King Johnnie Casino - Účet hráče byl uzavřen.

Hello. Got free spins at the casino. After successfully implementing the conditions, I had the maximum payout amount (€ 200). Then I submitted my documents to verify my account. ID card would be accepted directly, I think I tried 3 times with the address verification with different docs until they were finally accepted.

I then had the amount of € 200 paid out to my bank account. After a little more than 24 hours, the amount reappeared in my account, then I contacted LiveChat support. They said someone would get in touch. In the evening of the day, when I wanted to log into my account, I got an error message "My account has been deactivated, I should contact support. I did that (LiveChat). Supporter said the payment department would contact me (as of 21 April 23:00).

Hallo. Habe bei dem Casino Freispiele bekommen. Nach erfolgreichem Umsetzen der Bedingungen hatte ich den Maximalen Auszahlungsbetrag (200€). Habe dann meine Dokumente eingereicht, um mein Konto zu verifizieren. Personalausweis würde direkt akzeptiert, mit der Adressenverifizierung habe ich glaube ich 3 Mal versucht mit verschiedenen Docs bis sie dann endlich doch akzeptiert wurden.

Ich habe dann den Betrag von 200 € auf mein Bankkonto auszahlen gelassen. Nach etwas mehr als 24 h erschien der Betrag wieder in meinem Konto, dann habe ich den LiveChat Support kontaktiert. Sie meinten es würde sich jemand melden. Am Abend des Tages Wollte ich mich in mein Konto einloggen, dann bekam ich eine Fehlermeldung "mein Konto wurde deaktiviert, ich solle den Support kontaktieren. Das habe ich dann gemacht (LiveChat). Supporter meinte die Auszahlungsabteilung würde sich bei mir melden (Stand 21 April 23:00).

Dear Rozpierdalacz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your account was fully verified before the casino closed it? Please, could you specify which bonus offer you played with?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much Rozpierdalacz for your reply. I will now transfer your complaint to my colleague Peter 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.

Hi Kristina,

I'm taking over your complaint. Do you mind changing your Casino Guru account name to something else? 🙂 Thank you. I will contact the casino and see if I can help. I would like to invite King Johnnie Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

Client was advised on registration in a chat conversation that his region does not qualify. Couple of days later client change region details and was credited the bonus. There after client reverted back to his region. Our T&C's are clear that no bonuses from his region and client manipulated the system and got a bonus. This is regarded as Fraud and thus our full T&C's has been enforced.

Hope the above finds you well.

Regards

Levi

Thank you Levi for the explanation.

Dear Kristina,

Can you confirm this? If you changed your region only in order to get a bonus, I'm afraid that we can't help you with this one because it's considered cheating.

How should I have changed my region. After I received the email, I logged in. The free spins were there. The only thing that would change would be the connection between WLAN and cellular networks. It is clear that the region is changing or am I wrong.

Wie sollte ich denn meine Region geändert haben. Nachdem ich die E-Mail bekommen habe, habe ich mich eingeloggt. Die freispiele waren da. Das einzige was sich ändern würde wäre die Verbindung zwischen WLAN - Mobilfunk. Ist ja klar dass da die Region sich ändert oder liege ich da falsch.

Dear Levi,

Is there a way to prove that the player changed their region details?

Hi Peter,

We have proof that the client changed their details. Can you supply me with an e-mail address in order for me to forward you the details.

Regards

Levi

Hi Peter,

The client was informed on the 27 March 2021 that no free spins or any bonus were available from his region. As per our T&C’s the region the client has registered which is Germany  is not eligible to receive any bonuses and this was also communicated to the client.

Please see our T&C’s under point 3 which clearly restricts Germany from bonuses

3. Bonuses

3.1.8. The following countries are restricted from receiving login, welcome and deposit bonuses: Albania, Algeria, Argentina, Armenia, Austria, Azerbaijan, Belarus, Bosnia and Herzegovina, Central Africa, Croatia, Finland, Georgia, Germany, India, Indonesia, Ireland, Latvia, Mexico, Norway, Pakistan, Poland, Portugal, Russia, Serbia, Thailand, and Ukraine.

On the 09 April 2021 the client then used a VPN to change the region in order to receive the offer. Please be advised that this is regarded as fraud as the client fraudulently changed the region to receive the Free Credits. The client did not deposit any funds of his own however fraudulently manipulated his IP trace by using a VPN to claim free spins that is not allowed in his registered country.

We have locked the clients account and therefore confiscated all winnings based on our T&C’s that were breached. We believe the matter to be closed.

Regards

Levi

Hi Levi,

Please send the evidence to my email address: peter.m@casino.guru, thank you.

Hi Peter,

E-mail has already been sent

Regards

Levi

Hi all,

Thank you Levi for the email.

Dear Kristina,

I'm afraid that the provided evidence does suggest that you used a VPN service. Unfortunately, if you changed your country in order to receive the bonus, there is nothing we can do for you. I can only recommend you not to use VPN in casinos in the future and only claim bonuses that you are eligible for to avoid this kind of problem.

Dear Kristina,

Unfortunately, based on the evidence provided by the casino we are rejecting your complaint. I wish I could be of more help. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter