Kingamo Casino - A conta do jogador foi encerrada e os fundos estão inacessíveis.

Hi,

I'd like to get help with this complaint against Kingamo casino.

I deposited on 2nd Febryary 500€ and managed to win in Live Casino Black Jack and Roulette, not sure if I also played some slots (as I can't check because my account is blocked). Everything went smoothly and I sent my normal verification documents on their site. Then I made withdrawal requests and also left 1200€ in my balance to play more when I suddenly got my account blocked and was told it's a normal verification procedure.

After completing everything after like 15 days they came up with that accusation of bonus violation when I never have even taken one and only played live casino.

I can't login to my account and also the don't give out exact amount of money I have inside but as I remember correctly it's around 2200€

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To help us better understand your situation and address your concerns effectively, could you please provide us with some additional information?

• Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.
• When you submitted your verification documents, did you receive confirmation that they were received and processed?
• Have you made any successful withdrawals from this casino?
• Have you ever activated any deposit bonus or free bonus at this casino before?

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,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi,

I sent email to your address regarding my case.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear SWest73,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Kingamo Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Kingamo Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

I haven't had communication with that casino for a long time and at the moment it looks like the whole site is down?

This is the message I sent to your colleague regarding this case:

I attach the first email from them where they tell that account is blocked until verification is completed, then my live chat transcript where I ask about it after two weeks when nothing has happened and I have sent them tons of different verification documents they asked and then last one is the email where they tell me that I have cheated(!) playing on their site live casino games. In that chat transcript it also shows that the money they have on my account is 3200€, not 2200€.

I made my first deposit of 500€ on 3rd February and won money. Then I wanted to make the withdrawal on 4th February and then they asked documents. After that I couldn’t login anymore and all they did was they asked more documents all the time.

So what has happened they have stolen my initial deposit 500€ and winnings of 2700€ on top of that by claiming I have cheated playing on live casino. And I never took any bonus from them. They sent me a message of some cashback on my account but I never saw that or played with it as I couldn’t login anymore at that point.

Let me know if you need other documents.

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 SWest73,

I’ve made several attempts to contact the casino regarding your complaint, but unfortunately, I have not received any response. According to our records, the casino’s website has been offline for over 1.5 months, and its representatives remain unreachable.

Regrettably, without any cooperation from the casino’s side, there is little more we can do at this stage. As such, I will be marking the complaint as unresolved in our system. I understand that this outcome is far from ideal, and I sincerely apologize for not being able to achieve a better resolution.

Please note that unresolved complaints negatively impact the casino's overall rating, which can sometimes motivate them to reconsider their approach. If the casino re-establishes contact or decides to cooperate in the future, we will gladly reopen your complaint and notify you via email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo