Kingdom Casino - 플레이어의 상금은 몰수되었습니다.

Complaint:

I am a Finnish player who has experienced the unjust confiscation of €28,924.70 in legitimate cash balance winnings by Kingdom Casino. This action was based on a flawed interpretation of their terms and a failure to notify me of any violations. I am requesting the reinstatement of my full winnings.

Background:

I participated in Kingdom Casino’s Welcome Bonus offer and completed the wagering requirements. The terms stated a "maximum payout of 1,000 EUR," which I interpreted to mean that only €1,000 would be transferred from my bonus balance to my cash balance upon completing the wagering requirements. This is a standard practice in the industry, as demonstrated by multiple threads on Casino Guru.

After converting under €1,000 from the bonus balance into my cash balance, I continued to play and accumulated €29,924.70. The casino, however, confiscated €28,924.70 of these winnings, allowing me to withdraw only €1,000. My winnings came solely from my cash balance and should not have been subject to further restrictions.

Lack of Notification and Inconsistent Enforcement:

Kingdom Casino never informed me that my cash balance was subject to a €1,000 cap or that I was violating any "maximum win" rule. Despite my balance exceeding €1,000 multiple times, the casino neither enforced any limit nor notified me of potential issues. If the €1,000 cap applied to my cash balance, it should have been enforced consistently. The failure to do so suggests premeditated and unfair actions. The casino allowed me to continue playing at risk without any indication that a limit was being applied. If my balance had hit zero, would the enforcement have been different? This lack of clarity is both unjust and deceptive.

Misinterpretation of "Maximum Payout":

The casino's claim that I violated a "maximum win" rule is flawed. Their terms state a "maximum payout of 1,000 EUR," which I understood as the maximum amount that could be converted from the bonus balance to the cash balance after wagering. My payout was under €1,000, and all subsequent winnings were from my cash balance.

The term "payout" in the general terms refers to the conversion of bonus funds, not withdrawal limits. This is supported by the term’s use in the context:

"By accepting these Terms and Conditions you confirm that you know and understand the rules of the games offered on the Website. It is at your discretion to familiarise yourself with the theoretical payout percentage of each game."

Finnish Language Terms and Their Interpretation:

As a Finnish player, I reviewed the Finnish version of the terms as well, which describes the Welcome Bonus as having a "maximum reward" ("enimmäispalkkio") of €1,000. This suggests the limit applied only to the conversion of bonus funds to the cash balance, not to subsequent winnings. The Finnish terms do not mention "winnings" ("voitto") or "withdrawals" ("nosto") being capped at €1,000. There is no indication in either the English or Finnish terms that one language takes precedence over the other, so the Finnish terms should be considered binding. According to Finnish consumer law, if conflicting terms exist, the terms most favorable to the consumer should apply (Source: Finnish Consumer Protection Act, Section 16).

Website Terminology:

On the casino website, there are two buttons: "Deposit" and "Cashout." The "Cashout" button directs users to the withdrawal page, suggesting that "payout" and "cashout" are distinct processes. This supports the interpretation that "payout" refers to the conversion of bonus funds to cash balance and should not be conflated with withdrawal limits.

Casino’s Unjust Suggestions:

The casino suggested that if I withdrew and redeposited my funds, it would not be an issue. This implies that the supposed limit was not a genuine restriction but rather an arbitrary rule. My cash balance was accrued through legitimate gameplay, not bonus funds. The suggestion to withdraw and redeposit further highlights the unfairness and lack of clarity in the casino's policy.

Conclusion:

The decision to confiscate €28,924.70 of my winnings is unjust and based on a flawed interpretation of the terms. Kingdom Casino allowed me to continue playing with a cash balance exceeding €1,000 without notifications or enforcement of any limits. Their approach undermines trust and fairness. I urge Kingdom Casino to reinstate my full winnings.

Players considering Kingdom Casino or other Dama N.V. properties should be cautious of unclear terms and potential for arbitrary enforcement.

Dear Jg941430,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Bonus Terms and Conditions and this is what I found:

WELCOME PACKAGE

The maximum payout resulting from first/second/third deposit bonuses is 1,000 EUR/USD/CAD/AUD/NZD; 11,600 NOK; 100,000 RUB; 160,000 JPY; 8,000 CNY; 0.02 BTC; 0.34 ETH; 2.18 BCH; 13.0 LTC; 6,800 DOG; 1,000 USDT.

Could you please specify what your balance was when you finished wagering your welcome bonus? Have you been notified by the system that your wagering was finished?

Do I understand correctly that your winnings were never capped at €1000, only after you requested the withdrawal of your winnings?

Many casinos have a rule for withdrawing winnings from bonus play and then redepositing it as a protective measure. This is because when the player requests a withdrawal, they are required to pass the KYC verification.

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

Best regards

Veronika

Hi Veronika,

Bonus terms

• I understood the term to mean the maximum that will be paid out from my bonus balance to my cash balance would be 1,000 euros. So - If I finished my bonus with a balance of 2,000 euros. Only 1,000 would transition from locked bonus balance to cash balance. This is my experience from other casinos.
• The casino uses 'Cashout' on their front page to take you to the withdrawal section. Some bonus terms use 'cashout', others use 'win'. My bonus has 'payout' and 'payout' is used in the context of RTP in the general terms.
• The Finnish bonus terms for welcome bonus use "Maximum Reward". Other bonuses use "Maximum Win".
• There is no mention of persistent limits for the Welcome bonus. There is specific mention of persistent limits in other bonuses (e.g Loyalty, no-deposit). They are intentionally excluded from welcome bonus. The casino mentions them when they should apply.

LOYALTY FREE SPINS / NO DEPOSIT BONUSES

The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from play with funds associated with a no-deposit bonus or free spins is 50 EUR/USD/CAD/AUD/NZD; 580 NOK; 5,000 RUB; 8,000 JPY; 400 CNY; 0.0008 BTC; 0.017 ETH; 0.11 BCH; 0.65 LTC; 340 DOG; 50 USDT.

This is explicit and clear that there are restrictions to the cash balance with funds associated with a no-deposit bonus. There is nothing in the general bonus terms, or welcome bonus terms that have any mention of persistent limits.

All of the above support my view that the restriction is based on the conversion of bonus balance into cash balance. Once it is cash balance it is my decision how to play.

Terms and conditions must be specific and precise. Under Finnish consumer law, when two sets of terms are presented to a consumer the most favourable apply. This is common practice in a country where there are 2 official languages (Finnish and Swedish). The casino markets to Finland, and must follow Finnish laws. To me the English is clear, but the Finnish is even more clear.

Balance post wagering

• I have no idea my end balance.
• I have asked the casino 3 times for my game logs and 3 times they have ignored/refused the request. I can only see last 50 spins in my account. I just sent a 4th request.
• I do know 100% it was under 1,000 euros. Maybe around 300 euros.
• I was not informed directly bonus was completed. No pop up, email etc.
• I only noticed bonus was completed when I went to check how much is left so I could increase my bet over 5 euros.
• Multiple times my cash balance went over/under 1,000 euros and not once was I informed of any restrictions. Not once was the balance cut down to 1000 (which is what happens when bonus turns into cash at other Dama NV casinos - you can find these stories in other complaints).

No one is going to play with cash at risk for no reward. This is a huge red flag of predatory practices and against fair play. Apparently this is how Dama N.V. operate unless they want to correct this as a misunderstanding?

Only notified at Withdrawal

• Correct, I was allowed to play with my cash balance at risk - now I am told I was never allowed to have won anyway. If My balance went to 0, I doubt the casino would put it back to 1,000. No one is going to play their cash balance at risk for no reward.
• Multiple times my CASH balance went over 1000 euros and I was never informed. IF there were restrictions should the balance not cut to 1,000 every time it went over 1,000? Besides, there is nothing in the terms and conditions saying there are persistent limits for welcome bonus.

KYC

• I am fully verified and have successfully withdrawn 1,000 Euros.

Furthermore

• If I played with cash balance from a fresh deposit, or played with cash balance from a bonus, both have no advantage to my game play. This is simply a box ticking exercise that has no influence on the outcome.
• I do not understand your point - If I fail KYC they would keep the balance either way. It doesn't matter if it's 1 euro or 1 million euros. Cash balance is cash balance in the absence of a term saying otherwise.
• I play with my cash balance at my own risk, I expect to be able to get reward. At no point was I notified I was playing at risk for no reward.
• They explicitly mention post-wagering restrictions in some bonuses but not in my bonus (Welcome Bonus).
• Why would they explicitly mention it in some bonuses clauses if it is supposed to apply to all bonuses? That should then be in the general terms.

There was a similar case posted here with ybets a few weeks ago I found yesterday when looking to understand if I have a case. Of course it's not identical, but it's more or less the same story.

edit: grammar

I requested my game logs on:

• 22nd August
• 23rd August (live chat)
• 28th August
• 4th September

Each time the casino has ignored the request. I do not have access to them. Happy to send these mails on to you if you need proof?

Not sure if the logs are needed tho:

• Bonus balance converted to cash under 1000 Euros. I feel it was in region of 300e but hard to know exactly without any notification. My balance was mostly around this region tho.
• All bonus terms were complied with - Casino let me withdraw 1000 euros which I have done successfully.

This dispute is mainly around 3 pillars:

• The casino enforcing persistent limits on cash balance that are only mentioned in the no-deposit & loyalty section.
• The casino allowing me to play with cash balance over 1000 euros, potentially risking losing all for no reward.
• The casino wording in the terms and conditions - nothing about any restrictions on cash balances.

To make it more confusing the casinos emails to me are as follows (referring to maximum win - which is the terminology used in the no-deposit bonus section that has persistent limits )

22nd August:

We have to inform you that the bonus you have been playing with has a maximum win amount, which is specified in our bonus terms and conditions. The excessive winnings have been confiscated. Please order your entire balance for withdrawal, as any further winnings gained from these funds will be considered as gained from the bonus and will be subject to confiscation. Thank you for understanding.

25th August:

This is explained in our Bonus Terms and Conditions page at https://www.kingdomcasino.com/bonus-terms-and-conditions.

27th August:

Regarding your recent inquiry, we would like to bring your attention to the fact that your winnings were obtained from the third deposit bonus.

According to our Bonus Terms and Conditions, the maximum payout resulting from first/second/third deposit bonuses is 1,000 EUR.

All winnings received after completing bonus wager criteria (the excessive winnings) will be confiscated.

Feel free to reach out again in case of any further inquiries.

Ironic they say to reach out with further inquiries, as they just ignore me. Refusing to share game logs, and refusing to point to anything in the terms and conditions that supports the confiscation of my cash balance.

Hopefully Dama NV / Kingdom Casino will be correcting this as a "misunderstanding" and the balance is rightfully returned to the account, or cashed out to my bank.

Photos showing that there are clearly 2 wallets. One "withdrawable" and one "locked by bonus".

Maximum withdraw is 4,000 hence why 2 photos - combined is the total balance.

My cash winnings were used from "withdrawable" balance.

So just to clarify that there is clearly 2 wallets, so clearly the cap is on the conversion of bonus funds to cash funds. It even shows wager done in the bonus tab. My wagering was done with a balance under 1,000 EUR and then I played with my cash balance in absence of any terms to say I can't, or my cash balance is not actually a cash balance but a 'Unlocked Bonus balance'. No, there is 2 wallets only. Locked, and withdrawable.

Edit actually found a better picture showing my balance and pending withdrawal (cropped so my name doesnt show - can Send full image)

Thank you very much, Jg941430, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.

Thank you Veronika. Nice to meet you Peter.

please find below images of proof my big win came from cash balance and not bonus.

Hello Jg941430,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Kingdom Casino to the conversation to participate in the resolution of this complaint.

Thank you, Peter.

As an update, I’ve been informed I’ll receive game logs within one month, though I already have clear evidence, including photos of my withdrawable cash balance.

To clarify this situation, I’d like to ask the following questions to help us break down the terms and actions that have happened:

1. Where in the Terms & Conditions does it state that persistent limits apply to cash (withdrawable) balances post-wagering?

Once the balance becomes cash, it should be free from bonus restrictions. Please point out where in your General or Bonus Terms this is mentioned for the Welcome Bonus.

2. Why does the casino use terms like "Payout," "Cashout," and "Maximum Win" differently across bonuses?

The Welcome Bonus mentions a "Maximum Payout," but tournament bonuses use "Maximum Cashout," and no-deposit bonuses use "Maximum Win."

• Payout

The General Terms say:

"By accepting these Terms and Conditions you confirm that you know and understand the rules of the games offered on the Website [...] to familiarise yourself with the theoretical payout percentage."

This suggests "payout" refers to transferring bonus funds to cash

• Cashout

"Cashout" buttons lead to the withdrawal page, clearly indicating cashout means withdrawal. This reinforces that "payout" is distinct from "withdrawal."

• Win

No-deposit bonuses mention a "Maximum Win," though this term is ambiguous. I did not use a no-deposit bonus, but how should players interpret this?

3. Why are persistent limits only mentioned in the No-Deposit Bonus section?

In the No-Deposit section, the terms state:

"The maximum win restriction persists after the completion of wagering. The maximum withdrawal from play with funds associated with a no-deposit bonus is 50 EUR [...]."

Why is this level of clarity missing for the Welcome Bonus if such limits apply across all bonuses?

4. Why was I allowed to play with a cash balance exceeding €1,000 if it was capped?

Multiple times my cash balance exceeded €1,000, yet no restrictions were enforced. If this limit applied, why wasn’t my balance automatically reduced? It seems unfair to allow me to risk my funds without warning. Had you shown this, I would have withdrew at 1,000 and redeposited (which apparently is the solution).

5. Where in the Welcome Bonus terms is a "maximum win" limit mentioned?

The email I received says:

"The bonus you’ve been playing with has a maximum win amount. The excessive winnings have been confiscated."

However, there’s no mention of a "maximum win" in the Welcome Bonus terms, unlike the No-Deposit Bonus. Why was this limit applied to my cash balance?

6. Why does the 'Withdrawable' balance still have restrictions?

How should a player know that a "Withdrawable" balance is still subject to bonus terms? Can you clarify this inconsistency?

7. Why would withdrawing and redepositing my balance have avoided this issue? What does this suggestion do for either your safety, or my safety?

Your support said that if I’d withdrawn and redeposited immediately after wagering, I wouldn’t have faced this issue. Why is a fresh deposit treated differently?

"All winnings received after completing the bonus wager criteria (excessive winnings) will be confiscated."

How would a player know this from their balance info?

I understand the purpose of maximum payout restrictions of bonus funds into cash (1,000 euros), I understand maximum bet limits (5e per spin) etc. These are designed to protect the casino.

What does withdrawing 300e and redepositing 300e achieve, for who, and why?

Despite the fact it is not even in the rules, nor was I requested to do this, the entire purpose of this fictitious rule makes no sense and has no logic.

Resolution:

We can say this was a misunderstanding, and it is not actually Kingdom Casino and DAMA N.V. policy to implement rules that are not in the terms or conditions.

I am expecting the full return of my balance, allowing me to either withdraw or continue playing.

Hello everyone,

I’d like to clarify the situation regarding the player's complaint.

The player made their third deposit of 20 EUR at 9:55 AM and claimed the third deposit bonus from the welcome package. They successfully completed the wagering requirements and won. However, the maximum payout for winnings derived from the first, second, and third deposit bonuses is capped at 1,000 EUR, which the player has already received.

After completing the wagering at 11:01 AM while playing Moon Princess 100, the player continued playing with the funds they had won, without making any further deposits. The player had already used all three deposits (20 EUR each) in the welcome package, and as such, any additional winnings beyond the 1,000 EUR limit are not eligible for payout as per the bonus terms.

The player has been credited with the correct maximum win amount of 1,000 EUR, fully in line with the terms of the welcome package.

Thank you for your understanding, and I’m happy to provide any further clarification if needed.

After completing the wagering at 11:01 AM while playing Moon Princess 100, the player continued playing with the funds they had won, without making any further deposits. The player had already used all three deposits (20 EUR each) in the welcome package, and as such, any additional winnings beyond the 1,000 EUR limit are not eligible for payout as per the bonus terms.

Where in the terms does it say any of this? You keep talking about winnings. There is no mention of winnings in my bonus terms. Please point to where you see the word winning below.

Are you saying that Maximum Payout = Maximum win?

WELCOME PACKAGE

To get the first/second/third deposit bonuses, your deposit shall be at least 10 EUR/USD/CAD/AUD/NZD; 120 NOK; 1,000 RUB; 1,600 JPY; 80 CNY; 0.0002 BTC; 0.003 ETH; 0.02 BCH; 0.13 LTC; 70 DOG; 10 USDT.

Maximum first/second/third deposit bonus amount is 200 EUR/USD/CAD/AUD/NZD; 2,300 NOK; 20,000 RUB; 33,000 JPY; 1,600 CNY; 0.003 BTC; 0.07 ETH; 0.44 BCH; 2.6 LTC; 1370 DOG; 200 USDT.

Free spin activation duration is 3 days, free spin duration and free spin result duration are 7 days. The free spins are added in Avalon: The Lost Kingdom (Bgaming).

To wager the bonus / free spin result, you need to make bets for an amount 30 times the bonus / free spin result amount.

The maximum payout resulting from first/second/third deposit bonuses is 1,000 EUR/USD/CAD/AUD/NZD; 11,600 NOK; 100,000 RUB; 160,000 JPY; 8,000 CNY; 0.02 BTC; 0.34 ETH; 2.18 BCH; 13.0 LTC; 6,800 DOG; 1,000 USDT.

As you said, I played within the rules and won.

At no point was I notified that I need to withdraw the funds. You let me play with my cash balance, risking it. You never informed me that I should withdraw and redeposit - what is the logic in that? What value does that bring to either you or me? The origin of my cash balance (whether from successful bonus clearance, or fresh deposit) has no outcome on the RTP of the slots. It changes nothing.

After completing the wagering at 11:01 AM while playing Moon Princess 100, the player continued playing with the funds they had won, without making any further deposits.

Why do I need to make further deposits? Why would anyone redeposit if they have a cash balance?

I had a cash balance, and I was playing with my cash balance. I could have lost it, but I was lucky and won. Cash balance = Cash balance.

Furthermore

You specifically mention persistent limits for the no-deposit bonus, so you do mention them when you want them to apply.

"The maximum win restriction persists after the completion of wagering. The maximum withdrawal from play with funds associated with a no-deposit bonus is 50 EUR [...]."

The Finnish terms use "Maximum Reward" which further supports that the correct application of your terminology is in line with industry standard.

i.e. If I completed wagering with a balance of 2,000 euros. Only 1,000 euros would move from the locked by bonus wallet, into the cash wallet. The other 1,000 would be forfeited.

This is how everyone understands it. If you want to enforce persistent limits, you must list them in your terms... Like you do on some bonuses (critically, not the welcome bonus).

You could just say this is a misunderstanding, and re-credit the funds and we resolve this as nothing more than that. Or we can let this complaint take its course and let Peter and his team rule on it.

Hi Joshua,

We understand your concern. Just to clarify, the maximum win amount is indeed the same as the maximum cash-out limit. Additionally, bonus funds are not considered real funds; only the funds you’ve deposited are treated as real funds. Bonus funds are just that—bonus credits that can be used according to their terms. If you have any more questions or need further assistance, feel free to reach out!

Hello,

You're not actually answering my points.

We understand your concern. Just to clarify, the maximum win amount is indeed the same as the maximum cash-out limit.

Your bonus terms use three phrases (in English), depending on which bonus is used: Maximum Payout, Maximum Cashout, and Maximum Win.

Your response is Maximum Cashout = Maximum Win.

I asked what about Maximum Payout? This is the language used in the welcome bonus terms.

My bonus does not mention Cashout, nor win.

Why are you even using different words if you’re now saying that win = cashout?

You intentionally use different wording, for different meanings. You would use one common term if they are the same. Language is important when applying to law and terms.

Cash out = withdrawal (based on the big yellow cash out button directing you to /withdraw url)

Finnish terms use 'Maximum Reward'. You don't specify that English has priority by the way.

Additionally, bonus funds are not considered real funds; only the funds you’ve deposited are treated as real funds.

Bonus funds are restricted funds, that sit in the locked Wallet 'Locked by Bonus' and are not eligable for Withdrawal until wagering is completed. I can't do anything with these funds until wagering is completed.

I wagered through, successfully within the limits as you note.

My balance moved to the 'Withdrawable' wallet upon completion of bonus. They were not bonus funds, or they would be in the bonus wallet.

As per your Bonus terms:

The winnings obtained by using bonuses become available for withdrawal only after meeting the requirements of all wagering rules.

There is nothing in the General Terms, nor bonus terms, that state that there are two differentiations to 'Withdrawable ' balances (invisble to players). There is no mention of persistent limitations, unlike some of your DAMA sister casinos who do extend their persistent limits to all bonuses.

e.g

Run4Win - From their general bonus terms

The maximum win restriction persists after the completion of the wagering requirement.

Your persistent win restriction sits entirely in the no-deposit section, not the general section.

Bonus funds are just that—bonus credits that can be used according to their terms. 

Yes, but my winnings came from withdrawable balance, not bonus balance. I am fully aware of the restrictions to bonus funds - hence I ensured I stuck to the rules and kept my maximum bet at 5 euros etc.

If you have any more questions or need further assistance, feel free to reach out!

I think you can find the list of questions in the post four above this, or in the emails which your casino has chosen to ignore.

At the end of the day, you have two balances visible to players. Locked by bonus, and withdrawable.

You do not specify any limitations in your terms related to withdrawable balance. Without being told otherwise, I continued to play with my withdrawable balance. This is the industry normal.

Telling me now 'Oh, you could have withdrawn and redeposited' is a moot point, it has no purpose, and it is not in your terms/I was not notified by a pop up etc.

So I'll ask again, do you want to just resolve this as a misunderstanding?

Otherwise, I suggest we let Peter and his team look into this. Either way, I strongly suggest you take learnings from this case and update accordingly for the future. For a casino that is consistently rated well across the main two review sites, you surely know how important reputation is.

Hi all,

Thank you for your replies.

Dear Kingdom Casino team,

As described by Jg941430 in detail, after completing the bonus wagering, winnings are moved from "bonus funds" to "withdrawable funds." However, applying a maximum win cap to withdrawable funds after wagering seems unjustified. This situation benefits casinos by encouraging players to continue playing with these funds, leading to two possible outcomes:

1. The player loses their winnings, which is favorable for the casino.
2. The player wins more, but the maximum win cap remains indefinitely.

While it's understandable that this benefits casinos, it makes little sense from the player's viewpoint. Once they have wagered the bonus and their funds have been converted to real money/withdrawable balance, why would they expect a maximum win cap to still apply? Is there any clear warning, such as a pop-up, informing players that they must withdraw their funds after the wagering is finished to eliminate the bonus conditions?

Quite a simple answer - No.

No notification, no email, nothing in the terms to mention you must withdraw, nothing in the terms (for welcome bonus) about persistent limits.

You don’t even know your bonus wagering is complete without manually checking which wallet your funds are in.

obvioisly if there was anything informing, or in the terms mandating any player (like me) would either: -

1. withdraw and redeposit to continue playing
2. withdraw and stop playing

No one is going to play with real funds at risk for "fun" when you can’t get a reward.

Industry Normal is at the moment a bonus is completed, any excess funds over the maximum payout are forfeited.

It is not the industry normal to enforce persistent limits - besides DAMA specifically mention at their casinos where they are supposed to apply. In this casinos case - only on the no-deposit/loyalty bonuses.

I’d be more than happy to summarise the persistent limits for each DAMA casino. I’ve already gone over each of their terms to find consistencies in language, maximum caps and explicitly where persistent limits apply.

Could be useful for others reading this to be aware of other DAMA casinos and their flexible application of persistent limits if this is actually their policy. I struggle to believe it is - that this is a misunderstanding which will be resolved.

Thank you for your feedback. I’d like to clarify a few important points for everyone involved.

Firstly, please note that the terms "max win," "max payout," and "max cash out" all refer to the same thing. When using our welcome offer, everyone agrees to the terms, including the maximum win limit of €1000.

In this case, while you won €1047.90 after completing the bonus wagering, you chose to continue playing rather than ordering a cash-out. This was entirely your decision, and no one enforced further gameplay. You could have won more or lost, but the max win was clearly set, and we have paid out the full €1000 as per the terms.

It’s important to remember that it’s never in our interest for anyone to lose. We strive to provide a fair and responsible gaming environment for everyone, and we acted in accordance with the agreed-upon terms.

If you have any further questions or concerns, feel free to reach out to us.

Quite simply a bizarre response If you think people are going to gamble and risk cash balance if they’re not allowed to win and withdraw their withdrawable balance.

I have no idea what my balance was after wagering

• you don’t display progress -
• you don’t notify upon completion
• you refuse to provide game logs

But great, I had the maximum 1,000. Shame you don’t make it obvious. It’s not really a relevant point because cash is cash and my final balance is what I am asking for, that balance won with cash.

I only found my balance when checking myself to see if the locked bonus balance converted to cash in the withdrawable wallet .

finally after 7 times asking you say you’ll send logs… but in a month.

Now you’re saying that Win = Payout = Cashout … Why would you not use just one word in your terms then? You use all three intentionally.

Does Reward also mean the same? What about Balance?

Maybe update the big yellow "cash out" button to say "win" and direct to the Withdrawal page? That makes sense, right? (Sarcasm)

The terms I agreed to were that persistent limits are not enforced on the welcome bonus - you explicitly mention persistent limits where they apply. They are for the no-deposit bonus.

If you want them to apply generally, then update your terms to say that.

Are you actually going to address the points raised by Myself or Peter?!

Dear Kingdom Casino team,

I'm afraid the player's winnings will have to be paid in full for the reasons stated above. Otherwise, the complaint will become unresolved which will significantly affect the casino's safety index. Please inform us of your decision.

Thank you Peter and the team.

I’ve already told the casino I’m happy to accept this as a misunderstanding and move on. There must be some confusion on their side. I very much doubt this money is worth the reputational damage in the long run for DAMA N.V.

They can of course use this as a learning to update their terms and ensure it is very clear for future players. But not to retroactively enforce terms.

They have my bank details, or can add it to my account and allow me to withdraw myself. However is most convenient.

Hello Kingdom Casino Team,

I hope you’re well and had a nice weekend. Just wanted to follow up on this topics so we can put it to close. I remain confident this will be resolved fairly. DAMA has consistently demonstrated a good and fair approach to resolving player issues, as seen in cases like Bitstarz and Wild Tornado.

The Wild Tornado case is particularly relevant, as it closely mirrors this situation, where the misunderstanding was settled without going against fair play.

We both acknowledge that I did nothing to cheat or gain an advantage. Most importantly, this is about good faith—the misunderstanding stems from the interpretation of terms related to withdrawing and redepositing, which would not impact gameplay or change the outcome. I maintain my interpretation is correct, and it’s crucial that terms are clarified for the future. I’ve never violated any other terms, such as playing restricted games, and this issue really comes down to fairness and good faith.

