CLOSED [due to the casino's unresponsiveness]: Kingdom Casino (DAMA N.V.) confiscate cash balance & invent terms

Dear LCB,

I am a player at Kingdom Casino. I am writing to formally lodge a complaint regarding the unjust confiscation of €28,924.70 from my withdrawable cash balance by Kingdom Casino, which is operated by Dama N.V. 

Despite multiple attempts to resolve the issue directly with the casino, I have been ignored. However, the casino continues to refuse to release my funds. I am a resident of Finland, and I am requesting your assistance in this matter.

Key Points of My Complaint:

• Inconsistent Bonus Terms: The bonus terms in English and Finnish differ. The English terms state a "Maximum Payout" of €1,000, whereas the Finnish terms refer to a "Maximum Reward" of €1,000, with no mention of persistent limits after wagering (see: English Terms and Finnish Terms). There is no mention that English terms prevail. 

• No Persistent Limits After Bonus Completion: The casino did not inform me that my cash balance would remain subject to any limits after the bonus was completed. Persistent limits are mentioned for some bonuses (not mine).

• Misapplication of Terms: The casino incorrectly claims that "cashout," "payout," and "win" are interchangeable, which is inconsistent with their use on the website. The "cashout" button leads to the withdrawal page, and using the term "win" in this context would not make sense.

This issue is entirely about fair gaming. The origin of my cash balance (whether from a fresh deposit or from winnings) does not change the outcome of the gameplay. The casino's claim that I should have "withdrawn and redeposited" makes no sense as the cash balance is the same, regardless of its source. This invented rule seems designed solely to cancel my cash balance, as it has no actual impact on gameplay.

1. Incident Summary

On August 21st, I deposited funds and claimed the "3rd Welcome Bonus". The bonus terms in English state a "Maximum Payout" of €1,000, while the Finnish terms refer to a "Maximum Reward" of €1,000. There is no mention that the English terms take precedence over the Finnish ones or that any persistent limits would apply after the bonus was completed.

I wagered my bonus funds according to the rules. After wagering was completed, my bonus balance was reduced to €1,000, and the rest was moved to my withdrawable cash balance. I continued playing and won an additional €29,924.70 (bringing the total to €29,924.70). When I requested a withdrawal, the casino allowed me to withdraw €1,000, but they confiscated the remaining €28,924.70, citing a "maximum win" rule that was not part of the terms for this bonus.

2. Confusing and Inconsistent Terms

Kingdom Casino uses different terminology across their bonus terms:

• English: "Maximum Payout" for Welcome Bonuses, "Maximum Cashout" for Tournaments, "Maximum Win" for No-Deposit Bonuses
• Finnish: "Maximum Reward" for Welcome Bonuses, "Maximum Win" for other bonuses

The bonus I used did not mention "cashout" or "withdrawal" limits. The casino uses the term "cashout" for withdrawals on the website, and the terms "reward," "win," and "payout" are not clearly defined in their bonus terms, leading to confusion.

The casino later claimed:

"Max win, max payout, and max cash out all refer to the same thing. The maximum win limit is €1,000."

This is not accurate. "Cashout," "payout," and "win" do not mean the same thing. For example, on the casino’s homepage, there is a yellow "cashout" button that takes you to the withdrawal page. If this button were labeled "win", it would not make sense. The casino’s attempt to redefine these terms retroactively is inconsistent and confusing.

For example, a sister casino in the same group (Dama N.V.) called Trip2VIP provides a clear explanation of "maximum win" in their bonus terms (see Trip2VIP Bonus Terms, rule 4.1):

"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."

This is the same understanding I had regarding the term "maximum win." Any amount exceeding the cap would be canceled, but the remaining balance should be available for withdrawal. My interpretation was exactly this. 

3. Persistent Limits Not Mentioned

The casino did not state any persistent limits in the terms for the welcome bonus I used. Persistent limits are explicitly mentioned for other bonuses, but there was no such mention for this one.

Once my bonus balance was reduced to €1,000 and the remaining balance moved to my cash wallet, I was given no indication that this cash balance would still be restricted. The casino only applied the limit when I tried to withdraw my winnings.

Afterward, the casino claimed I should have "withdrawn and redeposited" the funds. This was never stated in the terms, nor was I informed of this requirement. More importantly, it would make no difference, as the cash balance is the cash balance, whether it comes from a fresh deposit or from winnings.

4. Summary

I followed the casino's terms in good faith. The casino allowed me to continue playing with my cash balance after the bonus was completed. It is unreasonable for the casino to retroactively apply restrictions based on terms that were never explained or included in the bonus terms.

This is not a dispute about whether I broke any bonus terms. It is entirely about fair gaming. I have had my balance capped twice, despite there being no mention of persistent limits in the terms. The casino's claim that I should have withdrawn and redeposited is an invented rule, with the sole purpose of canceling cash balances. This rule was not stated in the terms, and it has no impact on gameplay or the outcome.

I am happy to provide any additional evidence or assist in any way to support the investigation.

Thank you for your attention to this matter. I trust you will investigate and help resolve this issue fairly.

Players must be aware of the actions from DAMA N.V to invent terms on the fly. 

Hello jg941430,

First of all, welcome to LCB!

Please note that we do not have this brand listed here on LCB, but you can send us your casino username via private message, and we will contact the casino to inquire further about this matter.

Thank you.

Thank you - They are a member of DAMA N.V

You may know someone in that group? 

They keep making up "maximim win" which is not even in my bonus terms - English nor Finnish. 

Dear jg941430,

Thank you for providing us with your account details. We've contacted the casino and inquired further about your case. Please keep an eye on this thread for further updates.

Thank you.

Thanks, this casino group are inventing persistent limits that are not relevant to a bonus I used and applying them retroactively. Persistent limits are exclusively used for some bonuses, but not mine. 

Hello jg941430,

We sent a reminder to the casino since we haven't heard back thus far. Keep you updated on this thread. 

Thank you for your patience.

No worries they ignore mostly 

when they reply they just quote some "max win" rule that isn't in the terms. It's bizarre how DAMA act 

It's a management decision to enforce persistent limits that aren't mentioned in the terms 

maximim win / persistent limits are for no deposit bonuses which I didn't use...

Hello jg941430,

Still no response from the casino so we've sent them another reminder. We hope to receive some feedback this time so we can continue assisting you with your case.

Thank you for your patience.

Appreciate it, I didn't get anywhere also. 
they just said about a "max win" rule that doesn't even feature in the welcome bonus. 
 

The ironic thing is this will cost them more money in the long run when people search if DAMA are a safe group to play at.

They could correct this as a misunderstanding and I'll naturally retract what is on the first page of Google when searching about the group and specifically kingdom casino 

Dear jg941430,

Unfortunately, despite our numerous attempts to contact the casino, there has been no response from them. We will have to close this complaint due to the casino's unresponsiveness.

If they respond at any time, we will reopen the thread.

Thanks for your understanding.