King Johnnie Casino - Hráč kritizuje nepravdivou reklamu bonusu.

I have been a member of King Johnnie VIP site Kash Kings since September 2020. I have played regularly and most weeks exclusively at Kash Kings both depositing and withdrawing without incident. Up to this week i have been mostly happy with the site even though i'm not really treated like a VIP. Since becoming a VIP my VIP host has only made proactive personal contact with me once which was to introduce himself. I have emailed him for help maybe 4 or 5 times with mixed results. A couple of these times he hasn't responded and most recently he has responded but not helped.

My VIP host had previously told me that if i was on a losing streak i was welcome to contact him or chat to ask for a bonus. Last week i contacted chat to ask for a bonus and was told "no room to add anything". It seemed odd as my net losses for the last 10 days had been over $2000. I sent a follow up email to my VIP host who told me he had checked my account and added a $50 bonus. Happily i checked my account but no bonus added. I emailed my VIP host again to let him know that the bonus wasn't added but received no response.

The next day was my birthday...One of the main benefits of being a Kash Kings VIP member is the bespoke Birthday Bonus. This benefit is promoted as 'Winners like you deserve to be treated in style. That means the full VIP treatment whenever your special day rolls around. The King likes to make sure your VIP experience is tailor-made - that's why your bespoke birthday bonus will be tailored with the utmost care to suit your gaming style'.

I never heard from my VIP host or Kash Kings on my birthday but when i logged into my account there was a $50 Birthday Bonus there. Without any attached communication i had no way of knowing if this was the missing $50 bonus or the Bespoke Birthday Bonus or something else. The next day i emailed my VIP Host who replied that it was a system generated thing. No mention of the missing $50 bonus he said he put in my account or what happened to the Bespoke Birthday Bonus. I haven't played there since.

I know this isn't the kind of complaint you usually get but I have invested & turned over a lot of money to maintain this membership. Before i close my account I just want to understand if all Kash Kings VIPs miss out on benefits/treated poorly or do i just have a bad host?

I have tried to resolve this myself by contacting Kash Kings chat to ask how to change VIP hosts but they immediately tried to connect me to my VIP host so i left the chat. I appreciate any assistance you can give as I have no other contact points to raise this with King

Johnnie.

Dear Mojojojo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any promotional offers from this casino in the past? What was the exact reason why a promotional offer couldn’t have been applied to your account? I understood that it has been difficult communicating this issue with the casino but if there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

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

Best regards,

Petronela

i don’t think you have understand my issue.

this is not a promotional problem.

This is about a VIP benefit of a ‘Bespoke Birthday Bonus’ not being given and no reason provided by the casino. It is unknown if this is the fault of the casino or the VIP host.

With all due respect, I think I understood.

I will now transfer your complaint to my colleague Nick 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.

I would like to ask King Johnnie Casino to join us and help us resolve the player's issue.

We haven't receive any respond from the casino yet. Please note, if we won't get any answer within the next 7 days, the complaint will be closed as unresolved which may lead to casino's rating deduction.

Unfortunately, the casino still did not respond to us, therefore the complaint will be closed as unresolved which could negatively affect the casino's rating. I'm really sorry we could not help you more in resolving your issue but there isn't much we can do as long as the casino in non-responsive. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru

The complaint was reopen on the casino's request. I would like to ask them to write their statement.

for the miscommunication and the issues it has raised. We would like to apologise to the client and we are investigating further into the delay in response and the crediting of the bonus.

Hope the above finds you well.

Regards

Levi

Thank you Levi for the apology and for continuing to look into this issue.

Dear King Johnnie,

Please let us know if there will be any update regarding the case to keep us and the player informed.

Hi guys,

Players account has been credited with the $50 bonus. I was advised that due to some sort of miscommunication the issue regarding the bonus was not properly reviewed.

We have now credited players account with the outstanding.

Regards

Levi

Dear Mojojojo,

Can you please confirm the casino's statement and if you are satisfied with the final outcome?

Hi

I'm satisfied that after 6 weeks the initial $50 bonus was added however that was a very minor part of my complaint.

Two issues remain:

VIP Host

I'm very unhappy with my current VIP host and would like a different host please.

Bespoke Birthday Bonus

I'm unhappy because your VIP Benefits page says 'Winners like you deserve to be treated in style. That means the full VIP treatment whenever your special day rolls around. The King likes to make sure your VIP experience is tailor-made - that's why your bespoke birthday bonus will be tailored with the utmost care to suit your gaming style'.

Instead on my birthday I received a $50 Bonus with a description of 'Birthday'. No email to let me know it had been allocated or to wish me a Happy Birthday. If your VIP benefits page said 'All VIP players receive a Birthday Bonus' then I would have been happy with this. A nice gesture but not tailor-made or bespoke as expected. The promise of something so special was a major influence in why I chose to play at King Johnnie in the first place.

I don't want other players to feel disappointed like I did on my birthday. Please update the benefits page to more accurately describe this bonus/benefit.

I have attached a screenshot of the benefits page and circled the bonus description.

Dear Client,

Thank you for the update. The two issues will be sent to the relevant departments for them to review and update.

Regards

Levi

Dear Mojojojo,

As for the other issues which you have with the casino, I do not thing we are able to help with those as they are more internal matters of the casino and they relationship with the player. This is an issue which may concern more or maybe no one else and it's about the communication between the player and the casino. I'm more than sure that the casino will pay more attention in such details in the future and will appreciate players to the top. From out point of view the initial issue which was the not credited bonus is resolved. Please do not hesitate to contact us if you will experience any other trouble in the future, we will gladly try to help you.

Best regards,

Nick

Casino.guru