My Suggestions as a Player:

• Provide Clear Examples – One suggestion would be to follow the lead of some of your sister sites, like Trip2VIP, which clearly provides examples:

"If a player wins 11,500 EUR after completing the bonus wager, 1,500 EUR will be canceled, and the balance will be 10,000 EUR."

Remember, you earlier informed that you meant for payout to be the same as win. The example above refers to balance, which is what my understanding was initially.

• Use Consistent Language – Throughout the group, using consistent terminology such as maximum win or maximum cashout would eliminate confusion. Terms like cashout, win, and payout should be uniform and not interchangeable, as they have distinct meanings. For example, "payout" is often used in the context of RTP (Return to Player) or the theoretical payout of games, rather than bonus terms.

• Language Precedence – It’s also important to include a line in the terms and conditions stating that the English version takes precedence in the case of any dispute. For example, the Finnish terms refer to "Maximum Reward," which can cause discrepancies if not aligned with other language versions.

• Persistent Limitations - Include the persistent limitations in the general terms, or include them in the welcome bonus terms if they are intended to apply to all. With them sitting only in the no-deposit section, it infers that they are intentionally only listed where they should apply.

I have listed below all DAMA casinos and the Welcome language they used for your convenience. I believe this is not a new DAMA policy against fair gaming, but if it is a new group policy please confirm that so at least we're on the same page. It really would be against the industry normal, as shown from other complaint resolutions.

Thank you for considering my suggestions - as mentioned above, I remain flexible to resolve this quickly and efficiently. I will be on vacation from Thursday 19th, so after then I may be delayed responding.

Best regards,

Jg941430

Appendix: Terminology of Welcome Bonuses in DAMA Casinos

Below is a summary of how other DAMA casinos (accessible from Finland) use terminology related to welcome bonuses.

Maximum Winnings/Win:

Arlekin

Syndicate

Slotvibe

Axecasino

Goldenstar Casino

N1 Bet

Katsubet

RollXo

Betchain Casino

iLucki

Spin Samurai

Slot Lords

Joo Casino

Bitcoin Casino

Kingdom Casino

Betbeast

Cleaopatra Casino

Trip2VIP

7Bit

Loft Casino

Zoome

GunsBet

24Casino

Goodman

Moonwin

Winawin

Wantedwin

Shambala

Clubhouse

Slotozen

Luckystart

JustCasino

Lukki

Jackpoty

Ready

Rooster

LuckyDreams

Rebellion Casino

FortunePlay

21Bit

LuckyOnes

Kosmonaut

Maximum Cashout:

Slotvibe

Axecasino

Goldenstar Casino

Spin Samurai

Wild Tornado

Kingdom Casino

Betbeast

Cleaopatra Casino

Greenspin

Zoome

LuckyCircus

Kosmonaut

Maximum Payout/Payout:

Rollers

Kingdom Casino

Maximum Withdrawal:

Spin Samurai

LuckyCircus

Rooli

Jackpoty

Ready

Hi Peter and Joshua,

The player’s winnings have been adjusted to the maximum win amount of €1,000, as clearly outlined in our Terms and Conditions. The player agreed to these Terms when claiming the bonus.

The player was able to review the wager details of his bonus in the promo tab, which would have shown that the terms were not met.

If there are any further questions or concerns, the player is welcome to address them, but the decision stands as per the established rules.

This is just going in circles - I genuinely don't know if you're even reading? Please restore my legitimate cash balance that you confiscated.

I've already presented all the evidence, and CasinoGuru has agreed with my case that you must pay my rightful balance. The whole point of using third-party independent resolution sites like this is so we get an impartial outside view.

You might have meant the terms to mean something, but that does not mean it's true if it's not specific in writing. You should accept this, learn from it and update your terms to be specific.

You have no right to confiscate funds I won playing with cash (withdrawable wallet). I did not win these funds through bonus wallet (locked by bonus).

Telling me after 'You should have done X' doesn't mean it's valid, especially when you let me keep gambling with cash balance. If I lost what would have happened?

Explain to me what difference it would make if I withdrew 1,000 euros and redeposited 1,000 anyway?

It is still cash, and it is still in the exact same wallet. There is nothing I have done that gains any advantage. You

You keep saying I broke the terms & conditions but refuse to actually point to which part of the terms I violated? All you have said earlier is:

Firstly, please note that the terms "max win," "max payout," and "max cash out" all refer to the same thing. When using our welcome offer, everyone agrees to the terms, including the maximum win limit of €1000.

