and using manipulation to gain profits. Being that I spent literally 7 hours of my day straight to get the value and unlock the sque.

após eu fazer a rota??o do bonus de 100 fichas gratis em um dia, eu solicitei o saque e o dinheiro voltou para minha conta dizendo que eu teria q entrar em contato com o atendimento para fazer a verifica?ao de identidade novamente. Após isso entrei em contato com o chat e primeiro me disseram que fui bloqueada por que havia criado duas contas (o que é mentira), em outro momento apos entrar em contato me disseram que eu estava sendo bloqueada por descumprir os termos da casa e usar manipula?ao para obter os lucros. Sendo que passei literalmente 7 horas do meu dia direto para chegar no valor e desbloquear o sque.

Dear Euamandap,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Which documents did you provide in order to pass the KYC verification in the casino?
• Do I understand correctly the bonus you claimed and played was only available after the verification of your account was complete?

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

Best regards,

Tomas

My account was verified with ID, driver's license, proof of address, and selfie with ID. My account was verified and confirmed, after that I received the free spins, I rolled over and after trying to withdraw, I was banned. I live alone, no one has tried to do accounts using my iP. I only used Google Chrome and Microsoft Edge to enter the house.

Minha conta foi verificada com documento de identidade, carteira de motorista, comprovante de endere?o, e selfie com documento. Minha conta foi verificada e confirmada, após isso recebi os giros grátis, fiz o rollover e após tentar sacar, fui banida. Eu moro sozinha, ninguém tentou fazer contas usando meu iP. Eu somente usei o Google Chrome e o Microsoft Edge para entrar na casa.

When exactly did you create the account in the casino? Do I understand correctly you didn't create another account in the casino previously, on purpose or by accident?

I created my account the same day I requested the withdrawal. I have not created any other accounts besides mine. I live alone, so there's no way anyone could have created other accounts.

Eu criei a minha conta no mesmo dia em que solicitei o saque. N?o criei outras contas além da minha. Moro sozinha, ent?o n?o há como alguém ter criado outras contas.

Before we contact the casino, could you please forward any communication (emails, chat transcripts) between you and the casino to my email at [email protected]? I'll await your reply.

unfortunately the other emails I already deleted, because I had lost hope of receiving that money.

infelizmente os outros e-mails eu já apaguei, pois havia perdido a esperan?a de receber esse dinheiro.

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

Dear Euamandap,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Kings Castle Casino representative to join this conversation and participate in resolving this complaint.

Dear Kings Castle Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address [email protected].

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear donchenko,

Unfortunately, I had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you consult the gambling authority that the casino is regulated by.

In case of any questions, feel free to write to me at [email protected].

I am sorry I could not be of more help on this occasion.

Best regards,

Stefan