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I made a deposit of 4000 rubles through bitcoins and immediately received 4000 more to my account. I played them for 2 days at a rate of 10 and 20 rubles and 1 game with a rate of 40 rubles. when I put 15,200 rubles on the withdrawal, they sent me a letter that I played with a bet of 380 rubles, as a result, 4000 were paid back in a week, and the bonus funds that I had won back were not returned.

Сделал депозит 4000 рублей через биткоины и получил сразу на счёт 4000 еще. Отыгрывал их 2 дня по ставке 10 и 20 рублей и 1 игра со ставкой 40 рублей. когда поставил на вывод 15200 рублей мне прислали письмо, что я играл со ставкой 380 рублей, в итоге выплатили за неделю обратно 4000, а бонусные средства которые отыграл не вернули.

Dear vital007,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found https://www.kingdomcasino.com/bonus-terms-and-conditions:

„Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD/CAD/AUD, 50 NOK, 350 RUB, 600 JPY, 40 CNY, 0.0007 BTC, 0.0215 ETH, 0.015 BCH, 0.05 LTC, 1750 DOG, 5 USDT, unless otherwise specified. Maximum bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Thank you very much, vital007, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter 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.

Hi vital007,

I looked at your case and the game history provided. In the row number 3731 there is a bet of 420 руб. You mentioned that it was a bonus game bet. Unfortunately, the rule applies also to bonus bets:

"Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD/CAD/AUD, 50 NOK, 350 RUB, 600 JPY, 40 CNY, 0.0007 BTC, 0.0215 ETH, 0.015 BCH, 0.05 LTC, 1750 DOG, 5 USDT, unless otherwise specified. Maximum bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)."

I'm afraid, there is not much that can be done in this case. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like the maximum bet rule. The casino can form their own T&Cs and set their own rules for the gameplay, especially when it comes to bonuses. I wish I could be of more help.

Best regards,

Peter