Firstly, this isn't true. They don't all mean the same. If it was true then you would just use one word. You use three. PS - Finnish says maximum reward

Even if it is true, your sister site gives a clear example of what Maximum win means (Source)

4.1) The maximum amount of winning obtained via each deposit bonus, including any deposit bonuses, CPs, tournament winnings, local jackpots, loyalty bonuses, and others is: 10 000 EUR / 10 000 USD / 15 000 AUD / 15 000 CAD / 15 000 NZD / 120 000 NOK and 10 000 USDT or equivalent, unless otherwise indicated. For example, if a player wins 11 500 EUR after completing the bonus wager, 1 500 EUR will be canceled (deducted from the player's balance), and the balance will be 10 000 EUR.

The above example, in the context of a 10,000 euro max win (which you say is the same as max payout) clearly demonstrates the expected behaviour, and that the balance will be 10,000 euros. There is no mention that the balance is restricted.

So my case on KingdomCasino - the balance will be 1.000 EUR which you have confirmed correctly.

That does not mention anything about withdrawing (/cashout in your website language).

@Peter - Do you have any other contacts within the Casino or group, as I don't think this one is reading.

If this is a new DAMA policy, to restrict cash balance and apply retroactive rules that are not in the terms, I would like to point out that a number of casinos in DAMA N.V display badges of fair here on CasinoGuru. I understand that related casinos have impact on the safety index and would encourage this to be urgently reviewed so others do not get caught in this new policy.

Casinos with a badge of 'Fair' in the Dama group:

Bitstars - Fair

Rocketplay - Fair

LevelUp - Fair

Katsubet - Fair

Wildtornado - Fair

7Bit - Fair

Greenspin - Fair

Wantedwin - Fair

Slotozen - Fair

This new policy from Dama is certainly not 'Fair'. I can only assume there is some huge misunderstanding and this is not the company position. WildTornado fixed a similar misunderstanding last month. But perhaps DAMA N.V have since changed policy from the last complaint against them on this topic.

Let’s try make this super basic. Your own argument shows why you have no right to confiscate my withdrawable wallet.

1. I deposited with 3rd Welcome bonus (max payout / max reward)
2. I wagered to completion following all rules (max bet, restricted games etc.)
3. End of wagering, my balance moved from wallet "locked by bonus" into wallet "withdrawable"
4. I continued to play with my withdrawable balance
5. I requested cash out - and you confiscated my withdrawable balance for reasons not in the general bonus terms / welcome bonus terms

Kingdom Casino 16/9:

The player’s winnings have been adjusted to the maximum win amount of €1,000, as clearly outlined in our Terms and Conditions. 

1. English - Maximum Payout
2. Finnish - Maximum Reward

There is no "Maximum Win" even mentioned in the welcome bonus, in neither language. I did not use the no-deposit bonus.

Anyway:

Kingdom Casino 12/9

Firstly, please note that the terms "max win," "max payout," and "max cash out" all refer to the same thing.

Lets assume this is true - that I played with a maximum Win - you provide no specific meaning what this means.

What does Maximum win mean?

Thankfull, another DAMA casino defines it (Trip2VIP)

For example, if a player wins 11 500 EUR after completing the bonus wager, 1 500 EUR will be canceled (deducted from the player's balance), and the balance will be 10 000 EUR.

This example from your sister site confirms what I did is correct. No mention of withdrawal. My bonus balance is cut at the end of the bonus, and this final balance is balance I can play with or withdraw.

There is nothing in the terms that my balance is under persistent limits and it is mandatory to withdraw.

Your own statement about "win limit" shows exactly what I did was correct and exactly in line with how fair casinos work.

You are enforcing rules not in your terms - and these are rules that don’t even have a purpose.

Withdrawing and re depositing would have had zero impact, and the fresh deposit would have gone into the exact same wallet that I won from - the 'Withdrawable' Wallet.

You have no right to confiscate my cash balance. All you’re doing is saying DAMA is not a fair casino group.

Strongly suggest you speak to your colleagues who handled the Wild Tornado complaint.

Getting labelled as a group against fair gaming will cost you more than 29,000 euros in the long run.

Perhaps you can invite a manager?

@Peter - am I not being clear on something? You seemed to understand it. Really doing my best to be detailed, but this rep keeps going on about random rules not in the terms. If it's my wording, I can fix it.

If it's the rep not reading, or a change in DAMA policy that's out of my control.

Hi all,

Thank you for your replies.

Dear Jg941430,

I’m afraid we can't convince the casino to pay you your winnings. 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 safety index caused by unresolved complaints might help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter